DRAFT FOR COMMENTS

RBI/2025-26/--
DoR.LIC.REC.No./00-00-000/2025-26

XX, 2025

Reserve Bank of India (Payments Banks - Branch Authorisation) Directions, 2025

In exercise of the powers conferred by Section 23 and Section 35A of the Banking Regulation Act, 1949 the Reserve Bank of India (‘RBI’) being satisfied that it is necessary and expedient in the public interest to do so, hereby issues the Directions hereinafter specified.

Chapter I - Preliminary

A. Short Title and Commencement

1. These Directions shall be called the Reserve Bank of India (Payments Banks - Branch Authorisation) Directions, 2025.

2. These directions shall come into force with immediate effect.

B. Applicability

3. These Directions shall be applicable to Payments Banks (hereinafter collectively referred to as 'banks' and individually as a 'bank').

C. Definitions

4. In these Directions, unless the context states otherwise, the terms herein shall bear the meanings assigned to them below:

(1) ‘Access Point’ means a Banking Outlet of a bank.

(2) ‘Administrative Office or Controlling Office’ means a corporate, regional, zonal, or any other office, by whatsoever name called, that exercises control or oversight functions on units / Banking Outlets / Offices falling under its jurisdiction and undertakes internal administrative functions including oversight of bank’s own staff and carries out no banking or business transactions. Direct interface with customers is not permitted.

(3) ‘Back Offices’ means a Central Processing Centre (CPC) or an Office, by whatever name called, that exclusively attends to functions such as data processing, processing of loans, verification and processing of documents, issuance of cheque books, demand drafts etc. on requests received from other Banking Outlets and carries out other functions incidental to banking business. Direct interface with customers is not permitted.

(4) ‘Banking Outlet’ is a fixed point service delivery unit, manned by either bank’s staff or its Business Correspondent where services of acceptance of deposits, encashment of cheques / cash withdrawal, or lending of money are provided for a minimum of four hours per day for at least five days a week. It carries uniform signage with name of the bank and authorisation from it, contact details of the controlling authorities and complaint escalation mechanism. The bank should have a regular off-site and on-site monitoring of the ‘Banking Outlet’ to ensure proper supervision, ‘uninterrupted service’ except temporary interruptions due to telecom connectivity, etc. and timely addressing of customer grievances. The working hours/days need to be displayed prominently.

A Banking Outlet which does not provide delivery of service for a minimum of four hours per day and for at least five days a week will be considered a ‘Part-time Banking Outlet’.

Explanations:

1. Extension Counters, Satellite Offices, Part-shifted Branches, Ultra Small Branches and Specialised Branches, subject to their satisfying the definition given above, shall be treated as independent ‘Banking Outlets’ or ‘Part-time Banking Outlets’, as the case may be.
2. ATMs, E- lobbies, Bunch Note Acceptor Machines (BNAM), Cash Deposit Machines (CDM), E- Kiosks and Mobile Branches will not be treated as ‘Banking Outlets’. Point of Sale (PoS) terminals where limited cash withdrawal facility is allowed by banks in terms of extant instructions without having an arrangement with the concerned entities as ‘business correspondents’ will not be considered as ‘Banking Outlets’.

(5) ‘Unbanked Rural Centre’ (URC) is a rural (Tier 5 and 6) centre that does not have a CBS-enabled ‘Banking Outlet’ for carrying out customer based banking transactions.

5. All other expressions, unless defined herein, shall have the same meaning as have been assigned to them under the Banking Regulation Act, 1949 or the Reserve Bank of India Act, 1934 or any statutory modification or re-enactment thereto, or Glossary of Terms published by RBI or as used in commercial parlance, as the case may be.

Chapter II – Role of Board of Directors

A. Board Approved Policy

6. A bank shall put in place separate Board-approved policies for the following:

• 1) Opening, merging, shifting, conversion and closure of Banking Outlets for strict compliance with these directions, in letter and spirit as prescribed in paragraphs 8 to 18.

  2) Opening of Mobile Branches, Administrative Offices, Back Offices, Call Centres, Mobile Automated Teller Machines (ATMs), Cash Deposit Machines (CDMs) / Bunch Note Acceptor Machines (BNAMs), etc. as prescribed in paragraphs 19 to 21 and paragraphs 24 to 31.

  3) Acquisition of accommodation on lease / rental basis by a bank for its use as specified in paragraph 22.

  4) Engagement of Business Correspondents (BCs) with the objectives of adequate oversight of the BCs as well as provision of services to customers, putting in place an effective complaints redressal system as prescribed in paragraphs 32 to 52.

