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
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.