RBI/2010–11/78
DBOD No.Leg.BC. 19 / 09.07.006/2010-11

July 1, 2010
Ashadha 10, 1932

All Scheduled Commercial Banks
(Excluding RRBs)

Dear Sir,

Master Circular on Customer Service in banks

Please refer to the Master Circular DBOD.No.Leg.BC. 9/09.07.005/2009-10 dated July 01, 2009 consolidating many of the important instructions issued by us in the area of customer service up to June 30, 2009.  The Master Circular has been suitably updated by incorporating the instructions issued up to June 30, 2010 and has also been placed on the RBI website (http://www.rbi.org.in). A copy of the Master Circular is enclosed.

2.  It may be noted that the Master Circular consolidates and updates all the instructions contained in the circulars listed in the Appendix to the Master Circular.

3.  Banks are also advised to ensure that copies of the circular are available in all their branches so that the customers can peruse the same.

Yours faithfully,

(P.R. Ravi Mohan)
Chief General Manager