How are RBI guidelines enhancing multilingual customer communication and speeding up grievance resolution?
Click to start listening
Synopsis
The Reserve Bank of India is taking significant steps to improve customer service by ensuring communication is accessible in multiple languages. This initiative aims to enhance transparency and efficiency in grievance redressal, making banking more user-friendly for everyone. Learn how these efforts can benefit you!
Key Takeaways
- RBI emphasizes multilingual communication for clearer customer interactions.
- All materials must be available in Hindi, English, and the regional language.
- The RB-IOS offers a no-cost grievance redressal platform.
- The CPGRAMS portal assesses citizen satisfaction post-grievances.
- The toll-free Contact Centre assists customers in multiple languages.
New Delhi, Aug 12 (NationPress) The Reserve Bank of India has consistently emphasized the significance of effective and comprehensible communication between financial institutions and their clientele, highlighting the necessity of utilizing the language preferred by the customer, as stated in Parliament on Tuesday.
According to Pankaj Chaudhary, Minister of State for Finance, the RBI's Master Circular on Customer Service in Banks mandates that all materials directed at customers in the branches of Scheduled Commercial Banks be accessible in Hindi, English, and the respective regional language.
Reaffirming this directive, the RBI reiterated on September 30, 2024, that all customer communications should be issued in a tri-lingual format — Hindi, English, and the relevant regional language — to promote transparency, clarity, and convenience for everyone, the Minister added.
As per the minister, all banks maintain a comprehensive board-approved grievance redressal system to resolve complaints.
Moreover, the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021, offers a no-cost platform for addressing grievances against RBI-regulated entities concerning service deficiencies, provided the complaint is not resolved or the entity fails to respond within the stipulated timeframe, Chaudhary stated.
The government has also implemented the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal, which has featured a feedback call center since June 2022, to evaluate citizen satisfaction post-grievance resolution, with feedback being forwarded to the respective banks for necessary action, the Minister mentioned.
Additionally, the RBI operates a toll-free Contact Centre (14448), in service since November 2021, which offers information about the grievance redressal process, support in lodging complaints, and updates on ongoing cases.
The Contact Centre is available 24/7 via the Interactive Voice Response System (IVRS), while direct connection to personnel is available from Monday to Saturday (excluding National Holidays) in Hindi, English, and 10 other regional languages.
Point of View
The RBI's commitment to multilingual communication and effective grievance redressal signifies a pivotal shift towards inclusivity in banking. These measures are essential for fostering trust and ensuring that all customers, regardless of their language preference, can engage effectively with financial institutions. This approach not only addresses immediate concerns but also builds a foundation for long-term customer satisfaction and loyalty.
NationPress
06/10/2025
Frequently Asked Questions
What languages are mandated for customer communication by the RBI?
The RBI mandates that customer-facing materials must be available in Hindi, English, and the respective regional language.
What is the purpose of the RB-IOS?
The RB-IOS provides a cost-free platform for addressing complaints against RBI-regulated entities, particularly when grievances are not resolved within the stipulated timeframe.
How can customers provide feedback after grievance resolution?
Customers can provide feedback through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal, which assesses citizen satisfaction post-grievance disposal.
What services does the RBI's Contact Centre provide?
The RBI's Contact Centre offers information on grievance redressal mechanisms, assistance in filing complaints, and updates on existing cases.
When is the Contact Centre available for direct connection?
The Contact Centre is available for direct connection from Monday to Saturday (excluding National Holidays) in Hindi, English, and 10 regional languages.