  5) Offering Doorstep Banking services including selection of agents and payment of fee / commission, charges, if any, to be levied on the customer, etc. as prescribed in paragraphs 53 to 68.

B. Key responsibilities

7. The Board of a bank shall fulfil the following responsibilities:

(1) Banking Outlets

1. The Board shall ensure regular off-site and on-site monitoring system of the ‘Banking Outlet’ to ensure proper supervision, ‘uninterrupted service’ and timely addressing of customer grievances.
2. The Board shall regularly review and monitor the transactions in the Banking Outlets to see that banking services are being transacted in these outlets and more specifically the target customers for financial inclusion are getting the banking facilities in unbanked rural centres.
3. The Board shall set internal targets for financial inclusion. As Payments Banks have been set up to further financial inclusion and their client base would primarily be migrant labour workforce, low income households, small businesses, other unorganised sector entities, etc. their internal targets shall be in line with their objectives.
4. The Board shall undertake quarterly review of submission of data to RBI and the progress made in capturing of data on centre-wise and tier-wise customer accounts and transactions (Type and number of accounts, deposits received, advances made, remittances processed, outstanding balances, etc.).

(2) Business Correspondent Model (BC)

1. The Board shall examine the issue of allowing BCs to handle deposit and payment transactions of various credits, remittance, overdraft and other products of bank
2. The Board shall review the operations of BCs at least once every six months with a view to ensuring that requirement of prefunding of Corporate BCs and BC Agents should progressively taper down with the passage of time as specified in paragraph 49.
3. The Board of a bank shall review the position of payment of remuneration of BCs and shall also lay down a system of monitoring by the top management of the bank.

(3) Doorstep Banking

1. The Board shall review the operation of doorstep banking facility on a half-yearly basis, during the first year of its operation and subsequently on an annual basis.

Chapter III – Banking Outlet Authorisation

A. Opening of Banking Outlets

A.1 General Conditions

8. A bank shall require prior authorisation of RBI for opening of any Banking Outlets as detailed in paragraph 17 below. The policy covers the opening of ‘Banking Outlets’ in all Tiers as defined on the basis of population as per Census 2011. The tier-wise and population group-wise classification of centres is provided below.

9. The opening of ‘Banking Outlets’ during a financial year will be subject to the conditions given below:

i. At least 25 percent of the total number of ‘Banking Outlets’ opened during a financial year shall be opened in Rural Centres (RC), as defined in the above table.

ii. A ‘Part-time Banking Outlet’, opened in any Centre, will be counted and added to the denominator as well as numerator on pro rata basis for computing the requirement as well as the compliance with the norm of opening 25 percent Banking Outlets in RCs.

Illustrations:

The prescribed period for Banking Outlet is 4 hours per day for 5 days (minimum of 20 hours spread over 5 days) this will remain constant denominator. For ensuring that fairly regular service is available to customers, a maximum of 4 hours per day will be counted.

Example 1

• A banking outlet works for 2 hours for 2 days
• Multiplying 2 x 2= 4 hours out of 20 prescribed hours.
• It will be counted 0.2 (4/20) outlet.
• It would be added to the denominator (if opened in any centre / any tier) and in the numerator (if opened in RC).

Example 2

• A banking outlet works for 6 hours for 3 days
• Max. benefit allowed: 4 hours per day
• Hence 4 x 3 = 12 so 12/20 = It will be equal to 0.6 outlet.

Example 3

• Total no. of Banking Outlets (Full time) opened - 100
• Opened in RCs (Full time) – 30
• Opened in RCs (Part time Banking Outlet) - 2 outlets working for 6 hours for 3 days in RCs. Max. Benefit allowed: 4 hours per day
• Hence 4 x 3 = 12 so 12/20 = It will be equal to 0.6 = 06*2 = 1.2 outlets.
• For computation of 25% RC,
  • Total outlets opened = 100+1.2 = 101.2
  • Opened in RC = 30+1.2 =31.2
  • RC % = 31.2/101.2*100 = 30.83% (Complies with the norm)

iii. ‘Banking Outlet’ / ‘Part-time Banking Outlet’ opened in any Tier 3 to Tier 6 centre of North-Eastern States and Sikkim as well as in any Tier 3 to 6 centre of Left-wing Extremism (LWE) affected districts as notified by the Government of India from time to time, shall be considered as equivalent to opening a ‘Banking Outlet’/ ‘Part-time Banking Outlet’, as the case may be, in a RC. A list of 38 LWE affected districts in 9 States as identified by the Government is provided below.

