From April 1 to November 11, 2021, the Bank Ombudsman received the maximum number of complaints from customers related to ATM-Debit Card and Mobile-Electronic Banking. The RBI said in a report released on Wednesday that the number of complaints received during 2021-22 under the Lokpal Scheme-Consumer Education and Protection Cell increased by 9.39 percent to 4,18,184 as compared to 2020-21. Of these, 3,04,496 complaints were handled by 22 ombudsman offices of RBI.
The report said that the highest number of 14.65 percent of the total complaints received from customers were related to ATM-debit cards. 13.64 percent of complaints were related to mobile-electronic banking. About 90 percent of the total complaints were received through digital means including Online Grievance Management System (CMS) portal, e-mail, and Centralized Public Grievance Redressal and Monitoring System. Of these, 66.11 percent of complaints were resolved through mutual agreement or conciliation, or mediation.
Increase in the resolution of complaints
According to the report, the resolution of complaints through Lokpal has increased to 97.97 percent in 2021-22. In 2020-21, this figure was 96.59 percent.
More than 1.86 lakh cases in four and a half months
The scope of the RBI Ombudsman was expanded at the end of the last financial year. This included non-scheduled urban cooperative banks (UCBs) with deposits of Rs 50 crore or more. Apart from this, credit information companies were also brought under its purview on September 1, 2022. Under this, RBI Ombudsman received a total of 1,86,268 complaints from November 12 to March 31, 2022. The Centralized Receipt and Processing Center at RBI Chandigarh examined 1,49,419 complaints received through e-mail or physical means.
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