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The Reserve Bank of India has introduced Ombudsman Scheme (IOs) for a stronger rectification of banks' customer complaints, the central bank said in a press release on Monday.
According to the scheme, all scheduled commercial banks having more than 10 banking outlets are required to launch the scheme in their banks. This will examine complaints of a customer, which are in the nature of deficiency in service on the part of the bank.
The scheme will also include complaints listed on ground of Clause 8 of the Banking Ombudsman Scheme, 2006, that are partly or wholly rejected by the bank, RBI said.
"As the banks shall internally escalate all complaints, which are not fully redressed to their respective IOs before conveying the final decision to the complainant, the customers of banks need not approach the IO directly," RBI added.
The implementation of the scheme will be monitored by the bank’s internal audit mechanism apart from regulatory oversight by the central bank, RBI said.
In May 2015, RBI had advised all public sector and selected private and foreign banks to appoint IO in a view to strengthen the internal grievance redressal system of banks.
Also, the scheme would ensure that the complaints of the customers are redressed at the level of the bank itself by an authority placed at the highest level of bank’s grievance redressal mechanism so as to minimize the need for the customers to approach other forum for redressal, the central bank said.
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