Bank not responsible for customer’s negligence in Digital Fraud

Regarding internet fraud, the Uttarakhand State Consumer Disputes Redressal Commission has rendered a significant ruling. 

According to the commission, the bank or digital payment platform cannot be held accountable if the customer's own carelessness results in fraud in an online transaction. 

The decision was made in a case involving Haridwar resident Sachin Kumar. According to Sachin, he tried to move Rs 25,000 from his Google Pay account on November 26 but the transaction was unsuccessful. 

But he said the money was taken out of his bank account. Sachin claimed that after receiving some dubious communications, money was taken out of his account several times over the course of the following two days.

This resulted in a total of Rs 1,06,500 being debited from his bank account. Sachin said he filed a complaint with his bank (Punjab National Bank), but when he didn’t receive a satisfactory response, he filed a case with the District Consumer Disputes Redressal Commission.

The Commission held that the bank was at fault and ordered it to refund the amount to Sachin. However, the bank appealed the decision with the State Consumer Commission. During the hearing at the State Consumer Commission, it emerged that all the transactions were made using the customer’s own mobile phone.

The Commission stated in its order that “the security of the mobile phone, OTP, password, and UPI PIN is entirely the consumer’s responsibility. If someone fails to protect these details, the bank or digital app cannot be held responsible.”

The Commission also clarified that no transaction is possible on digital platforms like Google Pay without entering the correct UPI PIN. In such a case, the transaction will be deemed to have been made with the customer’s knowledge. The Commission, while setting aside the District Consumer Commission’s order, stated that the evidence and facts were not properly evaluated in the case.

Recently, the Reserve Bank of India has released a new guideline for digital frauds. RBI plans to provide compensation to victims upto Rs.25,000. This may prove to be a big relief for victims of Digital Frauds.

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RBI Issues Strict Guidelines on Bank Misselling: No Bank Employee Incentives, No Calls After 6 PM

Strict restrictions have been established by the Reserve Bank of India (RBI) to prevent banks from misselling third-party products. Additionally, the RBI has stated that bank employees shouldn't receive incentives. 

Mis-selling: What is it? 

According to the RBI, mis-selling is defined as: 

1. Selling a product or service that is inappropriate or unsuitable for the customer's profile, even if the customer has given their express assent; 

2. Selling a product or service without supplying accurate or comprehensive information, or by providing misleading information;

3. Selling a product or service without the express approval of the customer; 

4. Selling a desired product or service while forcing the sale of another product or service; 

5. Selling a product or service that includes any additional elements deemed to be mis-selling by the relevant financial sector regulator.

Third-party Financial Product or Service is a product or service offered by a bank to its customers on behalf of a third party company such as selling insurance on behalf of an insurance company.

Guidelines for DSA

A bank, availing the services of DSAs / DMAs, shall maintain an up-to-date list of DSAs / DMAs empanelled / engaged with it. Such list shall include the name and other details of the DSAs / DMAs, the period of engagement, etc. Further, an updated list of such DSAs / DMAs shall be displayed on the bank’s website for reference by the members of public.

A bank shall ensure that its employees or DSAs / DMAs:

1. make telephonic contacts and / or visits to customers normally between 09:00 hours and 18:00 hours. Calls / visits earlier or later than the prescribed time period shall be done only when the customer has expressly given a request or authorisation to do so;
2. do not call a customer regarding products already sold to him / her and if a customer calls for any such product, advise him / her to contact the customer service staff of the bank and provide the contact details.

No Incentive

A bank shall ensure that its policies and practices (e.g., organizing competitions among business units for sale of products / services, earmarking specific days of the week / month for targeted selling of particular products / services, etc.) neither create incentives for mis-selling nor encourage employees / DSAs to ‘push’ the sale of products / services. It shall be ensured specifically that no incentive is directly / indirectly received by the employees engaged in marketing / sales of third-party products / services from the third-party.

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UFBU Meeting 23 January 2026 Updates - 5 Days Banking

Today (23.01.26) again a meeting was held between UFBU, DFS, IBA, CLC and Bank Management for implementation of 5-Day Banking. The meeting was held at 3:30 PM in continuation to yesterday’s (22.01.26) meeting. Yesterday, the talks between UFBU and the Government of India failed, and the strike continued. Today also, the talks between UFBU and the government failed, and the strike will be conducted all across India on 27 January 2026.

