The total number of complaints received by the Offices of the RBI Ombudsman (ORBIOs) and Centralised Receipt and Processing Centre (CRPC) saw a 68.24% to 7,03,544 during FY23 compared with 4,18,184 complaints during FY22.

Banking & Finance

The total number of complaints received by the Offices of the RBI Ombudsman (ORBIOs) and Centralised Receipt and Processing Centre (CRPC) saw a 68.24% to 7,03,544 during FY23 compared with 4,18,184 complaints during FY22. The complaints pertained to mobile/electronic banking, loans and advances, ATM/debit cards, credit cards, pension payments, remittances, and para banking, among others. The Annual Report of the Ombudsman Scheme 2022-23 is the first stand-alone report under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 elucidating the activities of the 22 Offices of the RBI Ombudsman (ORBIOs), Centralised Receipt and Processing Centre (CRPC) and the Contact Centre during the year. Complaints against banks formed the largest portion (1,96,635 complaints), accounting for 83.78 per cent of complaints received by the ORBIOs. As many as 2,34,690 complaints were handled by the ORBIOs and 4,68,854 were disposed at the CRPC.


      The complaints disposed at the ORBIOs have an average turnaround time (TAT) of 33 days during 2022-23, which improved significantly from 44 days during 2021-22.

      Majority (57.48 percent) of maintainable complaints disposed under RB-IOS, 2021 were resolved through mutual settlement, conciliation, or mediation.

     

 

     


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