Quiz on RBI Ombudsman Scheme

A complaint may be rejected if a case on the same cause of action is filed before a court, tribunal, arbitrator or another judicial or quasi-judicial forum while it is being examined.

The RBI‘s official Scheme text, FAQs, notifications and directions are the primary sources for the current framework and subsequent changes.

RB-IOS, 2026 came into force on 1 July 2026 and replaced the 2021 Scheme for matters governed by the new framework.

RBI‘s FAQ updated on 1 July 2026 states the Scheme came into force on that date.

Complaints received before 1 July 2026, related appeals and execution of awards under the earlier framework continue to be governed by RB-IOS, 2021 and related RBI instructions.

The Scheme provides cost-free, expeditious and non-adversarial grievance redress for deficiency in service by covered regulated entities.

An RBI Ombudsman is an officer appointed by RBI to examine complaints relating to deficiency in service by covered regulated entities.

It means a shortcoming or inadequacy in a service the regulated entity is required to provide, whether or not it causes financial loss or damage.

Online complaints are lodged through RBI‘s Complaint Management System at cms.rbi.org.in.

CRPC stands for Centralised Receipt and Processing Centre, which receives and processes complaints filed by email and physical mode.

RBI‘s FAQ specifies crpc@rbi.org.in for complaints submitted by email.

RBI‘s FAQ identifies 14448 as the toll-free Contact Centre number.

The Contact Centre provides guidance and status information; complaints must be lodged through CMS, email or physical mode.

The customer must first approach the concerned regulated entity and allow the applicable response period or receive an unsatisfactory response.

The customer may approach if no reply is received within 30 days or within a longer period specified by applicable RBI, NPCI or card-network guidelines, whichever is higher.

The complaint must generally be filed within 90 days from expiry of the applicable response period or the last communication, whichever is later, subject to Scheme conditions.

The complaint to the regulated entity must be made before expiry of the limitation period prescribed under the Limitation Act, 1963.

The Scheme is cost-free; customers do not need to pay a fee or engage a third-party agency to lodge a complaint.

A complaint may be filed through a representative authorised in writing, subject to the Scheme‘s restriction on advocates.

An advocate cannot act as an authorised representative unless the advocate is personally the aggrieved person.

RBI‘s 2026 FAQ states there is no limit on the amount involved in a dispute brought for settlement or an Award, though compensation powers have separate caps.

Under the 2026 Scheme, compensation for consequential loss may be awarded up to ₹30 lakh.

The RBI Ombudsman may provide compensation up to ₹3 lakh for loss of time, expenses, harassment or mental anguish, as applicable.

The Scheme covers only categories of regulated entities specifically included, with major categories including banks, certain NBFCs, non-bank prepaid payment instrument issuers and Credit Information Companies.

RBI‘s 2026 FAQ lists matters relating to commercial judgment or decisions of a regulated entity among non-maintainable complaints.

The Scheme allows rejection where proceedings on the same cause of action are filed before a court, tribunal, arbitrator or other judicial or quasi-judicial forum during examination.

A complaint may be resolved through settlement, an Award where appropriate, or rejection on grounds specified in the Scheme.

If the complaint is not settled and is not liable to be rejected, an Award may be passed where deficiency in service is found, directing remedial action and/or compensation within the Scheme‘s limits.

The complainant must generally furnish acceptance within 30 days of receiving the Award, unless an appeal is filed.

The regulated entity must comply and inform the Ombudsman, or appeal where permitted, within 30 days after receiving the acceptance letter, subject to the Scheme.

A complainant aggrieved by an Award may appeal within 30 days of receiving it. A further period of up to 30 days may be allowed for sufficient cause.

The Appellate Authority may allow a further period of up to 30 days where sufficient reason for delay is shown.

Under the Scheme, a regulated entity cannot appeal against an Award passed owing to its failure to furnish required information or documents.

After registration, the complainant receives a complaint number and can track the status on CMS using the complaint number and mobile number, or seek Contact Centre assistance.

The FAQ gives the address as Centralised Receipt and Processing Centre, RBI, Central Vista, Sector 17, Chandigarh – 160017.

The CMS filing interface supports Hindi and English; the complaint description may be entered in any language subject to character limits. Email and physical complaints may be filed in any language.

A complainant may voluntarily withdraw a complaint at any stage, including through the CMS complaint-tracking facility.

A Deputy Ombudsman assists in carrying out the Scheme‘s functions and may consider, close or reject complaints to the extent permitted by the Scheme.

Customers do not need to identify or approach a specific Ombudsman office; complaints are processed and assigned through RBI‘s allocation mechanism.

RBI‘s 2026 FAQ lists grievances against management or executives of a regulated entity among matters that are not maintainable under the Scheme.