The Reserve Bank of India (RBI) has taken a big step to make banking easier and more accessible for everyone.
The new rules focus on using regional languages across all banking channels, aiming to help customers—especially in rural and semi-urban areas—access banking services without language barriers.
A Customer-Friendly Banking Framework
Under the updated guidelines, banks must follow a Board-approved policy covering customer service, branch management, and multilingual communication.
Key requirements include:
All official communication must be in Hindi, English, and the relevant regional language.
Branch signage, instructions, and grievance information should be in the local language.
Passbooks, account forms, pay-in slips, and complaint procedures must also be available in regional languages.
These steps aim to standardize customer experience and reduce language-related difficulties that often prevent rural customers from fully using banking services.
Digital Banking Goes Regional
The multilingual mandate also extends to digital platforms. Banks must now:
Provide regional-language support on mobile apps, websites, and internet banking portals.
Offer customer assistance in local languages at call centres.
This is expected to encourage more people to adopt digital banking, particularly in areas where English literacy is low.
Local Officers to Improve Communication
The Department of Financial Services (DFS) has asked Public Sector Banks (PSBs) to hire Local Bank Officers (LBOs) who are fluent in regional languages.
The Indian Banks’ Association (IBA) has supported this, pushing PSBs to create structured recruitment and training policies.
Frontline staff, such as Customer Service Associates (CSAs), must now pass a Local Language Proficiency Test (LPT) before joining branches.
This ensures smoother communication at counters—a common source of complaints in the past.
Government Backs Accessible Banking
Minister of State for Finance Pankaj Chaudhary highlighted these changes in the Rajya Sabha, emphasizing the government’s focus on inclusive banking.
With these new norms, customers across India can expect clearer communication, better service, and a banking experience that fits local language needs.
