What changed
The RBI released a Master Circular on Customer Service dated July 1, 2008, addressed to CEOs of all Primary (Urban) Co-operative Banks. This circular updates and consolidates the previous Master Circular UBD.BPD.(PCB).MC No. 8/09.39.00/2007-08 dated July 4, 2007, incorporating all instructions/guidelines up to June 30, 2008.
What it means for you
Urban co-operative banks must comply with the consolidated instructions on customer service, including service at counters, nomination facilities, safe deposit locker operations, cheque collection timelines, and grievance redressal mechanisms. Banks should review and align their practices with the updated guidelines.
What you must do
- Review the full Master Circular available on RBI website for detailed instructions on all 31+ topics listed.
- Ensure compliance with updated guidelines on service at counters, deposit accounts, safe deposit lockers, and cheque collection policies.
- Implement the Goiporia Committee recommendations and other customer service standards as consolidated in this circular.
- Train staff on the updated procedures, especially regarding nomination facilities, customer grievance handling, and service to visually challenged customers.
Who it affects
Primary (Urban) Co-operative Banks, CEOs of Urban Co-operative Banks, All staff handling customer service operations in UCBs
What is the reference number of this circular?
The circular reference is UBD.BPD.(PCB).MC.No.10/09.39.000/2008-09, dated July 1, 2008.
Who is the intended audience for this circular?
It is addressed to the Chief Executive Officers of all Primary (Urban) Co-operative Banks.
What is the subject of this circular?
The subject is 'Master Circular on Customer Service - UCBs', consolidating all instructions on customer service up to June 30, 2008.
Where can I find the full text of this circular?
The full text is available on the RBI website at www.rbi.org.in, including a detailed table of contents covering 31+ topics on customer service.