- This note is on grievance redressal mechanism related to complaints by the customers of the entities regulated by the RBI. - The Ombudsman Scheme is under the department of Consumer Education and Protection Department [(CEPD)](https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=Depts.htm#CEPD1:~:text=rbi.org.in-,Consumer%20Education%20and%20Protection%20Department,-The%20Consumer%20Education) in 2014, which is based out of the Central Office (CO) in Mumbai. ### Ombudsman Scheme **Banking Ombudsman Scheme (BOS)** *(Repealed)* 1. [June 14, 1995](RBI_Press%20Release_19950614_RBI%20announces%20Banking%20Ombudsman%20scheme.pdf) - [The Banking Ombudsman Scheme, 1995](RBI_Scheme_1995_The%20Banking%20Ombudsman%20Scheme,%201995.pdf) was notified by RBI on June 14, 1995 in t[[erms of the powers conferred on the Bank by Section 35A of the Banking Regulation Act, 1949 (10 of 1949) to provide for a system of redressal of grievances against banks. 2. 1999- An internal group was set up in 1999 to review the scheme (BOS) 3. June 14, 2002 - [The Banking Ombudsman Scheme, 2002](RBI_Occasional_20020614_The%20Banking%20Ombudsman%20Scheme,%202002.pdf) came into force, mainly to cover Regional Rural Banks and to permit review of the Banking Ombudsmens’ awards against banks by the Reserve Bank 4. [Nov 3, 2003](RBI_MPS_200311_Mid-Term.pdf) - In the Mid-Term Review of Monetary and Credit Policy for 2003-2004, RBI that it would set up a Committee on Procedures and Performance Audit in order to benchmark the current level of its services rendered to the public. 5. [Dec 23, 2003](RBI_Press%20Release_20031223_RBI%20sets%20up%20a%20Committee%20on%20Procedures%20and%20Performance%20Audit%20of%20Public%20Services_CPPAPS.pdf) - RBI set up Committee on Procedures and Performance Audit of Public Services (CPPAPS) under the chairmanship of Dr. S.S. Tarapore, the then Chairman, Discount and Finance House of India Ltd., for a period of 1 year. 1. Department of Government and Bank Accounts served as the secretariat to the committee. 6. Dec 27, 2003 - RBI advised banks were advised to constitute an Ad hoc Committee to undertake procedures and performance audit on public services rendered by it. On June 17, 2004, the term/tenure/currency of the committee was extended by 6 months and were expected to complete the work within a year 7. Aug 2004 - the banks were asked to constitute a ==customer service committee of the board== to oversee all aspects of customer service based on the recommendations of the CPPAPS-2004. 8. [April 16, 2005](RBI_Notification_20050416_CPPAPS%20-%20Standing%20Committee%20on%20Customer%20Service.pdf) - RBI asked banks to convert the existing Ad hoc Committees into a Standing Committee on Customer Service. The Standing Committee was expected to act as the bridge between the various departments of the bank and the Board/Customer Service Committees of the Board. thus the two Committees would be mutually reinforcing with one feeding into the other. In other words, the board committee and the standing committee addressing customer service issues were to work in a complementary manner. 9. [March 26, 2003](RBI_Group-Committee_20030326_Banking%20Ombudsman%20Scheme%201995.pdf) - A review report of the Banking Ombudsman Scheme, 1995, for the period (1998-99 to 2001-02) was released. 10. ==[Dec 26, 2005](RBI_Press%20Release_20051226_RBI%20expands%20Scope%20of%20Banking%20Ombudsman%20Scheme;%20Includes%20Fair%20Banking%20Practices.pdf) - [The Banking Ombudsman Scheme, 2006](RBI_Scheme_20051226_The%20Banking%20Ombudsman%20Scheme,%202006.pdf) was introduced, and it came into effect from January 1, 2006.== 1. More details [here](https://rbi.org.in/scripts/Bs_viewcontent.aspx?Id=159) 2. It was amended thrice, and was last amended on [July 1, 2017](RBI_Scheme_20170701_The%20Banking%20Ombudsman%20Scheme%202006_as%20Amended%20upto%20July%201,%202017.pdf) >==[How did the 2006 Banking Ombudsman Scheme, 2006 unfold?](RBI_History%20of%20The%20Reserve%20Bank%20of%20India%20(1997-2008)_Volume%20V.pdf#page=599&selection=3,0,3,27) in History of the Reserve Bank of India-Volume V.