Releasing the Annual Report of the Ombudsman Scheme on Friday, Reserve Bank of India (RBI) reported receiving 3,800 complaints against urban cooperative banks at the ORBIOs (Office of the RBI Ombudsman) during the period from April 1, 2023, to March 31, 2024.
The complaints were related to issues involving ATM/Debit Cards, Mobile/Electronic Banking, Credit Cards, Loans and Advances, Pension Payments, Para Banking, notes and coins, among others.
Additionally, a total of 1,12,637 complaints were received against Public Sector Banks, while 1,01,071 complaints were lodged against Private Sector Banks during 2023-24. Complaints against foreign banks totaled 8,043.
The Integrated Ombudsman Scheme (RB-IOS) serves as part of the RBI’s Alternate Grievance Redress (AGR) Framework, aimed at resolving customer grievances related to services provided by RBI-regulated entities in a timely and cost-effective manner.
Under RB-IOS, 2021, a total of 9,34,355 complaints were received at ORBIOs and the CRPC between April 1, 2023, and March 31, 2024, marking a 32.81% increase from the previous year. Of these, 2,93,924 complaints (31.46%) were received at ORBIOs, while 6,40,431 (68.54%) were received at the CRPC.
ORBIOs resolved 2,84,355 complaints during the year, achieving a 95.10% disposal rate. Among these, 1,92,886 complaints (67.83%) were deemed maintainable, with 57.07% resolved through mutual settlement, conciliation, or mediation, and 40.78% rejected due to the absence of any deficiency in service.
