Mumbai: The Reserve Bank of India ( RBI ) has told banks to provide specialised service to senior citizens and differently abled persons through dedicated counters and doorstep banking . These instructions, which come against the backdrop of banks pushing digital transactions through alternative channels, have to be implemented by December 31, 2017.

In a circular to all banks, the RBI said that it has received complaints from this group of persons about being discouraged 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,” the circular said. It, however, did not mention whether banks will be allowed to charge extra for the doorstep banking services.

To address this issue, the RBI has asked banks to set up dedicated counters or preferential counters for this segment. Also, banks have been asked to upload into their core banking systems ‘Life Certificates’ submitted by pensioners in any branch and not just the pension-paying branch.

Besides the Life Certificate, the RBI has issued directions on other specific problems faced by seniors. For instance, banks will now have to provide chequebooks at the branch against a requisition slip and without insisting on the senior citizen account holder being present. Banks also have to provide them Form 15G/H once in a year (preferably in April) so that they meet the income tax deadlines.

In view of the difficulties faced by differently abled persons and senior citizens of over 70 years, banks have been asked 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/residences of such customers.

In the case of customers who have completed the KYC process, banks have been asked to set up systems so that their accounts turn into ‘senior citizen accounts’ automatically on the basis of their date of birth.

