RBI report, BFSI News, ET BFSI

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Consumer complaints about banking services jumped 57 per cent to 3.08 lakh for the year to June 30, 2020, the Reserve Bank said on Monday. In its annual report on Ombudsman Schemes, the central bank said over a fifth of the complaints were about services at ATMs or with debit cards, followed by mobile or electronic banking at 13.38 per cent. Non-observance of Fair Practices Code (FPC) was at third place.

Complaints received regarding credit cards, failure to meet commitments, levy of charges without notice, loans and advances and non-adherence to the Banking Codes and Standards Board of India (BCSBI) norms increased this year as compared to previous year.

The number of complaints pertaining to ‘Direct Sales Agent (DSA) and recovery agents’ increased from 629 complaints in 2018-19 to 1,406 this year, it said.

The disposal rate declined marginally to 92.36 per cent, as against 94.03 per cent in 2018-19 as the surging complaints had to be handled by the same number of staff, it said.

On the non-bank finance companies front, there was a 386 per cent jump in the number of complaints received by the Ombudsman Scheme for Non-Banking Financial Companies at 19,432 and the disposal rate stood at 95.34 per cent.

The Ombudsman Scheme for Digital Transactions handled 2,481 complaints during the year with a maximum 43.89 per cent being related to non-adherence of RBI code for payment transactions.

Deputy Governor M K Jain said the year was a challenging one for the financial consumers vulnerable to the adverse consequences of the pandemic and commended the Ombudsmen offices for being functional through the difficult period.

He also said the RBI will strive to improve the disposal rate going forward.

Governor Shaktikanta Das had last week announced a plan to integrate all the three offices (banks, NBFCs, digital payments) into a single ombudsman for the country.

The share of SBI and nationalised banks in the consumer complaints decreased to 59.65 per cent as against 61.90 per cent, on the back of a surge in the share of private banks.

SBI had the largest share among lenders in the number of maintainable cases disposed at 48,333, followed by HDFC Bank at 15,004, ICICI Bank at 11,844 and Axis Bank at 10,457.

The turnaround time for complaints went up to 95 days from the 47 days in the year-ago period, and stood at 45 days for the January-June 2020 period, it said.

The Chandigarh office led when it came to maintainable complaints in 2019-20 with 30,574 concerns as against under 21,000 complaints across two ombudsmen offices in Mumbai and about 29,000 in New Delhi.



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G-Sec yields soften on RBI’s ₹20,000-cr OMO plan

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Yields on the 10-year benchmark Government Securities (G-Sec) softened about 4 basis points on Monday after the Reserve Bank of India (RBI) announced that it will purchase four G-Secs aggregating ₹20,000 crore, a move aimed at keeping G-Sec yields in check.

However, the OMO effect is likely to be shortlived as the government suddenly announced in the evening that it will be raising up to ₹26,000 crore (notified amount: ₹22,000 crore plus additional subscription option: ₹4,000 crore) by selling two G-Secs (re-issue) via a special auction on Thursday.

This special auction comes ahead of the scheduled auction on Friday to raise ₹26,000 crore via four securities. In this auction, the government reserves the right to exercise a greenshoe option to retain additional subscription up to ₹2,000 crore each against one or more securities.

Special auction

So, while the RBI announced that it will conduct OMO purchases on Wednesday to ensure yields thaw ahead of the scheduled auction on Friday, the government’s sudden move to raise resources via a special auction on Thursday may have thrown a spanner in works of the central bank’s plan to give comfort to the market on yields.

Yields had risen to touch 6.1634 per cent in intraday trading in the G-Sec market last Tuesday on concerns over the fiscal deficit and the government’s borrowing programme. When G-Sec yields in the secondary market go up, the government has to pay higher coupon rate to raise fresh resources. The OMO purchase announcement to tamp down yields needs to be seen in this context.

Following the OMO purchase announcement, the yield on the benchmark 10-year G-Sec, carrying a coupon rate of 5.77 per cent, softened to close at 6.0870 per cent against 6.1283 per cent on Friday.

The price of this security went up 29 paise to close at ₹97.74. Bond yields and prices are inversely related and move in opposite directions.

Marzban Irani, CIO-Fixed Income, LIC Mutual Fund, said: “OMO of ₹20,000 crore was the reason G-Sec yields declined today. After two G-Secs devolved on primary dealers at last Friday’s auction, yields would have inched upwards.

“The huge borrowing number is putting pressure on bond yields. However, the OMO announcement has capped yields. Additional borrowing on Thursday and the scheduled borrowing on Friday will put pressure on yields.” Irani said the RBI will have to keep coming up with OMOs else the yields will start inching upwards.

Crisil has cautioned that the demand for G-Secs by banks could be affected. Referring to the economic recovery gaining momentum, the credit rating agency said this implies a pick-up in credit growth.

