All Scheduled Commercial Banks
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.
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
(b) Ease of submitting Life
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 –
(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.
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