RBI Expands Citizen's Charter to 204 Services, From July 2025

Reserve Bank of India (RBI) has updated and extended its Citizen's Charter, consolidating services for regulated institutions and the public under one 204-point list of services. The new charter, introduced with effect from July 1, 2025, is likely to bring banking services closer and quicker to common citizens.

What is the Citizen's Charter

The Citizen's Charter is an open document that puts forth the RBI services and the duration of their delivery. These are both regulatory sanctions for banks and financial institutions, but also services for the common public like lodging complaints, claiming unclaimed deposits, and making applications under the Right to Information (RTI) Act.

Previously, these services were bifurcated into two sections, 133 services under 'Regulatory Approvals' and 58 services under the 'Citizen's Charter'. According to the new changes, all 204 services come under one umbrella of the Citizen's Charter. The RBI has also shortened the time period for 11 services as part of this revision, and this would certainly directly benefit the consumers.

Services for the Public

While most of the 204 services are intended for banks and financial institutions, some are available to common people. For instance, individuals can now access currency exchange-related services, complain about banks and financial service firms, or seek information digitally. The charter also includes public- facing problems such as exchange of mutilated notes and grievance redressal through the RBI Ombudsman.

Requests and applications for these services may now be conveniently submitted through enhanced online facilities.

Most Services are now Available on PRAVAAH

One of the key changes in the new charter is the introduction of a more digital and user-friendly system. Out of the 204 services, 180 can now be accessed through PRAVAAH (Platform for Regulatory Application, Validation and Authorisation), RBI's online portal. The remaining services are available through offline forms or other platforms like the Auditor Allocation System and e-Kuber.

For the public, this means less paperwork, shorter trips to RBI offices, and faster processing time. The portal also features user guides, FAQs, and video tutorials to simplify the process for the public.

A Focus on Ease of Use and Transparency

As per RBI, the new charter embodies its vision to enhance transparency, responsiveness, and ease of service to all the people who deal with the institution. The central bank states that it is also striving to enhance the internal systems as well as the public-facing aspects of its service delivery.

This digital initiative is part of the larger objective of simplifying access to government and financial services for all citizens, particularly those who might not be comfortable with banking procedures.

Where to Access the Services

Customers wishing to avail of these services may access the official PRAVAAH portal (https://pravaah.rbi.org.in). The RBI has also extended assistance via email at (helpdoc@rbi.org.in) for those who might have doubts or need help.