THE RESERVE BANK – INTEGRATED OMBUDSMAN SCHEME, 2021
|Scheme covers the customers of:|
|All Commercial Banks;||All deposit taking NBFCs|
|Regional Rural Banks;||NBFCs with assets size >= Rs. 100 crore + customer interface.|
|Scheduled Primary (Urban) Co-operative Banks;||(Excluding: Housing Finance Companies)|
|Non-Scheduled Primary (Urban) Co-operative Banks with deposit size of Rs. 50 crores and above;|
|All System Participants|
PROCEDURE FOR GRIEVANCE REDRESSAL UNDER THE SCHEME:
I. Grounds of complaint:
Any customer may file a complaint about an act or omission of a Regulated Entity resulting in a deficiency in service under this Scheme either personally or through an Authorized representative.
“Authorised Representative” means a person, other than an advocate (unless the advocate is the aggrieved person) duly appointed and authorised in writing to represent the complainant in the proceedings before the Ombudsman.
II. Grounds for non-maintainability of a Complaint under the scheme are those involving matters such as-
a) Commercial judgment/commercial decision of a Regulated Entity;
b) Dispute between a vendor and a Regulated Entity relating to an outsourcing contract;
c) Grievance not addressed to the Ombudsman directly;
d) General grievances against Management or Executives of a Regulated Entity;
e) Dispute in which action is initiated in compliance with the orders of a statutory or law enforcing authority;
f) Service not within the regulatory purview of RBI;
g) Dispute between Regulated Entity’s; and
h) Dispute involving the employee-employer relationship of a Regulated Entity.
PROCESS FOR FILING A COMPLAINT:
STEP 1 : Written Complaint to Regulated Entity
At the end of 30 Days
STEP 2 : If complaint is rejected wholly or partly by Regulated Entity and customer remain dissatisfied with response
No reply is received from Regulated Entity
If customer has not approached any other forum
STEP 3 : File Complaint with Ombudsman:
(Within one year of reply received from Regulated Entity; or one year and 30 days if no reply received from Regulated Entity)
A) Online on CMS Portal
B) Email at CRPC@rbi.org.in;
C) Physically to Centralized Receipt & Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh-160 017.
Contact Centre with toll free no – 14448
(Timing - 9:30 am to 5:15 pm)
APPEAL BEFORE APPELLATE AUTHORITY:
The complainant aggrieved by an Award or rejection of a complaint by Ombudsman Office, may, within 30 days of date of receipt of award or rejection of complaint, prefer an appeal to Executive Director, Consumer Education & Protection Department (CEPD), RBI.
The Appellate Authority may, if it is satisfied that the complainant had sufficient cause for not making the appeal within the time, may allow a further period not exceeding 30 days.
RESOLUTION OF COMPLAINTS:
Proceedings before Ombudsman are summary in nature.
Promotes settlement through facilitation, conciliation or meditation if not reached, can issue Award/Order.
PRINCIPAL NODAL OFFICER OF THE COMPANY:
The Principal Nodal Officer of the Company may be contacted at:
|Name of Principal Nodal Officer||
Senior Vice President - Customer Success
Express Building, 3 rd Floor, 9-10, Bahadur Shah Zafar
Marg, New Delhi- 110002
This is an Alternate Dispute Resolution mechanism.
Complainant is at liberty to approach Court, Tribunal or Arbitrator or any other forum or authority.
Please refer www.rbi.org.in for further details of the Scheme.
For the salient features document, click here
Please refer the Reserve Bank integrated Ombudsman scheme 2021 document here