== 11. [May 24, 2007](RBI_Notification_20070524_Amendments%20to%20the%20Banking%20Ombudsman%20Scheme,%202006.pdf) - Banking Ombudsman Scheme, 2006 was amended 12. Feb 18, 2006 - Banking Codes and Standards Board of India ([BCSBI](https://www.iba.org.in/retail-banking/bcsbi-write-up.html)) was set up by the Reserve Bank on the lines of UK’s Banking Code Standards Board, in collaboration with banks, as a society on Feb 18, 2006 in Mumbai. It was set up based on the suggestions of CPPAPS in 2004 which felt the need to close the institutional gap for measuring the performance of banks against a benchmark that would reflect the best practices (code and standards). 13. July 1, 2006 - RBI released comprehensive code of banks’ commitment to customers prepared by the BCSBI. The code was meant to provide protection to individual customers by setting minimum standards of banking practices for banks to follow. It was just like 'Charter of Rights’ of the individual customer. 1. Aug 2020 - In [Annual Report-2020](RBI_Annual%20Report_2020.pdf#page=180&selection=264,0,266,22), RBI mentioned about the dissolution. It was completed by September 28, 2021. 14. [July 1, 2006](RBI_Press%20Release_20060701_RBI%20constitutes%20a%20new%20Customer%20Service%20Department.pdf) - RBI constituted a new department called the Customer Service Department [(CSD)](#CEPD) as the nodal department in the RBI for redressal of complaints received from the public (the customers of the entities regulated by the RBI). 1. [Box V.5-Customer Service Department](RBI_Annual%20Report_2007.pdf#page=193&selection=136,1,137,27) in RBI's Annual Report 2007. 15. July 1, 2006 - The BCSBI evolved a comprehensive code of banks’ commitment to customers 16. [Sep 15, 2006](RBI_Group-Committee_20060915_Report%20of%20the%20working%20group%20to%20formulate%20a%20scheme%20for%20Ensuring%20Reasonableness%20of%20Bank%20Charges.pdf) - Report of working group (chairperson-N. Sadasivan) to formulate a scheme for Ensuring Reasonableness of Bank Charges was published. 17. [February 2, 2007](RBI_Notifications_20070202_Report%20of%20the%20Working%20Group%20to%20formulate%20a%20scheme%20for%20ensuring%20reasonableness%20of%20bank%20charges_Action%20Points%20for%20Banks.pdf) - RBI released action points for banks based on the suggestions of the above working group. 18. [February 3, 2009](RBI_Notification_20090203_THE%20BANKING%20OMBUDSMAN%20SCHEME%202006%20NOTIFICATION.pdf) - Banking Ombudsman Scheme 2006 was amended 19. [Jan 04, 2013](https://rbi.org.in/scripts/BS_PressReleaseDisplay.aspx?prid=27907) - In the  [Annual Report of the Banking Ombudsman Scheme, 2011-12](https://rbi.org.in/scripts/PublicationsView.aspx?id=14759), the RBI announced the set up a Working Group to Review Banking Ombudsman Scheme. 20. [July 2011](RBI_Group-Committee_20110803_%20Report%20of%20the%20Committee%20on%20Customer%20Service%20in%20Banks_Chairperson-M.Damodaran.pdf) - The Committee on Customer Service in Banks (Chairperson-M. Damodaran) submitted its report 21. Dec 3, 2014 - [Box VI.6 Charter of Customer Rights](RBI_Annual%20Report_2015.pdf#page=120&selection=158,0,159,26) in Annual Report 2015 22. Aug 21, 2014 - ==[Box VI.4 - Grievance Redressal Mechanism in Banks and the Banking Ombudsman Scheme](RBI_Annual%20Report_2014.pdf#page=115&selection=54,0,54,71)== in RBI's Annual Report, 2014. 23. [June 16, 2017](RBI_Notification_20170616_Amendments%20to%20the%20Banking%20Ombudsman%20Scheme,%202006.pdf) - [Banking Ombudsman Scheme 2006](http://rbidocs.rbi.org.in/rdocs/Content/PDFs/BOS2006_2302017.pdf), as amended and effective from July 1, 2017. It was the 3rd amendment to the scheme since 2006. 24. It was repealed since Nov-21 with launch of RB-IOS, 2021. **Internal Ombudsman Scheme (RB-IOS)** It was introduced for different regulated entities as follows: ^bd8ed5 1. [May 11, 2015](RBI_Press%20Release_20150511_RBI%20advises%20Banks%20to%20appoint%20Internal%20Ombudsman.pdf) - RBI asked banks to appoint Internal Ombudsman, designated as CCSO 2. [Sept 3, 2018](RBI_Press%20Release_20180903_The%20Reserve%20Bank%20introduces%20Internal%20Ombudsman%20Scheme,%202018%20for%20Scheduled%20Commercial%20Banks.pdf) - Internal Ombudsman Scheme, 2018 for Scheduled Commercial Banks 3. Oct 22, 2019 - Internal Ombudsman Scheme for Non-Bank System Participants 1. The Internal Ombudsman (IO) scheme for the large non-bank system participants, with more than one crore PPIs outstanding, was institutionalised in 2019. The scheme facilitates a swift, efficient and effective complaint redressal mechanism within the entity to ensure that customer complaints are adequately addressed at the level of non-bank System Participant itself by an independent authority placed at the apex level in the entity’s grievance redress mechanism. 