The Reserve Bank of India's banking-Ombudsman annual report 2024-25 records around 9.3 lakh complaints against scheduled commercial banks. Loan-related grievances were the second-largest bucket (after ATM/digital). For PSU banks, an RTI to the right PIO often surfaces the answer in 30 days — without going through the multi-month Ombudsman route.

The RTI Act applies to “public authorities” under §2(h). Banks fall into three buckets:

1. PSU banks (12 in 2026) — SBI, PNB, BoB, Canara, Union, Indian, BoI, BoM, Central Bank, IOB, UCO, P&S Bank. Public authorities. RTI applies directly.
2. Reserve Bank of India — separate public authority. Holds inspection reports of all banks (including private banks). RBI v. Jayantilal N. Mistry, (2016) 3 SCC 525, settled that the RBI cannot withhold inspection reports of private banks on “fiduciary” or “commercial confidence” grounds.
3. Private banks (HDFC, ICICI, Axis, Kotak, IndusInd, Yes Bank, IDBI Bank, RBL, Federal Bank, South Indian Bank, etc.) — NOT public authorities. The CIC has consistently held (and the Supreme Court confirmed in the Jayantilal Mistry line) that private banks themselves are outside RTI. For them, route via: (a) the RBI PIO for inspection-related questions, (b) the Banking Ombudsman under the RB-IOS scheme 2021 for grievances, © consumer commission for deficiency of service, (d) civil suit for contractual disputes.

For this guide, assume your bank is a PSU bank. (If it's private, jump to the FAQ below for the RBI PIO + Ombudsman routing.)

Each PSU bank has a multi-tiered PIO structure:

1. Branch level — often an Assistant PIO (APIO). Receives applications and forwards to the right PIO within 5 days under §6(2). The 30-day clock for reply starts from the date the right PIO receives it (some SICs hold differently — assume the safer date).
2. Zonal / Regional office — a designated PIO (typically a Senior Manager / Chief Manager) for that geographical zone.
3. Local Head Office (LHO) / Circle Office — a PIO at AGM / DGM rank for the larger region. SBI's LHOs (Mumbai, Delhi, Kolkata, Chennai, Bengaluru, Hyderabad, Bhopal, Chandigarh, Patna, Lucknow, Ahmedabad, Bhubaneswar, Guwahati, Thiruvananthapuram, North-East, Kerala, Maharashtra, etc.) are the primary PIO offices.
4. Corporate Centre (Mumbai for SBI; New Delhi for PNB & BoB; Bengaluru for Canara) — apex PIO at CGM / GM rank for policy / executive / human-resource information.

To find your PIO:

1. Open the bank's official website. Footer → “RTI” → state-wise/circle-wise PIO list (PDF).
2. SBI: https://sbi.co.in → “Right to Information”
3. PNB: https://www.pnbindia.in → “Customer Care” → “Right to Information”
4. BoB: https://www.bankofbaroda.in → “Footer” → “RTI”
5. Canara: https://canarabank.com → “About Us” → “RTI”

For loan / account / ATM matters: send to the PIO at the LHO / Circle Office that covers your branch. Branch APIO is fine as a fallback. Don't send to the Corporate Centre unless your matter is a policy question.

1. Loan rejection reason — in writing — application file number, date of rejection, the exact reason cited by the credit committee, the specific clause of the bank's lending policy / Master Circular invoked, the dealing officer's name.
2. Account closure delay — when you've submitted closure but the system shows “active” beyond the 14-day SLA; reason for delay, pending-charges holding it up, the dealing officer.
3. FD interest calculation — the day-count basis used (actual/360 vs actual/365), the rate applied period-wise (especially important when rate changed mid-tenure or auto-renewed at lower rate), the TDS deducted vs Form 26AS reported.
4. ATM transaction dispute basis — chargeback file status, the JP Morgan / NPCI switch logs, the camera footage retention, the dealing officer at the disputes cell. Bank's own circular: ₹100/day penalty after T+5 working days for non-resolution.
5. KYC re-verification reason — when account is suddenly frozen for “KYC update”, the specific deficiency cited under PMLA Rules 2005, the FATCA/CRS flag if any, the dealing officer.
6. Dealing officer's name and designation — for any pending application or grievance. Names of officials acting in official capacity are not personal information under §8(1)(j) — Subhash Chandra Agrawal v. EPFO line of cases.
7. Internal note / file movement on your application — under Aditya Bandopadhyay v. CBSE, (2011) 8 SCC 497, your own file is yours by right. Pre-decisional notings are accessible after the decision is taken (R.K. Jain v. UoI, (2013) 14 SCC 794).
8. Locker breach / deficiency — when bank locker contents are missing or damaged, the survey report, the camera footage retention status, the operational risk file. RBI's revised locker rules (effective 2023) make banks liable up to 100x annual rent — RTI surfaces the basis to claim.