As the overall objective of these guidelines is enabling expansion of banking facilities in these underbanked / underserved centres, each banking outlet opened, irrespective of the banked / unbanked status of the Centre, will be reckoned as having been opened in a RC.

iv. The time given to a bank for opening an outlet in a RC is one financial year. If a bank fails to adhere to the requirement of opening 25 percent Banking Outlets in a year, appropriate penal measures, including restrictions on opening of Tier 1 branches, may be imposed.

10. To encourage banks to open / frontload more number of banking outlets in rural centres, a bank shall be allowed to carry forward the benefit of the ‘Banking Outlets’, if any, opened in excess of the requirement specified in paragraph 9(i) above, for a period of next two years. No extension to avail the benefit shall be allowed.

11. To enable a bank to have information for identifying a URC, State Level Banker Committee (SLBC) shall play a constructive and proactive role. The SLBCs shall compile and have an updated list of all URC in the State which shall be displayed on its website. This list will facilitate banks to choose / indicate the place where it wishes to open a ‘Banking Outlet.’ The bank shall inform and coordinate with the SLBC Convenor bank to earmark the centre identified by it. If a bank fails to open the banking outlet in the prescribed period of one year as per paragraph 9(iv) above, the SLBC convenor bank may indicate the centre as available for other banks to open a Banking Outlet. The non-member banks of the SLBC, may also refer to the website and keep the SLBC Convenor bank informed of the centres identified by them.

12. If a bank proposes to undertake government business at any of the banking outlets / part-time banking outlets, it shall require prior approval of the Government authority concerned as also of Department of Government and Bank Accounts, Central Office, RBI. The application for the same shall be made using the Pravaah portal (https://pravaah.rbi.org.in).

A.2 Merger / closure / shifting / conversion of banking outlets

13. A bank may shift, merge or close all ‘Banking Outlets’ (except rural outlets and sole semi-urban outlets) at its discretion.

14. Any rural ‘Banking Outlet’ as well as a sole semi urban ‘Banking Outlet’ would require approval of the District Consultative Committee (DCC) / District Level Review Committee (DLRC) for merger, closure and shifting outside a revenue centre. However, conversion of any rural or sole semi-urban banking outlet into a full-fledged brick and mortar branch and vice versa would not require such approval. While merging / closing / shifting / converting a rural or a sole semi urban ‘Banking Outlet’, the bank and DCC / DLRC shall ensure that the banking needs of the centre continue to be met.

15. A bank shall also ensure that customers of the Banking Outlet, which is being merged / closed / shifted are informed well in time so as to avoid inconvenience to them. Further, the bank shall ensure that it continues to fulfill the role entrusted to these ‘Banking Outlets’ under the Government sponsored programmes and Direct Benefit Transfer Schemes.

16. A bank shall further ensure that ‘Banking Outlets’ are shifted within the same or to a lesser population category, i.e., semi urban ‘Banking Outlets’ to semi urban or rural centres and rural ‘Banking Outlets’ to other rural centres.

A.3 Opening of banking outlets – prior authorisation

17. A bank shall obtain prior authorisation of Department of Regulation, Central Office (DoR, CO), RBI for opening all categories of banking outlets. The bank shall submit its Annual Banking Outlet Expansion Plan (ABOEP) with the consolidated details of proposals for opening, closing, shifting, merger and conversion of these banking outlets as per Proforma given in Annex I. All the applications relating to branch authorisation shall be made using the Pravaah portal (https://pravaah.rbi.org.in).

18. A bank shall ensure that all the proposals conform to the guidelines contained in the above paragraphs applicable. On approval of the consolidated proposal, individual proposals for opening new branches at specific centres, for which prior permission is required from RBI, shall be submitted in the prescribed Form VI (Annex II) in terms of Rule 12 of the Banking Regulation (Companies Rules), 1949, to the DoR, CO for approval using the Pravaah portal (https://pravaah.rbi.org.in). The ABOEP and any other proposals required to be submitted to RBI in this regard should have the approval of the Board of Directors of the bank or such other authority to which powers have been delegated by the Board of the bank. The bank shall ensure that an authenticated / certified copy of such approval is invariably submitted along with these proposals. (3) The validity of the authorisation granted would be one year from the date of the issue of the letter of authorisation / permission. No extension in validity period of the authorisation would be allowed. However, in case a bank is unable to open a particular branch due to genuine reasons during the validity period of one year, it may approach DoR, CO, before expiry of validity period of authorisation for extension of time for a further period not exceeding one year. At centres where the bank fails to open a branch within the validity period of the authorisation i.e. one year (or within the extended time of another year, as the case may be), the permission granted would automatically lapse and if the bank is still interested in opening the branch at that centre, it should include it as a fresh proposal in the next ABOEP

A.4 Mobile Branches

19. A bank is allowed to open / operate mobile branches in all Centres. These mobile branches shall not be considered as Banking Outlets.

