NS Reserve bank The Integrated Lokpal Scheme, 2021 was launched in virtual mode by Prime Minister Narendra Modi on Friday.
The scheme integrates the existing three Ombudsman schemes of RBI – banking ombudsman Scheme, 2006; Ombudsman Scheme for Non-Banking Financial Companies, 2018; and Ombudsman Scheme for Digital Transactions, 2019.
Apart from integrating the three existing schemes, it also includes non-scheduled primary co-operative banks with deposits of Rs 50 crore and above.
A Centralized Receipt and Processing Center has been set up at RBI, Chandigarh for receipt and initial processing of physical and email complaints in any language.
RBI said in a statement that the scheme adopts a ‘one nation one ombudsman’ approach by neutralizing the jurisdiction of the RBI’s ombudsman mechanism.
“The scheme framed by RBI … will provide cost-free redressal of customer complaints relating to deficiency in services provided by entities regulated by RBI, if not resolved to customer satisfaction or within a period of 30 days.” is not replied within the period. regulated entity,” it said.
Complaints can be lodged in electronic or physical mode as well as online through a portal designed for this purpose.
The integration will help the customers as they no longer need to identify under which scheme to file a complaint. It has also abolished the jurisdiction of each Lokpal office.
“The scheme defines ‘deficiency in service’ as the basis for filing a complaint with a specific list. Hence, complaints will no longer be dismissed on the ground only of ‘not covered under the grounds listed in the scheme’.” RBI said.
The Principal Nodal Officer in the rank of General Manager in a Public Sector Bank or equivalent will be responsible for representing the regulated entity and furnishing information regarding complaints lodged by the customers.
Another salient feature of the scheme is that the regulated entity will not have the right to appeal in cases where an award is issued against it by the Ombudsman for not furnishing satisfactory and timely information/documents.
As per the plan document, RBI can appoint one or more of its officers as Ombudsman and Deputy Ombudsman.