RBI Guidelines Ensure Multilingual Communication And Faster Grievance Redressal By Banks

The Reserve Bank of India (RBI) continues to prioritise clear communication and efficient complaint handling for bank customers. Recent updates underline the importance of multilingual support and stronger grievance redressal mechanisms to enhance transparency and customer satisfaction.

Multilingual Communication Mandate

RBI’s Master Circular on Customer Service in Banks directs that all customer-facing materials in Scheduled Commercial Bank branches be available in Hindi, English, and the relevant regional language. In a letter dated September 30, 2024, the RBI reiterated that all customer communications must be issued in a trilingual format to ensure accessibility and clarity for customers across the country.

Grievance Redressal Mechanisms In Banks

All banks are required to have a robust board-approved grievance redressal system in place to resolve customer complaints. In addition, the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021, offers customers a cost-free platform to address service deficiencies if their complaints remain unresolved or unanswered within the prescribed timelines.

Role Of CPGRAMS In Feedback Collection

The government’s Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal, operational since June 2022, includes a feedback call centre to gauge citizen satisfaction after a grievance is addressed. The collected feedback is forwarded to the concerned banks for necessary action, helping to improve service quality over time.

Read More: Minimum Balance Rules: RBI Leaves It to Banks, Here’s What You Should Know! 

Conclusion 

These RBI initiatives aim to make banking more inclusive and transparent for all customers.

By ensuring multilingual communication and quick grievance resolution, they strengthen trust in the banking system.

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