A.5 Administrative Offices, Controlling Offices, Back Offices and Call Centres

20. A bank shall obtain prior approval of DoR, CO for all categories of offices viz. Administrative Offices (Head / Regional / Zonal Offices, etc.), Training Centres, Controlling Offices, Back Offices (Central Processing Centres (CPCs) / Service Branches), Treasury Branches and Call Centres, etc. Applications for the same shall be made using the Pravaah portal (https://pravaah.rbi.org.in).

21. A bank shall ensure that the back offices shall not have any direct interface with customers for them to be not considered as banking outlets.

A.6 Acquisition of Accommodation on Lease / Rental basis

22. While the norms and procedures for acquisition of accommodation on lease / rental basis by a bank for its use is left to be determined by the bank itself, a bank shall ensure that its Banking Outlets are not functioning from premises unauthorised in law. Further, the bank shall ensure that the legitimate grievances of owners of property leased to the bank are examined at appropriately senior level in the bank and expeditious action taken to redress such grievances.

23. While acquiring premises for opening of a Banking Outlet, a bank shall ensure that the location of the Banking Outlet complies with the local norms / laws of Municipal Corporation / Nagar Palika / Town area authority / Village Panchayat or any other competent authority.

B. Off-site / Mobile Automated Teller Machines (ATMs), Cash Deposit Machines (CDMs) / Bunch Note Acceptor Machines (BNAMs)

B.1 ATMs

24. A bank is allowed to set up onsite / offsite Automated Teller Machines (ATMs) at centres / places identified by it, including Special Economic Zones (SEZs). Such ATMs shall not be reckoned as ‘Banking Outlets’ as defined in paragraph 4(4) above.

25. The business transacted at the Off-site ATM shall be recorded in the books of the respective branch/ base branch / Centralised Data Centre.

26. The bank is permitted to post suitable staff member(s) to provide guidance to the customers using the services of these outlets.

27. The bank shall make adequate stand-by arrangements for meeting the cash requirements of the ATM.

28. The bank shall ensure that only properly sorted and examined notes are put into circulation through the ATM.

29. Third party advertisement on the ATM screens / Network, such as display of products of other manufacturers / dealers / vendors is not permitted. However, there is no objection to the bank utilising the ATM screens for displaying its own products.

30. The ATMs installed in SEZs shall deal in Indian Rupee (₹) only.

B.2 CDMs / BNAMs

31. A bank is permitted to install CDMs / BNAMs at centres / places identified by it without having the need to take permission from RBI in each case, subject to following conditions:

1. CDMs / BNAMs may be installed at any place identified by the bank with adequate security arrangements.
2. CDMs / BNAMs shall not return any note which is suspect / counterfeit to the customer.
3. An audit trail of transactions shall be available to enable reporting of counterfeit notes detected.
4. The bank is permitted to post suitable staff member(s) to provide guidance to the customers using the services of these outlets.

Explanation: Such CDMs / BNAMs shall not be reckoned as ‘Banking Outlets’ as defined in paragraph 4(4) above.

Chapter IV – Business Facilitator / Business Correspondent Model

A. Eligibility

32. With the objective of ensuring greater financial inclusion and increasing the outreach of the banking sector, a bank is permitted to use the services of intermediaries in providing financial and banking services through the use of Business Facilitator / Business Correspondent Model as per the directions contained in this chapter.

B. Guidelines for Engaging Business Facilitator

33. Under the ’Business Facilitator’ model, a bank may use the services of intermediaries such as:

1. NGOs / SHGs
2. Farmers Clubs
3. Cooperatives
4. Community based organisations
5. IT enabled rural outlets of corporate entities
6. Post Offices
7. Insurance agents
8. Well functioning Panchayats
9. Village Knowledge Centres
10. Agri Clinics
11. Agri Business Centres
12. Krishi Vigyan Kendras

34. Depending on the comfort level of a bank for providing facilitation services, such services may include (i) identification of borrowers and fitment of activities; (ii) collection and preliminary processing of loan applications including verification of primary information / data; (iii) creating awareness about savings and other products and education and advice on managing money and debt counselling; (iv) processing and submission of applications to banks; (v) promotion and nurturing Self Help Groups / Joint Liability Groups; (vi) post-sanction monitoring; (vii) monitoring and handholding of Self Help Groups / Joint Liability Groups / Credit Groups / others; and (viii) follow-up for recovery.