Banks will now have more options than the government to lend to, which could put some pressure on G-Sec yields, said Dharmakirti Joshi, Chief Economist; Dipti Deshpande, Senior Economist; and Pankhuri Tandon, Economist, in the report.

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BoM ties up with LoanTap Credit for co-lending to MSMEs, BFSI News, ET BFSI

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State-owned Bank of Maharashtra on Monday said it has entered into a co-lending agreement with the Pune-based non-banking financial company LoanTap Credit Products, for MSME loans. Under the co-lending model, the bank will have an exposure of up to 80 per cent while the rest will be borne by the LoanTap, the bank said in a release.

“Co-lending is the system introduced by RBI in the wake of the liquidity crisis at non-banking finance companies to enhance the credit flow to the unserved and underserved sector and make available funds to the ultimate beneficiary at an affordable cost,” the bank’s managing director and CEO A S Rajeev said.

In September 2018, RBI had come out with a co-origination model between banks and NBFCs for providing credit to the priority sector. Last year in November, RBI rechristened the scheme as Co-Lending Model (CLM), and revised the terms to provide greater operational flexibility to the lending institutions.

BoM’s executive director Hemant Tamta said the co-lending model shall help the bank to meet the priority sector lending target. It will be beneficial for all NBFCs having wider outreach and customers, who will be facilitated with low cost credit from banks.

The co-lending model provides ease of loan sanctions at borrower’s convenience through digital lending platforms, which cover end-to-end loan processing cycle without manual intervention, from on-boarding of customers to loan disbursement and monitoring.



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G-Sec: How direct online access will help you

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RBI Governor, in the recent Monetary Policy Committee meeting, announced that retail investors will be allowed online access to the government securities (G-Sec) market – both primary and secondary – directly through the Reserve Bank of India. According to the Central Bank Governor, India will probably be the first country in Asia to introduce this facility.

Investing in the G-Sec market by retail investors is still at a nascent stage in India. If you are wondering how the current system of retail investing in G-Secs works and how the RBI’s proposed initiative will enhance your experience, here are some details.

While the fineprint of the scheme is still awaited, we attempt to answer some questions that may commonly arise.

The Government issues securities called G-Secs to borrow money from the market.. Such securities can either be short term or long term. Short-term instruments with a maturity of less than a year are usually called treasury bills. Long-term securities with a maturity of one year or more are called government bonds. The government pays a specified coupon or interest rate on these bonds, which is usually paid annually or semi-annually.

Can retail investors invest in G-Secs?

Yes. Generally, RBI conducts auctions when the Government wants to borrow, and issues securities for this purpose. To allow retail investors participate in the primary issues of G-Sec, the RBI in 2001, introduced non-competitive bidding.

Till then, the auctions were conducted only on competitive-basis, in which the investors need to bid either in terms of the rate of interest (coupon) or price of the security. Since this process is technical, only large and informed investors, such as, banks, primary dealers, financial institutions, mutual funds, insurance companies generally participated.

Under the non-competitive bidding, about five per cent of the borrowing amount is reserved for retail investors.

The allotment under this segment is at the weighted average rate that emerges in the auction on the basis of competitive bidding by large investors. Thus, retail investors don’t have the option to decide the price of the security that is being bought. They have to bid the investment amount along with the application.

If the aggregate amount bid from all participants is more than the reserved amount for non-competitive bidding (about 5 per cent), allotment would be made on a pro rata basis.

But if the aggregate amount bid is less than the reserved amount, all the applicants will be allotted in full.

What is the route to investing in G-Secs for retail investors currently?

Over the years, the entire process of buying G-Secs by retail investors in the primary market has become a lot simpler.

Earlier, the RBI required individual investors to maintain a ‘constituent subsidiary general ledger’ (CSGL) account or Gilt account with the banks or primary dealers (PDs). Now, one can participate in the G-Sec auction in the primary market through a demat account.

ICICI Securities, HDFC Securities, Zerodha and NSE’s goBID are a few options through which retail investors can use their demat accounts to invest money in T-Bills or government bonds.

The minimum and the maximum investment is Rs 10,000 and Rs 2 crore per security per auction. The brokers or facilitators may charge up to six paise per Rs.100 as commission for rendering this service to their clients.

Note, while investing in the G-Sec seems simple, selling the security before maturity may not be easy. The RBI opened up the secondary market in G-Secs for individual investors, a few years back, but the liquidity in the market is a major issue.

Are there any risks in investing directly in G-Secs?

Backed by the Government, G-Secs do not carry credit risk, but are vulnerable to interest rate risk.

That is, while there is no risk of payment default by the government, any change in interest rates in the economy can impact the value of the G-Secs you hold.

