RBI to integrate consumer grievance redressal scheme, BFSI News, ET BFSI

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MUMBAI: The Reserve Bank on Friday announced it will be integrating consumer grievances redressal under a single ombudsman as against three schemes working at present.

There are dedicated ombudsman schemes devoted to consumer grievance redressal in banking, non-bank finance companies and digital transactions, respectively, at present.

“To make the alternate dispute redress mechanism simpler and more responsive to the customers of regulated entities, it has been decided to implement, inter alia, integration of the three Ombudsman schemes and adoption of the ‘One Nation One Ombudsman‘ approach for grievance redressal,” governor Shaktikanta Das said on Friday.

The move is intended to make the process of redress of grievances easier by enabling the customers of the banks, NBFCs and non-bank issuers of prepaid payment instruments to register their complaints under the integrated scheme, with one centralised reference point, he said.

The RBI is targeting to roll out the e-Integrated Ombudsman Scheme in June 2021, he said.

Das said financial consumer protection has gained significant policy priority across jurisdictions and the RBI has been taking a slew of initiatives on the same.

“In line with the global initiatives on consumer protection, RBI has taken various initiatives to strengthen Grievance Redress Mechanism of regulated entities,” he said.

The RBI had operationalised complaint management system (CMS) portal as one stop solution for alternate dispute resolution of customer complaints not resolved satisfactorily by the regulated entities.



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Monetary policy: RBI keeps rates on hold, promises ample liquidity

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“The cost of capital for companies is going to go up,” bankers said.

Despite worries on inflation, Reserve Bank of India (RBI) on Friday opted to leave policy rates unchanged even as it promised an accommodative stance for rates and, critically, liquidity. “The RBI stands committed to ensure the availability of ample liquidity in the system…As the government’s debt manager and banker, the Reserve Bank will ensure the orderly completion of the market borrowing programme in a non-disruptive manner,” RBI governor Shaktikanta Das observed. The central bank expects the economy to grow at 10.5% in 2021-22.

However, despite assurances from the central bank it would ensure the government’s large borrowing plan of Rs 12 lakh crore went through smoothly, the bond markets remained somewhat nervous with yields trending up.

Experts noted interest rates are headed up and that the trading range for the benchmark which has been ruling at 5.75-6% is expected to shift upwards. Moreover, the quantum of surplus liquidity could be smaller in 2021-22.

“The cost of capital for companies is going to go up,” bankers said.

Pranjul Bhandari, chief economist, HSBC, believes the aim of the central bank will be to ensure that financial conditions do not tighten too sharply over the foreseeable future.

Economists believe the policy repo rate will stay unchanged through 2021 and rise as growth picks up. “We expect the policy stance to shift to ‘neutral’ from ‘accommodative’ in Q3, the normalisation of the policy corridor to begin in Q4, and 50 bps worth of repo rate hikes in H1 2022,” Sonal Varma, chief economist at Nomura, wrote.

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MFIs: Uniform framework to create level playing field

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The RBI has sent a very strong message that it is only the central bank which will frame guidelines for all the players in the industry, a state government has no role to play here

With the Reserve Bank of India (RBI) planing to come out with a consultative document harmonising the regulatory frameworks for various players in the microfinance space, lenders on Friday said a uniform framework is expected to create a “level playing field” for all and help the sector mitigate the risk of being regulated by any state law.

Significantly, the move to create the uniform framework came against the backdrop of the Assam Assembly passing the Assam Micro Finance Institutions (Regulation of Money Lending) Bill, 2020 in December for controlling operations of the MFIs. Following that, collection efficiencies of microfinance lenders fell sharply.

“Recently, the Reserve Bank has released a discussion paper on Revised Regulatory Framework for NBFCs – A Scale Based Approach. Taking into consideration the constantly evolving milieu in the financial sector, it is proposed to review the regulatory framework for non-banking financial company – micro finance institutions (NBFC-MFIs),” the RBI said.

“There is a case for having a framework which is uniformly applicable to all regulated lenders in the microfinance space including scheduled commercial banks, small finance banks and NBFC-investment and credit companies, rather than prescribing these guidelines for NBFC-MFIs alone. Accordingly, the RBI will come out with a consultative document harmonising the regulatory frameworks for various regulated lenders in the microfinance space in March 2021,” the central bank said.

