RBI mandates multilingual communication & stronger grievance redressal in banks

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  • Last Updated on 14 August, 2025

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RBI multilingual communication RBI grievance redressal RBI customer service norms banking Ombudsman Scheme RBI language mandate

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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Author: Taxmann

Taxmann Publications has a dedicated in-house Research & Editorial Team. This team consists of a team of Chartered Accountants, Company Secretaries, and Lawyers. This team works under the guidance and supervision of editor-in-chief Mr Rakesh Bhargava.

The Research and Editorial Team is responsible for developing reliable and accurate content for the readers. The team follows the six-sigma approach to achieve the benchmark of zero error in its publications and research platforms. The team ensures that the following publication guidelines are thoroughly followed while developing the content:

  • The statutory material is obtained only from the authorized and reliable sources
  • All the latest developments in the judicial and legislative fields are covered
  • Prepare the analytical write-ups on current, controversial, and important issues to help the readers to understand the concept and its implications
  • Every content published by Taxmann is complete, accurate and lucid
  • All evidence-based statements are supported with proper reference to Section, Circular No., Notification No. or citations
  • The golden rules of grammar, style and consistency are thoroughly followed
  • Font and size that's easy to read and remain consistent across all imprint and digital publications are applied