But this risk arises only if you decide to sell the instrument before maturity, in the secondary market, which also suffers from the lack of adequate liquidity.

Also note that your returns on direct investment in G-secs will depend on the price at which the securities are allotted to you.

So, it may be difficult for a retail investor to grasp the nuances of the return that G-Secs will fetch and compare them with other fixed income instruments in the market.

What has changed with the RBI Governor’s new announcement?

Clearly, providing access to the G-Sec market to the retail investors is not something new.

The RBI’s recent announcement is about opening a gilt securities account directly with the RBI and providing online access to the G-Sec market (both primary and secondary) without the intervention of any intermediary. Through ‘Retail Direct’, the RBI aims to increase retail participation in G-Secs.

In terms of direct access to G-Secs, we hope it will be user-friendly. To give some perspective, the current mechanism to buy corporate bonds or stocks is more investor-friendly than the procedure of buying Floating Rate Savings Bond from the RBI.

Will this move be a game changer?

Well, to say that, we need to wait for the fineprint.

Deepak Jasani, Head of Retail Research, HDFC Securities says, “The current option of retail investing in G-Secs has not taken off well. The liquidity issue in the secondary market if one wants to exit and the less-attractive tax incidence on direct investing in G-Sec compared to investing in gilt funds (that attracts capital gains tax) could be few reasons for the weak participation. RBI’s new initiative will help if these issues could be sorted.”

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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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RBI to come out with paper on regulatory framework for lenders in MFI space

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The Reserve Bank of India (RBI) on Friday said it would come out with a consultative document “harmonising the regulatory frameworks for various regulated lenders in the microfinance space” in March 2021.

In its statement on Developmental and Regulatory Policies, the central bank said there is a need to review the regulatory framework for Non-Banking Financial Company – Micro Finance Institutions (NBFC-MFIs) given the constantly evolving milieu in the financial sector.

The RBI had recently released a discussion paper on revised Regulatory Framework for NBFCs – A Scale Based Approach.

“There is a case for a framework that 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,” it said.

Welcoming the proposed move by RBI, MFIN, the association for microfinance entities and the self-regulatory organisation for NBFC-MFIs, said this would help bring sustainable growth for the sector.

“This is indeed a welcome step for the sector. Considering the diversity of players in microfinance today, it is the need of the hour and MFIN has been pro-actively working on this through its Code of Responsible Lending (CRL) and also requesting RBI on the need for asset class-based regulation. This is a very important move as it will augur well for the sector as a whole and further safeguard the interests of customers. MFIN looks forward to working closely with the RBI on this important initiative,” Alok Misra, CEO & Director MFIN said in a statement.

 

MFIN had developed the CRL to bring differently regulated entities, including NBFC-MFIs, banks, SFBs, NBFCs and non-profit/Section 8 MFIs to agree and adopt a uniform common code for customer conduct and ensure a level-playing field. The CRL has as many as 113 signatories, representing 70 per cent of the market.

“As of now, the sector across various entities provides loans to six crore women, impacting 30 crore individuals in households. Despite this impressive coverage, there is still a huge unmet demand and such uniform regulation across entities will help in sustainable growth of microfinance in India,” MFIN said.

 

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A ‘Shakthi’ dose from the RBI

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Finance Ministers generally look for endorsement of their Budget exertions from two entities — the stock market and the central bank. The first comes right away, practically simultaneously, alongside the Budget. The second, from the central bank, comes in its monetary policy announcement immediately following the Budget.

Various stakeholders draw their cues from the signals that come from these two informed assessments. While market reactions are easily gauged by index and individual stock movements, the central bank’s statement and the Governor’s comments are carefully parsed. They are read to detect if the central bank is fully on board with the government plans or whether there are any reservations. Of course, even when there are misgivings, they are always couched in mild and respectful language.

The Finance Minister’s Budget has got the unequivocal thumbs up from both this time. The market was up by a whopping 5 per cent in a single day — impressed apparently by the focus on growth, infrastructure spending, privatisation plans and the attempt at transparency on the fiscal deficit numbers.

Today, the RBI monetary policy committee has provided its own support. It has left the key repo rate unchanged at 4 per cent. The RBI has already cut this rate by 250 basis points over the past two years, with about 115 bps of this coming in the past year in response to the pandemic. The policy guidance is in line with its stance of remaining ‘accommodative’ as long as necessary. Inflation numbers as evidenced by the movement in consumer price index (CPI) are relatively mild and within the comfort zone for the central bank. The projected CPI for the first half of the next year also reflects an easing to a range of 5 per cent and moving further down to 4.3 per cent in the third quarter.

