Reserve Bank of India (RBI) mandates every bank to offer services in regional languages, Hindi and English.

Key facts

• All official customer communication must be issued in Hindi, English and the relevant regional language.
• Branches must display signage, instructions and grievance details in the local language.
• Customer service booklets, passbooks, account opening forms, pay-in slips and complaint procedures must be available in regional languages.
• Digital platforms including mobile apps, websites and internet banking portals must provide regional-language support.
• Call centres must offer customer assistance in local languages.
• Public Sector Banks must recruit Local Bank Officers to deliver regionally fluent service.
• Customer Service Associates must clear a Local Language Proficiency Test before joining branches.