STATEMENT ON DEVELOPMENTAL AND REGULATORY POLICIES -
OCTOBER 4, 2017- BANKING FACILITY FOR SENIOR CITIZENS AND
DIFFERENTLY ABLED PERSON
WHY THIS NOTIFICATION?
It has been observed that there are occasions when banks discourage or turn away senior citizens
and differently abled persons 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.
WHAT WAS THE NOTIFICATION?
In view of the above, banks are required to put in place appropriate mechanism with the following
specific provisions for meeting the needs of such customers so that they are able to avail of the
bank’s services without difficulty.
Dedicated Counters/Preference to Senior Citizens, Differently abled persons
Banks are advised to provide a clearly identifiable dedicated counter or a counter which provides
priority to senior citizens and people who are differently abled including visually impaired persons.
Ease of submitting Life Certificate
As per extant guidelines issued by Department of Government and Bank Accounts, in addition to
the facility of Digital Life Certificate under “Jeevan Praman” Scheme (refer circular DGBA.GAD.H2529/45.01.001/2014-15
dated December 9, 2014), pensioners can submit physical Life Certificate
form at any branch of the pension paying bank. However, it is observed that often the same is not
updated promptly by the receiving branch in the Core Banking Solution (CBS) system of the bank,
resulting in avoidable hardship to the pensioners. It is, therefore, advised that banks shall ensure
that when a Life Certificate is submitted in any branch, including a non-home branch, of the
pension paying bank, the same is updated/ uploaded promptly in CBS by the receiving branch
itself, to avoid any delay in credit of pension.
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