Once again, the conciliation proceedings started to discuss the issue contained in the strike notice dated 08.01.2026 for the proposed strike to be held on 27.01.2026. At the outset, the Ld. representatives of DFS submitted that things are moving in the right direction and some decisions have been taken yesterday in favour of the Financial Sector. Accordingly, he requested the Ld. representatives of UFBU to reconsider their stand and defer the strike reflecting good gesture which may lead to positive outcomes.

At this stage, the Ld. representatives of IBA also requested in the same line of DFS and reiterated to consider the appeal so as to ensure that the dignitaries persuading their causes before the competent authorities may be strengthened to put forth their submission positively.

On the other hand, the Ld. representatives of UFBU reiterated that they are aware about the meaning and consequence of strike which is the ultimate legal right with the workmen. As such, they are not also of the intent to use such a stringent measure for pressing on the demand but as they have already deferred three such consecutive occasions of the proposed strike on some of the issues which contained the issue of 5 days banking also. As the Govt. is not at all responding on the issue of 5 days banking, they do not have any option in such compelling circumstances but resort to strike.

As the stalemate continued, the CLC(C) as Conciliation Officer also made an appeal to the Ld. union representatives to reconsider and avoid any direct action in the public interest so that industrial harmony be maintained. At the same time, the CLC(C) also advised other stakeholders to convey the message at appropriate level and try their level best to resolve the issue in public interest. It is also pertinent to mention at this stage that office of the CLC(C) is always open to facilitate the dialogue whenever it is required.

In the meantime, the provisions contained u/s 33(1) and 22 of the ID Act, 1947 shall remain in vogue. Next date in the matter is fixed on 09.03.2026 at 11.30 AM.

🗞️ What's happening right now about Strike

• Nationwide bank strike planned for  January 27, 2026 — Bank employee unions under the United Forum of Bank Unions (UFBU) have called a one-day nationwide strike to press for the implementation of a full five-day work week (i.e., both Saturdays off). 

• Banks likely to be closed for up to four days, from Jan 24–27, 2026 — because the strike overlaps with regular weekend holidays and Republic Day holidays. 

• Disruption in banking services expected across Gujarat and other states on Jan 27, with many branches closed and services slowed down. Around 800,000 bank employees are expected to participate nationwide; in Bihar alone, about 8,100 branches and 50,000 staff are involved. 

• Unions have also been urging political support (for example from West Bengal’s Chief Minister) to strengthen their strike call and demands. 

• The strike demand centers around the five-day working week, a change that was recommended by the banking industry earlier but hasn’t yet been formally implemented by the government. 

📌 Why it matters

• Customer impact: Physical bank branches may be shut on the strike day — but digital services (mobile banking, ATMs, online transfers) often remain available. Plan ahead for essential transactions. 

• Union demands: The main focus is the five-day work week, but bank workers often include other issues in agitation (staff shortages, working conditions, staffing norms etc.). 

If you’d like, I can pull specific state-wise closure lists or official notifications from your local banks for Jan 27 specifically.

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Big Bank Merger Coming? Government Signals Plan to Combine Two Major Banks

The government is allegedly seeking to combine two big banks as part of ongoing financial sector reforms, according to recent rumors that are gathering traction. Although mergers have long been a part of India's banking system, fresh debate has sparked concerns about which banks might be involved, why consolidation is being explored once more, and the potential effects on consumers, workers, and the overall economy.

Is the Government Planning a New Bank Merger?

At present, there is no official confirmation naming specific banks for an immediate merger. However, policymakers and financial regulators have repeatedly indicated that bank consolidation remains part of the long-term reform strategy to strengthen balance sheets, improve efficiency, and reduce systemic risk under the oversight of the Government of India and the Reserve Bank of India.

Merger Objective	Why It Matters
Stronger Capital Base	Improves financial stability
Lower NPAs	Better risk management
Operational Efficiency	Reduced duplication of branches
Global Competitiveness	Larger banks compete internationally
Simplified Oversight	Easier regulation and supervision

Why Bank Mergers Are Being Discussed Again

Previous public-sector bank mergers were aimed at creating fewer but stronger banks. Rising credit demand, digital transformation costs, and the need for robust capital buffers are once again pushing consolidation discussions to the forefront.