“RBI’s step to harmonise the regulatory framework for the microfinance industry will deter any state government from passing a Bill to regulate microfinance players. The RBI has sent a very strong message that it is only the central bank which will frame guidelines for all the players in the industry, a state government has no role to play here,” industry sources told FE.

MFIN, the association for microfinance entities and the self-regulatory organization for NBFC-MFIs, said an uniform regulation across entities will help in sustainable growth of microfinance in India. “Considering the diversity of players in microfinance today, it is the need of the hour and MFIN has been proactively working on this through its code of responsible lending and also requesting RBI on the need for asset class-based regulation,” said CEO & director Alok Misra.

“Since over a decade has passed since the Malegam Committee on microfinance, a fresh and comprehensive review of the sector will certainly be a timely and relevant initiative towards harmonising the regulatory framework for the industry for various kinds of entities that can be followed uniformly across the country…, Bandhan Bank MD & CEO Chandra Shekhar Ghosh said.

Sa-Dhan executive director P Satish said hopefully, the harmonised regulation will have common lending norms for all lenders and will enhance the client protection.

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Phased withdrawal of CRR cut, lack of OMO hints disappoint markets

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Choudhary added that given the way things stand, the RBI needs to mute, and not break, the linkage between the recalibration in the overnight rate and its exaggerated transmission to higher up the curve.

The Reserve Bank of India (RBI)’s decision to phase out the relief given to banks on mandated cash reserve ratio (CRR) levels and an absence of clarity on open market operations (OMOs) left the markets disappointed. Even as the central bank extended the held-to-maturity (HTM) hike of 2.5% for SLR-eligible securities acquired between September and March by another year, market participants warned that a rushed wind-down of this and other relaxations could spook markets, especially in view of the government’s expanded borrowing programme.

Soon after the announcement of the policy statement, the yield on the benchmark 10-year government security surged to 6.153% from the previous day’s close of 6.074%. It cooled off later during the session to close the day at 6.071%. The normalisation of CRR to 4% will drain approximately Rs 1.50 lakh crore of liquidity from the system, according to an estimate by State Bank of India(SBI)’s economic research wing.

RBI officials were quick to assuage the market’s concerns after the initial reaction, saying that the yield curve is a public good and the phasing out of the CRR reduction in two stages will only enable the central bank to carry out other liquidity operations. Deputy governor Michael Patra said that the dispensation is being kept in place for a full year already and it was set to be normalised on March 27, 2021. “But we went one step forward. We did not normalise it in one step, but in two steps so that 50% will happen on March 27 and 50% is pushed to May,” Patra said, adding, “The withdrawal of liquidity through CRR will be replenished with more durable liquidity in other forms, which are more market-friendly.”

Governor Shaktikanta Das observed that the market is at times prone to misjudging the RBI’s actions and reacting in haste, before arriving at a full assessment of them. He cited the example of a sharpening in yields after the January 11 announcement on variable reverse repo operations as one such hasty reaction.

For the time being, these reassurances may not be enough as most market experts see short-term yields hardening in the absence of more clarity on liquidity operations. Rahul Bajoria, chief India economist, Barclays, said that taken together, the moves on CRR and HTM securities will have a limited impact. “In the absence of explicit guidance on open market operations to support bond yields, we think the RBI will need to continue to fight yield volatility amid an expanded bond issuance programme,” he said.

Market participants harped on the need for caution while unwinding accommodative measures. The extension on HTM dispensation is welcome but will be more helpful if the unwind schedule isn’t too aggressive, said Suyash Choudhary, head – fixed income, IDFC Asset Management Company (AMC).

Choudhary added that given the way things stand, the RBI needs to mute, and not break, the linkage between the recalibration in the overnight rate and its exaggerated transmission to higher up the curve. “A hint around this was already given today when the governor referred to the CRR unwind opening up ‘space for a variety of market operations to inject additional liquidity’. Thus we fully expect unwind/absorption measures ahead around liquidity — CRR unwinds, term reverse repos, MSS (market stabilisation scheme) — to co-exist with twist and outright OMOs to ensure that the effect higher up the curve is blunted,” he said.

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Sundaram Fin’s new top team to focus more on existing biz segments

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Sundaram Finance on Friday indicated that the new management team would ensure business continuity and stay focussed on growing in the existing business segments while preserving the values and ethics of the organisation.

From April 1, the company will have a new top deck as the present Managing Director, TT Srinivasaraghavan, completes his term on March 31, 2021 after serving the company for 38 years (the last 18 years as MD). He will continue as a mentor.