4. [Nov 15, 2021](RBI_Press%20Release_20211115_The%20Reserve%20Bank%20introduces%20Internal%20Ombudsman%20mechanism%20for%20select%20Non-Banking%20Financial%20Companies%20(NBFCs).pdf) - Internal Ombudsman [mechanism](RBI_Notification_20211115_Appointment%20of%20Internal%20Ombudsman%20by%20Non-Banking%20Financial%20Companies.pdf) for NBFC 5. [Oct 6, 2022](RBI_Press%20Release_20221006_The%20Reserve%20Bank%20introduces%20Internal%20Ombudsman%20mechanism%20for%20Credit%20Information%20Companies%20(CICs).pdf) - Internal Ombudsman mechanism for Credit Information Companies (CICs) 6. [Dec 29, 2023](RBI_Notification_20231229_Master%20Direction%20-%20Reserve%20Bank%20of%20India%20(Internal%20Ombudsman%20for%20Regulated%20Entities)%20Directions,%202023.pdf) - Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023. It was [applicable](RBI_Notification_20231229_Master%20Direction%20-%20Reserve%20Bank%20of%20India%20(Internal%20Ombudsman%20for%20Regulated%20Entities)%20Directions,%202023.pdf#page=6&selection=50,0,50,16) to all of the above entities. 7. [Jan 14, 2026](RBI_Press%20Release_20260116_RBI%20issues%20Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202026.pdf) - RBI issued Reserve Bank of India (Internal Ombudsman) Directions, 2026 1. [Reserve Bank of India (Commercial Banks - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13271) 2. [Reserve Bank of India (Small Finance Banks - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13272) 3. [Reserve Bank of India (Payments Banks - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13273) 4. [Reserve Bank of India (Non-Banking Financial Companies - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13274) 5. [Reserve Bank of India (Non-Bank Prepaid Payment Instruments Issuers - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13275) 6. [Reserve Bank of India (Credit Information Companies - Internal Ombudsman) Directions, 2026](https://www.rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13276) **Ombudsman Scheme for Non-Banking Financial Companies** *(Repealed)* 1. [February 23, 2018](RBI_Notiifcation_20180223_Ombudsman%20Scheme%20for%20Non-Banking%20Financial%20Companies,%202018.pdf) - [Ombudsman Scheme for Non-Banking Financial Companies, 2018](RBI_Scheme_20180223_Ombudsman%20Scheme%20for%20Non-Banking%20Financial%20Companies,%202018.pdf) was introduced. 1. [More details](https://rbi.org.in/scripts/Bs_viewcontent.aspx?Id=3468) 2. [April 26, 2019](RBI_Notification_20190426_Ombudsman%20Scheme%20for%20Non-Banking%20Financial%20Companies,%202018.pdf) - Ombudsman Scheme for Non-Banking Financial Companies, 2018 was amended. >==August 27, 2019 - [Box VI.7-Mediation and Conciliation as Tools for Efficient Customer Grievance Redressal](RBI_Annual%20Report_2019.pdf#page=149&selection=195,0,195,78) in RBI's Annual Report 2019== **Ombudsman Scheme for Digital Transactions (Non-Banking)** *(Repealed)* 1. [December 5, 2018](RBI_MPS_SDRP_20181205.pdf) - It was first announced in the Monetary Policy Statement of December 5, 2018, 2. [Jan 31, 2019](RBI_Press%20Release_20190131_The%20Reserve%20Bank%20introduces%20Ombudsman%20Scheme%20for%20Digital%20Transactions.pdf) - [Ombudsman Scheme for Digital Transactions (OSDT), 2019](RBI_Scheme_20190131_Ombudsman%20Scheme%20for%20Digital%20Transactions,%202019.pdf) for redressal of complaints relating to deficiency in customer services in digital transactions conducted through non-bank entities regulated by RBI, was [launched](https://rbi.org.in/scripts/Bs_viewcontent.aspx?Id=3631). 3.  The Internal Ombudsman (IO) scheme for the large non-bank system participants, with more than one crore PPIs outstanding, was institutionalised in 2019. The scheme facilitates a swift, efficient and effective complaint redressal mechanism within the entity to ensure that customer complaints are adequately addressed at the level of non-bank System Participant itself by an independent authority placed at the apex level in the entity’s grievance redress mechanism. **Integrated Ombudsman Scheme (Current Scheme)** ^d276cc 1. [Nov 12, 2021](RBI_Press%20Release_20211112_The%20Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202021.pdf) - The Reserve Bank - Integrated Ombudsman Scheme, 2021 [(RB-IOS, 2021)](RBI_Scheme_20211112_The%20Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202021.pdf) was launched. It integrated the (three) Ombudsman Schemes for banks, Non-Banking Financial Companies (NBFCs) and Non-bank System Participants (NBSPs). 