A central bank release said, 'Customers must have the right to access banking services and to the grievance redressal machinery, as well as the Banking Ombudsman Scheme
of the Reserve Bank, so that they are not 'excluded' from the banking fold.'
The Banking Ombudsman Scheme
, which was introduced in 1995, provides an additional grievance redressal platform for consumers.
"The Banking Ombudsman Scheme
has been a real success story, not only with those who have cause to complain, but in reassuring the public."
RBI has further apprised that action has been taken on the complaints as per the provisions of RBIs Banking Ombudsman Scheme
The Reserve Bank of India has set up an internal working group to look into widening the scope of the Ombudsman, which was created under the Banking Ombudsman Scheme.
The RBI said that the Banking Ombudsman Scheme had been able to dispose of 94 percent of the 77,507 complaints received by it in 2011-12.
To protect customers, RBI has issued instructions providing for zero liability of a customer where an unauthorised electronic transaction occurs due to contributory fraud or negligence or deficiency on the part of the bank, irrespective of whether or not the transaction is reported by the customer, and where a third-party breach occurs and the deficiency lies neither with the bank nor with the customer but elsewhere in the system, and the customer notifies the bank within?three working days of receiving communication from the bank regarding the transaction Further, under RBIs Banking Ombudsman Scheme
, customers can lodge a complaint with the Banking Ombudsman against banks, for non-adherence to RBIs instructions regarding mobile/electronic banking services.
Customers must have the right to access banking services and to the grievance redressal machinery - to banks' internal mechanism for grievance redressal as well as the Banking Ombudsman Scheme
of the Reserve Bank - so that they are not 'excluded' from the banking fold, he exhorted the banks.
The Reserve Bank of India, today, released the Annual Report of the Banking Ombudsman Scheme
for the year 2014-2015.