The Reserve Bank of India has issued the Reserve Bank of India (Payments Banks – Responsible Business Conduct) Directions, 2025 to strengthen customer service standards and ensure fair conduct across all Payments Banks. These Directions consolidate various earlier regulatory instructions into a single, comprehensive framework aimed at improving transparency, accountability, and customer-centric practices in the financial services ecosystem. Issued under the authority granted by the Banking Regulation Act, the framework reflects RBI’s view that responsible business conduct is essential to safeguard customer interests and maintain trust in digital banking channels. Applicable to all Payments Banks, the Directions take immediate effect and emphasize consistent service quality, ethical practices, and adherence to fair treatment norms. By unifying multiple guidelines, the RBI seeks to create a streamlined regulatory approach that promotes better customer protection, ensures operational discipline, and enhances the overall service experience for users interacting with Payments Banks.
RESERVE BANK OF INDIA
RBI/DOR/2025-26/219
DOR.MCS.REC.No.138/01-01-034/2025-26 | Dated: November 28, 2025
Reserve Bank of India (Payments Banks – Responsible Business Conduct) Directions, 2025
Introduction
Customer service holds great significance in the financial services sector. The Reserve Bank of India has, over the years, issued various instructions with a focus on enhancing the level of customer service and ensuring fair conduct towards customers by banks. These directions are issued with an aim to consolidate the various regulatory instructions on customer service and conduct aspects issued by the Reserve Bank of India to Payments Banks at one place.
Accordingly, in exercise of the powers conferred by Sections 35A, 45ZC(3) and 45ZE(4) of Banking Regulation Act, 1949 and all other provisions / laws enabling the the Reserve Bank of India (hereinafter called the ‘Reserve Bank’) in this regard, the Reserve Bank being satisfied that it is necessary and expedient in public interest so to do, hereby, issues the Directions hereinafter specified.
Chapter I – Preliminary
A. Short title and commencement
1. These Directions shall be called the Reserve Bank of India (Payments Banks – Responsible Business Conduct) Directions, 2025.
2. These Directions shall come into effect immediately upon issuance, unless indicated otherwise.
B. Applicability
3. These Directions shall be applicable to Payments Banks (hereinafter collectively referred to as ‘PBs’ and individually as a ‘PB’).
Read Full text of the Notification: https://rbidocs.rbi.org.in/rdocs/notification/PDFs/219MD.pdf
