Banking Facility For Senior Citizen And Differently Abled Persons - RBI Notification
RESERVE BANK OF INDIA
RBI/2017-18/89
DBR.No.Leg.BC.96/09.07.005/2017-18
November 9, 2017
All Scheduled Commercial Banks (including RRBs) 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.
(
a) Dedicated 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
impaired persons.
(b) Ease of submitting Life Certificate
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 - FAQs").
(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.
Yours faithfully
(Saurav Sinha)
Chief General Manager
Source : RBI
