RBI strengthens grievance redressal, rural cooperative banks brought under ombudsman scheme

The RBI plans to strengthen its Internal Ombudsman mechanism, providing better services to address customer complaints.

RBI governor Sanjay Malhotra said on October 1 that the central bank is taking steps to bolster customer protection and grievance redressal in the banking sector, especially by strengthening the internal ombudsman mechanism.

Customer protection and grievance redressal

The RBI plans to strengthen its internal ombudsman mechanism, providing better services to address customer complaints. The RBI Ombudsman Scheme will be revised to further improve grievance redressal and offer enhanced protection to customers.

Rural cooperative banks have been brought under the purview of the RBI Ombudsman Scheme, extending these enhanced customer protection services to a wider rural customer base.

The proposed changes will offer customers more effective grievance redressal mechanisms and better protection, especially with the inclusion of rural cooperative banks.

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RBI ombudsman: Here's how to register your complaint

RBI’s integrated ombudsman scheme covers entities regulated by the central bank, including scheduled commercial banks, urban cooperative banks, non-banking financial companies (NBFCs) and non-scheduled primary co-operative banks with a deposit size of over Rs 50 crore.

To file the complaint online, you can log on to the website https://cms.rbi.org.in. You can also register your complaint by sending an email to CRPC@rbi.org.in or by calling the contact centre on toll-free number 14448.

You can also send your complaint physically by filling the form and sending it to the ‘Centralised Receipt and Processing Centre’ set up by the RBI in Chandigarh.

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