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June 25, 2019

RBI launches Application for filing Complaints against Banks, NBFCs

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To smoothen the grievance redressal process, the Governor of Reserve Bank of India (RBI) Shakti Kanta Das has launched a Complaint Management System (CMS). The Complaint Management System (CMS) is a software application for lodging complaints against all banking related organizations in India such as Commercial Banks, Urban Co-Operative Banks and NBFCs (Non-bank financial institutions) etc.

Keeping the convenience of the customers in mind, CMS has been designed to enable on-line filing of complaints. It will be available at the official website of the Reserve Bank of India ( and can be accessible using Desktop or Mobile phones. With the help of this, Customers can lodge complaints against any regulated entity with public interface such as commercial banks, urban cooperative banks, Non-Banking Financial Companies (NBFCs). Once lodged, the complaint would be directed to the appropriate office of the Ombudsman/Regional Office of the RBI.

CMS provides features such as acknowledgement through SMS/Email notification(s), status tracking through unique registration number, receipt of closure advises and filing of Appeals, where applicable. 

The system provides facilities for 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. With the launch of CMS, the processing of complaints received in the offices of Banking Ombudsman (BO) and Consumer Education and Protection Cells (CEPCs) of RBI has been digitalized.

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