{"id":33032,"date":"2023-01-05T02:22:40","date_gmt":"2023-01-04T20:52:40","guid":{"rendered":"https:\/\/vajiramandravi.com\/current-affairs\/?p=33032"},"modified":"2025-04-19T18:06:31","modified_gmt":"2025-04-19T12:36:31","slug":"complaints-under-ombudsman-schemes","status":"publish","type":"post","link":"https:\/\/vajiramandravi.com\/current-affairs\/complaints-under-ombudsman-schemes\/","title":{"rendered":"Complaints Under Ombudsman Schemes"},"content":{"rendered":"<h3><strong>What\u2019s in today\u2019s article?<\/strong><\/h3>\n<ul>\n<li><strong>Why in news?<\/strong><\/li>\n<li><strong>What is the Banking Ombudsman Scheme?\u00a0<\/strong><\/li>\n<li><strong>What is the Reserve Bank &#8211; Integrated Ombudsman Scheme (RB-IOS)?<\/strong><\/li>\n<li><strong>What are some of the features of the RB-IOS?<\/strong><\/li>\n<li><strong>What was the need for RB \u2013 IOS?<\/strong><\/li>\n<li><strong>News Summary<\/strong><\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><\/p>\n<h2><strong>Why in news?<\/strong><\/h2>\n<ul>\n<li>The Reserve Bank of India (RBI) has released the Annual Report of the Ombudsman Schemes for the period April 01, 2021 \u2013 March 31, 2022.<\/li>\n<li>As per the report, volume of complaints received under the scheme stood at 4,18,184 in 2021-22, an increase of 9.39 per cent compared to the previous year.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><strong>What is the Banking Ombudsman Scheme?\u00a0<\/strong><\/h2>\n<ul>\n<li>The Banking Ombudsman Scheme is an expeditious and inexpensive forum for bank customers for resolution of complaints relating to certain services rendered by banks.\u00a0<\/li>\n<li>The Scheme is introduced under Section 35 A of the Banking Regulation Act, 1949 by RBI with effect from 1995.<\/li>\n<li>All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><strong>What is the Reserve Bank &#8211; Integrated Ombudsman Scheme (RB-IOS)?<\/strong><\/h2>\n<ul>\n<li>The Reserve Bank &#8211; Integrated Ombudsman Scheme was launched in November 2021 by PM Modi.<\/li>\n<li>The Scheme will provide cost-free redress of customer complaints involving deficiency in services rendered by entities regulated by RBI.<\/li>\n<li>The Scheme adopts \u2018<strong>One Nation One Ombudsman\u2019<\/strong> approach by making the RBI Ombudsman mechanism jurisdiction neutral.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><strong>What are the important features of the RB-IOS scheme?<\/strong><\/h2>\n<ul>\n<li>It will no longer be necessary for a complainant to identify under which scheme he\/she should file complaint with the Ombudsman.<\/li>\n<li>The scheme includes a wider definition of deficiency of services which ensures complaints will not go unaddressed or rejected simply on account of not covered under the grounds listed in the scheme.<\/li>\n<li>The Scheme has done away with the jurisdiction of each ombudsman office.<\/li>\n<li>A Centralised Receipt and Processing Centre has been set up at RBI for receipt and initial processing of physical and email complaints in any language.<\/li>\n<li>The regulated entity will not have any right to appeal in cases where an award is issued by the ombudsman against it for not furnishing satisfactory and timely information.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><strong>What was the need for RB \u2013 IOS?<\/strong><\/h2>\n<ul>\n<li>The first ombudsman scheme was rolled out in the 1990s. However, it was always viewed with suspicion by consumers.<\/li>\n<li>One of the primary concerns was the lack of maintainable grounds on which the consumer could challenge the actions of a regulated entity at the ombudsman.<\/li>\n<li>Also, frequent rejection of the complaints on technical grounds was one among the reasons.<\/li>\n<li>This resulted in a preference for the consumer court notwithstanding the extended timelines for redressal.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><strong>News Summary\u00a0<\/strong><\/h2>\n<h3><strong>Key highlights of the annual report of Ombudsman Schemes, 2021-22<\/strong><\/h3>\n<ul>\n<li>RBI said that the volume of complaints received by the ombudsman schemes or consumer education and protection cells during the year 2021-22 increased by 9.39 per cent to 4,18,184.<\/li>\n<li>Issues related to ATM\/debit cards and mobile\/electronic banking were the top grounds of complaints received at the Office of Banking Ombudsman (OBO).<\/li>\n<li>About 90% of the total complaints were received through digital modes, including on:\n<ul>\n<li>the online Complaint Management System (CMS) portal,\u00a0<\/li>\n<li>e-mail, and\u00a0<\/li>\n<li>Centralised Public Grievance Redress and Monitoring System (CPGRAMS).<\/li>\n<\/ul>\n<\/li>\n<li>The report also said that the rate of disposal of complaints by ombudsmen improved to 97.9% in 2021-22 from 96.6% in 2020-21.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr \/>\n<h3><strong>Q1)<\/strong><strong>\u00a0What is the Reserve Bank of India (RBI)?<\/strong><\/h3>\n<p>The Reserve Bank of India (RBI) is the central bank of India, which began operations on Apr. 1, 1935, under the Reserve Bank of India Act.\u00a0<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>Q2) Who is a Banking Ombudsman?<\/strong><\/h3>\n<p>The Banking Ombudsman is a senior official appointed by the Reserve Bank of India to redress customer complaints against deficiency in certain banking services covered under the grounds of complaint.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><strong>Source:\u00a0<\/strong><a href=\"https:\/\/indianexpress.com\/article\/business\/banking-and-finance\/complaints-received-under-ombudsman-schemes-rises-9-39-in-2021-22-rbi-8361950\/#:~:text=The%20volume%20of%20complaints%20received,3%2C82%2C292%20complaints%20were%20received.\" target=\"_blank\" rel=\"nofollow noopener\"><u>Complaints received under ombudsman schemes rises 9.39% in 2021-22: RBI<\/u><\/a>\u00a0 \u00a0<strong>|\u00a0<\/strong> \u00a0<a href=\"https:\/\/www.rbi.org.in\/scripts\/FS_PressRelease.aspx?prid=54989&amp;fn=14#:~:text=RBI%20releases%20Annual%20Report%20of%20Ombudsman%20Schemes%2C%202021%2D22&amp;text=The%20volume%20of%20complaints%20received,18%2C184%20during%20the%20reported%20period.\" target=\"_blank\" rel=\"nofollow noopener\"><u>RBI<\/u><\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Complaints Under Ombudsman Schemes highlights the key findings of Annual Report of the Ombudsman Schemes for the period April 01, 2021 \u2013 March 31, 2022.<\/p>\n","protected":false},"author":5,"featured_media":33033,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[18],"tags":[],"class_list":{"0":"post-33032","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-upsc-mains-current-affairs","8":"no-featured-image-padding"},"acf":[],"_links":{"self":[{"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/posts\/33032","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/comments?post=33032"}],"version-history":[{"count":0,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/posts\/33032\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/media\/33033"}],"wp:attachment":[{"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/media?parent=33032"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/categories?post=33032"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vajiramandravi.com\/current-affairs\/wp-json\/wp\/v2\/tags?post=33032"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}