While discussing the December 2020 quarter performance, the new team vowed to maintain delivery of ‘superior Sundaram experience’ in its line of business.

Srinivasaraghavan said there would be immense opportunities for Sundaram Finance to grow in its existing diversified business instead of chasing anything new. “Our market share in areas like car (financing) is very small. Even 1 or 2 per cent increase means a lot. Similarly, we are just 8–10-year-old in tractors and construction equipment lending business. There is a huge headroom for growth in these areas,” he added.

He also pointed out that running an NBFC business would be more challenging in the present scenario than it was a couple of decades ago though new growth opportunities have opened up.

Sundaram Finance reported a 45 per cent rise in its net profit for the quarter ended December 31, 2020 at ₹242 crore compared to ₹167 crore registered in year-ago period.

Disbursements for Q3 went up 8.5 per cent to ₹4,307 crore (₹3,968 crore). Net income was higher by 7 per cent at ₹1,045 crore (₹976 crore). Assets under Management grew to ₹31,226 crore as on December 31, 2020 (₹30,502 crore as on December 31, 2019). Net NPA (Stage III) as on December 31, 2020 stood at 1.59 per cent (2.79 per cent).

The deposit base stood at ₹4,112 crore December 31, 2020 (₹3,722 crore a year ago).

“Compared to the scenario in the first two quarters of the year, Q3 saw a revival. We expect the growth momentum to pick up in the next few quarters,” said Srinivasaraghavan.

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SBI chairman calls for deployment of technology in RRBs

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The Regional Rural Banks (RRBs) should adopt modern technology, Dinesh Kumar Khara, Chairman, State Bank India (SBI) said.

He was speaking after formally launching Digital Insta Savings Account (DISA) Mobile App of Andhra Pradesh Grameena Vikas Bank (APGVB) and Telangana Grameena Bank (TGB).

The video-Know Your Customer (KYC) facility will also be shortly launched in RRBs, he said.

“APGVB & TGB are amongst the most progressive RRBs in the country and better than small finance banks with a brand, reach, network and fair understanding of risks we are working in,’’ he said.

While explaining the features of (DISA) K Praveen Kumar, Chairman, APGVB and V Arvind, Chairman, TGB, said instant account could be opened within 10 minutes with facilities such as zero balance, immediate activation of mobile banking and Rupay Debit card, according to a release.

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Why PayPal’s decision to call it quits in India doesn’t come as a surprise

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PayPal’s decision to shut down domestic payment operations in India at a time when digital transactions are hitting new records every month may come as a surprise but has been brewing for some time.

While PayPal did not give the reasons for existing the booming Indian market, experts who have been tracking the company in India say that the existing business model based on UPI, and regulations around it was not in sync with the American company’s ambitions.

Troubles with RBI

The company, which has been offering cross-border payments in India for over a decade, had launched its domestic operations in India in 2017. But its troubles with RBI had begun in 2011 when the company was forced to suspend personal payments to and from India and transfers to local banks in India. This came after the RBI asked the company to comply with Foreign Exchange Management Act, 1999. PayPal remained in the cross-border transaction business for several years after that until 2016 when the company appointed Anupam Pahuja as the country head for India. Pahuja’s mandate was to expand PayPal’s operations in India. In 2017, the company took a bunch of Indian journalists to its headquarters in San Jose, California, where the company showcased its services in the US market, indicating that some of the services could make their way to India.

In an interview with BusinessLine, PayPal’s President and CEO Dan Schulman said that after giving merchants the opportunity to grow their businesses by connecting with customers outside of India, PayPal wants to give Indian merchants an opportunity to grow domestically, as well. There were also reports about the company acquiring a stake in Indian payment company but that it never fructified. In 2019, Pahuja identified travel sector as one of the key areas for the company in India. “It is high up on the priority list. We are dominant in most of our core, developed markets, thus, we started looking at other markets. We saw a layer of growth that India provides. Our expectation is to be one of the top three players in India in the travel segment in the coming year or so,” Pahuja had said then. Then the Covid pandemic happened and the travel industry came to a standstill.

Legal battle

Meanwhile, Delhi High Court issued a notice over a petition filed by Abhijit Mishra alleging that the global payments major had violated Section 4(1) of the Payment and Settlement Systems Act, 2007. Amid this legal battle, other global players including Google launched payment services in India and cornered a large share.

