**Summary:**
This Reserve Bank of India (RBI) circular (RBI201920203 DOR.CO.Leg.BC.No.59/09.07.005/2019-20) dated March 31, 2020, addresses the provision of doorstep banking services for senior citizens and differently-abled persons by all Scheduled Commercial Banks (including RRBs), Payments Banks, Small Finance Banks, and Local Area Banks.
The circular follows up on earlier instructions (DBR.No.Leg.BC.96/09.07.005/2017-18 dated November 9, 2017) that advised banks to offer basic banking services at the doorstep of senior citizens (over 70 years) and differently-abled individuals. Observing that implementation has been lacking or restricted, this circular reinforces the directive and provides further guidance.
Banks are now instructed to incorporate the following in their Board-approved policy for these services:
1. Doorstep banking services must be offered on a pan-India basis. Banks are required to develop a Board-approved framework to determine which branches/centers will mandatorily provide these services and which will offer them on a "best effort" basis. This policy must be made public, and the list of branches offering doorstep banking services must be regularly updated on the bank's website.
2. Banks must adequately publicize the availability of these services in their public awareness campaigns. Charges for these services must be clearly indicated in brochures and on the bank's website.
Banks are required to report progress on this matter to the Customer Service Committee of the Board every quarter. Strict compliance with these instructions was mandated by April 30, 2020.
For further information, contact the Department of Regulation, Central Office, Central Office Building, 12th/13th Floor, Shahid Bhagat Singh Marg, Fort, Mumbai – 400001. Phone: 22661602, 22601000. Fax: 022-2270 5691. Email: cgmicdor@rbi.org.in. The circular was issued by Prakash Baliarsingh, Chief General Manager.
Key Entities Referenced
Scheduled Commercial Banks: A category of banks regulated by the Reserve Bank of India (RBI).
Regional Rural Banks (RRBs): Regional Rural Banks in India.
Payments Banks: A type of bank in India that can accept deposits and offer payment services.
Small Finance Banks: A type of bank in India focused on providing basic banking services to underserved populations.
Local Area Banks: A type of bank in India operating in a specific geographic area.
Senior Citizens: Refers to elderly individuals, specifically those above 70 years of age in the context of the circular.
Differently Abled Persons: Individuals with disabilities, who are the target of the doorstep banking services.
Reserve Bank of India (RBI): The central bank of India, responsible for regulating the banking sector.
RBI/2019-20/203
DOR.CO.Leg.BC.No.59 /09.07.005/2019-20 March 31, 2020
All Scheduled Commercial Banks (including RRBs)
All Payments Banks
All Small Finance Banks
All Local Area Banks
Dear Sir/ Madam
Doorstep Banking Services for Senior Citizens and Differently Abled Persons
Please refer to para 2(g) of our circular DBR.No.Leg.BC.96/09.07.005/2017-18 dated
November 9, 2017 on the captioned subject.
2. Banks were advised to make concerted efforts to offer certain basic banking
services to senior citizens of more than 70 years of age and differently abled persons
at the doorstep of such customers. Although banks were advised to implement the
instructions by December 31, 2017, it has been observed that such services are yet
to be offered by banks or were restricted to select branches.
3. In order to make the doorstep banking services for senior citizens and differently
abled persons effective, banks are advised to incorporate the following aspects in
their Board approved policy for such services:
i. Banks shall offer the doorstep banking services on pan India basis. Banks
should develop a Board approved framework for determining the nature of
branches/centres where these services will be provided mandatorily and
those where it will be provided on a best effort basis and make the policy
public. The list of branches offering such doorstep banking services shall be
displayed/updated on the bank’s website regularly.
ii. Banks shall give adequate publicity to the availability of these services in
their public awareness campaigns. The charges, in this regard, shall also be
prominently indicated in brochures and published in their websites.
िविनयमनिवभाग क��ीयकायार्लय क��ीयकायार्लयभवन व� व�मंिज़ल शहीदभगत�संहमागर् फोटर् मुंबई टेलीफोन Tel No:
22661602, 22601000फैक्स Fax No: 022-2270 5691
Departm ent of, Regu lation, C, entra l Office , Cen, t1 ra2 l O/ f f1 ic3 e B uildin, g , 12t h/ 13 th F loor,, Sha, hid B - h 4 a0 g0 a0 t 0 S1 ingh Ma/ r g, Fort,
Mumbai - 400001, Em ail ID/ : cgmicdor@rbi.org.in-2-
4. Banks shall report the progress made in this regard to the Customer Service
Committee of the Board every quarter. Further, they must ensure strict compliance
with the above instructions by April 30, 2020.
Yours faithfully
(Prakash Baliarsingh)
Chief General Manager