1. the Banking Ombudsman Scheme, 2006, as amended up to July 01, 2017 2. the Ombudsman Scheme for NonBanking Financial Companies, 2018; and 3. the Ombudsman Scheme for Digital Transactions, 2019 2. The following sections are the enabling provisions that allow RBI to frame and operate the RB-IOS scheme on services provided by entities regulated by the RBI: 1. Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934), 2. Section 35A of the Banking Regulation Act, 1949 (10 of 1949), 3. Section 18 of the Payment and Settlement Systems Act, 2007 (51 of 2007) 4. Section 11 of the Credit Information Companies (Regulation) Act, 2005 (30 of 2005) 3. [FAQs](https://rbi.org.in/scripts/FAQView.aspx?Id=153) on The Reserve Bank - Integrated Ombudsman Scheme, 2021 4. May 26, 2022 - [Box VI.4-New Initiatives towards Strengthening of Grievance Redress Mechanism for Customers of Regulated Entities](RBI_Annual%20Report_2022.pdf#page=176&selection=5,1,6,31) in RBI's Annual Report-2022 5. [August 5, 2022](RBI_Notification_20220805_Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202021%20(RBIOS,%202021).pdf) - The scheme was amended to include 'Credit Information Company' as defined in the Credit Information Companies (Regulation) Act, 2005, a 'Regulated Entity' for the purpose of the scheme. 6. 7. [Oct 7, 2025](RBI_Notification_20251007_Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202021%20(RB-IOS,%202021).pdf) - RB-IOS, 2021 was amended to include State Co-operative Banks, and Central Co-operative Banks, as defined in the Banking Regulation Act, 1949, as a 'Regulated Entity' for the purpose of this scheme. With this inclusion, the Scheme covers the following regulated entities: 1. all Commercial Banks, Regional Rural Banks, State Co-operative Banks, Central Co-operative Banks, Scheduled Primary (Urban) Co-operative Banks, and Non-Scheduled Primary (Urban) Co-operative Banks with deposits size of ₹50 crore and above as on the date of the audited balance sheet of the previous financial year; 2. all Non-Banking Financial Companies (excluding Housing Finance Companies) which (a) are authorised to accept deposits; or (b) have customer interface, with an assets size of ₹100 crore and above as on the date of the audited balance sheet of the previous financial year; 3. all System Participants as defined under the Scheme; and 4. Credit Information Companies 7. [Oct 27, 2025](RBI_Press%20Release_20251007_RBI%20invites%20public%20comments%20on%20the%20draft%20Reserve%20Bank%20–%20Ombudsman%20Scheme,%202025.pdf) - RBI released the [draft Reserve Bank - Ombudsman Scheme, 2025 (Scheme)](https://www.rbi.org.in/Scripts/bs_viewcontent.aspx?Id=4749), and RB-IOS, 2021 was repealed 8. [Jan 16, 2026](RBI_Press%20Release_20260116_RBI%20issues%20Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202026.pdf) - After considering the feedback received for the above draft scheme, modifications were made and RBI released the revised ==[scheme==](https://rbidocs.rbi.org.in/rdocs/content/pdfs/SCHEME16012026_A.pdf)==, to be called the **Reserve Bank - Integrated Ombudsman Scheme (RB-IOS, 2026).**== 1. (RB-IOS, 2021) would stand repealed by July 1, 2026. 9. List of [entities](RBI_Scheme_20260116_Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme%20(RB-IOS),%202026.pdf#page=1&selection=24,4,25,8) which are covered the current Ombudsman Scheme (RB-IOS, 2026) *(no change from Oct 7, 2025 notification)* ## Consumer Education and Protection Department - CEPD 1. [July 1, 2006](RBI_Press%20Release_20060701_RBI%20constitutes%20a%20new%20Customer%20Service%20Department.pdf) - RBI constituted a new department called the Customer Service Department [(CSD)](#CEPD). 