| Notification Detail :
RBI/DCM/2025-26/131
DCM (CC) No.G-1/03.44.001/2025-26
April 01, 2025
The Chairman / Managing Director / Chief Executive Officer
All banks
Madam / Dear Sir,
Master Direction – Scheme of Penalties for bank branches and currency chests for deficiency in rendering customer service to the members of public
In terms of the Preamble to and Section 45 of the Reserve Bank of India Act, 1934 (RBI Act) and Section 35A of the Banking Regulation Act, 1949, Reserve Bank of India issues guidelines / instructions for realising the objectives of Clean Note Policy and enhancing the operational efficiency of currency management. In order to ensure that all bank branches provide proper customer service, the Bank has formulated a Scheme of Penalties for bank branches including currency chests, for deficiency in rendering customer service to the members of public.
2. The Master Direction incorporating the updated guidelines / circulars on the subject is at Annex-I. The Frequently Asked Questions (FAQs) and few Illustrations are at Annexes II and III respectively.
Yours faithfully
(Sanjeev Prakash)
Chief General Manager-In-Charge
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