Cards, Mobile, Net banking top Complaint Areas at Banking Ombudsman: RBI
Cards, Mobile, Net banking top Complaint Areas at Banking Ombudsman: RBI– According to an RBI report, complaints about mobile/electronic banking and ATM/debit card issues were the most common ones made to the Office of Banking Ombudsman (OBO). The coverage of RBIOS was extended to include the non-scheduled Urban Cooperative Banks (UCBs) with a deposit size of Rs 50 crore or above as at the end of the previous Financial Year. With effect from September 1, 2022, Credit Information Companies (CICs) were included to the scope of the RBI-IOS. Under the RBIOS, a total of 1,86,268 complaints were submitted between November 12, 2021, and March 31, 2022.
January 2023 Current Affairs Quiz
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The volume of complaints received under the Ombudsman Schemes/Consumer Education and Protection Cells during 2021-22 increased by 9.39% over the previous year and stood at 4,18,184. Of these, 3,04,496 complaints were handled by the 22 Offices of RBI Ombudsman (ORBIOs), including the complaints received under the three erstwhile Ombudsman Schemes till November 11, 2021.
Complaints related to ATM/ debit cards were the highest at 14.6% of the total, followed by mobile/ electronic banking at 13.6%. About 90% of the total complaints were received through digital modes, including on the online Complaint Management System (CMS) portal, e-mail, and Centralised Public Grievance Redress and Monitoring System (CPGRAMS).
About The Resolution:
Most maintainable complaints (66.1%) were resolved peacefully, through conciliation, or by mediation. The rate of disposal of complaints by ombudsmen improved to 97.9% in 2021-22 from 96.6% in 2020-21.
One Nation, One Ombudsman:
The territorial jurisdictions for the ORBIOs have been abolished under the RBI-OS, 2021, adhering to the notion of “One Nation, One Ombudsman,” and complaints are distributed to all ORBIOs by the CMS.
A Nationwide Customer Satisfaction Survey:
Talking about other developments during the year, the report said, a Nationwide Customer Satisfaction Survey to assess the satisfaction level of the complainants who had approached the RBIOs for redressal of their grievances was undertaken through a third-party agency, which indicated the overall satisfaction level of the complainants was at 59.55 percent.