RBI Issues Guidelines For Regional Language Customer Services In Banks

India’s banking ecosystem is set for a wider shift towards regional language inclusion as the Reserve Bank of India’s latest guidelines on customer services move into active implementation. The Ministry of Finance has stated that these provisions are designed to ensure smoother communication between banks and customers, particularly in regions where linguistic diversity shapes daily interactions. The initiative forms part of ongoing efforts to improve service delivery and strengthen the relationship between public institutions and citizens.

Trilingual Communication To Become Standard Practice

The updated framework requires all banks to adopt a trilingual approach while communicating with customers. This means every notice, alert or service-related document must be issued in Hindi, English and the relevant regional language. The directive applies to both physical and digital communication, ensuring consistency across branches, call centres and online platforms.

Banks have also been instructed to maintain a Board-approved policy for branch management. This includes clear display boards, detailed service booklets and printed materials such as account-opening forms, passbooks and pay-in slips made available in all three languages. The wider use of multilingual digital channels and contact centres is intended to ensure that customers receive assistance in their preferred regional language without barriers.

Public Sector Banks Asked To Strengthen Local Language Staffing

To support this shift, the Department of Financial Services has urged Public Sector Banks to intensify compliance with RBI’s language guidelines. A key measure involves the recruitment of Local Bank Officers, allowing branches—especially in rural and semi-urban regions—to interact more effectively with customers who rely on their local language for financial transactions.

The Indian Banks’ Association has also advised PSBs to develop structured hiring policies for such officers. Additionally, frontline roles handled by Customer Service Associates now require candidates to pass a Local Language Proficiency Test before posting. This step aims to ensure seamless communication at service counters, improving both customer confidence and service efficiency.

Government Reaffirms Focus On Inclusive Banking

Minister of State for Finance Shri Pankaj Chaudhary affirmed that these measures are being actively implemented across the banking network. By expanding regional language use, the government aims to strengthen financial inclusion and ensure every customer, regardless of linguistic background, receives clear, accessible and responsive banking services.