C. Guidelines for engaging Business Correspondents (BCs)

35. A bank may engage Business Correspondents (BCs), subject to compliance with the guidelines contained in this Chapter. The bank shall formulate a policy for engaging Business Correspondents (BCs) with the approval of its Board of Directors. Due diligence may be carried out on the individuals / entities to be engaged as BCs prior to their engagement. The due diligence exercise may, inter alia, cover aspects such as (i) reputation / market standing, (ii) financial soundness, (iii) management and corporate governance, (iv) cash handling ability and (v) ability to implement technology solutions in rendering financial services. Every retail outlet / sub-agent of BC shall be attached to and be under the oversight of a specific Banking Outlet manned by bank’s employee designated as the base Banking Outlet.

C.1 Eligible individuals / entities

36. A bank may engage the following individuals / entities as BCs:

(1) Individuals like retired bank employees, retired teachers, retired government employees and ex-servicemen, individual owners of kirana / medical / Fair Price shops, individual Public Call Office (PCO) operators, agents of Small Savings schemes of Government of India / Insurance Companies, individuals who own Petrol Pumps, authorised functionaries of well-run Self Help Groups (SHGs) which are linked to banks, any other individual including those operating Common Service Centres (CSCs);

(2) NGOs / MFIs set up under Societies / Trust Acts and Section 8 Companies;

(3) Cooperative Societies registered under Mutually Aided Cooperative Societies Acts / Cooperative Societies Acts of States / Multi State Cooperative Societies Act;

(4) Post Offices; and

(5) Companies registered under the Indian Companies Act, 1956 with large and widespread retail outlets, other than Non Banking Financial Companies (NBFCs).

(6) Non-deposit taking NBFCs (NBFCs-ND) may be engaged as BCs, subject to the following conditions:

1. It shall be ensured that there is no comingling of bank funds and those of the NBFC-ND appointed as BC.
2. There shall be a specific contractual arrangement between the bank and the NBFC-ND to ensure that all possible conflicts of interest are adequately taken care of.
3. The bank shall ensure that the NBFC-ND does not adopt any restrictive practice such as offering savings or remittance functions only to its own customers and forced bundling of services offered by the NBFC-ND and the bank does not take place.

C.2 Interoperability in BC Model

37. While a BC can be a BC for more than one bank, at the point of customer interface, a retail outlet or a sub-agent of a BC shall represent the bank which has appointed the BC. However, interoperability is permitted at the retail outlets or sub-agents of BCs (i.e. at the point of customer interface), provided the technology available with the bank, which has appointed the BC, supports interoperability, subject to the following conditions:

1. The transactions and authentications at such retail outlets or sub-agents of BCs are carried out on-line;
2. The transactions are carried out on Core Banking Solution (CBS) platform; and
3. The bank follows the standard operating procedures advised by the Indian Banks' Association (IBA).

C.3 Procedure for engaging BCs

38. The terms and conditions governing the contract between the bank and a BC shall be carefully defined in written agreements and subjected to a thorough legal vetting. While drawing up agreements, the bank shall strictly adhere to instructions contained in the Reserve Bank of India (Payments Banks – Managing Risks in Outsourcing), Directions 2025. The bank shall be fully responsible for the actions of the BCs and their retail outlets / sub agents.

C.4 Scope of activities

39. The activities to be undertaken by the BCs shall be within the normal course of banking business. The scope of activities of a BC may include (i) identification of borrowers; (ii) collection and preliminary processing of loan applications including verification of primary information / data; (iii) creating awareness about savings and other products and education and advice on managing money and debt counselling; (iv) processing and submission of applications to banks; (v) promoting, nurturing and monitoring of Self Help Groups / Joint Liability Groups / Credit Groups / others; (vi) post sanction monitoring; (vii) follow-up for recovery, (viii) disbursal of small value credit; (ix) recovery of principal / collection of interest; (x) collection of small value deposits; (xi) sale of micro insurance / mutual fund products / pension products / other third party products (xii) receipt and delivery of small value remittances / other payment instruments and (xiii) distribution of banknotes and coins.

C.5 KYC Norms

40. KYC and AML procedures, as laid down in the Reserve Bank of India (Payments Banks – Know Your Customer) Directions, 2025 shall be followed in all cases. The bank may, if necessary, use the services of the BC for preliminary work relating to account opening formalities. However, ensuring compliance with KYC and AML norms under the BC model continues to be the responsibility of the bank. BCs may also be used for Updation / Periodic Updation of KYC.

