The Reserve Bank of India Governor Shaktikanta Das has launched a Complaint Management System (CMS) for lodging complaints against banks and NBFCs (Non-Banking Financial Companies) on its website. The online portal aims at improving customer experience in timely redressal of grievances.
- CMS, a software application accessible on desktop as well as on mobile devices, which designed to file complains online and it sends acknowledgment receipts directly to the customers’ mobile numbers.
- The public can use the portal (https://cms.rbi.org.in), to lodge complaints against any regulated entity with a public interface such as commercial banks, urban cooperative banks, Non-Banking Financial Companies (NBFCs) which would be directed to the appropriate office of the Ombudsman/Regional Office of the RBI.
- RBI also plans to introduce a dedicated Interactive Voice Response (IVR) system for tracking the status of complaints.
- The processing of complaints has been digitalized with the launch of CMS in the offices of Banking Ombudsman (BO) and Consumer Education and Protection Cells (CEPCs) of RBI.