RBI pushes multilingual banking to improve customer access

The Reserve Bank of India has introduced new multilingual service norms requiring banks to use regional languages across physical and digital touchpoints, recruit locally proficient staff, and strengthen customer communication to make banking more inclusive, especially in rural and semi-urban areas.

The Reserve Bank of India (RBI) has unveiled a comprehensive set of guidelines aimed at ensuring customers can access banking services in languages they understand. The new framework requires banks to adopt a Board-approved policy on customer service, branch operations and multilingual communication, marking one of the most significant overhauls of customer-facing norms in recent years.

Banks must now issue all key communication—such as notices, updates, forms and grievance details—in Hindi, English and the relevant regional language. Branches are also mandated to display signage, instructions and service procedures in local languages to support customers who may not be comfortable with English or Hindi. The central bank said these measures are designed to reduce long-standing linguistic barriers that have limited the reach of formal banking in rural and semi-urban regions.

Digital platforms also required to support local languages

The multilingual mandate extends beyond physical branches to digital channels, which have become central to India’s banking ecosystem. Under the new rules, banks must ensure their mobile apps, websites and internet banking platforms offer seamless navigation in regional languages. Call centres, too, must be equipped to provide assistance in local languages to improve accessibility for customers with limited English literacy.

The RBI expects these changes to play a critical role in expanding digital banking adoption, particularly in states where language remains a major obstacle to accessing online financial services.

Push for local recruitment and language-proficient frontline staff

Complementing the RBI’s directive, the Department of Financial Services (DFS) has instructed Public Sector Banks to step up recruitment of Local Bank Officers (LBOs) who can deliver regionally fluent service. The Indian Banks’ Association has backed this approach, urging banks to implement structured policies for local hiring and training.

Importantly, all frontline executives designated as Customer Service Associates must now clear a Local Language Proficiency Test before being posted at branches. The move is aimed at reducing communication gaps at service counters, an area that has historically witnessed a high volume of customer complaints.

Government reaffirms commitment to inclusive banking