Mumbai: Integrated Ombudsman Scheme, 2021, will provide compensation for free customer complaints involving the lack of services provided by the entity regulated by the RBI, if it is not resolved by customer satisfaction in 30 days with the Bank, NBFC, and operator payment system.
The Reserve Bank scheme – Integrated Ombudsman, 2021 was launched on Friday in virtual mode by Prime Minister Narendra Modi.
The scheme integrates three RBI Ombudsman schemes – Banking Ombudsman schemes, 2006; Ombudsman scheme for non-banking financial companies, 2018; And the ombudsman scheme for digital transactions, 2019.
In addition to integrating three existing schemes, it also includes a primary cooperative bank that is not scheduled with the size of the RS 50 Crore deposit and above it.
A centralized reception and processing center has been arranged in RBI, Chandigarh for receiving and processing initial physical complaints and emails in any language.
This scheme adopted the ‘One Nation One Obudsman’ approach by making the jurisdiction mechanism of Neutral RBI Ombudsman, RBI said in a statement.
“The scheme, framed by the RBI …
will provide repetition of customer management by free of charge involving the lack of services provided by the entity governed by the RBI, if it is not resolved by customer satisfaction or not answered within 30 days by the entity set,” he said.
Complaints can be proposed by electronic or physical mode and online through a portal designed for that purpose.
Integration will help customers because they now do not need to identify under which scheme to file complaints.
It has also been done with the jurisdiction of each Ombudsman office.
“This scheme defines the ‘lack of service’ as the soil to file complaints, with a specified list of exceptions.
Therefore, complaints will no longer be rejected only because ‘is not included below the base listed in the scheme’,” RBI said.
Responsibilities representing regulated entities and furniture information relating to the complaints submitted by customers are the main officials of Nodal in the rank of general managers at public sector banks or equivalent.
Another major feature of this scheme is that the substituted entity will not have the right to appeal in cases where the award is issued by the Ombudsman against it because it does not provide satisfactory and timely information / documents.
According to the schematic document, the RBI can appoint one or more of its investigation as the Ombudsman and the Deputy Ombudsman.