Malhotra Asks RBI Staff to Focus on Customer Centricity, Regulatory Calibration
Governor Sanjay Malhotra reviewed RBI's 2025 performance highlighting regulatory framework overhaul, accommodative monetary policy with four rate cuts, and improved customer service delivery. He set 2026 priorities emphasizing regulatory calibration, supervision enhancement, and customer centricity amid evolving economic landscape.

*this image is generated using AI for illustrative purposes only.
Reserve Bank of India Governor Sanjay Malhotra outlined the central bank's policy achievements in 2025 and set priorities for 2026, emphasizing balanced interventions designed to maintain stability while supporting growth in a challenging global environment. In his year-end message to staff on December 31, Malhotra highlighted that policy measures were carefully calibrated against a backdrop of geopolitical uncertainties, uneven growth, and volatile financial markets.
New Year Priorities and Staff Guidance
Governor Malhotra asked RBI staff to persist with regulatory calibrations and sharpen supervision in the new year. In his annual message to staffers, he emphasized that customer centricity and financial inclusion "must remain at the heart" of the central bank's work.
"We must persist with strengthening the monetary policy framework, sharpening supervision, calibrating regulation, deepening financial markets, and improving payments and currency management," Malhotra said in the message.
| Priority Area | Focus |
|---|---|
| Monetary Policy | Strengthen framework |
| Supervision | Sharpen oversight capabilities |
| Regulation | Continue calibration efforts |
| Financial Markets | Deepen market infrastructure |
| Payments & Currency | Improve management systems |
The Governor noted that staff responsibilities will continue to expand in 2026, marked by a rapidly evolving economic and financial landscape shaped by technological change, geoeconomic shifts, and rising public expectations.
Regulatory Framework Overhaul
The RBI made significant strides in regulatory simplification during 2025, implementing a structured framework for regulation formulation. The central bank consolidated a substantial number of regulatory instructions, streamlining the compliance landscape for financial institutions.
| Reform Area | Details |
|---|---|
| Circulars Scrapped | Over 9,000 circulars repealed |
| New Framework | 244 Master Directions created |
| Entity Coverage | 11 types of regulated entities |
| Incorporated Circulars | 3,809 subsumed into master circulars |
| Obsolete Circulars | 5,673 junked for being outdated |
Malhotra noted that these regulatory reforms strengthened the financial sector, enhanced credit flow, improved competitiveness and efficiency of regulated entities, and reinforced consumer centricity.
Monetary Policy Actions
The RBI implemented an accommodative monetary policy stance throughout 2025, reducing the repo rate on four occasions. This progressive easing brought the benchmark interest rate down significantly over the course of the year.
| Metric | Performance |
|---|---|
| Repo Rate (Start 2025) | 6.50% |
| Repo Rate (End 2025) | 5.25% |
| Rate Cuts | 4 reductions |
| Retail Inflation (Jan-Nov) | 2.30% average |
| GDP Growth (Jan-Sep) | 7.80% quarterly average |
The inflation performance remained within the RBI's comfort zone, while economic growth maintained robust momentum during the January-September period.
Operational Improvements and Customer Focus
The central bank enhanced its internal governance and customer service delivery mechanisms during 2025. Malhotra highlighted that "a vital dimension of our work this year was the emphasis on customer service and grassroots engagement."
| Service Metric | Achievement |
|---|---|
| Application Processing | 99.40% within timelines |
| CPGRAMS Resolution | 100% since November 14 |
| Service Delivery | Most services online |
| Financial Inclusion | National Strategy 2025-2030 launched |
The RBI also implemented re-KYC camps and unclaimed deposits campaigns as part of its customer-focused initiatives.
Institutional Values and Future Outlook
Malhotra emphasized that technical excellence must be coupled with commitment to the central bank's "core institutional values" of integrity, independence, efficiency, humility and a deep sense of public service. He told staff that the RBI's strength "has always flowed from its people and from a shared belief that our work, though often unseen, makes a meaningful difference to the nation."
The Governor stressed that achieving 2026 objectives would require enhanced analytical capabilities, technology adoption, and process improvements, while maintaining focus on customer centricity and financial inclusion as central to the RBI's mission.
Historical Stock Returns for Bank of India
| 1 Day | 5 Days | 1 Month | 6 Months | 1 Year | 5 Years |
|---|---|---|---|---|---|
| +2.18% | +5.16% | -0.10% | +23.98% | +44.25% | +201.83% |
















