You can also ask for policy and aggregate data (subject to §8 limits): NPA classification of a branch, recovery suit list, OTS (one-time settlement) policy, bank's own Master Circular on home loans / education loans / Mudra loans (these are mostly already published under §4 proactive disclosure but ask if not).

[Your full name]
[Your full postal address with PIN]
[Phone] · [Email]
[Date]

To,
The Public Information Officer
[Bank Name] — Local Head Office / Circle Office / Regional Office,
[City]
[Full postal address with PIN]

Subject: RTI application under §6(1) of the Right to Information Act, 2005
         — information regarding [loan / account / FD / ATM / KYC / etc.]

Sir/Madam,

I am a citizen of India and a customer of [Bank Name] holding
account / customer-id [number] at branch [branch name + code].
I request the following information under §6(1) of the Right to
Information Act, 2005.

Reference details:
  - Customer ID                     : [CIF / Customer ID]
  - Account number                  : [account no.]
  - Branch + branch code            : [branch name + IFSC]
  - Application number / Reference  : [for loan / closure / dispute]
  - Date of application / dispute   : [DD-MM-YYYY]

Information sought:

[Pick one or more modules. Remove the others.]

----- Module A — Loan rejection / status -----
A1. The current status of my [home / vehicle / education / personal /
    Mudra / business] loan application no. [number] dated [date],
    in writing.
A2. If rejected: the specific reason, the specific clause of the
    Bank's lending policy / Master Circular invoked (e.g., DSCR /
    LTV / FOIR / CIBIL / collateral inadequacy / income proof /
    end-use), and the date of the rejection decision.
A3. The name and designation of the dealing officer / credit officer
    and the sanctioning authority.
A4. A copy of the credit appraisal note / deficiency memo / internal
    correspondence on this application (§3 r/w //Aditya Bandopadhyay//
    (2011) 8 SCC 497 — applicant's own file).

----- Module B — Account closure delay -----
B1. The status of my account closure request dated [date], including
    the date of receipt by the branch, current stage, dealing officer,
    and the reason for delay beyond the 14-day SLA.
B2. The list of charges (if any) holding up the closure, with the
    Bank's circular reference imposing each charge.

----- Module C — Fixed deposit interest calculation -----
C1. The day-count basis (actual/360 / actual/365), the rate(s)
    applied period-wise, and the formula used to compute interest
    on FD no. [number] for the period [from] to [to].
C2. The TDS deducted, the corresponding Form 16A reference, and
    its reflection in Form 26AS.
C3. If the deposit was auto-renewed: the rate applied on renewal
    and the published rate as on renewal date.

----- Module D — ATM / digital transaction dispute -----
D1. The status of my dispute / chargeback ref. [number] for ATM /
    POS / UPI transaction dated [date] for ₹[amount].
D2. The NPCI / VISA / Mastercard switch log reference, the response
    code, and the EJ (electronic journal) extract from the ATM if
    on-us.
D3. The CCTV footage retention status for the ATM at [location] for
    the relevant time slot.
D4. The penalty under RBI Circular DPSS.CO.PD No. 629/02.01.014/
    2019-20 (₹100/day after T+5 working days) — accrued amount
    and credit date.

----- Module E — KYC re-verification -----
E1. The exact reason for re-KYC requirement on account [number],
    the rule / circular invoked (e.g., PMLA Rules 2005, RBI Master
    Direction on KYC, FATCA / CRS flag), and the documents needed.
E2. The date by which I must submit, the dealing officer, and the
    reactivation timeline.

----- Module F — Locker -----
F1. A copy of the surveyor's report / branch enquiry report on the
    locker breach / damage / shortage incident no. [reference]
    dated [date].
F2. The CCTV retention status for the locker-room entry point for
    the relevant period.
F3. The operational-risk classification of the incident under the
    Bank's policy.