Which Banks Could Be Involved

No banks have been officially identified. Historically, mergers have involved public sector banks, not private lenders. Any future merger would likely focus on strategic fit, regional overlap, and financial health, rather than size alone.

What a Merger Would Mean for Customers

For customers, mergers typically bring account number changes, IFSC updates, and system migrations, but deposits and loans remain protected. The government has consistently stated that customer money is safe during such transitions.

Impact on Employees

Bank mergers often raise concerns about job security. In past consolidations, the government emphasized redeployment rather than layoffs, with staff reassigned across branches and departments.

Is This a Done Deal or Still a Proposal?

As of now, this is policy-level discussion, not an approved merger. Any concrete plan would require Cabinet approval, regulatory clearance, and formal announcements, all of which would be made public well in advance.

Key Facts to Know Right Now

• No official bank names confirmed
• Merger discussions are policy-level
• Public sector banks are the likely focus
• Customer deposits remain protected
• Formal approval is still required

While talk of a big bank merger has intensified, it remains under discussion rather than confirmed policy. If implemented, the move would aim to strengthen the banking system rather than disrupt it. Until official announcements are made, customers and employees should treat merger reports as preparatory signals, not final decisions.

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Why 5-Day Banking Is Essential for the Indian Banking Sector?

For the Indian banking industry to increase productivity, staff happiness, and service quality, a five-day banking week must be implemented. Digital banking, regulatory compliance, cybersecurity concerns, and increased customer service responsibilities have all contributed to the complexity of banking operations. Bank workers can get enough rest and recuperation from a regular five-day workweek, which boosts output, improves decision-making, and lowers operational errors. 

Additionally, five-day banking promotes a better work-life balance, which is essential for addressing the stress, exhaustion, and mental health issues that bank employees confront. Employees that are motivated and get enough sleep are more customer-focused, which guarantees better service delivery and grievance resolution. 

The banking sector may become more competitive with other financial and corporate sectors that already follow a five-day work culture as a result of this shift, which can lower attrition and draw in new talent.

 

From an operational standpoint, banks now mostly rely on digital platforms that offer round-the-clock services, like internet banking, mobile banking, ATMs, and UPI. Therefore, cutting back on physical working days won't have a big effect on consumer convenience. 

Rather, it enables banks to concentrate on more effective planning, training, system improvements, and compliance initiatives. 

All things considered, five-day banking helps Indian banks comply with international standards, boosts staff morale, increases institutional effectiveness, and promotes the banking industry's sustainable growth without sacrificing client care.

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This PSU Bank honoured as Best Bank for Supporting Start-Ups

In recognition of its significant commitment to fostering India's start-up ecosystem, Punjab National Bank (PNB) was named the Best Bank for Supporting Start-Ups at the MSME Banking Excellence Awards 2025. Piyush Goyal, the Hon'ble Minister of Commerce & Industry, Government of India, gave the award. 

Executive Director M. Paramasivam and Chief General Manager Firoz Hasnain accepted it on the bank's behalf (MSME). The bank claims that the award is a reflection of PNB's ongoing efforts to help innovation-led start-ups nationwide, enhance access to financing, and provide customized MSME solutions. The award highlights PNB's contribution to bolstering India's inclusive economic growth and start-up culture.

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PSU Bank's Heart-Melting Initiative, After maternity leave, female employees will receive a special welcome

A new program named PNB Udbhav has been introduced by Punjab National Bank (PNB) to assist and extend a warm welcome to female workers who are returning to work following maternity leave. According to PNB, women frequently find it difficult to return to work after giving birth because of emotional strain, childcare obligations, financial strain, and the need to advance in their careers. 

 The bank launched this employee-friendly initiative as part of its Gender Diversity at Workplace Policy to assist female employees in returning with confidence.

Any woman finds it difficult to return to work after giving baby. After giving birth, a mother experiences profound emotional transformations in addition to physical healing. She experiences weakness, discomfort, anxiety, and occasionally melancholy. She must simultaneously return to her job and leave her newborn at home. Emotional stress, anxiety, and guilt are brought on by this separation. 

