Statement on Developmental and Regulatory Policies - October 4, 2017-Banking Facility for Senior Citizens and Differently abled Persons--RBI CIRCULAR
All Scheduled Commercial Banks (including RRBs)
All Small Finance Banks and Payments Banks
Dear Sir/ Madam
Statement on Developmental and Regulatory Policies - October 4,
2017-Banking Facility for Senior Citizens and Differently abled Persons
Please refer to
Paragraph 8 of Statement on Developmental and Regulatory Policies, released by
Reserve Bank of India on October 4, 2017 as part of Fourth Bi-monthly Monetary
Policy Statement 2017-18, a copy of which is enclosed. It has been observed
that there are occasions when banks discourage or turn away senior citizens and
differently abled persons from availing banking facilities in branches.
Notwithstanding the need to push digital transactions and use of ATMs, it is
imperative to be sensitive to the requirements of senior citizens and
differently abled persons.
2. In view of the above, banks
are required to put in place appropriate mechanism with the following specific provisions
for meeting the needs of such customers so that they are able to avail of the
bank’s services without difficulty.
(a) Dedicated Counters/Preference to Senior Citizens, Differently abled
persons
Banks are
advised to provide a clearly identifiable dedicated counter or a counter which
provides priority to senior citizens and people who are differently abled
including visually impaired persons.
(b) Ease of submitting Life
Certificate
As per extant
guidelines issued by Department of Government and Bank Accounts, in addition to
the facility of Digital Life Certificate under “Jeevan Praman” Scheme (refer circular
DGBA.GAD.H-2529/45.01.001/2014-15 dated December 9, 2014), pensioners can submit
physical Life Certificate form at any branch of the pension paying bank.
However, it is observed that often the same is not updated promptly by the
receiving branch in the Core Banking Solution (CBS) system of the bank, resulting
in avoidable hardship to the pensioners. It is, therefore, advised that banks
shall ensure that when a Life Certificate is submitted in any branch, including
a non-home branch, of the pension paying bank, the same is updated/ uploaded
promptly in CBS by the receiving branch itself, to avoid any delay in credit of
pension.
(c) Cheque Book Facility
(i)
Banks shall issue cheque books to customers, whenever a request is
received, through a requisition slip which is part of the cheque book issued
earlier.
(ii)
Banks are advised to provide minimum 25 cheque leaves every year, if
requested, in savings bank account, free of charge.
(iii)
Banks shall not insist on physical presence of any customer including
senior citizens and differently abled persons for getting cheque books.
(iv)
Banks may also issue cheque books, on requisition, by any other mode as
per bank’s laid down policy.
It
is further clarified that providing such facility in BSBDA will not render the
account to be classified as non-BSBDA (c.f. Bank’s response to query number 14
and 24 of our circular “DBOD.No. Leg.
BC.52/09.07.005/2013-14 dated September 11, 2013 on Financial Inclusion – Access to Banking Services - BSBDA –
FAQs”).
(d) Automatic conversion of
status of accounts
Presently, in
some banks, even fully KYC - compliant accounts are not automatically converted
into ‘Senior Citizen Accounts’ on the basis of date of birth maintained in the
bank’s records. Banks are advised that a fully KYC compliant account should
automatically be converted into a ‘Senior Citizen Account’ based on the date of
birth available in bank’s records.
(e) Additional Facilities
to visually impaired customers
Banks are
advised that the facilities provided to sick/old/incapacitated persons vide Paragraph 9 of our Master Circular DBR.No.Leg.BC.21/09.07.006/2015-16 dated July 1, 2015 on
Customer Service in Banks (regarding operations of accounts through
identification of thumb/toe impression/mark by two independent witnesses and
authorising a person who would withdraw the amount on behalf of such customers)
shall also be extended to the visually impaired customers.
(f) Ease of filing Form
15G/H
Banks are
advised to provide senior citizens and differently abled persons Form 15G/H
once in a year (preferably in April) to enable them to submit the same, where
applicable, within the stipulated time.
(g) Door Step Banking
We have issued
instructions on Doorstep Banking vide circular DBOD.No.BL.BC.59/22.01.010/2006-2007
dated February 21, 2007 under Section 23 of Banking
Regulation Act, 1949. However, in view of the difficulties faced by senior
citizens of more than 70 years of age and differently abled or infirm persons
(having medically certified chronic illness or disability) including those who
are visually impaired, banks are advised to make concerted effort to provide
basic banking facilities, such as pick up of cash and instruments against
receipt, delivery of cash against withdrawal from account, delivery of demand
drafts, submission of Know Your Customer (KYC) documents and Life certificate
at the premises/ residence of such customers.
3. Banks are advised to
implement these instructions by December 31, 2017 in letter and spirit and give
due publicity in their bank branches and website.
Yours faithfully
(Saurav Sinha)
Chief General Manager
Statement on Developmental and Regulatory
Policies, Reserve Bank of India issued by the Governor on October 4, 2017
8. Banking Facility for
Senior Citizens and Differently abled Persons
It has been
reported that banks are discouraging or turning away senior citizens and
differently abled persons from availing banking facilities in branches.
Notwithstanding the need to push digital transactions and use of ATMs, it is
imperative to be sensitive to the requirements of senior citizens and
differently abled persons. It has been decided to instruct banks to put in
place explicit mechanisms for meeting the needs of such persons so that they do
not feel marginalised. Ombudsmen will also be advised to pay heed to complaints
in this context. Necessary instructions in this regard will be issued by
end-October 2017.
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