RBI introduces CMS to file complaints online

Bank customers can now file complaints online with Reserve Bank of India (RBI). The banking regulator has set up a complaint management system (CMS) for the public to register their complaints about banking services in the country online. It provides features such as acknowledgment through SMS and also gives email notification(s). One can track the status of the complaint through the unique registration number and can receive closure advice and filing of appeals, where applicable.

RBI also has an ombudsman network, which handles complaints of customers. If customers have complaints about any banking service, they can register their complaint with the banking ombudsman who then takes it up with the bank. With this system, the complaints to the ombudsman will get digitised.

It also solicits voluntary feedback on the customer's experience. CMS has self-help material (in video format) to guide the users of the portal, videos on safe banking practices and on the regulatory initiatives of RBI. This system facilitates the regulated entities to resolve customer complaints received through CMS by providing seamless access to their principal nodal officers or nodal officers.

The system provides facilities for the generation of a diverse set of reports to monitor and manage grievances by the regulated entities. They can use the information from CMS for undertaking root cause analyses and initiating appropriate corrective action if required. The CMS also has facilities for RBI officials handling the complaints to track the progress of redressal. The information available in CMS could also be used for regulatory and supervisory interventions if required. With the launch of CMS, the processing of complaints received in the offices of Banking Ombudsman and Consumer Education and Protection Cells of RBI has been digitalised.