Govt Reinforces Regional Language Mandate In Banking; PSBs To Hire Local-Language Staff

New Delhi, Dec 3 (KNN) The government has reiterated that banks must provide customer services in regional languages as per Reserve Bank of India (RBI) guidelines, Minister of State for Finance Pankaj Chaudhary informed Parliament.

He said RBI’s customer service directions require banks to use regional languages in service delivery and ensure that key materials, such as forms, passbooks, pay-in slips, and service booklets, are available in Hindi, English and the relevant local language. 

Banks have also been instructed to display indicator boards in regional languages and provide multilingual support through contact centres and digital channels.

Chaudhary said the Department of Financial Services has advised public sector banks to adhere strictly to these norms. RBI has further directed scheduled commercial banks to issue all customer communications in a trilingual format.

He added that the Indian Banks’ Association (IBA) has asked public sector banks to frame policies for hiring Local Bank Officers (LBOs) to strengthen communication with customers, especially in rural and semi-urban areas. 

Public sector banks now also require Customer Service Associates (CSAs) to clear a Local Language Proficiency Test (LPT) before posting, ensuring effective service delivery in regional languages.

These reforms are expected to benefit MSMEs, particularly those in rural and semi-urban regions, by improving their ease of communication with banks. 

Clearer documentation and multilingual customer support can reduce procedural errors, improve loan processing and strengthen financial inclusion. 

(KNN Bureau)