1. [Box V.5-Customer Service Department](RBI_Annual%20Report_2007.pdf#page=193&selection=136,1,137,27) in RBI's Annual Report 2007 2. This [department](https://rbi.org.in/scripts/FS_Overview.aspx?fn=2745) was renamed to Consumer Education and Protection Department [(CEPD)](https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=Depts.htm#CEPD1:~:text=rbi.org.in-,Consumer%20Education%20and%20Protection%20Department,-The%20Consumer%20Education) effective Nov 3, 2014. Alongside, few other departments were also renamed as part of the organisational restructuring. 1. [Box X.2 -Organisational Restructuring of the Reserve Bank](RBI_Annual%20Report_2015.pdf#page=148&selection=69,0,70,48) in RBI's Annual Report-2015. 3. CEPD is based out of the Central Office (CO) in Mumbai. 1. ==It oversees the functioning of the several Offices of RBI Ombudsman (ORBIOs) and several Consumer Education and Protection Cells (CEPCs).== 2. The Executive Director-in charge of Consumer Education and Protection Department of RBI is the Appellate Authority under the Scheme. 3. It also acts as the "Appellate Authority Secretariat", that is, the Secretariat to the Appellate Authority. 4. Complaints that are not covered under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS) shall be handled by the [CEP Cells](https://www.rbi.org.in/commonman/english/scripts/AgainstRBI.aspx). 5. [Information](https://rbi.org.in/Scripts/FS_UsefulInfoCustomer.aspx?fn=2745) useful for the customer. 6. **How to file a complaint?** 1. The Reserve Bank of India has set up a Consumer Education and Protection Cell [(CEP Cell)](https://www.rbi.org.in/commonman/english/scripts/AgainstRBI.aspx) in all its Regional Offices. 2. Complaints can continue to be filed online on [https://cms.rbi.org.in](https://cms.rbi.org.in/) (RBI's Complaint Management System). 3. Complaints can also be filed through the dedicated [e-mail](mailto:[email protected]) or sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the [format](https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121_A.pdf). 4. Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) – is also being operationalised in Hindi, English and in eight regional languages to begin with and will be expanded to cover other Indian languages in due course. The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint. But complaints cannot be filed through Contact Center. 5. More details ==[here==](https://rbidocs.rbi.org.in/rdocs/content/pdfs/SCHEME16012026_A.pdf). ## Annual Reports of Ombudsman Scheme [Link](https://rbi.org.in/Scripts/AnnualPublications.aspx?head=Annual%20Report%20on%20Banking%20Ombudsman%20Scheme) 1. Dec 01, 2025 - [Annual Report of Ombudsman Scheme, 2024-25](https://rbi.org.in/scripts/PublicationsView.aspx?Id=23441) 2. Jan 24, 2025 - [Annual Report of Ombudsman Scheme, 2023-24](https://rbi.org.in/scripts/PublicationsView.aspx?Id=23126) 3. Mar 11, 2024 - [Annual Report of Ombudsman Scheme, 2022-23](https://rbi.org.in/scripts/PublicationsView.aspx?Id=22432) 4. Dec 17, 2019 - Annual Report of the Banking Ombudsman Scheme and Ombudsman Scheme for Non-Banking Financial Companies for the year [2018-19](https://rbi.org.in/scripts/PublicationsView.aspx?Id=19356) 5. Apr 24, 2019 - [Annual Report of the Banking Ombudsman Scheme for the year 2017-18](https://rbi.org.in/scripts/PublicationsView.aspx?Id=18948) 6. Dec 19, 2017 - [Annual Report on Banking Ombudsman Scheme, 2016-17](https://rbi.org.in/scripts/PublicationsView.aspx?Id=18052) 7. Dec 09, 2016 - [Annual Report on Banking Ombudsman Scheme, 2015-16](https://rbi.org.in/scripts/PublicationsView.aspx?Id=17399) 8. Nov 26, 2015 - [Annual Report on Banking Ombudsman Scheme, 2014-15](https://rbi.org.in/scripts/PublicationsView.aspx?Id=16709) 9. Feb 12, 2015 - [Annual Report on Banking Ombudsman Scheme, 2013-14](https://rbi.org.in/scripts/PublicationsView.aspx?Id=16204) 10. Jan 31, 2014 - [Annual Report on Banking Ombudsman Scheme, 2012-13](https://rbi.org.in/scripts/PublicationsView.aspx?Id=15718) 11. Jan 04, 2013 - [Annual Report on Banking Ombudsman Scheme, 2011-12](https://rbi.org.in/scripts/PublicationsView.aspx?Id=14759) 12. Feb 24, 2012 - [Annual Report on Banking Ombudsman Scheme, 2010-11](https://rbi.org.in/scripts/PublicationsView.aspx?Id=14014) 13. Feb 01, 2011 - [Annual Report on Banking Ombudsman Scheme, 2009-10](https://rbi.org.in/scripts/PublicationsView.aspx?Id=13049) 14. Feb 19, 2010 - [Annual Report on Banking Ombudsman Scheme, 2008-09](https://rbi.org.in/scripts/PublicationsView.aspx?Id=12082) 15. Dec 24, 2008 - [Annual Report on Banking Ombudsman Scheme, 