Prime Minister, India on 12-11-2021 by integrating the existing three Ombudsman schemes of RBI namely Banking Ombudsman Scheme, 2006, Ombudsman Scheme for NBFC, 2018 and Ombudsman Scheme for Digital Transaction, 2019 had

The purpose of integrating all the three schemes i.e. Banking Ombudsman Scheme, 2006, Ombudsman Scheme for NBFC, 2018 and ombudsman Scheme for Digital Transaction, 2019 for working of Ombudsman Scheme at RBI level in the vision of India's Prime Minister was the protection of consumers. The integrated scheme will provide cost free redress of the customer complaints involving deficiency in services rendered by entities regulated by RBI, if not resolved to the satisfaction of the customers or not replied within a period of 30 days by the regulated entity. The salient features of the scheme in brief are as under: - The theme of the scheme is based on 'One Nation - One Ombudsman'. It will no longer be necessary for a complainant to identify under which scheme he/she should file complaint with the Ombudsman. The scheme defines 'deficiency in service' as the ground for filing a complaint, with a specified list of exclusions. Therefore, the complaints would no longer be rejected simply on account of "not covered under the grounds listed in the scheme". To handle the customer complaint a Centralized Receipt and Processing Centre (CRPC) has been set up for centralized handling of all complaint receipts and initialing processing. Centralised Receipt and Processing Centre (CRPC) has been set up at RBI at Chandigarh for receipt and initial processing of physical and email complains in any language. Customer have now single point reference to file complaints, submit documents, track the status of the complaints and receive feedback. It will have one portal, one email, and one address for the customers to lodge their complaints. The responsibility of representing the Regulated Entity and furnishing information in respect of complaints filed by customers against the Regulated Entity would be that of the Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank or equivalent. The Regulated Entity will not have the right to appeal in cases where an award is issued by the ombudsman against it for not furnishing satisfactory and timely information/documents.