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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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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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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New Asset Reconstruction Committee: Banks likely to ask RBI to relax norms

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RBI’s September 2016 circular mandated that, with effect from April 2018, banks would need to continue providing for loans sold as if they still were on the books.

Lenders, backed by government, could approach the Reserve Bank of India (RBI) for relief on provisioning for assets sold to the proposed asset reconstruction committee (ARC). They are expected to seek a relaxation of the September 1, 2016, circular which requires them to provide for an asset, assigned to ARCs, as if it were still on their books. Moreover, they are likely to ask the ARC be exempt from making future provisions for the assets it buys.

Experts observed that given banks are already holding a fairly high level of provisions  incentives were needed to push banks to sell loans via a 15:85 model. The model implies that the sellers get 15% as upfront cash payments and security receipts (SR) for the remaining 85% of the value.

Should these exemptions be granted, it will give the new institution an upper hand over existing players, experts said.

Finance minister Nirmala Sitharaman said in her Budget speech on Monday an ARC would be set up to help banks deal with bad loans and later clarified the government would not be funding it. However, financial services secretary Debasish Panda has hinted at provisioning relief being offered through a government guarantee. Panda told reporters on Tuesday sales to the new ARC would be a cash-neutral transaction for banks. Since the regulator may insist on provisioning to support this arrangement, banks may request the government for a guarantee that could satisfy the regulator, Panda said.

RBI’s September 2016 circular mandated that, with effect from April 2018, banks would need to continue providing for loans sold as if they still were on the books. The rule was applicable if the SRs received in the sale comprised more than 10% of bank’s own bad loans. Consequently, hybrid cash-and-SR deals have dried up and banks have been offering bad loans to ARCs almost exclusively on an all-cash basis.

The new ARC will have the advantage of the loan exposures being clubbed across banks, although this, too, is prone to challenges. Industry executives FE spoke to said banks hold varying levels of provisions against the same asset and that would complicate the process. A senior executive in the stressed assets market believes private banks may not want to transfer the asset at book value. Implementation issues apart, he pointed out that no lender would want to make additional provisions if the asset is to be transferred in a 15:85 structure.

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RBI unveils risk-based internal audit guidelines for select NBFCs, UCBs

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The entities have to implement the RBIA framework by March 31, 2022

In order to strengthen the quality and effectiveness of the internal audit system, the Reserve Bank of India (RBI) on Wednesday issued guidelines on risk-based internal audit (RBIA) system for select non-bank lenders and urban co-operative banks (UCBs). While NBFCs and UCBs have grown in size and become systemically important, prevalence of different audit systems/approaches in such entities has created certain inconsistencies, risks and gaps, RBI said. The entities have to implement the RBIA framework by March 31, 2022, and have been asked to constitute a committee of senior executives, to be entrusted with the responsibility of formulating a suitable action plan.

The new framework will be for all deposit taking NBFCs, irrespective of their sizes, all non-deposit taking NBFCs (including core investment companies) with an asset size of `5,000 crore and also for all UCBs, having an asset size of `500 crore and above. The NBFCs and UCBs face risks similar to the ones faced by scheduled commercial banks, which require an alignment of processes, the central bank said.

Amit Tandon, founder and managing director (MD) of Institutional Investor Advisory Services (IiAS), said, “This aligns the supervision of NBFCs to those of banks. I view this as a step in easing of conversion of NBFCs to banks.”

To ensure smooth transition from the existing system of internal audit to RBIA, the NBFCs and UCBs concerned may constitute a committee of senior executives with the responsibility of formulating a suitable action plan, RBI said. The committee may address transitional and change management issues and should report progress periodically to the board and senior management. According to the new guidelines, the boards of NBFCs and UCBs are primarily responsible for overseeing their internal audit functions.

The regulator also specified that RBIA policy shall clearly document the purpose, authority, and responsibility of the internal audit activity, with a clear demarcation of the role and expectations from risk management function and risk -based internal audit function.

Shriram Subramanian, founder and MD of InGovern Research Services, a corporate governance advisory firm, said as NBFCs and UCBs have become large, it is pragmatic to have RBIA functionally and report to the board. “However, RBIA should not be seen as a panacea for failures and frauds, as even in large scheduled commercial banks like Yes Bank, Lakshmi Vilas Bank (LVB), etc. where there is directed lending and where RBIA existed, bank failures have occurred,” he added. RBI should also not see this as an abdication of its supervisory role and responsibilities, he said.

