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Complaint Management System

  • 17 Jul 2019
  • 3 min read

The Reserve Bank of India (RBI) has launched the Complaint Management System (CMS) in order to improve the customer experience in grievance redressal process of banking services.

  • CMS is an application (accessible on mobile and desktops) for filing complaints with RBI, on the grounds of violation under:
  • CMS will enable individuals to submit their complaints on RBI’s website against any of the RBI regulated entities such as commercial banks, urban co-operative banks, and Non banking financial companies.
  • Features:
    • Acknowledgement through SMS/e-mail notification(s).
    • Status tracking through unique registration number.
    • Receipt of closure advises and filing of appeals.
    • It also asks for voluntary feedback on the customer’s experience.
  • CMS Database:
    • Can be used by banks/ financial service providers for designing products, which meet the expectations of their customers.
    • Can be used by RBI for analytics, which can be used for regulatory and supervisory purposes.
  • The Reserve Bank is also planning to introduce a dedicated Interactive Voice Response (IVR) System for tracking the status of complaints.

Banking Ombudsman Scheme, 2006

  • The Banking Ombudsman Scheme provides an inexpensive forum for grievance redressal of bank customers relating to banking services rendered by banks.
  • The Banking Ombudsman Scheme is introduced under Section 35 A of the Banking Regulation Act, 1949 by RBI with effect from 1995.
    • Presently the Banking Ombudsman Scheme 2006 is in operation.
  • The Banking Ombudsman is a senior official appointed by the Reserve Bank of India.
  • All Scheduled Commercial Banks (SCB), Regional Rural Banks (RRB) and Scheduled primary co-operative banks are covered under the scheme.
  • One can file a complaint before the banking ombudsman if:
    • Reply is not received from the bank within a period of one month after the bank concerned has received one's complaint.
    • Bank rejects the complaint.
    • If the complainant is not satisfied with the reply given by the bank.
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