In the middle of 2020, Paypal realised that it will have to link up with UPI if it wants to offer a meaningful service in India. “If it had a choice PayPal would have wanted to roll out payment services on its own. It wasn’t comfortable with the UPI model. This is one of the reasons why it delayed the launch even as other players got into the market quickly,” said an executive who worked with PayPal earlier.

Final nail

Just when it was planning to roll out its UPI platform, the National Payments Corporation of India (NPCI) came up with a new set of rules in November 2020 that imposes a cap on the share of Unified Payment Interface transactions that a single payment application can process. NPCI said that third-party applications providing payments services via UPI can process a maximum of 30 per cent of the transaction volumes starting Jan. 1, 2021. This seems to have been the final nail in PayPal’s plans for India.

“From 1 April 2021, we will focus all our attention on enabling more international sales for Indian businesses, and shift focus away from our domestic products in India,” PayPal said in a statement without giving a reason for its decision.

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PNB net down 18.5 per cent in Q3

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Punjab National Bank (PNB), on Friday, reported a standalone net profit of ₹506 crore for the quarter ended December 31, 2020. This was about 18.5 per cent lower than sequential standalone net profit of ₹621 crore in the previous quarter ended September 30, 2020.

In the third quarter last fiscal, PNB (pre amalgamation) had reported a net loss of ₹492 crore.

The third quarter financial performance is not comparable on a year-on-year basis as the latest net profit of ₹506 crore reflects the performance of the amalgamated entity, while the loss of ₹492 crore was prior to amalgamation. It maybe recalled that PNB amalgamated with Oriental Bank of Commerce and United Bank of India with effect from April 1, 2020.

Total revenue for the quarter under review stood at ₹23,299 crore, lower than ₹23,438 crore in the previous quarter.

For the nine months ended December 31, 2020, PNB (post amalgamation) reported a net profit of ₹1,435 crore. In the same period last year, PNB (pre amalgamation) had recorded net profit of ₹1,033.4 crore.

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RBI to restore the cash reserve ratio in two phases to 4%

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The Reserve Bank of India (RBI) has decided to gradually restore the cash reserve ratio (CRR) in two phases in a non-disruptive manner. This move is based on a review of monetary and liquidity conditions.

CRR, which is the slice of deposits that banks maintain with the RBI, will go up from 3 per cent to 3.5 per cent effective from March 27, 2021, and to 4.0 per cent effective from May 22, 2021.

To tide over the disruption caused by Covid-19, the CRR of all banks was reduced by 100 basis points to 3.0 per cent for one year ending on March 26, 2021.

 

The RBI said the CRR normalisation opens up space for variety of market operations of the RBI to inject additional liquidity. Even as it announced restoration of CRR to 4 per cent, the central bank extended the relaxation in the marginal standing facility (MSF) for six more months – up to September 30, 2021 – to provide comfort to banks on their liquidity requirements.

Currently, under MSF, banks can avail of funds by dipping into the Statutory Liquidity Ratio (SLR) up to an additional one per cent of their deposits – cumulatively up to 3 per cent of their deposits. This dispensation provides increased access to funds to the extent of ₹1.53 lakh crore, RBI said

The RBI decided to extend the dispensation of parking Government Securities (G-Secs) and State Development Loans (SDLs), acquired between April 1, 2021, and March 31, 2022, in the enhanced HTM (held to maturity) investment bucket up to March 31, 2023.

 

The benefit of this enhanced HTM limit, whereby banks can park G-Secs and SDLs equal to 22 per cent of their deposits, is that they need not provide for investment depreciation.

The extension of the aforementioned dispensation will provide certainty to the market participants in the context of the borrowing programme of the Centre and States for 2021-22, the RBI said. The HTM limits would be restored to 19.5 per cent in a phased manner starting from the quarter ending June 30, 2023.

Capital conservation buffer

The central bank decided to defer implementation of the last tranche of the Capital Conservation Buffer (CCB) of 0.625 per cent and also defer the implementation of Net Stable Funding Ratio (NSFR) by another six months from April 1 to October 1, 2021.

The regulator said it is necessary to enable banks to continue providing the necessary support to the process of recovery. CCB ensures that banks have an additional layer of usable capital that can be drawn down when losses are incurred. NSFR is defined as the amount of available stable funding relative to the amount of required stable funding.

