What changed
RBI, following its July 2010 directive against discrimination in products and facilities, advised NBFCs to include a module on rights of persons with disabilities in all employee training programs and to ensure grievance redressal for disabled customers.
What it means for you
NBFCs should update training curricula to cover legal and international disability rights, ensuring staff understand these obligations. This may raise compliance standards and customer service expectations.
What you must do
- Incorporate a module on disability rights into all employee training programs across levels.
- Ensure your grievance redressal mechanism explicitly covers complaints from persons with disabilities.
- Review and update branch-level practices to eliminate discrimination in loan and product access for disabled applicants.
Who it affects
All NBFCs, Training and HR departments of NBFCs, Branch staff dealing with customer service and loan processing
Does this directive apply to all NBFC employees or only frontline staff?
The RBI advises that the training module should be included in programs for employees at all levels, so it covers everyone from frontline to management.
What should the training module include?
It should cover the rights of persons with disabilities guaranteed by Indian law and international conventions, as per the RBI's advice.
Is there a deadline for implementing this training?
The circular does not specify a deadline.