Digitisation has eased resolution of bank-linked complaints in two years: RBI
RBI Governor Shaktikanta Das
RBI Integrated Ombudsman Scheme allows online complaints
New Delhi, Nov. 12 (Delhi Crown): Reserve Bank of India (RBI) Governor Shaktikanta Das has maintained that digitization of banking transactions has had one clear benefit – that of improving the resolution of customer complaints.
Speaking before Prime Minister Modi’s launch of the RBI Integrated Ombudsman Scheme on Friday, Das said that the resolution of customer complaints via the digital route has doubled from 1.6 lakh in fiscal 2018-19 to 3.3 lakh in fiscal 20-21.
The integrated Ombudsman scheme, which was launched by Prime Minister Modi, allows customers to file their complaints from anywhere at any time through portal/email, or through physical mode at one point of receipt, without the need to identify any specific ombudsman or scheme.
It will do away with the jurisdictional limitations as well as limited grounds for complaints. The RBI has decided to provide customers with a single reference point for submission of documents; tracking of status of complaints filed and to provide feedback.
Complaints not covered under the scheme, however will continue to be attended to by the RBI’s regional offices.
