RBI/2013-14/589
RPCD.CO.RRB.BC.No. 100/03.05.33/2013-14

May 12, 2014

The Chairmen
All Regional Rural Banks

Dear Sir,

Customer Service in Regional Rural Banks

Customer service has great significance in the banking industry. The banking system in India today has perhaps the largest outreach for delivery of financial services and is also serving as an important conduit for delivery of financial services. While the coverage has been expanding day by day, the quality and content of dispensation of customer service has come under tremendous pressure mainly owing to the failure to handle the soaring demands and expectations of the customers.

2. Reserve Bank, as the regulator of Regional Rural Banks (RRBs), has been actively engaged from the very beginning in the review, examination and evaluation of customer service in RRBs by means of various guidelines issued from time to time to the RRBs. On review it is felt necessary to issue additional instructions to RRBs on other areas of customer service aligning with those issued to Scheduled Commercial Banks. These guidelines would be required to be complied by RRBs in addition to instructions already issued on Customer Service from time to time.

The additional guidelines are given in Annex.

3. Please acknowledge receipt to our Regional Offices concerned.

Yours faithfully,

(A. Udgata)
Principal Chief General Manager