C.6 Customer confidentiality

41. A bank shall ensure the preservation and protection of the security and confidentiality of customer information in the custody or possession of BC.

C.7 Information Technology Standards

42. A bank shall ensure that equipment and technology used by the BC are of high standards.

C.8 Distance Criterion

43. The distance between the place of business of a retail outlet / sub-agent of BC and the base Banking Outlet shall ordinarily not exceed 30 kms in rural, semi-urban and urban areas and 5 kms in metropolitan centres. In case there is a need to relax the distance criterion, the District Consultative Committee (DCC) / State level Bankers Committee (SLBC) could consider and approve relaxation on merits in respect of under-banked areas, etc.

44. With a view to providing operational flexibility to the bank and in view of the technological developments in the banking sector, it has been decided to remove the stipulation regarding distance criteria. The bank shall, however, while formulating the Board approved policy for engaging BCs, keep in mind the objectives of adequate oversight of the BCs as well as provision of services to customers while deciding how to modify extant distance criteria.

C.9 Payment of commission / fee

45. A bank shall pay reasonable commission / fee to the BC, the rate and quantum of which may be reviewed periodically. The agreement with the BC shall specifically prohibit them from charging any fee to the customers directly for services rendered by them on behalf of the bank. Commission structure or incentive mechanism shall be devised in a manner that mere increase in the number of clients served or the transaction volume does not drive the commission. The remuneration shall combine fixed and variable parts dependent, inter-alia, on some indication or measure of customer satisfaction. Some part of the variable remuneration could be deferred or clawed back in case of deficiency of service.

46. A bank (and not BCs) is permitted to collect reasonable service charges from the customers in a transparent manner.

C.10 Transactions put through BC

47. As engagement of intermediaries such as Business Facilitators / Correspondents involves significant reputational, legal and operational risks, due consideration shall be given by banks to those risks. The bank shall adopt technology-based solutions for managing the risk, besides increasing the outreach in a cost effective manner. The transactions shall normally be put through ICT devices (handheld device / mobile phone) that are seamlessly integrated to the Core Banking Solution (CBS) of the bank. The transactions shall be accounted for on a real time basis and the customers shall receive immediate verification of their transactions through visuals (screen based) or other means (debit or credit slip).

48. In formulating their schemes on BC, the bank shall, inter alia, be guided by the recommendations made in Chapter III of the Khan Group Report as also the Reserve Bank of India (Payments Banks - Managing Risks in Outsourcing), Directions 2025. The arrangements with the BC shall specify:

1. Suitable limits on cash holding by intermediaries as also limits on individual customer payments and receipts;
2. Issuing a receipt on behalf of the bank as acknowledgment for cash collected from the customer;
3. All off-line transactions are accounted for and reflect in the books of the bank by the end of the day;
4. The responsibility of the bank to the customer for acts of omission and commission of the BC in all agreements/ contracts with the customer;
5. The issue of allowing BCs to handle deposit and payment transactions of various credits, remittance, overdraft and other products of bank shall also be examined by the Board from time to time. Complaints redressal system in this regard shall also be laid down by the Board; and
6. As the cash handled by BCs is the bank’s cash, the responsibility for insuring this cash shall rest with the bank.

C.11 Internal Control & Monitoring

49. A bank shall carry out a detailed review of the performance of various BCs engaged by it at least once in a year and it shall monitor the activities of BCs through its Controlling Offices and also through various fora under Lead Bank Scheme i.e. (SLBC, DCC, DLRC). The internal control mechanism in the bank shall include visit to BCs and interface with customers at periodical intervals. The Board shall review the operations of BCs at least once every six months with a view to ensuring that requirement of prefunding of Corporate BCs and BC Agents should progressively taper down with the passage of time. Ideally in all normal cases, the prefunding shall progressively come down in such a manner so as to reach around 15 percent of the limits fixed for each BC / CSP in case of deposits and 30 percent in case of Bank Guarantees, etc. in two years from the time a BC starts operations.

C.12 Redressal of Grievances Consumer Protection Measures

50. A bank shall take all measures to protect the interests of the customers. Some such safeguards are outlined below:

(1) The retail outlet / sub-agent of the BC shall be personally introduced to the members of public by the bank officials in the presence of village elders and government functionaries in a public meeting so that there is no misrepresentation/impersonation.

(2) The products and processes shall be approved by the bank and the BC shall not introduce any product / process without the approval of the bank.

(3) Each retail outlet / sub-agent shall post a sign in local language (vernacular) indicating their status as service providers for the bank as also disclose the name of the BC, the telephone number, email id of the base Banking Outlet / controlling office of the bank and the Banking Ombudsman and the fees for all services available at the outlet.