Fee: I enclose Indian Postal Order No. [number] dated [date] for ₹10
in favour of "Accounts Officer, [Bank Name], [city]". [If BPL: I am
Below Poverty Line and attach a copy of my BPL ration card; please
process this RTI without fee under §7(5).]

Mode of reply: By post and by email at [email].

Citizenship declaration: I am a citizen of India.

Thank you,

[Signature]
[Name]

• “Loan-related information is fiduciary, §8(1)(e).” Wrong for the applicant's own file. Aditya Bandopadhyay v. CBSE, (2011) 8 SCC 497, settles that fiduciary relationship is in the applicant's favour, not against. Cite in First Appeal.
• “Cannot disclose dealing officer's name — personal information, §8(1)(j).” Wrong. Names of officials acting in official capacity are not personal information. Subhash Chandra Agrawal line; the Girish Ramchandra Deshpande SC ruling distinguished by later CIC orders.
• “Information held by branch, not at LHO.” §6(3) requires the PIO to transfer to the right PIO within 5 days; the PIO can't bounce it back to you. Insist on transfer.
• “This is commercially sensitive, §8(1)(d).” Maybe valid for board-level credit-policy details; invalid for the rejection reason on your own loan, your own FD calculation, your own dispute file.
• “You should approach the Banking Ombudsman.” That's a parallel route, not a substitute. RTI right is independent under §22 of the RTI Act (RTI overrides any inconsistent law). Bhagat Singh v. CIC, 162 (2009) DLT 165.
• “Internal credit appraisal notes are exempt under §8(1)(d) and (e).” R.K. Jain v. UoI, (2013) 14 SCC 794: pre-decisional notings exempt only if disclosure would harm an ongoing investigation. Once the loan decision is taken, the notings are disclosable to the applicant.
• “CCTV footage cannot be shared — privacy of others.” PIO can disclose footage with redactions of other persons' faces (blurred). Refusing the entire footage is over-broad. Khanapuram Gandaiah v. Administrative Officer, (2010) 2 SCC 712, on the limited scope of “reasons” PIOs can refuse — applies in spirit.
• “Pay ₹500 as photocopy + handling fee.” Photocopy is ₹2 per A4 page (Central rules); no “handling fee” exists in the Act. Refuse the demand and escalate to FAA.

If it's been 30 days, send a reminder. If you originally sent to a branch APIO, ask which PIO it was forwarded to and on what date.

• Where: the FAA — typically the Deputy General Manager (DGM) or General Manager (GM) of the LHO / Circle Office. Bank websites publish the FAA list alongside the PIO list.
• When: within 30 days of PIO reply (or 30 days after deemed-refusal date).
• Fee: NIL.
• Time to decide: 30 days, extendable to 45 (§19(6)).
• Format: see First Appeal §19(1) — copy-ready format.

• Where: Central Information Commission, since PSU banks are central public authorities. https://cic.gov.in.
• When: within 90 days of FAA's order (or after FAA's 45-day window expires).
• Format: see Second Appeal CIC/SIC — full guide.
• Penalty teeth: §20(1) up to ₹25,000 personally on the PIO; CIC has fined PSU bank PIOs in dozens of orders, particularly for refusing dealing-officer names and credit-appraisal notes.

• Banking Ombudsman (RB-IOS 2021): https://cms.rbi.org.in for service deficiencies. 30-day SLA. Appealable to RBI Appellate Authority.
• National Consumer Helpline: 1915 / consumerhelpline.gov.in.
• District Consumer Commission: for deficiency of service involving compensation up to ₹50 lakh.

For private banks: RBI PIO route.

• Send your RTI to: The Public Information Officer, Department of Supervision, Reserve Bank of India, [Regional Office covering your bank].
• Ask for the inspection findings, CSITE-related reports, complaint statistics, RBI's own file on the specific issue for the named private bank.
• RBI v. Jayantilal N. Mistry is your binding authority; cite it in the RTI.