2007-08](https://rbi.org.in/scripts/PublicationsView.aspx?Id=11113) 16. Apr 11, 2008 - [Annual Report on Banking Ombudsman Scheme, 2006-07](https://rbi.org.in/scripts/PublicationsView.aspx?Id=10227) 17. May 09, 2007 - [Annual Report on Banking Ombudsman Scheme, 2005-06](https://rbi.org.in/scripts/PublicationsView.aspx?Id=9232) 18. Aug 26, 2004 - [Annual Report on Banking Ombudsman Scheme, 2003-04](https://rbi.org.in/scripts/PublicationsView.aspx?Id=6564) ## RBI's Alternate Grievance Redress (AGR) Framework 1. This framework comprises of 1. RBI Ombudsmen (RBIOs), which functions under the framework of RB-IOS (latest) 1. An RBI Ombudsman is a senior official of RBI appointed by RBI to redress the complaints from customers of the REs against deficiency in service, as defined under Clause 3(1)(g) of the RB-IOS, 2021 (or the latest scheme, RB-IOS, 2026 from July, 2026) 2. Consumer Education and Protection Cells (CEPCs) 1. The CEPCs (located in all its Regional Offices) take up complaints against REs not falling under the ambit of RB-IOS, 2021 (or the latest scheme). 3. Consumer Education and Protection Department (CEPD) 1. Executive Director-in charge of CEPD of RBI is the Appellate Authority under the RB-IOS Scheme. 2. CEPD acts as the "Appellate Authority Secretariat", that is, the Secretariat to the Appellate Authority. CEPD provides assistance to the Appellate Authority (AA) under the RB-IOS and processes the appeal cases. 2. Awareness for the AGR mechanism: ^e72185 1. [RBI Kehta Hai](https://rbikehtahai.rbi.org.in/) 1. It is a 360-degree, multimedia and platform based public awareness campaigns under the tag of 'RBI Says' or 'RBI Kehta Hai'. 2. This multi-channel public awareness media campaigns is carried out by television, radio, online, SMS and social media posts, whereby public is sensitized about how to be vigilant while using digital products such as mobile banking, ATMs, internet banking, etc., and how digital frauds could be averted. [^1] 2. [Sachet](https://sachet.rbi.org.in/) - This website can be used if one has any complaint against a specific entity which has defaulted in repayment of deposits/money collected under any scheme or has collected money from them illegally. It focusses on illegal activities of the unauthorised entities. 1. [Box VI.12_ Sachet Portal](RBI_Annual%20Report_2017.pdf#page=131&selection=119,0,123,6) in RBI's Annual Report 2017 3. Awareness related messages placed on RBI website as well as the RBI Complaint Management System ([CMS](https://cms.rbi.org.in/cms/indexpage.html#eng)) portal 4. Messages broadcasted in various multimedia channels 5. RBI's two booklets - Be(A)ware and [Raju & The Forty Thieves](https://www.rbi.org.in/FinancialEducation/BasicBankingNew.aspx) 6. SMSes and e-mails 7. List of Do's and Don't 8. Electronic Banking Awareness and Training (e-BAAT) 1. They are nationwide initiatives aimed at educating the public on safe digital banking, cyber security, and fraud prevention. 2. It is conducted through its regional offices to create awareness about digital payments like UPI123Pay, IMPS, NEFT, etc, safe practices while using digital payment products, customer protection, frauds and risk mitigation , grievance redressal mechanisms etc., and target audience includes rural area population. 3.  RBI has been conducting these programs since 2012. More than 1800 such programs have been conducted in the last 8 years since 2024-25. 9. [DigiSaathi (24x7 helpline)](https://digisaathi.info/) 1. It is a 24/7 helpline and chatbot launched by the RBI in partnership with the National Payments Corporation of India (NPCI). 3. Related Topics 1. [Redressal of grievances](Oversight%20of%20Payment%20Systems.md#Grievance%20Redressal%20Mechanism) for FMIs and retail payment systems 2. [Financial Literacy and Awareness](Financial%20Literacy%20and%20Awareness.md) ## Instructions, Scheme and FAQs Here's the list of related master directions, schemes and the FAQs on them. 1. [Jan 16, 2026](RBI_Press%20Release_20260116_RBI%20issues%20Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme,%202026.pdf) - Reserve Bank - Integrated Ombudsman Scheme (RB-IOS, 2026). [Link](RBI_Scheme_20260116_Reserve%20Bank%20-%20Integrated%20Ombudsman%20Scheme%20(RB-IOS),%202026.pdf) 1. [FAQs](https://rbi.org.in/scripts/FAQView.aspx?Id=153) on The Reserve Bank - Integrated Ombudsman Scheme, 2021 2. [Jan 14, 2026](RBI_Press%20Release_20260114_RBI%20issues%20Reserve%20Bank%20of%20India%20(Internal%20Ombudsman)%20Directions,%202026.pdf) - Reserve Bank of India (Internal Ombudsman) Directions, 2026 (effective since July 1, 2026) *(for 6 regulated entities)*. 