NEFT Customer Facilitation Centre Directory Released
Current · Source: Reserve Bank of India · RBI/2009-10/216 · issued 11 Nov 2009 · ~1 min read
Quick answerRBI has published a directory of NEFT Customer Facilitation Centres (CFCs) for all member banks. Banks must host this directory on their websites and promptly update RBI on any CFC changes to ensure quick complaint resolution.
The rule, in the simplest words
Banks must host the NEFT Customer Facilitation Centre (CFC) directory on their websites.
Banks must update RBI on any CFC changes in advance.
The CFC directory is available on the RBI website and NCC-Nariman Point server.
How it plays out — a real example
A customer in Indore contacts a payments & clearing officer in Indore, who promptly directs them to the bank's website to find the CFC contact details. The officer also informs the NEFT Help Desk of the change in CFC composition, ensuring that the customer's complaint is resolved quickly and efficiently.
What changed
RBI compiled and released a directory of Customer Facilitation Centres (CFCs) for all NEFT member banks, accessible on the RBI website and NCC-Nariman Point server. Banks are now required to place this directory on their own websites and inform the NEFT Help Desk of any CFC changes in advance.
What it means for you
This move aims to streamline NEFT complaint resolution by giving customers direct access to bank-specific CFCs, reducing reliance on RBI. Banks must maintain accurate, up-to-date CFC contact details on their websites to avoid customer friction and regulatory scrutiny.
What you must do
Download the CFC directory from the RBI website and host it prominently on your bank's website.
Notify the NEFT Help Desk at NCC-Nariman Point of any changes to your bank's CFC composition or contact details well in advance.
Acknowledge receipt of this circular and confirm compliance to RBI.
Who it affects
All banks participating in NEFT, NEFT customer service teams, Bank compliance and IT departments
❓ Common questions
What is a Customer Facilitation Centre (CFC) in NEFT?
A CFC is a dedicated service centre set up by each NEFT member bank to promptly resolve customer complaints related to NEFT transactions, as per the NEFT Procedural Guidelines.
Where can we find the CFC directory?
The directory is available on the RBI website under 'For Bankers' > 'NEFT' > 'Customer Facilitation Centres', or directly at the URL provided in the circular. It is also hosted on the NCC-Nariman Point server for member banks.
What happens if we don't update our CFC details?
Failure to keep CFC details current may lead to customer complaints not being resolved efficiently, potentially attracting regulatory action from RBI.
📜 Read the original circular — full text as issued by RBI
RBI/2009-10/216
DPSS (CO) EPPD No. 893/04.03.02/2009-10
November 11, 2009
The Chairman and Managing Director/
Chief Executive Officer of all banks participating in NEFT
Madam / Dear Sir,
NEFT - Contact Details of Customer Facilitation Centres
As you are aware, the transactions processed through the NEFT system is witnessing remarkable growth and an average volume of little over 5 million transactions is handled every month. More than 60,000 branches of 91 member banks spread across the length and breadth of the country presently participate in NEFT.
2. As per Paragraph 6.24 of the NEFT Procedural Guidelines, the Service Centre of a NEFT member bank is required to set up a Customer Facilitation Centre (CFC) for prompt resolution of complaints received from customers. Given the sizeable increase in volume and reach of NEFT, it was felt desirable to compile a directory of the CFC of member banks easily available to users to enable them to directly contact the CFCs for redressal of NEFT-related complaints.
3. We are pleased to inform that the directory has since been compiled and placed on the Reserve Bank's website for wider dissemination and information of the general public. The directory may be downloaded following the link http:\\www.rbi.org.in -> For Bankers -> NEFT-> Customer Facilitation Centres or directly pasting the following URL in the web browser http://www.rbi.org.in/Scripts/bs_viewcontent.aspx?Id=2070 . This directory is also hosted on the web server of NCC-Nariman Point, for access by member banks participating in NEFT.
4. In order to provide greater access and enhanced reach, it is advised that the directory be placed on your bank’s website as well. Further, to keep the contents current and relevant, please note to inform well in advance the NEFT Help Desk at NCC-Nariman Point of any changes made by your bank in the CFC composition / contact details, etc.
5. Please acknowledge receipt and confirm compliance.
Yours faithfully
( G Padmanabhan )
Chief General Manager
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2009-10/216 · issued 11 Nov 2009. The plain-English explanation above is BankPulse’s own independent summary.
Example: if you are a Compliance officer at a bank this circular applies to (All banks participating in NEFT, NEFT customer service teams, Bank compliance and IT departments), your first concrete step on “NEFT Customer Facilitation Centre Directory Released” is: “Download the CFC directory from the RBI website and host it prominently on your bank's website.” (RBI issued this 11 Nov 2009).
Circular: RBI/2009-10/216 -- NEFT Customer Facilitation Centre Directory Released
Issued: 11 Nov 2009
Action required: Download the CFC directory from the RBI website and host it prominently on your bank's website.
Action required: Notify the NEFT Help Desk at NCC-Nariman Point of any changes to your bank's CFC composition or contact details well in advance.
Action required: Acknowledge receipt of this circular and confirm compliance to RBI.
Owner: ____________ Target date: ____________
Board/committee approval needed? Y / N
Evidence filed in compliance register on: ____________
Built only from this circular’s own published fields — not legal advice; always confirm against the official RBI source.
💬 Banker Discussion
Discuss this circular with fellow bankers — reply, upvote what helps, report what doesn’t belong. Be professional; no client data. Views are the commenter’s own, not BankPulse’s.
BankPulse Compliance Evidence Pack — generated 03 Aug 2026 · status cross-checked against RBI’s official withdrawal register (refreshed weekly). Official RBI source: https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=5360&Mode=0 — Plain-English summary by BankPulse (bankpulse.ai), reviewed by our expert reviewer, CA Amit Jain. Independent platform, not affiliated with the Reserve Bank of India; is our own plain-English paraphrase, not RBI’s original wording.
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