 A lot of women struggle to balance parenthood and their careers. Their hearts frequently remain with their child while they are at work. This stage is mentally taxing because to sleep deprivation, ongoing concern for the child, and pressure to do well at work. Some mothers believe they have changed. This is a genuine and widespread emotional issue.

A friendly greeting at work has a significant psychological impact. A woman feels safe, appreciated, and self-assured once more when she is treated with compassion, respect, and understanding. Fear can be lessened and emotional suffering can be healed with a modest gesture like a symbol of welcome or kind words. 

 The returning mother will be contacted by a Nodal Officer or ERG (Employee Resource Group) member one month prior to her joining duty under the PNB Udbhav plan. PNB SPARSH, the bank's teleconsulting service for female employees following maternity leave, would also be explained to her. This program aims to ease worry, tension, and dread while facilitating a seamless return to work.

On the day of rejoining, the employee will be warmly welcomed at the office, preferably with a planter and encouraging words. The ERG Head, ERG Member, or Nodal Officer will be present during this welcome. PNB said that this step is meant to make women employees feel valued and supported as they balance work and family life. All ERG heads, field offices, and head office divisions have been directed to implement this scheme in true spirit.

This initiative will not just help women return to work — it will help them return with dignity, confidence, and emotional strength.

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RBI Ombudsman received over 13 lac complaints in FY 2024-25, while complaints against private sector banks grew

 

The Reserve Bank's Integrated Ombudsman Scheme (RB-IOS) received 13,34,244 complaints in FY 2024-25, up 13.55% from 11,75,075 in FY 2023-24. These Complaints were submitted by email, letter at the CRPC, or through the CMS portal. 

9,11,384 complaints were sent to the CRPC. Of these, 1,08,331 complaints were sent to the ORBIOs and 10,589 to CEPCs for processing. The remaining 7,76,336 were deemed non-maintainable or non-complaints. As of the end of FY 2024-25, 16,128 complaints were pending before the CRPC.

The ORBIOs received a total of 2,96,321 complaints in FY 2024-25, including 1,87,990 through the CMS portal and 1,08,331 recommended by the CRPC. This was a 0.82% rise from 2,93,924 complaints in FY 2023-24. Complaints received per lakh accounts at ORBIOs declined from 8.9 in FY 2023-24 to 7.7 in FY 2024-25 at the national level. 

Of the total complaints at ORBIOs, 91.22% were reported digitally through the CMS site or email. Individuals accounted for the highest share with 2,58,365 complaints (87.19%). Among categories, complaints relating to loans and advances were the greatest in FY 2024-25, followed by credit card complaints. Complaints involving mobile or electronic banking fell by 12.74% year-on-year.

With 2,41,601 cases, or 81.53% of all complaints received by the ORBIOs in FY 2024–2025, complaints against banks constituted the greatest share. NBFCs accounted for 43,864 complaints or 14.80%. 

Among banks, private sector banks received the most complaints, going from 34.39% in FY 2023-24 to 37.53% in FY 2024-25. The percentage of complaints against public sector banks decreased from 38.32% in FY 2023–2024 to 34.80% in FY 2024–2025.

In FY 2024–2025, the ORBIOs resolved 2,90,567 complaints, including ongoing cases, for a disposal rate of 93.07%. Of them, 1,80,621 complaints (62.16%) were manageable, while the rest were categorized as non-maintainable. Of the maintainable complaints, 43.36% were rejected and 51.91% were settled through conciliation, mediation, or mutual settlement. 

The Appellate Authority received 104 challenges against Ombudsman rulings during the year. Of these, 98 were submitted by complainants and 6 by regulated entities.

The Contact Centre (toll free: 14448) operating from Chandigarh, Kochi, and Bhubaneswar, it handled 9,27,598 calls in FY 2024-25, a rise of 28.89% from the previous year. Of these calls, 60.64% were handled through the IVRS system and 38.59% by staff. Abandoned calls dropped sharply to 0.78%. Hindi accounted for 70.43% of calls, English 6.73%, and 22.84% were in regional languages including Assamese, Bengali, Gujarati, Kannada, Odia, Punjabi, Malayalam, Marathi, Tamil, and Telugu.

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