New Delhi, 12 Aug 2025
The Reserve Bank of India (RBI) has reiterated that banks must communicate with customers in Hindi, English, and the regional language of the concerned area to ensure clarity and accessibility. The directive, part of RBI’s Master Circular on Customer Service, mandates that all customer-facing materials in Scheduled Commercial Banks be made available in a trilingual format.
In a letter dated September 30, 2024, RBI stressed that all customer communications from letters to notices must follow this three-language rule.
The central bank also highlighted the robust grievance redressal mechanisms in place, including the Reserve Bank–Integrated Ombudsman Scheme (RB-IOS), 2021, which provides a cost-free platform for complaints against RBI-regulated entities.
Additional customer support measures include:
- CPGRAMS Feedback Call Centre (since June 2022) to track citizen satisfaction on grievance resolution.
- RBI’s Toll-Free Contact Centre (14448), operational since November 2021, offering assistance in Hindi, English, and 10 regional languages. While IVRS runs 24×7, live personnel are available Monday to Saturday, 8 AM to 10 PM, except on national holidays.
The announcement was made by Minister of State for Finance, Pankaj Chaudhary, in a written reply to the Rajya Sabha.
Source: PIB
