Integrated Ombudsman Scheme, 2021

Applicability

1. The Scheme covers all services provided by **RBI-regulated entities (REs)** in India, including **NBFCs like Oriental Finstock Services Private Limited**, under the RBI Act, Banking Regulation Act, Payment and Settlement Systems Act, and Credit Information Companies (Regulation) Act.

Integration and Simplification

2. The Scheme consolidates the previous three Ombudsman schemes—Banking Ombudsman (2006), NBFC Ombudsman (2018), and Digital Transactions Ombudsman (2019)—into a **single, unified framework**.
3. It adopts a **“One Nation One Ombudsman”** approach, removing jurisdictional boundaries and making the grievance process uniform and jurisdiction-neutral across India.

Grounds for Complaint

• Any customer can file a complaint regarding **“deficiency in service”**—meaning any shortcoming or inadequacy in financial services that an RE is required to provide, whether or not it results in financial loss.
• Complaints may be submitted personally or through an authorised representative (other than an advocate, unless the advocate is the aggrieved party).

Pre-conditions for Complaint

1. Before approaching the Ombudsman, the complainant must first write to the RE and:
1. Either receive a response that is unsatisfactory, or
2. Not receive any response within **30 days** of the RE receiving the complaint.
2. Complaints must be lodged with the Ombudsman within **one year of the RE’s reply**, or within **one year and 30 days** if no reply is received.
3. Complaints must not relate to the same cause already decided or pending before another forum, must not be frivolous or abusive, and must be within the limitation period.

Exclusions (Non-Maintainable Complaints)

The Scheme does not cover matters involving:

• Commercial or business decisions of the RE
• Vendor disputes
• Grievances not addressed directly to the Ombudsman
• Management or employee-related disputes
• Actions taken to comply with statutory or law enforcement orders
• Services outside RBI’s regulatory purview
• Disputes between regulated entities
• Employee-employer issues
• Customers not covered under the Scheme.

Complaint Filing Process

1. Complaints can be filed:
1. Online via the **RBI CMS portal** (Recommended)
2. By email to **crpc@rbi.org.in**
3. In physical form (signed) to the **Centralised Receipt and Processing Centre (CRPC), RBI, 4th Floor, Central Vista, Sector 17, Chandigarh – 160017.**
2. A toll-free helpline (**14448**, 9:30 am–5:15 pm) is available for guidance and clarifications.

Resolution and Appeal

• Proceedings are summary in nature, aiming for speedy and cost-free resolution through facilitation, conciliation, or mediation; if unresolved, the Ombudsman may issue an Award or Order.
• If dissatisfied with the Ombudsman’s decision, the complainant may appeal to the **Executive Director, Consumer Education & Protection Department, RBI, within 30 days** of the order or rejection. The appeal period may be extended by another 30 days for sufficient cause.

Additional Notes

1. This Scheme is an **alternate dispute resolution mechanism**; complainants remain free to approach courts, tribunals, or other authorities if desired.
2. The Scheme is effective from **November 12, 2021**, and a copy is available on the RBI website and CMS portal.