Points associated to ATM/debit playing cards and cellular/digital banking had been the high grounds of complaints obtained on the Workplace of Banking Ombudsman (OBO), mentioned an RBI report. The protection of RBIOS was prolonged to incorporate the non-scheduled City Cooperative Banks (UCBs) with a deposit measurement of Rs 50 crore or above as on the finish of the earlier Monetary Yr. Credit score Data Corporations (CICs) had been introduced beneath RBI-IOS with impact from September 1, 2022. Between November 12, 2021 and March 31, 2022, a complete of 1,86,268 complaints had been obtained beneath the RBIOS.
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Extra About This:
The amount of complaints obtained beneath the Ombudsman Schemes/Client Schooling and Safety Cells throughout 2021-22 elevated by 9.39% over the earlier 12 months and stood at 4,18,184. Of those, 3,04,496 complaints had been dealt with by the 22 Workplaces of RBI Ombudsman (ORBIOs), together with the complaints obtained beneath the three erstwhile Ombudsman Schemes until November 11, 2021.
Complaints associated to ATM/ debit playing cards had been the highest at 14.6% of the full, adopted by cellular/ digital banking at 13.6%. About 90% of the full complaints had been obtained by means of digital modes, together with on the web Grievance Administration System (CMS) portal, e-mail, and Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
About The Decision:
Majority 66.1% of the maintainable complaints had been resolved by means of mutual settlement/conciliation/mediation. The fee of disposal of complaints by ombudsmen improved to 97.9% in 2021-22 from 96.6% in 2020-21.
One Nation, One Ombudsman:
Below the RBI-OS, 2021, following the ‘One Nation, One Ombudsman‘ precept, the territorial jurisdictions for the ORBIOs have been abrogated, and complaints are assigned to all of the ORBIOs by the CMS.
A Nationwide Buyer Satisfaction Survey:
Speaking about different developments throughout the 12 months, the report mentioned, a Nationwide Buyer Satisfaction Survey to evaluate the satisfaction degree of the complainants who had approached the RBIOs for redressal of their grievances was undertaken by means of a third-party company, which indicated the general satisfaction degree of the complainants was at 59.55 %.
