RBI clarifies how complaints under its Ombudsman Scheme will be received

Misinformation regarding the scheme is being propagated through specific sectors of social media, and the banking authority has been made aware of it.

The Reserve Bank of India (RBI) has defined the manner in which complaints would be received under the Reserve Bank – Integrated Ombudsman Scheme 2021. (RB-IOS). Misinformation concerning the Reserve Bank – Integrated Ombudsman Scheme 2021 (RB-IOS) is being propagated through specific sectors of social media, and the banking regulator has been made aware of it.

These messages are intended to encourage the general public to file grievances against entities regulated by the RBI through third parties for a fee or otherwise in order to obtain a prompt resolution of grievances.

It is underlined that the RBI does not have any such arrangements with any organization for resolving grievances against Regulated Entities (REs). The RBI has established a cost-free grievance resolution process under RB-IOS, which does not require the payment of any fees or penalties in any form or manner.

Customers who have grievances against REs for inadequacies in services that are not resolved properly or in a timely manner by the REs can directly file their grievance on the Complaint Management System (CMS) portal (https://www.rbi.org.in), by e-mail at [email protected], or in physical mode at the ‘Centralised Receipt and Processing Centre’ (CRPC) set up at RBI, 4th Floor, Sector 17, Chandigarh – 160017.

Complainants with questions about the RB-IOS or seeking information about their complaints submitted through the aforementioned ways can contact the RBI Contact Centre at toll-free #14448 (currently accessible from 9:30 a.m. to 5:15 p.m. on working days) in Hindi, English, and nine regional languages (Bengali, Gujarati, Kannada, Odia, Malayalam, Marathi, Punjabi, Tamil, and Telugu).

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