Facilitating massive borrowing

The key question in this policy was what the RBI would say about the government borrowing programme. The government is set to borrow about ₹12 lakh crore or about ₹25,000 crore every week in the next year. The RBI has provided an assurance that it will manage it in a non disruptive manner. This was par for the course.

And then the RBI pulled out a rabbit from its hat by announcing direct retail participation in government bonds buying through the RBI. This is no doubt a very important step — and at least in theory, helps diversify the lender base for the government. In the long run, this may help provide more stable interest rates for both the government and the entire economy. This is also a good option for high networth individuals who may be uneasy with the vertiginous climb of the stock market indices currently.

However, it bears remembering (even as one receives the news with optimism) that past experience with regard to fostering retail participation through various other agencies have been lukewarm. Also, these measures, welcome as they are, will take time to fructify. It may be a bit too much to expect that retail investors are going to queue up and jostle outside RBI doors to buy government bonds this year (like they did to return old currency notes four years ago !)

The economy is set to begin recovering from the troughs of the past two years. As the Governor put it succinctly in his concluding remarks, the only way for the economy to go now is — up. How the RBI handles the massive borrowing programme as well as rising corporate demand for credit — without letting interest rates get out of hand — is going to be it’s biggest challenge in the year ahead. The bond markets remain sceptical if the initial movements are any indication.

(The writer is a Mumbai-based freelance journalist)

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RBI to set up expert committee on urban co-op banks

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The Reserve Bank of India (RBI) has decided to set up an expert committee on Urban Co-operative Banks (UCBs) involving all stakeholders in order to provide a medium-term road map to strengthen the sector, enable faster rehabilitation/resolution of UCBs, as well as examine other critical aspects relating to these entities.

This follows the provisions of the Banking Regulation (Amendment) Act, 2020 becoming applicable to Primary (Urban) Co-operative Banks (UCBs) with effect from June 26, 2020.

“The amendments have brought near parity in regulatory and supervisory powers between UCBs and commercial banks in respect of regulatory powers, including those related to governance, audit and resolution.

“Consequently, a comprehensive review of regulatory/supervisory approach towards the sector is required in the light of these amendments,” Governor Shaktikanta Das said.

The constitution of the committee as well as the terms of reference will be notified separately by the RBI.

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RBI proposes 24×7 helpline for digital payment services

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The Reserve Bank of India on Friday announced setting up of a 24×7 helpline for digital payment services as well as enabling participation in CTS clearing across all bank branches in the country.

Noting that its Payment Systems Vision document envisages setting up a 24×7 helpline for addressing customer queries on various digital payment products, the RBI said the helpline will, in addition to building trust and confidence, also reduce expenditure on both financial and human resources, otherwise incurred for addressing queries and grievances.

“The major payment system operators would be required to facilitate setting-up of a centralised industry-wide 24×7 helpline for addressing customer queries in respect of various digital payment products and give information on available grievance redress mechanisms by September 2021,” said the Statement on Developmental and Regulatory policies.

Going forward, the facility of registering and resolving customer complaints through the helpline shall be considered.

Further, to manage the attendant risks in outsourcing and ensure that a code of conduct is adhered to while outsourcing payment and settlement related services, the Reserve Bank shall issue guidelines to operators and participants of authorised payment systems.

Meanwhile, the RBI has also proposed to bring all bank branches under the Cheque Truncation System (CTS) clearing mechanism by September.

Separate operational guidelines will be issued in a month’s time, it said, noting that this would help bring operational efficiency in paper-based clearing and make the process of collection and settlement of cheques faster resulting in better customer service.

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All bank branches to be covered under Cheque Truncation System by September 2021, BFSI News, ET BFSI

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The Reserve Bank of India has decided to enable the participation of all bank branches in the Cheque Truncation System.

Cheque Truncation System (CTS) is a clearing system undertaken by the RBI for quicker cheque clearance where an electronic image of the cheque is transferred with vital essential data instead of physical cheque.

RBI Governor Shaktikanta Das said, “The coverage of the Cheque Truncation System (CTS) has been extended to all legacy clearing houses by September 2020. It is, however, noticed that about 18,000 bank branches are still outside any formal clearing arrangement.”

Das added, “It is now proposed to bring all these branches under CTS clearing by September 2021. With this measure, all bank branches in the country would be covered under the CTS. This will enhance customer convenience and bring in operational efficiency to paper based clearing system.”

CTS has been in use since 2010 and covers around 150,000 branches across three cheque processing grids. All the erstwhile 1219 non-CTS clearing houses have been migrated to CTS and it has been observed by RBI that about 18000 bank branches are still outside any formal clearing arrangement.

To bring operational efficiency in paper based clearing and making the process of collection and settlement of cheques faster the RBI has proposed to bring all such branches under the CTS mechanism by 2021 and will issue separate operational guidelines in a month’s time.



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