RBI Integrated
Ombudsman Scheme

The Reserve Bank - Integrated Ombudsman Scheme, 2021

RBI has integrated the three Ombudsman schemes namely, (i) the Banking Ombudsman Scheme, 2006 (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018 and (iii) the Ombudsman Scheme for Digital Transactions, 2019 into one "The Reserve Bank Integrated Ombudsman Scheme, 2021".

The Scheme adopts the "One Nation One Ombudsman" approach by making the RBI Ombudsman mechanism jurisdiction neutral. The Integrated Ombudsman Scheme, 2021 is effective from 12 November 2021.

Key Salient Features

1. Complaint Filing

Any Merchant aggrieved by deficiency in service (a shortcoming or an inadequacy in service, which the Regulated Entity is required to provide statutorily or otherwise, which may or may not result in financial loss or damage), Merchant may file a complaint in writing or otherwise under the Scheme.

2. Deficiency in Service

The Scheme defines "deficiency in service" as the ground for filing a complaint, with a specified list of exclusions. Therefore, the complaints would no longer be rejected simply on account of "not covered under the grounds listed in the scheme".

3. Compensation Limits

There is no limit on the amount in a dispute that can be brought before the Ombudsman for which the Ombudsman can pass an Award. However, for any consequential loss suffered by the complainant, the Ombudsman shall have the power to provide:

  • Compensation up to Rupees 20 lakh for consequential loss
  • Up to Rupees One lakh for loss of time, expenses incurred and harassment/mental anguish
4. Principal Nodal Officer

The responsibility of representing the Regulated Entity and furnishing information in respect of complaints filed by Merchant against the Regulated Entity would be that of the Principal Nodal Officer.

5. No Right to Appeal

The Regulated Entity will not have the right to appeal in cases where an Award is issued by the ombudsman against it for not furnishing satisfactory and timely information/documents.

6. Centralised Receipt and Processing Centre (CRPC)

Reserve Bank of India has established the Centralised Receipt and Processing Centre (CRPC) at Chandigarh for receipt of the complaints PAN India.

How to File Complaints

While complaints can continue to be filed online on https://cms.rbi.org.in. Complaints can also be sent in physical mode to the "Centralised Receipt and Processing Centre" set up at:

Physical Address

Reserve Bank of India
4th Floor, Sector 17
Chandigarh - 160017

Contact Centre

A Contact Centre with a toll-free number 14448 (9:30 am to 5:15 pm) is also being operationalized in Hindi, English and regional language. The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.

Scheme Availability

A copy of the Scheme is available on the RBI website and on the CMS portal (https://cms.rbi.org.in).

Prerequisites for Filing a Complaint

A complaint under the Scheme shall not lie unless:

  • The complainant had made a written complaint to the Regulated Entity concerned and the complaint was rejected wholly or partly, or no reply was received within 30 days
  • The complaint is made to the Ombudsman within one year after receiving the reply or within one year and 30 days if no reply was received
  • The complaint is not in respect of the same cause of action which is already pending before an Ombudsman or any Court, Tribunal or Arbitrator
  • The complaint is not abusive or frivolous or vexatious in nature
  • The complaint to the Regulated Entity was made before the expiry of the limitation period prescribed under the Limitation Act, 1963
  • The complainant provides complete information as specified in the Scheme
  • The complaint is lodged personally or through an authorized representative other than an advocate (unless the advocate is the aggrieved person)

Matters Not Covered Under the Scheme

No complaint for deficiency in service shall lie under the Scheme in matters involving:

  • Commercial judgment/commercial decision of the Regulated Entity
  • A dispute between a vendor and the Regulated Entity relating to an outsourcing contract
  • A grievance not addressed to the Ombudsman directly
  • General grievances against Management or Executives of the Regulated Entity
  • A dispute in which action is initiated by the Regulated Entity in compliance with statutory or law enforcing authority orders
  • A service not within the regulatory purview of the Reserve Bank
  • A dispute between Regulated Entities
  • A dispute involving the employee-employer relationship of a Regulated Entity

Additional Information

For more details, please refer to the Scheme details available on the Company's website www.epaynow.in or at RBI website www.rbi.org.in.