RBI Introduces Complaint Management System (CMS) for filing complaints against Banks and NBFCs

• Convenience in the mind of the customer
• Easy accessibility to check the status of complaint via desktop or mobile
• Enables the customer to file an online complaint
• Proper follow up can be taken by the customer.
• Improves Transparency by informing the customers on a regular basis
• Auto-generated acknowledgments help the customer to track the status of complaint easily
• An Appeal can be filed online against the decisions of the Ombudsmen, where the complainant is not satisfied with the decision making.
• On the basis of their experience, complainants can voluntarily share feedback in obtaining redressal. 
• It acts as an alert and aware customer can effectively guard against the risks of inappropriate selling, cheating, frauds and other such threats. 

What are the factors that are considered at the launch of the Complaint Management System?

Various factors are considered taking into view the customers ease and benefits:

• Customer-centric and Safe banking practices in regulatory initiatives.
• To focus on the core areas where the customer pain and behavior can be well understood and also enhance the services by improving customer loyalty.
• Speedy disposal of complaints by strengthening the grievance redressal mechanism.
• To guard the customer against the risks of mis-selling, cheating, frauds and other threats. 
• The Digitalization of complaint received in the office of Ombudsman and Consumer Education and Protection Cells of RBI.
  
  

What is the process to file a grievance on RBI’S Complaint Management System (CMS)?

The complaint has to follow below-mentioned steps to file a grievance on RBI’s Complaint Management System:

• Complainant has to file a complaint, by visiting CMS RBI
• After that, click on “FILE A COMPLAINT” link as CMS is accessible on desktopand mobile. Additionally, there is an application as well where the complaint can be filed, and regular tracking can be done.
• Selection of the language and entity type from the dropdown list and then ‘File a complaint with ombudsman against an eligible regulated entity.

• Enter the general details on ‘lodge complaint portal’ and click on the calendar and fill in the ‘date of complaint’ and ‘date of reply’ field. 
• The complainant has entered the complete details (for example your name, gender, age, phone number, address, etc.) and the type of complaint a person wants to make (For example is the complaint regarding e-wallet, transaction issue, etc.).Once the process is complete ‘click on next’. 
• Select the account category and the applicable bank account details. Further, enter the disputed and compensation amount involvedin’Complaint comments section’ and mention the details of the bank/person against which you want to lodge the complaint.
• Before accepting and clicking on the toggle and click on next, read the declaration information carefully that the information provided is true and fair to the knowledge of the person lodging the complaint.
• Nomination details of a person against whom the complainant had filed the grievance and enter the complete nomination details applicably.
• Upload the details by clicking the submit button, and the complaint will be filed successfully.

Conclusion