3. November 28, 2025 - Master Direction on [Financial Statements: Presentation and Disclosures (Directions)](https://rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13143), 2025 1. Bank's Disclosure (to the RBI) of Complaints. After Reserve Bank’s consolidation exercise in [October 10, 2025](Department%20of%20Regulation%20(DoR).md#Consolidation%20of%20-%20October%2010,%202025), complaint-related disclosures have since been prescribed under the relevant ## Groups/Committees 1. GoI. (1975). Talwar Committee on customer service in banks (Chairperson-R. K. Talwar, then Chairman of SBI) (*appointed by the Govt. of India)* 2. RBI. (1990). Goiporia Committee on customer service in banks. 3. [Dec 3, 2003](RBI_Press%20Release_20031223_RBI%20sets%20up%20a%20Committee%20on%20Procedures%20and%20Performance%20Audit%20of%20Public%20Services_CPPAPS.pdf) - RBI set up Committee on Procedures and Performance Audit of Public Services (CPPAPS) (also called *Tarapore Committee on Procedures and Performance Audit on Public Services (CPPAPS, 2004)*) under the chairmanship of Dr. S.S. Tarapore, the then Chairman, Discount and Finance House of India Ltd., for a period of 1 year. Department of Government and Bank Accounts was to serve as the secretariat to the committee. In May 2004, it submitted following reports: 1. [Report-1](RBI-Group-Committee_200404_Report%20on%20Exchange%20Control%20relating%20to%20individuals_CPPAPS_Report-1.pdf) of the committee was on exchange control insofar as it relates to individuals 1. [Action taken](RBI_Group-Committee_20040525_Action%20taken%20by%20RBI%20on%20Report%20No.%20–%20I%20on%20Exchange%20Control%20relating%20to%20Individuals_CPPAPS_Report-2.pdf) report of RBI to Report-1 2. [Report-2](RBI_Group-Committee_200405_%20Report%20on%20Government%20Transactions%20relating%20to%20Individuals_CPPAPS_Report-2.pdf) of the committee was on government transactions relating to individuals. 1. [Action taken report](RBI_Group-Committee_200405_Action%20taken%20report%20of%20RBI%20to%20Report%20No.2%20on%20Government%20Transactions%20relating%20to%20Individuals_CPPAPS_Report-2.pdf) of RBI to Report-2 3. [Report-3](RBI_Group-Committee_20040528_Report%20on%20Banking%20Operations_CPPAPS_Report-3.pdf) of the committee was on banking operations 1. [Action taken report](RBI_Group-Committee_200405_Action%20Taken%20Report%20on%20Tarapore%20Committee%20Recommendations%20on%20Banking%20Operations_CPPAPS_Report-3.pdf) of RBI to Report-3 4. [Report-4](RBI_Group-Committee_200405_Report%20on%20Currency%20Management%20-%20Services%20Relating%20to%20Individuals(Non-Business)_CPPAPS_Report-4.pdf) of the committee was on currency management-services relating to individuals (non-business) 1. [Action taken report](RBI_Group-Committee_200405_Action%20Taken%20Report%20on%20Tarapore%20Committee%20Recommendations%20on%20Currency%20Managemen_Report-4.pdf) of RBI to Report-4 4. RBI. (Sept 15, 2006). Working group to formulate a scheme for Ensuring Reasonableness of Bank Charges (chairperson-N. Sadasivan). [pdf](RBI_Group-Committee_20060915_Report%20of%20the%20working%20group%20to%20formulate%20a%20scheme%20for%20Ensuring%20Reasonableness%20of%20Bank%20Charges.pdf) 1. RBI. (Feb 2, 2007). RBI released action points for banks based on the suggestions of the above working group. [pdf](RBI_Notifications_20070202_Report%20of%20the%20Working%20Group%20to%20formulate%20a%20scheme%20for%20ensuring%20reasonableness%20of%20bank%20charges_Action%20Points%20for%20Banks.pdf) 5. RBI. (Aug 3 2011). Committee on Customer Service in Banks (Chairperson-M. Damodaran). [pdf](RBI_Group-Committee_20110803_%20Report%20of%20the%20Committee%20on%20Customer%20Service%20in%20Banks_Chairperson-M.Damodaran.pdf) 1. It submitted report in July 2011. 2. It had made 232 recommendations 232 and 152 of them were implemented 6. RBI. [Jan 04, 2013](https://rbi.org.in/scripts/BS_PressReleaseDisplay.aspx?prid=27907) - In the  [Annual Report of the Banking Ombudsman Scheme, 2011-12](https://rbi.org.in/scripts/PublicationsView.aspx?id=14759), the Reserve Bank of India announced the set up a Working Group to Review Banking Ombudsman Scheme. 