RBI Reiterates Need for Trilingual Communication in Banking Services
In a move to enhance customer convenience and transparency, the Reserve Bank of India (RBI) has reiterated that all communications to bank customers must be issued in Hindi, English, and the regional language of the concerned area. The directive, emphasised through RBI’s Master Circular on Customer Service in Banks, mandates that all customer-facing materials at the branches of Scheduled Commercial Banks should follow the trilingual format.
RBI, through its letter dated September 30, 2024, has further reinforced this requirement, aiming to ensure clarity and inclusivity for customers across linguistic backgrounds.
Languages Required for Customer Communication:
Hindi, English, and the concerned regional language
Robust Grievance Redressal Mechanisms
All banks are required to maintain a board-approved grievance redressal system to address customer complaints effectively. For unresolved grievances or lack of response within prescribed timelines, customers can approach the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021, which offers a cost-free platform for resolving service-related deficiencies in RBI-regulated entities.
The government also operates a feedback mechanism through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal, supported by a call centre since June 2022. This system assesses citizen satisfaction after grievance disposal, with feedback reports forwarded to the concerned banks for necessary action.
24×7 Customer Assistance
RBI’s toll-free Contact Centre (14448), operational since November 2021, provides guidance on the grievance redressal process, assists in filing complaints, and offers updates on ongoing cases. While the Interactive Voice Response System (IVRS) is available round-the-clock, customers can speak to call centre representatives from Monday to Saturday (excluding national holidays) between 8:00 am and 10:00 pm. Services are available in Hindi, English, and ten regional languages.
The information was shared by Minister of State for Finance Shri Pankaj Chaudhary in a written reply to a question in the Rajya Sabha today.
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