भारतीय ररज़र्व बैंक

________RESERVE BANK OF INDIA__________

www.rbi.org.in

RBI/2013-14/69

DBOD No.Leg.BC. 22 /09.07.006/2013-14 July 1, 2013

Ashadha 10, 1935

All Scheduled Commercial Banks

(Excluding RRBs)

Dear Sir,

Master Circular on Customer Service in Banks

Please refer to the Master Circular DBOD.No.Leg.BC. 21/09.07.006/2012-13

dated July 02, 2012 consolidating many of the important instructions issued
by us in the area of customer service up to June 30, 2012. The Master
Circular has been suitably updated by incorporating the instructions issued up
to June 30, 2013 and has also been placed on the RBI website
(http://www.rbi.org.in). A copy of the Master Circular is enclosed.

2. It may be noted that the Master Circular consolidates and updates all the
instructions contained in the circulars listed in the Appendix to the Master
Circular.

3. Banks are also advised to ensure that copies of the circular are available in
all their branches so that the customers can peruse the same.

Yours faithfully,

(Rajesh Verma)
Chief General Manager