×

Business

RBI Ombudsman scheme: 22.7% Spurt In Complaints Related To ATM Cards, Mobile Banking Among Others

However, the number of complaints received during the period were lower at 3.03 lakh due to transition to a new financial year (nine-months only) as against 3.30 lakh received during the old accounting year of July 2019 to June 2020.

RBI
The Reserve Bank of India (RBI). (File Photo)

New Delhi: The Reserve Bank of India on Wednesday released its annual Ombudsman report for the nine-month period from July 1, 2020 to March 31, 2021. The financial year has been changed to April-March from July 2020 onwards. As per the report, a spurt of 22.27 per cent was witnessed in the number of complaints received under the three Ombudsman Schemes in operation between between the time period.

However, the number of complaints received during the period were lower at 3.03 lakh due to transition to a new financial year (nine-months only) as against 3.30 lakh received during the old accounting year of July 2019 to June 2020.

A total of 22 Offices of Banking Ombudsman (OBOs) received 2,73,204 complaints, which was higher than the previous years on an annualised basis, the report said. Further, the Chandigarh office of RBI Ombudsman Scheme received the highest banking-related complaints, followed by Kanpur. The country currently has nearly two dozen offices of the RBI’s Ombudsman scheme.

Most of the complaints were related ATM/debit cards and mobile/electronic banking, credit cards, failure to meet commitments and non-observance of Fair Practices Code (FPC). These constituted the top five grounds of complaints received at the OBOs.

There has been an increase in complaints relating to credit cards, failure to meet commitments, and Direct Selling Agents (DSAs) and recovery agents, with over 60 per cent surge in complaints related to DSAs and recovery agents, the RBI report stated.

The number of complaints received by the Offices of Ombudsman for Digital Transactions (OODTs) also went up during the nine-month period. “Fund transfers/ Unified Payments Interface (UPI)/ BBPS/ Bharat QR Code, mobile/electronic fund transfer and non-reversal of debit due to wrong beneficiary transfer by System Participant were the top three grounds of complaint under OSDT, 2019 with share in total complaints at 51.15 per cent, 22.57 per cent, and 8.18 per cent, respectively,” the report said.