RBI/2014-15/272
RPCD.CO.RCB.BC.No.36/07.51.010/2014-15

October 22, 2014

The Chairmen
All State and District Central Co-operative Banks (StCBs and DCCBs)

Dear Sir,

Customer Service in State/District Central Co-operative Banks (StCBs/DCCBs)

Customer service has great significance in the banking industry. The banking system in India today has tremendous outreach for delivery of financial services. It is expected that the quality of customer service will show commensurate improvement in line with the increasing expectations of the banks’ customers.

2. Reserve Bank, as the regulator of State/District Central Co-operative Banks (StCBs/DCCBs) has been actively engaged from the very beginning in the review, examination and evaluation of customer service in StCBs/DCCBs by means of various guidelines issued from time to time to the StCBs/DCCBs. On a review it is felt necessary to issue additional instructions to StCBs/DCCBs on other areas of customer service aligning with those issued to Scheduled Commercial Banks. These guidelines would be required to be complied by StCBs/DCCBs in addition to instructions already issued on Customer Service. The additional guidelines are given in Annex.

3. Please acknowledge receipt to our Regional Offices concerned.

Yours faithfully,

(A. Udgata)
Principal Chief General Manager