RBI’s Ombudsman Dwivedi advocates Consumer Empowerment: “Jaankar Baniye, Satark Rahiye”

Chandigarh ; The Reserve Bank of India (RBI), Chandigarh branch  organised a Media Interaction on Thursday in the city, to  enhance awareness level among the consumers of Banking and financial services about  Reverse Bank – Integrated Ombudsman Scheme (RB-IOS). The event was presided over by  Rajeev Dwivedi, Chief General Manager and Ombudsman, RBI. Ahead of  the World Consumer Rights Day  on 15th March, the interaction  aims to higghlight the redressal process for complaints against entities regulated by RBI and to create awareness among the masses for observing vigilance in relation to fraudulent practices in banking and financial matters.
Mr.  Dwivedi informed that under this scheme, individuals can now lodgen complaints against banks, non-banking financial companies (NBFCs), payment system participants, and credit information companies regulated by the RBI through a centralized platform by calling at  # 14448* or sending their complanits  by logging  at https://cms.rbi.org.in and uploading documents on their grievances . It provides a single window for the resolution of complaints against entities regulated by the RBI. Furthermore, he also urged consumers to remain aware and reiterated RBI’s moto ‘Jaankaar Baniye, Satark Rahiye’.

RBI had launched the Reserve Bank- Integrated Ombudsman Scheme in November 2021, adopting a “One Nation One Ombudsman” approach. Complaints not resolved within 30 days or those not resolved satisfactorily by the aforementioned entities can be escalated to the RBI Ombudsman. The scheme covers all complaints regarding deficiencies in services, except those specified in the exclusion list.
To ensure transparency and accountability, individuals can track the status of their complaints on the Complaint Management System (https://cms.rbi.org.in).

Complaints can also be lodged by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, Chandigarh-160017 and for more information consumers can also call on toll-free no. 14448. The RBI Ombudsman operates for English and Hindi and 10 regional languages.In addition to the RB-IOS, the RBI has mandated all its regulated entities to have an Internal Grievance Redress Mechanism, ensuring prompt resolution of customer complaints at the entity level.The RBI emphasizes the importance of providing all requisite details and information in the complaint, ensuring it has not been dealt with by any other forum previously.

• The centralised complaint No. will be operated from 8.00 a.m. to 10 p.m. on all week days except 3 .National Holidays