Read this week in our update, Committee for review of customer service standards constituted by RBI. RBI amended Bharat Bill Payment System Guidelines.
1. RBI forms Committee for review of customer service standards in RBI regulated entities
The Reserve Bank of India (RBI) has set up a committee for review of customer service standards to assess the state of customer service and adequacy of its regulations among its Regulated Entities (REs). The Committee has been entrusted with the responsibility of suggesting measures for improvement of customer service. The committee shall be chaired by former Deputy Governor of RBI, Shri B.P. Kanungo and shall have to submit the report within three months of its first meeting. The terms of reference for the committee are as follows:[1]
- Evaluation and identification of gaps in efficacy, adequacy and quality of customer service in REs vis-à-vis the existing RBI guidelines on customer service;
- Review and suggest measures to regulate the needs of the customer service landscape, especially in the context of evolving digital/ electronic financial products and distribution landscape;
- Identify domestic and global best practices in customer service and grievance redressal, especially for improvement in services rendered to retail and small customers;
- Suggest measures to use technology for enhancing customer service efficiencies, upgrading internal grievance redress mechanism in REs and developing robust consumer protection framework for RBI;
- Any other matter relevant to customer service and consumer protection.
2. RBI cancels Certificate of Registration of five NBFCs
RBI has cancelled the Certificate of Registration (CoR) issued to the following five non-banking financial companies (NBFCs):[2]
| Sl No. | Name of the Company | CoR Issued on |
| 1 | UMB Securities Limited | May 13, 1998 |
| 2 | Anashri Finvest Limited | April 03, 2018 |
| 3 | Chadha Finance Private Limited (now known as Chadha Finance Limited) | December 15, 2005 |
| 4 | Alexcy Tracon Pvt Ltd | March 04, 2003 |
| 5 | Jhuria Financial Services Private Limited | August 27, 1998 |
Hence, these NBFCs shall not transact the business of a non-banking financial institution.
RBI has amended ‘Implementation of Bharat Bill Payment System (BBPS) – Guidelines’ (BBPS Guidelines) to reflect the announcement made under Statement on Development and Regulatory Policies dated April 08, 2022. As per the announcement, the minimum net-worth requirement for non-bank Bharat Bill Payment Operating Units (BBPOUs) stands reduced to INR 25 crore. The circular has been issued under Section 10 (2) read with Section 18 of the Payment and Settlement Systems Act, 2007.[3]
4. RBI penalizes bank
RBI has imposed monetary penalty on:
| Name of the Bank | Penalty Imposed (in INR) | Reason |
| MUFG Bank Ltd.[4] | 45 Lakh (Indian Rupees Forty-Five Lakh only) | Contravention of/non-compliance with the directions issued by RBI on “Time-bound implementation and strengthening of SWIFT-related operational controls” dated February 20, 2018. |
[1] Press Release: 2022-2023/251, Reserve Bank of India, May 23, 2022
[2] Press Release: 2022-2023/265, Reserve Bank of India, May 25, 2022
[3] RBI/2022-2023/58CO.DPSS.POLC.No. S-253/02-27-020/2022-23, Reserve Bank of India, May 26, 2022
[4] Press Release: 2022-2023/275, Reserve Bank of India, May 27, 2022