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‘Our liquidity stance continues to be accommodative’

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The six-member monetary policy committee (MPC), on Friday, voted unanimously to keep the policy repo rate unchanged at 4 per cent. They also decided to persist with an accommodative stance of monetary policy till the prospects of a sustained recovery are well secured while closely monitoring the evolving outlook for inflation. In a virtual interaction with the media, Governor Shaktikanta Das said demand has moved beyond pent up demand to actual demand. Excerpts:

By when can we expect full normalisation of the various Covid-19 related liquidity measures?

The market has its own way of interpreting things. But we have said accommodative stance into the next year…The economic situation is constantly evolving. So, we will take a call. We have not spelt out June as the date when this forward guidance (of continuing with the accommodative stance as long as necessary – at least during the current financial year and into the next financial year) would end….And, our liquidity stance continues to be accommodative, and in consonance with the overall monetary policy stance of being accommodative.

You mentioned that the maintenance of financial stability and the orderly evolution of the yield curve were explicitly regarded as public goods. But bank depositors are getting negative returns?

With regard to the orderly evolution of the yield curve, we have said that it is a public good. I could not agree that it was only for one segment of the market, that is the G-Sec. Basically, G-Sec is the benchmark on which the entire corporate bond market and all the bonds are priced. So, the bond pricing as well as a host of other activities and segments of the financial market, the corporate bond market, and even to some extent the bank lending … are also influenced by the G-Sec rates. So, they act as the benchmark, based on which interest rates and yields of all other segments are built on. So, therefore, it is a public good…the G-Sec rates impact a wider cross section of the financial markets. I have said financial stability and orderly evolution of yield curve are public goods.

Banks are reducing their lending rates, a part of it goes to the savers. We must also recognise that small savings schemes, which the government runs, or the RBI deposit scheme, which we run, I think, are other avenues…small savers can use those facilities.

Will banks’ deposit mobilisation and mutual funds inflows not be impacted if retail investors are allowed to access the G-Sec market online and open Gilt Accounts with the RBI?

As the GDP grows, as the Indian economy comes back to a higher growth trajectory, as the size of the economy grows, the total volume of savings and deposits will expand. Banks have so many functions and services which they render. We feel it will not undermine the deposits of banks or MFs (inflows). It is one more avenue that is made available. The process has been made now much easier and, in any case, please remember, even today, the small savings rates are much higher than the bank deposits. Notwithstanding that, bank deposits this year have grown by 11.3 per cent. So, we don’t feel that it will, in any manner, cut into the bank deposits. Size of the pie is too large to support. This is a kind of new access we are giving.

Is the growth being driven by fresh consumer demand and not pent up demand as seen earlier?

This is becoming increasingly evident and we have been tracking some high-speed indicators. In almost all segments, we are seeing a sort of growth in demand. So, therefore, demand has moved beyond pent up demand to actual demand coming up as the lockdown gets steadily lifted, and movements are allowed within cities and across the country. So, therefore, demand will pick up. I think, demand curve is expected to be now much more sustained.

You projected GNPAs at 13.5 per cent by September 2021 under the baseline scenario. But banks and credit rating agencies are painting a different picture. Are you expecting more stress in the banking system than what banks and credit rating agencies are seeing?

We have been collecting data from various banks with regard to the size of their individual stress, what kind of NPAs they are expecting, etc. As a part of our regular supervision, we do an independent assessment of the actual state of NPAs and we also take it up with banks to make provisions in their accounts proactively.

And I am happy to note that many banks have very proactively made provisions in anticipation of higher NPAs. And that is a very positive feature of the banking sector, in the sense that there is wide realisation that they need to provide adequately for the build up of stress.

So, therefore, we are constantly monitoring it and the impact of the standstill which is there on asset classification, and the impact of the Covid-related resolution framework. All this data is flowing in to us on a daily basis. So, we will have a clearer picture as we move ahead.

The economic survey has called for an asset quality review (AQR). Are you planning to conduct such a review?

Das: As a part of our supervision, in the last two years or so, we have really deepened our supervision. In the context of NBFCs, I had said two years ago that short of announcing an AQR, our supervision apparatus in doing a deep dive to get a clear picture about the true state of affairs with regard to the NPAs/ stressed assets.

Similarly, with regard to the banks, it is a part of our supervisory process – we are doing a deep dive, making our own assessment of the true state of the NPAs in each of the banks. So, we have a sense of the overall situation. So, we are exactly doing what an AQR needs to do and that is already happening as a part of our supervision.

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