RBI
The Reserve Bank of India (RBI) presented an application for filing an online complaint against banks and non-banking financial companies (NBFCs) on June 24, 2019 and for the time being redressed. The complaint management system (CMS) has been started on the central bank's website.
The purpose behind this is to improve the customer experience by resolving the grievances over time. After the launch of this system, the bank will not be able to ignore the customer's complaint. At all times, they will have to take action on the complaint in due time.
CMS can be used on both desktop and mobile. The Reserve Bank's plan is to connect it with a committed IVR (Interactive Voice Response) system soon to see the status of the complaint.
main point:
• Online complaint can be lodged against any commercial bank, urban co-operative bank and NBFC, which is regulated by it. The complaint lodged on this system will be sent to the appropriate Lokpal or Regional Office of the Reserve Bank.
Solution in fixed time
Any complaint will be resolved in a fixed time. RBI will ensure that the solution of the complaint is settled in time and the bank will take action against it. If the problem is not resolved immediately, then under RBI's rules, action will be taken against the concerned banker or employee.
This process will become transparent
Launching CMS, RBI governor Das said that this application makes transparency better. This application will inform the complainants about getting their complaint through Auto Generated Exclusions. If the complainant wishes, you can also give feedback on the experience of redressal of grievances.
Working on three Lokpal
RBI has created three Lokpal for customer complaints. Among them, a banking ombudsman, the second NBFC Lokpal and the third recently launched Digital Payment Ombudsman In the Ombudsman system, the customer has to make a complaint before the concerned institution and if there is no redressal then the case is taken in the Lokpal.
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