General Studies · Customer Rights and RBI Guidelines
A bank branch faces three distinct challenges: a first-floor location without an elevator drawing senior citizen complaints; a loan processing fee hiked via website notification without explicit individual client notice; and an automated 'Total Freeze' placed on a customer's account for a pending KYC update without prior communication. Analyze the bank's compliance with RBI's customer service guidelines.
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1The bank is compliant in all cases because internal policies and system-driven freezes override individual customer convenience.
- 2The bank has violated the Accessibility norms for the senior citizens, the Transparency norms for the fee modification, and the 'Partial Freeze' protocol for KYC.✓
- 3The bank is only liable for the processing fee difference but is protected in the other two cases by the PMLA guidelines.
- 4The bank is liable only if the customers can prove that they suffered a physical or financial injury.
Correct answer
The bank has violated the Accessibility norms for the senior citizens, the Transparency norms for the fee modification, and the 'Partial Freeze' protocol for KYC.
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