India – Integrated Ombudsman Scheme, 2021 By The RBI.

The scheme provides cost-free redressal of customer complaints involving deficiency in services if they are not resolved to the customer’s satisfaction or not replied within a period of 30 (thirty) days by any entity that is regulated by the Reserve Bank of India.
 

Salient features of the Scheme are: (a) complainant does not have to identify under which scheme he/she should file a complaint with the ombudsman; (b) The scheme defines ‘deficiency in service’ as the ground for filing a complaint, with a list of exclusions. Therefore, the complaints will no longer be rejected simply on account of not being covered under the grounds listed in the scheme; (c) removal of restriction in relation to territorial jurisdiction of ombudsman office; (d) complaints can be filed online on complaint management system portal of RBI or through the dedicated e-mail or sent in physical mode in the format; (e) the multi-lingual contact centre under the scheme will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and guide complainants in filing of a complaint; and (f) regulated entity will not have the right to appeal in cases where an award is given by the ombudsman against it for not furnishing satisfactory and timely information/documents.
 

Please click here to read the Scheme.
 

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