Integrated Ombudsman Scheme

On November 12, 2021, Prime Minister Narendra Modi virtually launched Integrated Ombudsman Scheme. This central government scheme focuses on swiftly handling consumer complaints and grievances against banks, NBFCs, service operators and other under RBI. This scheme combines three ombudsman schemes namely Banking Ombudsman scheme, 2006, Ombudsman Scheme for NBFCs, 2018 and Ombudsman Scheme for Digital transactions, 2019. Ombudsman is the concerned authority which receives and resolves all the financial grievances of the consumers. With the implementation of this scheme the consumer complaints will be addressed and resolved at a faster pace and with maximum transparency. Under this scheme the consumers now have one portal, one email ID and one address for filing complaints. Consumers will be able to file a complaint and track the complaint status at one place. This scheme will establish a centralized route for filing and redressal of complaints thereby following One Nation-One Ombudsman approach.

Overview:

Objectives and Benefits:

• The main objective of the scheme is to improve the mechanism for handling consumer complaints and grievances against banks, NBFCs, operators, and other under RBI.
• It intends to ensure quick filing and redressal of consumer disputes.
• Under this scheme one portal, one email ID and one address will be made available for filing complaints thereby following One Nation-One Ombudsman approach.
• Customers can file and track complaints with maximum transparency through this scheme.
• This scheme tends to improve the grievance handling mechanism under RBI in the country.
• It tends to strengthen the Indian judiciary system at bank level.

Scheme Details:

• Prime Minister Narendra Modi launched Integrated Ombudsman Scheme on November 12, 2021.
• Ombudsman is the concerned authority which receives and resolves all the financial grievances of the consumers.
• Customers reach out to Ombudsman when either there is no response from the banks/ financial institutions under RBI or the response is not satisfactory or more explanation is required.
• This scheme combines three ombudsman schemes namely Banking Ombudsman scheme, 2006, Ombudsman Scheme for NBFCs, 2018 and Ombudsman Scheme for Digital transactions, 2019.
• This scheme is launched to establish a single point of reference for the customers for complaint filing, tracking and redressal.
• Under this scheme customers are provided with one portal, one email and one postal address for filing their complaints.
• Customers can visit the portal @cms.rbi.org.in and file the concerned complaint or send the complaint via email to crpc@rbi.org.in
• Toll free contact centre number 14448 is also made available to the customers as an alternative grievance redressal method for enquiry, getting information or clarifications.
• Centralized Receipt and Processing Centre (CRPC) is set up for handling complaints and initial processing of the same.
• Customers can send the complaints in hard copy format in the format available to Centralized Receipt and Processing Centre at the regional address.
• This scheme will improve the grievance handling mechanism under RBI.
• It will ensure quick and more transparent filing, tracking and redressal of consumer complaints.
• It is based on One Nation-One Ombudsman approach.