RBI guides banks to provide customer services in regional languages as per local needs: Minister
New Delhi, Dec 2 (LatestNewsX) – The government confirmed on Tuesday that the Reserve Bank of India’s latest guidelines on bank‑customer service give detailed instructions on how to use regional languages, so that banks can tailor their operations to local needs.
In a written response to a Rajya Sabha question, Minister of State for Finance Pankaj Chaudhary said that banks have been advised to adopt a board‑approved policy covering general branch management. This includes things like display boards at every counter, customer booklets that list all services and facilities, and printed materials such as opening forms, pay‑in slips and passbooks. He added that the same information and any customer‑redressal procedures must be available in Hindi, English and the relevant regional language.
Cautiously optimistic, Chaudhary noted that most banks already operate multilingual contact centres and digital channels, offering support in regional tongues. The Department of Financial Services has also urged public‑sector banks to follow the RBI’s language guidelines.
Moreover, the RBI has reminded scheduled commercial banks that all customer communications should consistently appear in a trilingual format—Hindi, English, and the local language.
The Indian Banks’ Association, in its directive to all public‑sector banks, has recommended that they develop recruitment policies for Local Bank Officers, ensuring that staff can speak the local language effectively, especially in rural and semi‑urban areas. Current customer‑service personnel are now required to pass a Local Language Proficiency Test for the official language of the state or union territory where they will be stationed.
“This strategy will enable smooth, language‑appropriate interactions and improve overall customer service,” Chaudhary concluded.
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