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RBI/2014-15/337
DPSS.CO.PD.No.1017/02.23.001/2014-2015
December 04, 2014
The Chairman and Managing Director /
Chief Executive Officers
All Scheduled Commercial Banks including RRBs /
Urban Co-operative Banks / State Co-operative Banks /
District Central Co-operative Banks
Madam /Dear Sir
Mobile Banking Transactions in India -
Operative Guidelines for Banks
A reference is invited to our Master Circular RBI/ 2014-15/104 DPSS.CO.PD. Mobile
Banking.No.2/02.23.001/2014-15 dated July 1, 2014 wherein consolidated guidelines related to mobile banking were
issued by the Reserve Bank of India.
2. It may be recalled that the RBI had
set up a “Technical Committee on Mobile Banking” (Chairman Shri
B.Sambamurthy) to study the challenges faced by the banks in providing
mobile banking to customers in general (customer enrolment and technical
issues) and also to examine the options/alternatives for expanding the
reach of mobile banking in the country. In order to take these
recommendations forward, the RBI had organized a conference to discuss the
issues / challenges faced by banks and lay down a concrete roadmap for
enhancing mobile banking services in India. Subsequently, an informal group
was also formed with representation from various stakeholders for “Setting
standards for on-boarding mobile banking customers by banks’, which has
made some critical observations and also offered certain suggestions for
enhancing the efforts of banks and stakeholders in widening the access to
mobile banking service.
3. As banks have started offering mobile
banking services at different points of time, there are differences in
procedures adopted by banks for registering customers for mobile banking as
well as in the channels of delivery and authentication process. Generally,
banks are offering mobile banking services through the SMS,
Application-based solutions and USSD channels. Lack of awareness as well as
standardization of procedures at banks also adds to the problems which have
led to a situation of slow pick-up of mobile banking services despite the
high mobile density in the country. This is of particular importance when
customers are using inter-operable mobile banking platforms.
4. Thus, there is a need for
greater degree of standardization in procedures relating to
on-boarding of customers for mobile banking (new customers, existing
account holders whose mobile numbers are available with the bank but not
registered for mobile banking, and existing account holders where mobile
number is not available with the bank), as also the subsequent processes
for authentication, including accessible options for generation of MPIN by
customers.
5. Banks should strive to provide options
for easy registration for mobile banking services to their
customers, through multiple channels, thus minimizing the need for the
customer to visit the branch for such services. The time taken between
registration of customers for mobile banking services and activation of the
service should also be minimal.
6. A few suggestions and best practices
that can be adopted by banks for registering / on-boarding customers for
mobile banking, under the three scenarios indicated above, are given in the Annex.
7. Similarly, in order to quicken the
process of MPIN generation and also widen the accessibility of this process
to their mobile banking registered customers, banks can consider
adopting various channels / methods such as
a.
Through the ATM channels (similar to
option available for change of PIN on their own ATMs as well as in
inter-operable ATM networks)
b. Through an option provided in the USSD menu for mobile banking (both
their own USSD platform, if any, as well as under the inter-operable USSD
Platform for mobile banking)
c.
Banks’ own internet banking website, with
necessary safeguards
d. Use of MPIN mailers (like PIN mailers for cards)
e.
Common website can also be designed as an
industry initiative
8. Banks are also advised to undertake customer
education and awareness programme in multiple languages through
different channels of communication to popularise their process of mobile
banking registration/activation and its usage etc.
9. This directive is issued under Section
10(2) read with Section 18 of Payment and Settlement Systems Act 2007 (Act
51 of 2007).
10. Please acknowledge receipt.
Yours faithfully
(Vijay Chugh)
Principal Chief General Manager
Suggestions / best practices for
increasing the penetration (customer registration / on-boarding) of Mobile
Banking
1. New Customer: at account opening time
a.
Account opening form should clearly
indicate the option for mobile banking – the option for mobile banking
services should be clear and distinct from the contact details of the
customer where mobile number is also accepted; it should also be clearly
indicated that alerts (if sent through SMS) will be sent to this registered
mobile number.
b. Customer should be made aware of the mobile banking facilities while
opening the account. Further, the form should also clearly indicate that
opting for mobile banking services will provide an alternate delivery
channel to the customer; related inputs / materials / booklet etc. should
be provided to the interested customers outlining the features of mobile
banking services offered by the bank, the process involved, roles and
responsibilities etc.
2. Existing Customer- Mobile numbers
registered with the bank but not active for mobile banking:
As mobile number registration has already
taken place and available with the bank (is linked with the account), wider
and more accessible platforms should also be made use of by the banks to
increase awareness on mobile banking at every opportunity to get more and
more customers to register for mobile banking services. Some of the methods
that can be adopted by banks for having targeted customer awareness
programs could include:
i.
sending SMS / e-mails to their customers
on registered mobile numbers / e-mail ids about activating mobile banking,
providing necessary URLs / customer care numbers from which the customer
can obtain additional information on mobile banking activation process;
ii.
ATMs and self-service Kiosks at branches
can also alert the customers to activate the mobile banking options;
iii.
social media can also be used by the
banks to build awareness and encourage customers to register on mobile
banking;
iv.
through the internet banking website of
the bank especially when the customer logs in for net banking operations
(taking into account the security architecture and authentication mechanism
already prevalent in the bank/s);
v.
banks can use their IVR and phone banking
channels to encourage and facilitate registration and activation of customers
for mobile banking;
vi.
banks can also harness the potential of
inter-operable channels such as the NFS (which is widely used by customers
for transacting with their cards) to provide a widely accessible channel
for mobile banking registration;
3. Existing Customer- Mobile number not
registered with the bank at all
Banks need to find ways of obtaining
mobile numbers of the account holders first for registration in their
database and subsequently for mobile banking registration. Some of the
options that can be used for this purpose are:
a.
Through ATM channel – an alert / message
can be given (at the ATM itself) by banks when the customer transacts at
the ATM, that she/he has not registered any mobile number with the bank
b. Branch visit- at teller level, when the customer comes to the teller
for any cash deposit / withdrawal transaction, the customer profile should
indicate that he/she has not registered the mobile number at the bank and
should be asked to do so immediately
c.
Similarly, at passbook printing counters
/ kiosks too, the customer profile should be verified for existence of
mobile number and customer should be advised to register the mobile number
when he/she uses the passbook printing kiosk
d. At BC level with biometric authentication.
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