7. RBI. (Dec 28, 2015). ==Committee on Medium-term Path on Financial Inclusion (Chairperson-Deepak Mohanty)==. [pdf](RBI_Group-Committee_20151228_Report%20of%20the%20Committee%20on%20Medium-term%20Path%20on%20Financial%20Inclusion_Chairperson-Deepak%20Mohanty.pdf) 8. RBI. (June 5, 2023). ==Committee for Review of Customer Service Standards in RBI Regulated Entities (Chairperson-B P Kanungo)==. [Link](https://rbi.org.in/scripts/PublicationReportDetails.aspx?UrlPage=&ID=1232) | [pdf](RBI_Group-Committee_20230424_Report%20of%20the%20Committee%20for%20Review%20of%20Customer%20Service%20Standards%20in%20RBI%20Regulated%20Entities.pdf) ## Data Releases 1. "Table: Statement of complaints received at RBI Ombudsman Office" in the annual report *Trend and Progress of Banking in India*. ## References ### [[Speeches & Media Interactions|Speeches]] 1. RBI. Nov 15, 2010. ==Developing the Humanware to Improve Customer Service==. (Address by Dr K. C. Chakrabarty, Deputy Governor, Reserve Bank of India at the launch of course on “Customer Service & Banking Codes and Standards” on Nov 12, 2010 at IIBF, Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=535) 2. RBI. Feb 27, 2012. ==BCSBI, Customer Service and Consumer Protection-Issues and Challenges==. (Inaugural address by Dr K. C. Chakrabarty, Deputy Governor, RBI at The Annual Conference of Principal Code Compliance Officers in Mumbai on Feb 24, 2012). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=672) 3. RBI. May 20, 2014. ==Banks Must build a Structure to provide Superior and Efficient Customer Service==. (Inaugural Address by Smt. Dr. Deepali Pant Joshi, Executive Director, RBI at the Conference of Principal Code Compliance Officers of banks, convened by the Banking Codes & Standards Board of India (BCSBI) at Mumbai on May 20, 2014). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=894) 4. RBI. May 23, 2016. ==Customer Service in Banks: Caveat Venditor.== (Shri S. S. Mundra, Deputy Governor - May 23, 2016 - at the Conference of the PCCOs organized by BCSBI, Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1005) 5. RBI. May 30, 2017. ==Customer Service in Banks: Time to Raise the Bar!== (Shri S. S. Mundra, Deputy Governor – May 30, 2017 – at the Annual Conference of Principal Code Compliance Officers organized by the Banking Codes and Standards Board of India in Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1040) 6. RBI. (Aug 05, 2019). ==Consumer Protection in a digital financial world – Initiatives and beyond==. (Shri M K Jain, Deputy Governor, Reserve Bank of India - June 21, 2019 - Annual Conference of Banking Ombudsman – 2019, Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1081) 7. RBI. Oct 28, 2022. ==Excellence in Customer Service in the Changing Paradigm of Financial Services==. (Inaugural Address by Shri Shaktikanta Das, Governor, Reserve Bank of India - October 28, 2022 - at the Annual Conference of RBI Ombudsmen, Jodhpur). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1333) 8. RBI. (Sep 25, 2023). ==A Customer Centric Approach-Navigating the Path to Excellence in Customer Service==. (Speech by Shri Swaminathan J, Deputy Governor, Reserve Bank of India - September 21, 2023 - at the Conference on Customer Service held in Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1386) 9. RBI. (Jan 25, 2024). ==The Vital Role of Internal Ombudsman in Ensuring Customer-Centric Financial Excellence==. (Speech by Shri Swaminathan J, Deputy Governor, Reserve Bank of India - January 16, 2024 - at the Conference of Internal Ombudsman in Mumbai). [Link](https://rbi.org.in/scripts/BS_SpeechesView.aspx?Id=1407) ### [[Publications (Data Releases) & Research#Research|Research]] [Groups/Committees/Reports](Groups%20and%20Committees.md) 1. [Link](Ombudsman%20Scheme.md#Groups/Committees) ### [[Publications (Data Releases) & Research#Publications|Publications]] 1. RBI. (2007). Box V.5-Customer Service Department. RBI's Annual Report 2007. [Link](RBI_Annual%20Report_2007.pdf#page=193&selection=136,1,137,27) 2. RBI. Annual Reports (various years) [^1]: (Dec 13, 2021). Lok Sabha Questions-Promotion of Digital Banking. [pdf](Lok%20Sabha_Questions_20211213_Promotion%20of%20Digital%20Banking_208.pdf)