(4) Financial services offered by the retail outlets / sub-agents of the BC shall not be tied to the sale of any product of such company.

(5) The charges for offering various services shall be indicated in a brochure and made available at the retail outlets / with the sub-agents.

(6) The bank shall develop suitable training modules in the local language(s) in order to provide proper attitudinal orientation and skills to the BCs / sub-agents.

(7) As a measure of social audit, there could be periodic block level meetings where members of public are invited along with the BCs operating in the area as also the linked branch managers to express their difficulties and to obtain feedback. Lead District Manager (LDM) of the lead bank could attend such meetings in the district to get direct feedback and provide such feedback to the controlling offices.

(8) The bank shall have necessary Business Continuity Plan (BCP) in place to ensure uninterrupted service in case the agency arrangement with the BCs / subagents is terminated.

(9) In case a company is engaged as BC by more than one bank, it shall be ensured that the customer database and account details are kept separate and there is no co-mingling of data.

C.13 Redressal of Grievances

51. Grievance Redressal Machinery shall be constituted within the bank for redressing complaints about services rendered by the BCs and be given wide publicity through electronic and print media. The name and contact number of designated Grievance Redressal Officer of the bank shall also be made known and widely publicised. The designated officer shall ensure that grievances of customers are redressed promptly. The grievance redressal procedure of the bank and the time frame fixed for responding to the complaints shall be placed on the bank’s website. If the complaint was rejected wholly or partly by the bank, and the complainant is not satisfied with the reply; or the complainant had not received any reply within 30 days after the bank received the complaint, the complainant will have the option to approach RBI Ombudsman for redressal of grievance/s.

C.14 Customer Education

52. Since, financial literacy and customer education forms an important part of the business strategy and commitment by a bank adopting the BC model, the bank may scale up its efforts substantially towards educating its clientele in their respective vernacular languages regarding the benefits of banking habit. Information regarding BCs engaged by the bank may be placed on the banks’ website. The Annual Report of the bank shall also include the progress in respect of extending banking services through the BC model and the initiatives taken by the bank in this regard. The bank may also use print and electronic media (including in the vernacular language) to give wide publicity about implementation of the BC model.

Chapter V – Doorstep Banking

A. Eligibility and Guidelines

53. (1) A scheduled bank is permitted to offer Doorstep Banking facilities to its customers (including individuals, Corporate, PSUs, Government Departments, etc.), with the approval of its Board in accordance with the guidelines issued by RBI from time to time.

54. (2) A bank shall take suitable steps to educate its ‘Agents’ to enable them to detect forged and mutilated notes so as to avoid frauds and disputes with the customers.

55. (3) A bank shall take into account the various risks that may arise on account of offering doorstep banking services to customers directly or through agents and take effective steps to manage the same. The bank shall specifically consider prescribing cash limits for their agents and customers in this regard.

56. (4) The operation of the facility shall be reviewed by the Board of the on a half-yearly basis, during the first year of its operation and subsequently on an annual basis.

B. Services to be offered

57. A bank can offer the following banking services to its customers at their doorstep:

1. Pick up of cash
2. Pick up of instruments
3. Deliver cash / draft at the doorstep of the individual customers either against cheques received at the counter or requests received through any secure convenient channel such as phone banking / internet banking

C. Modalities of Delivery

58. A bank may deliver doorstep banking services through:

(1) own employees

(2) Agents

Provided that, where a bank engages the services of Agents for delivery of services, it shall ensure that:

1. the policy approved by the Board lays down the broad principles for selection of Agents and payment of fee / commission etc.;
2. principles enumerated in the Reserve Bank of India (Payments Banks - Managing Risks in Outsourcing), Directions 2025 are complied with; and
3. suitable steps are taken to educate its ‘Agents’ to enable them to detect forged and mutilated notes so as to avoid frauds and disputes with the customers.

D. Delivery process

59. Cash collected from the customer shall be acknowledged by issuing a receipt on behalf of the bank;

60. Cash collected from the customer shall be credited to the customer’s account on the same day or next working day, depending on the time of collection;

61. The customer shall be informed of the date of credit by issuing a suitable advice.

62. Delivery of demand draft shall be done by debit to the account on the basis of requisition in writing / cheque received and not against cash or instruments collected at the doorstep;

63. Cash delivery services cannot be provided against telephonic request.

E. Risk Management

64. It shall be ensured that the agreement entered into with the customer does not entail any legal or financial liability on the bank for failure to offer doorstep services under circumstances beyond its control. The services shall be seen as a mere extension of banking services offered at the branch and the liability of the bank shall be the same as if the transactions were conducted at the branch. The agreement shall not provide any right to the customer to claim the services at his doorstep.

