Must be made in Hindi, English and the concerned regional language
Various
NATIONAL, August 13, 2025: The Reserve Bank of India (RBI) has emphasized that banks must communicate with customers in their preferred language to ensure clarity and convenience. RBI’s Master Circular on Customer Service in Banks states, inter alia, that all customer-facing materials at the branches of Scheduled Commercial Banks must be made available in Hindi, English and the concerned regional language.
Further, RBI in its letter dated September 30, 2024, reiterated that all communications to customers should invariably be issued in a trilingual format-Hindi, English, and the regional language.
Minister of State in the Ministry of Finance Pankaj Chaudhary informed Rajya Sabha.
All banks have a robust board-approved grievance reparation mechanism in place to address complaints. Further, the Reserve Bank – Integrated Ombudsperson Scheme (RB-IOS), 2021, provides a cost-free platform for reparation of complaints against RBI-regulated entities (REs) in matters relating to deficiency in service, if the grievance is not redressed or a reply is not given by the RE within the prescribed timeline.
The government, through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) portal, has had a feedback call centre since June 2022, to assess citizen satisfaction after grievance disposal. The feedback data gets finally forwarded to the banks concerned for appropriate action. Further, RBI’s toll-free Contact Center (14448), operational since November 2021, provides information on the grievance reparation mechanism, assistance in filing complaints, and updates on existing cases.
While the Contact Center (CC) is available 24x7 through the Interactive Voice Response System (IVRS), the facility to connect to the CC personnel is available from Monday to Saturday (except National Holidays) from 8 am to 10 pm in Hindi, English and the regional languages.
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