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RBI to computerize complaints management

The Reserve Bank of India’s Consumer Education & Protection department is taking up a project to computerize the management of complaints that the public lodge with the regulator, including complaints against RBI regulated entities. RBI now has an online complaint tracking system (CTS) where customer grievances are registered. There are other channels available to the complainants to register grievances via email and physical letters. CTS provides limited computerization in working of Banking Ombudsman Scheme. RBI says it intends to implement a full-scale computerization through a Comprehensive Complaint Management System (CMS) which will not only replace CTS but computerize all aspects of working of CEPD, Central Office. RBI will appoint a system integrator for the purpose.

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