RBIA is an audit methodology that links with an organisation’s overall risk management framework and provides an assurance to the board of directors and the senior management on the quality and effectiveness of the organisation’s internal controls, risk management and governance-related systems and processes, the regulator said.

RBI, in its monetary policy statement on December 4, 2020, had announced that suitable guidelines would be issued to large UCBs and NBFCs for the adoption of RBIA to strengthen the internal audit function, which works as a third line of defence.

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DFS Secretary, BFSI News, ET BFSI

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The finance ministry expects the remaining three public sector banks (PSBs) to be out of the RBI’s prompt corrective action (PCA) framework in two months as their financial health has improved.

Indian Overseas Bank, Central Bank of India and UCO Bank are currently under this framework which puts several restrictions on them, including on lending, management compensation and directors’ fees.

“In fact, these three banks are also now consistently for the last two quarters… in profit and they are fulfilling by and large all the parameters of the Reserve Bank of India (RBI),” Financial Services Secretary Debasish Panda said.

In any case, he said, “they are lending, they’re doing all that businesses but there are some restraints, so that they will be out of that. So we hope that before the close of this financial year (they should be out of PCA).”

He also assured additional capital for these banks if the regulator insists as the government has cushion of the remaining amount of Rs 20,000 crore recapitalisation budget for PSBs.

“Although we believe that they are already meeting the regulatory requirement of 11.5 per cent Capital to Risk (Weighted) Assets Ratio (CRAR) so that we will take it forward and we hope that they should also come out from the PCA,” he said.

For the current financial year, the government had allocated Rs 20,000 crore for capital infusion into the PSBs for meeting the regulatory requirement.

Among the 12 PSBs, Punjab & Sind Bank was given Rs 5,500 crore.

Parliament had in September approved the Rs 20,000 crore capital infusion in PSBs as part of the first batch of Supplementary Demands for Grants for 2020-21.

With Rs 5,500 crore going to Punjab & Sind Bank, the government is left with Rs 14,500 crore.



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RBI strengthens grievance redress framework

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Enhanced disclosures on customer complaints and operationalisation of a cost-recovery framework have been prescribed by the RBI to strengthen and improve the efficacy of the grievance redress mechanism of banks.

Further, the central bank will undertake intensive review of the grievance redress mechanism of banks having persisting issues. Based on the review, a remedial action plan will be formulated and formally communicated to the banks for implementation within a specific time frame.

RBI said it will operationalise the cost-recovery framework for banks, whereby the cost of redress of maintainable complaints will be recovered from the banks against whom the number of complaints received in OBOs are in excess of their peer group averages.

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Fourth consecutive quarter of net profit brings IDBI closer to PCA exit, BFSI News, ET BFSI

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Life Insurance Corp of India (LIC) controlled IDBI Bank expects to come out of Reserve Bank of India‘s (RBI) stringent prompt corrective action (PCA) directions at the end of this fiscal year after meeting the central bank’s last remaining parameter, CEO Rakesh Sharma said.

RBI’s PCA framework imposed on banks wih high NPAs and modest capital position, restricts banks from certain lending activities and curbs expenses to conserve funds.

IDBI has been under PCA since May 2017. The bank reported its fourth consecutive quarter of net profit in December 2020 after 13 straight quarters of losses. Sharma expressed confidence that the bank will move out of RBI’s restrictive directions after it records a positve return on assets in the end of the current fiscal.

“We are above all indicators put forth by RBI and next quarter we expect to record a positive return on assets for the fiscal year which will help us exit PCA very soon. Against a requirement of 8% core equity capital we are currently at 12.2% and against a requirement of 6% net NPA we are at 2.74% including loans which are yet to be classified as NPAs. The RoA is reported at the end of the fiscal and we are confident that we will move out of PCA after we record a positive number in March,” Sharma said.

Results released today showed that the bank reported its fourth consecutive quarter of net profit riding on higher net interest income (NII) mainly as cost of funds fell. The bank reported a net profit of Rs 378 crore in the quarter ended December 2020 from a loss of Rs 5,763 crore a year earlier.

NII or the difference between income earned on loans and that paid on deposits increased 18% to Rs 1810 crore from Rs1,532 crore a year earlier. Net interest margin (NIM) or the difference between the yield earned on loans and that paid on deposits improved by 60 basis points to 2.87% from 2.27% a year ago. One basis point is 0.01 percentage point.

