RBI to Set Up Central Complaints Processing Centre to Speed Up Grievance Redressal

The Reserve Bank of India has announced a major reform in its grievance redressal framework to improve customer experience in the financial system. In a key move, RBI will set up a centralized hub to process complaints under the Integrated Ombudsman Scheme. The new system is expected to ensure quicker scrutiny, better transparency, and easier access for consumers across the country.

Why in News?

The Reserve Bank of India has announced the creation of a Centralized Receipt and Processing Centre (CRPC) under the Integrated Ombudsman Scheme, which will come into force from July 1, 2026.

About Central Complaints Processing Centre (CRPC)

• The Central Complaints Processing Centre (CRPC) will act as a single national hub for the initial scrutiny of complaints received through email and physical submissions.
• Its main role will be to assess whether complaints are admissible under the Integrated Ombudsman Scheme before they are forwarded for resolution.
• By centralising this first level of scrutiny, RBI aims to reduce delays, eliminate duplication, and ensure uniform handling of grievances across regulated entities.

How Complaints Will Be Handled?

• Under the revised framework, complaints submitted online will be registered directly on the RBI Complaint Management System (CMS) portal.
• Complaints received through email or post will be centrally processed by the CRPC. After scrutiny, admissible complaints will be examined by the RBI Ombudsman or Deputy Ombudsman, who will consider banking laws, RBI regulations, and relevant guidelines while deciding the case.
• This ensures consistency and fairness in grievance resolution.

Integrated Ombudsman Scheme: Key Objective

• The Integrated Ombudsman Scheme is designed as a cost-effective, quick, and non adversarial grievance redress mechanism for customers of banks and other RBI-regulated entities.
• The revised norms strengthen this framework by improving efficiency and accessibility.
• RBI emphasized that the scheme aims to resolve disputes without lengthy legal procedures, making it more consumer-friendly, especially for individual customers and small businesses.

Compensation Provisions Under the Scheme

• The revised rules clarify that there is no monetary limit on the value of disputes that can be taken up by the RBI Ombudsman.
• However, for consequential losses, the Ombudsman can award compensation of up to ₹30 lakh.
• Additionally, compensation of up to ₹3 lakh may be granted for loss of time, expenses incurred, harassment, or mental anguish suffered by the complainant.

RBI Ombudsman System

• The RBI Ombudsman mechanism provides an alternative dispute resolution platform for customers of banks, NBFCs, and other regulated entities.
• It offers a simpler route for resolving complaints without approaching courts or tribunals.

Key Summary at a Glance

Question

Q. The Central Complaints Processing Centre (CRPC) will function under which RBI scheme?

A. Banking Regulation Act
B. Integrated Ombudsman Scheme
C. Payment Settlement Act
D. Deposit Insurance Scheme