F. Transparency

65. Charges, if any, to be levied on the customer for doorstep services shall be incorporated in the policy approved by the Board and shall form part of the agreement entered into with the customer. The charges shall be prominently indicated on brochures offering doorstep services.

G. Other conditions

66. A bank shall offer doorstep services to only those customers in whose case proper KYC procedures, as laid down in the Reserve Bank of India (Payments Banks – Know Your Customer) Directions, 2025 have been followed. Further, it shall ensure that

1. services are offered at either the residence or office of the customer, the address of which shall be clearly and explicitly mentioned in the agreement;
2. the agreement / contract with the customer clearly specifies that the bank will be responsible for the acts of omission and commission of its ‘agent’;
3. the facility is not restricted to any particular client / customer or class of customers; and
4. restrictions imposed by Section 10(1)(b)(ii)(b) of the Banking Regulation Act, 1949, are complied with while making payments for the services outsourced.

H. Redressal of Grievance

67. A bank shall constitute an appropriate Grievance Redressal Machinery internally for redressing complaints about services rendered by its ‘agents’. The name and telephone number of the designated Grievance Redressal officer of the ‘bank’ shall be made available to the customers including on the bank’s website. The designated officer shall ensure that genuine grievances of customers are redressed promptly.

68. If a complaint is rejected wholly or partly by a bank, and the complainant is not satisfied with the reply; or the complainant has not received any reply within 30 days after the bank received the complaint, the complainant will have the option to approach RBI Ombudsman for redressal of grievance/s.

Chapter VI - Information Reporting

A. Banking Outlets / Branches / Offices / Customer Service Points, etc.

69. A bank is required to submit the information with regards to their banking outlets / branches / offices / Customer Service Points (CSPs) /etc. as detailed below:

(1) A bank shall provide information in a single Proforma (Annex-III) online on Central Information System for Banking Infrastructure (CISBI) portal (https://cisbi.rbi.org.in). The instructions for submission of new Proforma online are given in Annex-IV. The system allots Uniform Code Number (UCN) / Basic Statistical Return (BSR) code / Authorised Dealer (AD) code to bank branches / offices / NAIOs / CSPs. The CISBI portal contains the relevant circulars, user manuals and other relevant documents to facilitate reporting.

(2) RBI has provided login credentials to Nodal Officers of banks for submitting their information in CISBI. Access to CISBI can also be sought by making e-mail request at cisbi@rbi.org.in. Banks shall submit information on CISBI portal as per guidelines given in the Annex-V and thereafter bank / banking outlets / bank branch / office / NAIO / other fixed CSPs i.e., other than banking outlets like ATMs, Cash Deposit Machines, Other Customer Services. etc., codes would be allotted by CISBI after due validations.

(3) It is further advised that CISBI also has provision to maintain complete bank level details (e.g. bank category, bank-group, bank code, type of licence issued, registration details, area of operation, addresses of offices, contact details of senior officials, etc.) and history of all the changes with time stamp.

(4) A bank shall submit immediately, and in any case not later than one week, the information relating to opening, closure, merger, shifting and conversion of Bos / bank branches / Offices / ATMs / NAIO, etc. online through CISBI portal to DSIM, Banking Statistics Division, RBI, Central Office, C-8/9, Bandra-Kurla Complex, Mumbai-400051. At the CISBI portal, these changes are being implemented with immediate effect.

Chapter VII - Repeal and other Provisions

A. Repeal and saving

70. With the issue of these Directions, the existing Directions, instructions, and guidelines relating to branch authorisation as applicable to Payments Banks stand repealed, as communicated vide notification dated XX, 2025. The Directions, instructions, and guidelines repealed prior to the issuance of these Directions shall continue to remain repealed.

71. Notwithstanding such repeal, any action taken or purported to have been taken, or initiated under the repealed Directions, instructions, or guidelines shall continue to be governed by the provisions thereof. All approvals or acknowledgments granted under these repealed lists shall be deemed as governed by these Directions. 

B. Application of other laws not barred

72. The provisions of these Directions shall be in addition to, and not in derogation of the provisions of any other laws, rules, regulations, or directions, for the time being in force.

C. Interpretations

73. For the purpose of giving effect to the provisions of these Directions or in order to remove any difficulties in the application or interpretation of the provisions of these Directions, the RBI may, if it considers necessary, issue necessary clarifications in respect of any matter covered herein and the interpretation of any provision of these Directions given by the RBI shall be final and binding.