The Awareness Programme: What Unfolded

RBI Ombudsman Awareness Drive in Chamarajanagar: Bridging Digital Grievance Gaps

An awareness programme on the Reserve Bank of India’s Integrated Ombudsman Scheme was held on 10 July at the J. H. Patel auditorium in Chamarajanagar. More than 200 bank customers listened to officials explain how complaints can be lodged, the timelines for resolution and safeguards against digital fraud. The event underscores the growing need for transparent grievance mechanisms as India’s digital banking footprint expands.

The session was organised by the Office of the RBI Banking Ombudsman and featured Bank Manager Mangalam Venkataraman, Assistant General Manager B.V. Udayakumar and District Lead Bank Manager M.N. Surekha. Participants received leaflets detailing the grievance redressal process and were invited to raise queries during a lively Q&A.

• ▸Date and venue: 10 July, J. H. Patel auditorium, Chamarajanagar
• ▸Attendance: over 200 customers from the district and neighbouring areas
• ▸Officials present: Bank Manager Mangalam Venkataraman, AG B.V. Udayakumar, DLBM M.N. Surekha, and SBI staff
• ▸Materials distributed: information leaflets and booklets on the Integrated Ombudsman Scheme 2021

The turnout reflects both the demand for consumer‑friendly banking services and the lingering uncertainty many depositors feel about recourse mechanisms.

Grievance Redressal under the Integrated Ombudsman Scheme

The Integrated Ombudsman Scheme consolidates the earlier Banking Ombudsman and Non‑Banking Financial Company (NBFC) Ombudsman frameworks into a single portal. Under the scheme, a complainant can lodge a grievance through the RBI’s Complaint Management System (CMS) portal, via email, post or in‑person at a designated bank branch. The Ombudsman is mandated to resolve complaints within 15 working days, extending to 30 days for complex cases.

• ▸The CMS portal operates 24 hours a day, seven days a week, enabling real‑time tracking of complaints
• ▸Banks must acknowledge a complaint within 5 working days and provide a preliminary response within 10 days
• ▸The Ombudsman can direct banks to refund amounts, waive charges or take corrective action, and the decision is binding unless challenged in a court of law

By centralising the process, the scheme aims to reduce duplication, cut resolution times and enhance accountability across the banking sector.

Digital Banking Fraud: The Growing Threat

India’s push for a cash‑less economy has been accompanied by a surge in phishing, malware and impersonation attacks. While the RBI’s scheme focuses on traditional banking grievances, it also serves as a conduit for reporting digital fraud. The Chamarajanagar workshop highlighted practical steps—such as enabling two‑factor authentication, regularly updating passwords and never sharing OTPs—to curb the menace.

• ▸Digital fraud complaints rose sharply in the past year, prompting RBI to issue advisory circulars (RBI/2025/CM‑01)
• ▸The scheme’s online portal allows victims to attach screenshots and transaction logs, facilitating faster forensic analysis
• ▸Banks are required to investigate fraud reports within 7 days and communicate findings to the Ombudsman

These measures illustrate how grievance redressal mechanisms are being adapted to address the nuances of cyber‑enabled financial crimes.

Accountability and the Role of Transparency

Beyond the scheme’s procedural safeguards, citizens can invoke the Right to Information Act 2005 to obtain data on complaint handling, such as the number of grievances received, average resolution time and the nature of corrective actions taken. Such transparency not only empowers consumers but also pressures banks to improve internal controls.

• ▸Any individual may file an RTI request with the RBI’s public information officer for grievance statistics
• ▸The RBI publishes an annual “Grievance Redressal Report” that details the volume of complaints and compliance rates across banks
• ▸Non‑compliance with the Ombudsman’s directions can attract penalties under the Consumer Protection Act 2019

By linking grievance redressal with broader transparency norms, the framework aligns with the constitutional promise of accountability and the state’s duty to protect citizens’ economic rights.

Significance for Governance and Social Justice

The Chamarajanagar outreach demonstrates how policy implementation can be anchored in community engagement. Effective grievance mechanisms are a cornerstone of the Digital India vision, ensuring that the benefits of digital finance reach the most vulnerable without exposing them to unchecked exploitation. As digital transactions become ubiquitous,