In its 'Statement on Developmental and Regulatory Policies' issued in December 2018, RBI said: "With the digital mode for financial transactions gaining traction in the country, there is an emerging need for a dedicated,

How the Ombudsman will deal with Customer Complaints: The Ombudsman Scheme for Digital Transactions, 2019, launched under Section 18 of the Payment and Settlement Systems Act, 2007, provides a cost-free and expeditious complaint-redressal mechanism relating to deficiency in customer services in digital transactions conducted through non-bank entities regulated by Reserve Bank of India (RBI). The offices of Ombudsman for Digital Transactions function from the existing 21 offices of the Banking Ombudsman and handle complaints of customers from their respective territorial jurisdiction. The scheme provides for an appellate mechanism under which the complainant/system participant has the option to appeal against the decision of the Ombudsman before the appellate authority. Process for filing the Complaints: Any person who has a grievance on any one or more of the grounds mentioned herein may herself/himself or through her/his authorized representative (other than an advocate) make a complaint against the branch or office of the system participant with the Ombudsman in the applicable jurisdiction. As for a complaint arising out of services with centralized operations, the jurisdiction would be the declared address of the complainant. The complaint is made within one year after the complainant has received the reply from the system participant to her/his representation, or if no reply has been received, not later than 1 year and 1 month after the date of representation to the system participant. The complaint shall be in writing duly signed and shall be in the complaint form furnishing full details. The complaint shall be accompanied by copies of documents to be relied upon. E-complaints are accepted. Complaints received by RBI/GoI can also be taken up by the Ombudsman.