+---------------------------------------+----------------------------------+
| RTI to PSU bank PIO                   | ₹10 by IPO. BPL = free.          |
+---------------------------------------+----------------------------------+
| Reply due (PIO)                       | 30 days from receipt by the      |
|                                       | right PIO; if filed via APIO at  |
|                                       | branch, +5 days transfer.        |
+---------------------------------------+----------------------------------+
| Photocopy of any document             | ₹2 per A4 page (Central rules).  |
+---------------------------------------+----------------------------------+
| Inspection of records                 | First hour FREE; ₹5 per          |
|                                       | subsequent half-hour.            |
+---------------------------------------+----------------------------------+
| First Appeal under §19(1)             | NIL. 30 days. FAA = DGM / GM at  |
|                                       | LHO / Circle Office.             |
+---------------------------------------+----------------------------------+
| Second Appeal under §19(3)            | NIL at CIC. 90 days from FAA.    |
+---------------------------------------+----------------------------------+
| Penalty under §20                     | ₹250/day, max ₹25,000.           |
+---------------------------------------+----------------------------------+
| ATM dispute compensation              | ₹100/day after T+5 working days  |
| (RBI Circular)                        | for non-resolution.              |
+---------------------------------------+----------------------------------+

Q. Can I file RTI on a private bank like HDFC or ICICI directly?
No. Private banks are not public authorities — CIC/CC/A/2017/000XXX line of decisions, consistent since the Jayantilal Mistry SC ruling. Indirect route: file RTI with the RBI PIO asking for the RBI's inspection reports, complaint statistics, or correspondence with the specific private bank. RBI v. Jayantilal N. Mistry, (2016) 3 SCC 525, lets you get this — RBI cannot withhold inspection reports of private banks. For service deficiency, route through Banking Ombudsman (RB-IOS 2021).

Q. Branch manager refused to accept my RTI saying 'we don't deal with this — go to LHO'.
Branch is an APIO under §6(2). Refusal to accept is a §6(2) violation; cite this in your First Appeal as an additional ground. Easier path: send by Registered AD post directly to the LHO / Circle Office PIO — same legal effect.

Q. SBI says I must use their internal PG portal first before RTI.
Wrong. RTI is independent of the PG portal under §22 (RTI overrides any inconsistent procedure). Bhagat Singh v. CIC confirms strict construction of any restriction on the RTI right.

Q. Can I get a copy of my own home loan agreement / mortgage deed back from the bank after closure?
Yes, post-closure, the bank must return the original title documents within 30 days of full settlement under RBI's circular DBR.No.Leg.BC.96/09.07.005/2017-18 (with penalty of ₹5,000 per day for delay since 1 December 2023). RTI to the PIO for: closure-confirmation date, document-release date, current location of original documents, dealing officer.

Q. Can I ask for someone else's loan or account information?
Generally no — third-party account information is exempt under §8(1)(j) personal information and §8(1)(d) commercial confidence. Exception: OTS / write-off / waiver to corporate borrowers may be disclosable in larger public interest if the loan is from public funds (PSU bank). Several CIC orders have allowed disclosure of corporate write-offs above certain thresholds.

Q. The PSU bank said they don't keep CCTV footage beyond 90 days; my dispute is 4 months old.
RBI's master direction on operational risk requires ATM CCTV retention of minimum 90 days, but many banks keep up to 180 days. RTI for the bank's actual retention SOP. If footage is destroyed within mandatory period, escalate to RBI PIO and Banking Ombudsman — bank's own destruction prejudices your case.

Q. The bank told me 'CIBIL says you have a defaulted card'. I never took that card. What does RTI help with?
Three RTIs in parallel. (a) To the PSU bank PIO for the rejection reason and supporting CIBIL pull. (b) To CIBIL/TransUnion — but CIBIL is private; route via RBI's master direction on CICs (Credit Information Companies Regulation Act 2005) — file dispute with CIBIL directly, free under CICRA. © To the bank that allegedly issued the card — if PSU, RTI directly; if private, RBI PIO route.

Q. Will the bank close my account if I file an RTI?
No. Closing accounts as retaliation for RTI would be itself actionable as deficiency of service + Banking Ombudsman + consumer commission ground. Lakhs of customers file PSU bank RTIs every year. It is routine.

• Write effective RTI — the 7-rule plain-language formula
• First Appeal §19(1) — copy-ready format and timeline
• Second Appeal CIC/SIC — full guide for 2026
• RTI in 12 simple steps — for first-time filers
• Landmark CIC and Supreme Court decisions on RTI — including Jayantilal Mistry 2015
• AI RTI Drafter — fill this template online in 60 seconds

Last reviewed: 26 April 2026 by RTI Wiki editorial team. PSU bank PIO designations and LHO addresses change with each merger / restructuring; cross-check on each bank's RTI page. Spotted an outdated address? Write to admin@bighelpers.in.