Current · Source: Reserve Bank of India · RBI/2010-11/391 · issued 27 Jan 2011 · ~1 min read
Quick answerRBI advises NBFCs to include disability rights modules in employee training programs and ensure grievance redressal for persons with disabilities, building on earlier non-discrimination guidelines.
The rule, in the simplest words
NBFCs (companies that give loans but are not banks) must teach all workers about the rights of people with disabilities in training classes.
NBFCs cannot say no to a loan or service just because someone has a disability, like being blind or using a wheelchair.
NBFCs must have a special way for people with disabilities to complain if they are treated unfairly, and fix their problems.
The training must cover what the law says and what international rules promise to people with disabilities.
How it plays out — a real example
An NBFC compliance officer in Indore notices a visually impaired customer struggling to fill out a form. Remembering the new training module on disability rights, she offers to read the terms aloud and helps the customer complete the application without any discrimination, ensuring the loan is processed fairly.
What changed
RBI, following its July 2010 directive against discrimination in products and facilities, advised NBFCs to include a module on rights of persons with disabilities in all employee training programs and to ensure grievance redressal for disabled customers.
What it means for you
NBFCs should update training curricula to cover legal and international disability rights, ensuring staff understand these obligations. This may raise compliance standards and customer service expectations.
What you must do
Incorporate a module on disability rights into all employee training programs across levels.
Ensure your grievance redressal mechanism explicitly covers complaints from persons with disabilities.
Review and update branch-level practices to eliminate discrimination in loan and product access for disabled applicants.
Who it affects
All NBFCs, Training and HR departments of NBFCs, Branch staff dealing with customer service and loan processing
❓ Common questions
Does this directive apply to all NBFC employees or only frontline staff?
The RBI advises that the training module should be included in programs for employees at all levels, so it covers everyone from frontline to management.
What should the training module include?
It should cover the rights of persons with disabilities guaranteed by Indian law and international conventions, as per the RBI's advice.
Is there a deadline for implementing this training?
The circular does not specify a deadline.
📜 Read the original circular — full text as issued by RBI
RBI/2010-11/391
DNBS.CC.PD.No.208/03.10.01/2010-11
January 27, 2011
To
All NBFCs
Dear Sir,
Services to Persons with Disability - Training Programme for Employees
In terms of DNBS.CC.PD.No. 191/03.10.01/2010-11 dated July 27, 2010 , NBFCs were advised that there shall be no discrimination in extending products and facilities including loan facilities to the physically/visually challenged applicants on grounds of disability and that they may also advise their branches to render all possible assistance to such persons for availing of the various business facilities.
2. In continuation to the above, NBFCs are advised that they may include a suitable module containing the rights of persons with disabilities guaranteed to them by the law and international conventions, in all the training programmes conducted for their employees at all levels. Further, NBFCs may ensure redressal of grievances of persons with disabilities under the Grievance Redressal Mechanism already set up by them.
Yours faithfully,
(D. Mishra)
Chief General Manager
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2010-11/391 · issued 27 Jan 2011. The plain-English explanation above is BankPulse’s own independent summary.
Review and update branch-level practices to eliminate discrimination in loan and product access for disabled applicants.
📜 Compliance
Incorporate a module on disability rights into all employee training programs across levels.
Ensure your grievance redressal mechanism explicitly covers complaints from persons with disabilities.
Grouped from the action items above — a single circular may involve more than one team.
Worked example & action-note template
Example: if you are a Compliance officer at a bank this circular applies to (All NBFCs, Training and HR departments of NBFCs, Branch staff dealing with customer service and loan processing), your first concrete step on “NBFCs Must Train Staff on Disability Rights” is: “Incorporate a module on disability rights into all employee training programs across levels.” (RBI issued this 27 Jan 2011).
Circular: RBI/2010-11/391 -- NBFCs Must Train Staff on Disability Rights
Issued: 27 Jan 2011
Action required: Incorporate a module on disability rights into all employee training programs across levels.
Action required: Ensure your grievance redressal mechanism explicitly covers complaints from persons with disabilities.
Action required: Review and update branch-level practices to eliminate discrimination in loan and product access for disabled applicants.
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=6242&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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