The Integrated Lokpal Scheme 2021 was launched by the Honorable Prime Minister Shri Narendra Modi in virtual mode on 12 November 2021. It The scheme emphasizes on strengthening the grievance redressal mechanism for consumers of various services provided by RBI regulated entities. It The scheme adopts the 'One Nation One Ombudsman' approach by making the jurisdiction of the RBI Ombudsman mechanism neutral. The main features of the scheme are as follows:
• It will no longer be necessary for the complainant to identify under which scheme he should file a complaint with the Lokpal.
• the schemeof exclusionsOneDefines 'deficiency in service' as a ground for filing a complaint with the specified list. Therefore, complaints will no longer be rejected merely on the grounds of “not being covered under the grounds listed in the scheme”.
• The scheme has removed the jurisdiction of each Lokpal office.
• A centralized setup at RBI, Chandigarh for receipt and initial processing of physical and email complaints in any language.ReceiptAnd the processing center has been set up.
• The Principal Nodal Officer of the rank of General Manager or equivalent in a public sector bank will be responsible for representing the regulated entity and furnishing information in respect of complaints lodged by customers against the regulated entity.
• The regulated entity will not have the right of appeal in cases where an action has been taken against it by the Ombudsman for not submitting satisfactory and timely information/documents.AnyawardOngoingHas been done RBIThe Executive Director in-charge of the Consumer Education and Protection Department of the Government of India will be the appellate authority under the Scheme. AnyHow can a customer lodge a complaint? complaintsCan be filed online at https://cms.rbi.org.in. Complaints can also be lodged through dedicated e-mail “ crpc@rbi.org.in ” or sent in physical mode to the 'Centralized Receipt and Processing Centre' set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh. Can. In 160017 format. Additionally, a contact center with toll-free number – 14448 (9:30 am to 5:15 pm) is also being launched in Hindi, English and eight regional languages and expanded to cover other Indians. Will be done. Languages in due course. PlanA copy of is available on RBI website and CMS portal (https://cms.rbi.org.in, Bankhas also introduced integrated ombudsman scheme across all branches. itThe scheme is effective from 12 November 2021. ComplaintFor any additional information on settlement process, complaint form etc. the customer may refer to the scheme displayed at the branches. WhoC. Complaints are not maintainable?
(1) No complaint of deficiency in service shall be made under the Scheme in the following cases:
• Bankcommercial decision of/ commercialdetermination
• AnyRelated to Outsourcing SavindaSellerdispute between the bank and
• Complaintwhich directlyombudsmanToaddressedNot there.
• Bankmanagement ofOrGeneral against officialscomplaints
• ControversyIn which action is initiated by the bank in compliance with the orders of statutory or law enforcement authority.ofShe goes
• SuchService which is not within the regulatory purview of the Reserve Bank
• regulateddisputes between institutions; And
• OneA dispute involving the employee-employer relationship of a regulated entity.
(2) No complaint under the Scheme shall be entertained unless:
• The complainant, before making the complaint under the Scheme, had made a written complaint to the concerned regulated entity and
(i) the complaint was rejected in whole or in part by the regulated entity, and the complainant is not satisfied with the reply; or the complainant had not received any response within 30 days of receipt of the complaint by the regulated entity; And
(ii) the complaint is made to the Ombudsman within one year of the complainant receiving a reply from the regulated entity on the complaint or, where no reply is received, within one year and 30 days from the date of the complaint.
• The complaint does not relate to the same cause of action as already exists –
(i) pending before any Lokpal or dealt with or dealt with by the Lokpal on merits, whether or not received from a single complainant or from one or more complainants, or from one or more of the parties concerned ;
(ii) pending before any court, tribunal or arbitrator or any other forum or authority; or, adjudicated upon or disposed of on merits by any court, tribunal or arbitrator or any other forum or authority, whether or not the same is received from a single complainant or from one or more related complainants/parties;
• The complaint is not libelous or frivolous or vexatious in nature;
• The complaint was made to the regulated entity before the expiry of the period of limitation prescribed under the Limitation Act, 1963 for such claims;
• The complainant provides complete information as specified in clause 11 of the Scheme;
• The complaint is filed by the complainant personally or through an authorized representative other than an advocate unless the advocate is the aggrieved person. the explanation
1: For the purposes of sub-section (2)(a), 'written complaint' shall include complaints made through other means where evidence of making the complaint can be produced by the complainant. Explanation 2: For the purposes of sub-section (2)(b)(ii), any criminal proceeding pending or decided before a court or tribunal in a complaint in respect of the same cause of action or any case initiated in Police investigation is not included. Crime.

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