RBI Governor launched Complaint Management System on 24th June 2019.
Complaint Management System(CMS) is a software application to facilitate RBI’s grievance redressal processes. Members of public can access the CMS portal at RBI’s website "Complaint Management System by RBI" to lodge their complaints against any of the entities regulated by RBI.
It symbolizes RBI’s commitment to improve customer experience in grievance redressal process, CMS has been designed to enable on-line filing of complaints. It provides features such as acknowledgement through SMS/Email notification(s), status tracking through unique registration number, receipt of closure advises and filing of Appeals, where applicable. It also solicits voluntary feedback on the customer’s experience.
RBI Governor in his statement on CMS mentioned of the following Focal Points to launch CMS:
- Improved customer convenience by providing a single window on Reserve Bank’s website.
- Improves transparency by keeping the complainants informed.
- Customers voluntarily share feedback on their experience in obtaining redressal of Grievance.
- Accessibility on desktop as well as on mobile devices.
- Customer awareness as an enabling tool for strengthening customer protection.
- The benefit to the financial system will accrue from seamless access of CMS to the Nodal Officers of banks / Financial Service Providers(FSPs). CMS can generate various reports for monitoring and managing complaints pertaining to each entity. He expected banks / FSPs to use the data on CMS not only for reducing their Turn Around Time in resolution of complaints and strengthening their grievance redressal mechanism but also for undertaking root cause analyses with an objective of understanding their customer pain areas, behaviour and expectations so as to improve their services for maintaining customer loyalty.
- Data from CMS can be leveraged by the Reserve Bank for analytics which can be used for regulatory and supervisory interventions.
RBI Governor urged the banks/FSPs to utilize the potential of CMS to the fullest.
CMS has self-help material (in video format) to guide the users of the portal; videos on safe banking practices; and on the regulatory initiatives of RBI.
This system facilitates the regulated entities to resolve customer complaints received through CMS by providing seamless access to their Principal Nodal Officers/Nodal Officers. The system provides facilities for generation of a diverse set of reports to monitor and manage grievances by the Regulated Entities. They can use the information from CMS for undertaking root cause analyses and initiating appropriate corrective action, if required.
The CMS also has facilities for RBI officials handling the complaints to track the progress of redressal. The information available in CMS could also be used for regulatory and supervisory interventions, if required. With the launch of CMS, the processing of complaints received in the offices of Banking Ombudsman (BO) and Consumer Education and Protection Cells (CEPCs) of RBI has been digitalized.
For accessing the “Complaint Management System (CMS)” portal please click on the following link: Complaint Management System by RBI