Under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 13,34,244 complaints were received in FY 2024-25 compared to 11,75,075 in FY 2023-24, reflecting a 13.55% rise. These Complaints were submitted by email, letter at the CRPC, or through the CMS portal. The CRPC received 9,11,384 complaints. Of these, 1,08,331 complaints were sent to the ORBIOs and 10,589 to CEPCs for processing. The remaining 7,76,336 were treated as non-complaints or non-maintainable. As of the end of FY 2024-25, 16,128 complaints were pending at the CRPC.
The ORBIOs received a total of 2,96,321 complaints in FY 2024-25, including 1,87,990 through the CMS portal and 1,08,331 referred by the CRPC. This marked a 0.82% increase from 2,93,924 complaints in FY 2023-24. Complaints received per lakh accounts at ORBIOs decreased from 8.9 in FY 2023-24 to 7.7 in FY 2024-25 at the national level.
Of the total complaints at ORBIOs, 91.22% were filed digitally through the CMS portal or email. Individuals accounted for the largest share with 2,58,365 complaints (87.19%). Among categories, complaints related to loans and advances were the highest in FY 2024-25, followed by credit card complaints. Complaints regarding mobile or electronic banking declined by 12.74% year-on-year.
Complaints against banks formed the largest share with 2,41,601 cases, making up 81.53% of all complaints received by the ORBIOs in FY 2024-25. NBFCs accounted for 43,864 complaints or 14.80%. Among banks, private sector banks received the most complaints, rising from 34.39% in FY 2023-24 to 37.53% in FY 2024-25. Complaints against public sector banks, which were the highest in FY 2023-24, declined from 38.32% to 34.80% in FY 2024-25.
The ORBIOs disposed of 2,90,567 complaints in FY 2024-25, including pending cases, achieving a disposal rate of 93.07%. Of these, 1,80,621 complaints (62.16%) were maintainable, while the rest were treated as non-maintainable. Among maintainable complaints, 51.91% were resolved through mutual settlement, conciliation, or mediation, while 43.36% were rejected.
During the year, the Appellate Authority received 104 appeals against Ombudsman decisions. Of these, 98 were filed by complainants and 6 by regulated entities.
The Contact Centre (toll free: 14448) operating from Chandigarh, Kochi, and Bhubaneswar, it handled 9,27,598 calls in FY 2024-25, a rise of 28.89% from the previous year. Of these calls, 60.64% were handled through the IVRS system and 38.59% by staff. Abandoned calls dropped sharply to 0.78%. Hindi accounted for 70.43% of calls, English 6.73%, and 22.84% were in regional languages including Assamese, Bengali, Gujarati, Kannada, Odia, Punjabi, Malayalam, Marathi, Tamil, and Telugu.
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