https //cms. rbi.org.in RBI’s Complaint Management System
Lodge complaint on RBI’s Complaint Management System @ https://cms.rbi.org.in. or Call 14440. Lodging complaint with the Ombudsman of RBI and tracking its progress is now simple and easy.
If your complaint against any bank/NBFC or payment system participant is rejected or not redressed to your satisfaction by the entity concerned, you can now lodge a complaint on the Complaint Management System or CMS portal on RBI website or through the link on the RBI App. CMS provides a single window platform for fast and easy online filing, tracking of complaints and also for filing of Appeals. All complaints lodged on CMS would be directed to the appropriate office of the RBI Ombudsman/ Regional offices of RBI.
Reserve Bank of India (RBI) integrated its three erstwhile Ombudsman Schemes viz. (i) the Banking Ombudsman Scheme, 2006, (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018, and (iii) the Ombudsman Scheme for Digital Transactions, 2019, into one Scheme – ‘The Reserve Bank – Integrated Ombudsman Scheme, 2021 (the Scheme / RB-IOS, 2021)’ with effect from November 12, 2021.
The Scheme simplifies the grievance redress process at RBI by enabling the customers of Regulated Entities (REs) like banks, Non-Banking Financial Companies (NBFCs), Payment System Participants (PSPs) and Credit Information Companies to register their complaints at one centralised reference point. The objective of the Scheme is to resolve the customer grievances involving ‘deficiency in service’ on part of REs in a speedy, cost-effective and satisfactory manner. These FAQs provide information on RB-IOS, 2021 and related aspects.
What is RB-IOS, 2021?
The Reserve Bank – Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021/ the Scheme) was launched on November 12, 2021. It integrates the erstwhile three Ombudsman schemes of RBI namely,
(i) the Banking Ombudsman Scheme, 2006;
(ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and
(iii) the Ombudsman Scheme for Digital Transactions, 2019.
These schemes had limited and different grounds of complaints and limited coverage of REs, apart from jurisdiction related restrictions.
RB-IOS, 2021 provides for cost-free redress of customer complaints involving deficiency in services rendered by entities regulated by RBI, if not resolved to the satisfaction of the customers or not replied to within a period of 30 days by the RE.
In addition to integrating the three existing schemes, the Scheme also includes under its ambit additional REs, namely, Non-Scheduled Primary (Urban) Co-operative Banks with a deposit size of ₹50 crore and above and Credit Information Companies. The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI’s Ombudsman mechanism jurisdiction neutral.
What are the advantages/ benefits of the RB-IOS, 2021 / AGR Framework?
RB-IOS, 2021 has simplified the processes, centralized the receipt of physical and email complaints, brought more REs under its ambit, done away with limited grounds of complaints and difference jurisdictions of Ombudsmen and now all complaints involving deficiency in service are covered under RB-IOS. Complainants can lodge their complaints against an RE on the 24×7 online CMS portal at https://cms.rbi.org.in/ or send their complaint in email/physical form to CRPC.
Salient benefits for the complainant arising from the RB-IOS with upgraded CMS portal are as under:
- Simplification in the process of filing the complaint on CMS portal;
- A complaint can be filed on CMS portal/ CRPC from anywhere in the country irrespective of the address of the complainant, RE or branch involved;
- One address and one email for lodging of physical/ email complaints from anywhere in the country;
- Automatic acknowledgement to the complainant on registration of online complaint;
- Facility for real-time tracking of the status of complaint;
- Convenience from ‘One Nation One Ombudsman’ approach;
- Facility for online submission of additional documents on the CMS itself;
- Detailed letter intimating decision/ closure of complaint;
- Facility for online and voluntary feedback submission by the complainant regarding redress provided by RBI.
