{"id":3626,"date":"2019-06-26T23:53:28","date_gmt":"2019-06-26T18:23:28","guid":{"rendered":"http:\/\/yourcareerheights.com\/?p=3626"},"modified":"2019-06-27T00:19:17","modified_gmt":"2019-06-26T18:49:17","slug":"rbi-launches-complaint-management-system","status":"publish","type":"post","link":"https:\/\/yourcareerheights.com\/?p=3626","title":{"rendered":"RBI Launches Complaint Management System (CMS)"},"content":{"rendered":"
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RBI Governor launched\u00a0 Complaint Management System on 24th June 2019.<\/h3>\n

Complaint Management System(CMS)<\/strong> is a software application to facilitate RBI\u2019s grievance redressal processes. Members of public can access the CMS portal at RBI\u2019s website \"Complaint Management System by RBI\"<\/a> to lodge their complaints against any of the entities regulated by RBI.<\/p>\n

It symbolizes RBI\u2019s commitment to improve customer experience<\/span> 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\u2019s experience.<\/p>\n

RBI Governor in his statement on CMS mentioned of the following Focal Points to launch CMS:<\/em><\/span><\/p>\n

    \n
  1. Improved customer convenience<\/span> by providing a single window on Reserve Bank\u2019s website.<\/em><\/span><\/li>\n
  2. Improves transparency<\/span> by keeping the complainants informed.<\/em><\/span><\/li>\n
  3. Customers voluntarily share feedback<\/span> on their experience in obtaining redressal of Grievance.<\/em><\/span><\/li>\n
  4. Accessibility<\/span> on desktop as\u00a0well as on mobile devices.<\/em><\/span><\/li>\n
  5. Customer awareness<\/span> as an enabling tool for strengthening customer protection.<\/em><\/span><\/li>\n
  6. The\u00a0benefit to the financial system<\/span> 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.<\/em><\/span><\/li>\n
  7. Data<\/span>\u00a0from CMS can be leveraged by the Reserve Bank for analytics which can be used for\u00a0regulatory and supervisory interventions.<\/span><\/em><\/span><\/li>\n<\/ol>\n

    RBI Governor\u00a0urged the banks\/FSPs to utilize the potential of CMS to the fullest.<\/em><\/span><\/p>\n

    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.<\/p>\n

    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.<\/p>\n

    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.<\/p>\n

    For accessing the \u201cComplaint Management System (CMS)\u201d portal please click on the following link:\u00a0Complaint Management System by RBI<\/a><\/p>\n

    Source: rbi.org.in<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

    RBI Governor launched\u00a0 Complaint Management System on 24th June 2019. Complaint Management System(CMS) is a software application to facilitate RBI\u2019s grievance redressal processes. Members of public can access the CMS portal at RBI\u2019s website “Complaint Management System by RBI” to lodge their complaints against any of the entities regulated by RBI. It symbolizes RBI\u2019s commitment…<\/p>\n","protected":false},"author":1,"featured_media":3594,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[38,653,292,221,652,45],"tags":[654,656,93,655,40],"class_list":["post-3626","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking","category-complaint-management-system","category-complaints","category-digital-banking","category-grievance-redressal","category-rbi","tag-complaint-management-system","tag-customer-complaints","tag-customer-service","tag-grievance-redressal","tag-rbi"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/yourcareerheights.com\/wp-content\/uploads\/2019\/06\/RBI-1.jpeg?fit=615%2C262&ssl=1","jetpack_sharing_enabled":true,"jetpack-related-posts":[],"jetpack_likes_enabled":true,"_links":{"self":[{"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/posts\/3626","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3626"}],"version-history":[{"count":4,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/posts\/3626\/revisions"}],"predecessor-version":[{"id":3630,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/posts\/3626\/revisions\/3630"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=\/wp\/v2\/media\/3594"}],"wp:attachment":[{"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3626"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3626"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/yourcareerheights.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3626"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}