With 23.52% gross NPAs, the bank has among the highest stressed loans in the industry though down from 28.72% a year ago. However with a provision coverage of 97.08% it has covered for most of its stress.

“There was some apprehension that the loans under moratorium will be high post Covid with about 5 to 6% restructured but we have been able to keep it at 2.5% of our book. Similarly, loans that are not classified as NPAs due to the Supreme Court (SC) order are less than 2% of standard advances,” Sharma said.

If not for the SC order the bank’s gross NPAs would have been 24.33% of its loans.

The bank’s income rose despite a 7% year on year fall in loan book to Rs 1.59 lakh crore from Rs 1.72 lakh crore a year ago mainly because cost of funds fell 99 basis points to 4.39% from 5.38% last year.

IDBI has made a total of Rs 436 crore of Covid 19 related provisions and separately made Rs 340 crore for restructure loans under the RBI framework. Another Rs 369 crore has been made for accounts not classified as NPAs due to the SC stay including Rs 84 crore for reversal of interest.

“We have already restructured Rs 704 crore of loans and another Rs 2256 crore is in the pipeline. So the total restructured loans are at Rs 2960 crore or 2.42% of standard assets much lower than the 5% to 6% which was expected,” Sharma said.

Going forward the bank expects a recovery in retail loans led by mortgages. Sharma said he expects retail loans to grow at 10% to 12% in the next fiscal year up from the 4% to 5% growth likely this year.



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HDFC Bank submits plan of action to RBI, hopes to fix outage issue in 3 months, BFSI News, ET BFSI

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New Delhi: The country’s largest private sector lender HDFC Bank has submitted a detailed plan of action to the RBI to address repeated service disruption issues due to outage and hopes to improve its technology platform in three months. Progress is being made on the plan of action provided to the RBI and the bank has taken this positively as it will raise the standard, according to a senior official of HDFC Bank.

The action plan will take 10-12 weeks for implementation, and further timeframe will depend on the RBI’s inspection. Based on the satisfaction level, the regulator will lift the ban, the official said at an analysts meet.

Last month, the Reserve Bank of India (RBI) temporarily barred HDFC Bank from launching new digital banking initiatives and issuing new credit cards after taking a serious view of service outages at the lender over the last two years.

“RBI has issued an order dated December 2, 2020, to HDFC Bank Ltd with regard to certain incidents of outages in the internet banking/ mobile banking/ payment utilities of the bank over the past two years, including the recent outages in the bank’s internet banking and payment system on November 21, 2020, due to a power failure in the primary data centre,” HDFC Bank had said in a regulatory filing.

The bank has been penalised for two major outages, one in November 2018 and the other in December 2019.

Taking a stern view of the repeated outages, RBI Governor Shaktikanta had said the regulator had some concerns about certain deficiencies and it was necessary that the HDFC Bank strengthens its IT systems before expanding further.

“… we cannot have thousands and lakhs of customers who are using digital banking to be in any kind of difficulty for hours together and especially when we are ourselves giving so much emphasis on digital banking. Public confidence in digital banking has to be maintained,” Das had said in December.

HDFC Bank, the largest lender by assets in the private sector, has been classified as a systemically important entity by the RBI in the past. It is also the largest issuer of credit cards and has a significant share in the payment processing segment.

The bank is the largest issuer of credit cards and had 1.49 crore customers as of September 2020 while on the debit cards front, it had 3.38 crore customers.

Earlier, HDFC Bank’s Managing Director and Chief Executive Officer Shashidhar Jagdishan had apologised to customers and promised to work on the deficiencies.



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Punjab & Sind Bank reports fraud of Rs 94cr in NPA account, BFSI News, ET BFSI

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Punjab & Sind Bank on Thursday reported a fraud of Rs 94.29 crore in an NPA account of Supertech Township Projects. In a regulatory filing, the state-owned lender said it has reported the fraud to the Reserve Bank of India (RBI).

“…it is informed that an NPA Account, viz M/s Supertech Township Projects Limited with outstanding dues of Rs 94.29 crore has been declared as fraud and reported to RBI today as per regulatory requirement,” the Delhi-headquartered bank said.

The account has been fully provided for as per the existing RBI norms, it added. NKD NKD RUJ RUJ

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