According to the Reserve Bank of India’s (RBI) annual report on ombudsman schemes for 2021-22, which was released on Wednesday, complaints received about digital modes of payment and transactions made up the largest portion of total complaints received in 2021-22, at 42.12%.
The volume of complaints received by the RBI’s consumer education and protection cells in 2021-22 increased by 9.39% compared to the previous year, totaling 4,18,184. Of these, 3,04,496 complaints were handled by the 22 offices of the RBI ombudsman (ORBIOs), including those received under the three previous ombudsman schemes until November 11, 2021.
The Centralised Receipt and Processing Centre (CRPC) under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS, 2021) received 1,49,419 complaints, of which 1,43,552 were disposed by March 31, 2022.
The rate of complaint disposal by ORBIOs improved to 97.97% in 2021-22 from 96.59% in 2020-21, with the majority (63.63%) of maintainable complaints being resolved through mutual settlement, conciliation, and mediation.
