Master Circulars

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Master Circular on Customer Service in banks

RBI / 2009-10 / 57
DBOD.No.Leg. BC.9 /09.07.006/2009-10

July 1, 2009

All Scheduled Commercial Banks
(Excluding RRBs)

Dear Sir,

Master Circular on Customer Service in banks

Please refer to the Master Circular DBOD.No.Leg.BC.75/09.07.005/2008-09 dated November 3, 2008 consolidating many of the important instructions issued by us in the area of customer service up to October 31, 2008. The Master Circular has been suitably updated by incorporating the instructions issued up to June 30, 2009 and has also been placed on the RBI website ( A copy of the Master Circular is enclosed.

2. It may be noted that the Master Circular consolidates and updates all the instructions contained in the circulars listed in the Appendix to the Master Circular.

3. Banks are also advised to ensure that copies of the circular are available in all their branches so that the customers can peruse the same.

Yours faithfully

(B. Mahapatra)
Chief General Manager