Lok Sabha Question No. 166 (UNSTARRED), answered on 2021-07-19
Subject: SOP for Banks
Ministry: FINANCE
Asked by: Navneet Ravi Rana

## GOVERNMENT OF INDIA MINISTRY OF FINANCE

## LOK SABHA UNSTARRED QUESTION NO-166

ANSWERED ON- 19/07/2021

## SOP FOR BANKS

## 166. SHRIMATI NAVNEET RAVI RANA

Will the Minister of FINANCE be pleased to state:-

2) whether the Government is aware that the bank environment must be  made age friendly similar to what exists for the differently-abled and all staff members should be sensitized and trained in terms of customer care skills including communication and soft skills in this respect; and if needed, the bank should atrange home visit services; and people;

() if s0, the steps taken by the Government keeping in mind that there must be a separate Standard Operating Procedure (SOP) for senior citizens in all banks and one comfortable counter with a dedicated, sensitized and well-trained staff member must be available for senior citizens?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF FINANCE

(DR BHAGWAT KARAD)

(a) and (6): Bank of India, in its Statement on Developmental and Regulatory Policies, dated 4.10.2017, recognised the need for banks to be sensitive to the requirements of seniof citizens as an imperative and, as follow-up, vide circular dated 9.11.2017, banks to in place appropriate mechanism  with the following provisions for meeting the needs of senior citizens above 70 years of age: required put

- (2)Prompt in the banks Core Banking Solution by the receiving branch of the pension-paying bank of the life certificate submitted by pensioners annually update
- (1)Dedicated counters or preference to senior citizens
- (3)Issue of a minimum of 25 cheque leaves every year free of charge, without insisting on physical presence of customers for getting the cheque-book
- (5)Providing of Forms 15G or 15H prescribed under the Income-tax Rules once a year
- (4)Automatic conversion of   fully KYC-compliant accounts into Senior Citizen Accounts, to enable them to benefits like higher interest rates get
- (6) Concerted effort to provide basic banking facilities at the customers premises O residence
- PSB Alliance, an initiative of all PSBs and Indian Banks' Association, has launched doorstep banking services for all customers, including senior citizens, through call

The following offer services under a standardised operating procedure through common platforms:

centre (1800-121-3721 and 1800-103-7188), web portal (https:, 'psbdsb.in/ and https: , /doorstepbanks com/) mobile app (Google Store) At present 13 services are offered across the country, which include cash withdrawal or deposit; pick-up of cheque or demand draft or pay order etc;, up of cheque-book requisition slip, pick-up of income-tax forms no. 15G/15H, pick-up of income-tax/GST challan, and delivery of tax deduction at source (TDS) and Form-16 certificates for income-tax purposes: Play being pick-

Besides the above; a8 per inputs received from PSBs, all PSBs have put in place standatd operational arrangements for attending to senior citizens on priotity basis, including through separate counter with dedicated, sensitised and well-trained staff membe::

Jeevan Pramaan' initiative for pensioners has enabled senior citizen pensioners the facility to their annual life certificate online: update xxxxx