ಬ್ಯಾಂಕುಗಳ ಸೇವೆಗಳು ಕನ್ನಡವೂ ಸೇರಿದಂತೆ ಇತರೆ ಎಲ್ಲಾ ಭಾರತೀಯ ಭಾಷೆಗಳಲ್ಲಿ ಸಿಗದೆ ಇರುವುದು ಇಂದಿನ ಸ್ಥಿತಿಯಾಗಿದೆ. Finacncial inclusion ನಿಜವಾಗಿಯೂ ಸಾಧಿಸುವುದಾದರೆ ಭಾಷೆಯ ಪಾತ್ರ ಅತಿ ದೊಡ್ಡದು.
ನಿಯಮಾವಳಿಗಳ ಬಗೆಗೆ ಸಲಹೆಗಳನ್ನು ಕೋರಿ ಇವತ್ತಿನ ಡೆಕ್ಕನ್ ಹೆರಾಲ್ಡ್ ಪತ್ರಿಕೆಯಲ್ಲಿ BCSBI ನವರು ಕೊಟ್ಟ ಜಾಹೀರಾತು ನೋಡಿ. ನಾವೆಲ್ಲರೂ ಕೈ ಜೋಡಿಸಿ ಸ್ಥಳೀಯ ಭಾಷೆಗಳಲ್ಲೂ ಬ್ಯಾಂಕಿಂಗ್ ಸೇವೆಗಳನ್ನು ಒದಗಿಸಬೇಕು ಎಂದು ನಿಯಮ ಮಾಡಿ ಎಂದು ಆಗ್ರಹಿಸೋಣ. ನಾನು ಬರೆದ ಪತ್ರ ಕೆಳಗಿದೆ. ನೀವೂ ಸಹ ಇಲ್ಲಿಗೆ ಬರೆಯಿರಿ :ceo.bcsbi@rbi.org.in
Many of the banking services are not available in regional languages today. In order to really achieve the financial inclusion of the country, regional languages are going to play a major role
Today's Deccan herald has the ad in which BCSBI has called for suggestions and feedbacks on the regulations. Let us insist BCSBI to add sufficient regulations in order to ensure all the banking services are available in regional languages. Please find the letter I wrote below. You can join hands by sending your suggestions to ceo.bcsbi@rbi.org.in.
================================================================
HI,
This is in response to the call for suggestions and feedbacks on the existing BCSBI code.
I came across one of the circulars (Ref [1]) passed by RBI which in addition to the Goiporia committee, which recommends usage of the regional language to achieve financial inclusion of the country.While RBI has been right in pointing out that usage of regional languages to reach financial inclusion, the usage of regional languages in the banking services is not adequate. Even today cheques, Challans, internet banking, ATMs, mobile banking, customer service etc are not provided in regional language.
Change in section 2.1.2 to mandate usage of regional language to provide information:
Here is the excerpt of BCSBI code , section 2.1.2
"2.1.2 To Help You To Understand How Our Financial Products And Services Work By:
a. Giving you information about them in any one or more of the following languages – Hindi, English or the appropriate local language"
The above line has been interpreted by many banks that it is sufficient to provide information in any of the above prescribed languages and it is not mandatory to provide the information in regional languages. This needs to clarified and providing information in regional languages needs to mentioned as mandatory.
Usage of regional languages to reap out the benefits in technological advancements
In the RBI circular mentioned in Ref[1], it is mentioned that usage of regional language is mandatory in all the printed materials. With the introduction of technology into the banking domain, many of the banking transactions are carried out without usage of paper. Services such as ATM user interface, internet banking, mobile banking, intimating banking transactions through email and sms are not provided in regional languages. Customers need to be given an option of having these services in regional languages as well. A new clause needs to be added on these lines
Customer care and human interaction should be mandatorily provided in regional language to increase trust and reach to the customers
Even with all the information printed, people still prefer human interaction for getting their queries clarified. The customer executive/ teller/manager need to be conversant in the regional language in order to make customers comfortable and to give a feeling of trustworthiness. Also the IVR and the customer care needs to be mandatorily provided in regional languages. A new clause needs to be added on these lines
References:
--
Ravi
ನಾನೂ ಬರೆದೆ...
ReplyDelete---------------
Greetings,
This is in-response to your advertisement, seeking suggestion for codes & standards related to Banking activities.
In my openion, two factors which effected Banking in recnet times are i) e-Banking ii) language policy of banks.
Kudos to the first one which made Banking fast & better But the seconde one (which is most critical) has lots of lapses. I would like to bring your attention on the following,
- In Karnataka most of the banks are switched over to 2 language policy comprising of Hindi & English. This is suprise and most unfortunate situation to the ordinary people which are denyed banking in their language (in this case, Kannada). Cheques/ATM machines/Money transactions/other applications mostly uses English & Hindi in Karnataka (refer attachement of Canar bank, Bangalore cheque)
- Some days back, My mother recieved a letter from SBI bank in connection with transfer of my father's account. She immediately called me ( I work in Bangalore, 500Km away from native town) to understand the content/reason of the letter because letter was completely in English!! how can such useless policies/standards are made which deny rights of the people!
- Earlier people who were illiterate use to ask for help in Banking services but now due to Banks policies, peoples who don't know Hindi & English are treated like illiterates!
Hope this will be addressed appropriately in your revised codes & standards which make people's language the most important rule (Ex.: Kannada in Karnataka)
Best Regards,
Prashant Soratur