Press Release; Dated: 12.08.2025
RBI’s Directive on Multilingual Communication
The Reserve Bank of India (RBI) has mandated that all banks must communicate with customers in Hindi, English, and the respective regional language of the customer. This ensures that customers across the country can understand critical banking information in a language they are comfortable with, promoting financial inclusion and transparency.
Board-Approved Grievance Redressal Mechanisms
In addition to multilingual communication, the RBI has directed banks to establish a board-approved grievance redressal mechanism. This framework should be designed to address customer concerns efficiently and in a timely manner, ensuring accountability at the highest levels of bank governance.
Escalation Through the RBI Integrated Ombudsman Scheme
If a customer’s grievance remains unresolved through the bank’s internal mechanism, they have the option to escalate their complaint under the RBI Integrated Ombudsman Scheme. This scheme provides a structured and impartial platform for resolving disputes between customers and banks, thereby strengthening consumer protection.
Government’s CPGRAMS Feedback Initiative
The government has also taken steps to improve grievance handling through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) portal. Since June 2022, a dedicated feedback call centre has been operational to assess citizen satisfaction after their grievances are resolved. This initiative aims to ensure continuous improvement in service delivery and responsiveness.
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