RBI’s new ombudsman scheme 2022 – File Complaint Online with RBI, Toll Free Number, Registration Form

November 18, 2021
RBI’s new ombudsman scheme 2022

Do you know anything RBI’s new ombudsman scheme 2022? The Reserve Bank of India was established on April 1, 1935 in accordance with the provisions of the Reserve Bank of India Act, 1934.The Central Office of the Reserve Bank was initially established in Kolkata but was permanently moved to Mumbai in 1937. The Central Office is where the Governor sits and where policies are formulated. Though originally privately owned, since nationalisation in 1949, the Reserve Bank is fully owned by the Government of India.

The Preamble of the Reserve Bank of India describes the basic functions of the Reserve Bank as:“to regulate the issue of Bank notes and keeping of reserves with a view to securing monetary stability in India and generally to operate the currency and credit system of the country to its advantage; to have a modern monetary policy framework to meet the challenge of an increasingly complex economy, to maintain price stability while keeping in mind the objective of growth.”

RBI’s new ombudsman scheme 2022

This article is about Reserve Bank of India’s new ombudsman scheme 2022, Features of Ombudsman Scheme, and how to file complaint online in the official website of Reserve Bank of India and how to complaint using toll free number or get a registration form and complain online.

Features of RBI’s new ombudsman scheme

Let us know about RBI new ombudsman scheme 2022 in detail.

  • The Reserve Bank of India (RBI) recently launched the Integrated Ombudsman Scheme.
  • The ‘One Nation-One Ombudsman’ system is to strengthen the grievance redressal mechanism for customer complaints against entities regulated by the RBI such as banks, Non-Banking Financial Companies (NBFCs), and payment service operators.
  • “With the evolution in new payment systems and interoperability among these technologies, the ‘One Nation-One Ombudsman’ will play a crucial role for users. Customers will save time and money by having a single point of contact for filing complaints, tracking and receiving feedback,” says Mandar Agashe, Founder, Vice-Chairman and MD, Sarvatra Technologies.
  • A Scheme for resolving customer grievances in relation to services provided by entities.
  • Regulated by Reserve Bank of India in an expeditious and cost-effective manner under Section 35A of the Banking Regulation Act, 1949 (10 of 1949), Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934) and Section 18 of the Payment and Settlement Systems Act, 2007 (51 of 2007).

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How to File Complaint Online with RBI- Online Registration Form

Here is the step-by-step process for filing a complaint under the RBI’s New Ombudsman Scheme 2022 online.

How to File Complaint Online with RBI
  • There in the page if you scroll down you will find an option” complaint”. Click on it.
  • You will be redirected to a page where you can find the option under ‘ombudsman scheme’ “Click here to file a complaint against any Regulated Entity (banks, NBFCs, System Participants)” option, click on it.
RBI Official Website
  • Now you will be redirected to a page where you will find an option “file a complaint “.click on it.
RBI Ombudsman Official Portal
  • Now the screen will ask you to enter the captcha code in it. Enter it.
RBI Ombudsman Official Complaint Portal
RBI Ombudsman Registration Form 2022
  • Now you will be redirected to a page where you need to fill the following details – Name of the compliant & Mobile number. When you enter the mobile number you will get an OTP .Enter the OTP.
  • Now fill personal details on the online form and select the regulated entity against which the complaint is being filed.
RBI Complaint Form 2022
  • Provide details of the complaint with the date you had first filed it against the regulated entity and upload the copy of the complaint.
RBI Complaint Registration Form 2022
  • Provide the card number or loan or deposit account details to lodge a complaint. Then select the complaint category, for instance, loans and advances or mobile banking. You can select one of the options from the drop-down menu.
RBI Complaint Categories
  • Then select an appropriate sub-category. For instance, if you have selected a complaint regarding fees charged in sub-category 1. In the following drop-down, you need to select the reason for complaint, i.e. charges for issuance of no due certificate, annual charges on a credit card, etc.
  • Provide factual details of the complaint. Mention the dispute amount and compensation sought (if any).
  • Review the summary of the complaint, and then submit it. Download and save the pdf copy of the complaint to keep in your records.
RBI Ombudsman Registration Form
RBI Ombudsman Complaint Registration Form

List of Complaints does not considered by Ombudsman

One’s complaint will not be considered under the following circumstances :

  • If the NBFC against whom the complaint is registered, is not covered under the Scheme.
  • If one has not approached the NBFC concerned in the first instance for redressal of the grievance.
  • If the subject matter of the complaint is not pertaining to the grounds of complaint specified under Clause 8 of the Scheme.
  • If one has not made the complaint within one year from the date of receipt of reply from the NBFC; or if no reply is received, and the complaint to NBFC Ombudsman is made after the lapse of more than one year and one month from the date of complaint to the NBFC.
  • If the subject matter of the complaint is pending for disposal/ has already been dealt with at any other forum like court of law, consumer court etc.
  • If the complaint is for the same subject matter that was settled through the office of the NBFC Ombudsman in any previous proceedings.
  • If the complaint is frivolous or vexatious.

RBI’s new ombudsman Toll Free Number, Registration Form

You can file the complaint with the ombudsman in multiple ways. To file the complaint online, visit the website https://cms.rbi.org.in .You can also register your complaint through an email at CRPC@rbi.org.in or by calling the contact centre on toll free number 14448. You can also send your complaint physically by filling the form and sending it to the ‘Centralised Receipt and Processing Centre’ set up by RBI in Chandigarh.

All the interested applicants can visit the Official Portal and apply online for the Complaints on RBI Ombudsman Portal.

FAQs on RBI Ombudsman Scheme 2022

What is the purpose of NBFC Ombudsman?

The NBFC Ombudsman is a senior official appointed by the Reserve Bank of India to redress customer complaints against NBFCs for deficiency in certain services covered under the grounds of complaint specified under Clause 8 of the Scheme.

How many NBFC Ombudsman have been appointed and where are they located?

As on date, four NBFC Ombudsman have been appointed with their offices located at Chennai, Kolkata, New Delhi and Mumbai. The addresses, contact details and territorial jurisdiction of the Ombudsman is provided in the Annex I of the Scheme.

Which are the NBFCs covered under the Scheme?

NBFCs, as defined in Section 45-I (f) of the Reserve Bank of India Act, 1934 and registered with the RBI under Section 45-IA of the Reserve Bank of India Act, 1934, which (a) are authorised to accept deposits; or (b) have customer interface, with assets size of one billion rupees or above, as on the date of the audited balance sheet of the previous financial year, or of any such asset size as the RBI may prescribe, are covered under the Scheme. The Scheme initially covers NBFCs authorized to accept deposits, and would be gradually extended to cover other identified NBFCs.

When can one raise the complaint on the RBI Ombudsman Portal online?

For redressal of grievance, the complainant must first approach the concerned NBFC. If the NBFC does not reply within a period of one month after receipt of the complaint, or the NBFC rejects the complaint, or if the complainant is not satisfied with the reply given by the NBFC, the complainant can file the complaint with the NBFC Ombudsman under whose jurisdiction the branch/ registered office of the NBFC falls.


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