Bank customers can now lodge complaints against banks online through a Complaint Management System introduced by the Reserve Bank of India. The software application intended to facilitate RBI’s grievance redressal process has been introduced on the RBI’s website. Customers can lodge complaints against any regulated entity with public interface such as commercial banks, urban cooperative banks and NBFCs. The complaints lodged will be directed to the appropriate office of the Ombudsman/Regional Office of the RBI. The app is accessible on desktop as well as on mobile devices. The RBI also plans to introduce a dedicated IVR system for tracking the status of complaints. RBI governor Shaktikanta Das said the application improves transparency by keeping the complainants informed through auto-generated acknowledgements and enabling them to track the status of their complaints and file appeals online against the decisions of the Ombudsmen, where applicable.
