Surat: Seminar on Alternative Grievance Redressal (AGR) Mechanism and Reserve Bank Integrated Ombudsman Scheme (RBIOS) by the Chamber. Loktej Surat, Business News

An interactive session with Subodh Kumar Gupta, Chief General Manager and Ombudsman, Reserve Bank of India, on the fundamental aspects of the Alternative Grievance Redressal (AGR) mechanism and the Reserve Bank Integrated Ombudsman Scheme (RBIOS) was organized by South Gujarat Chamber of Commerce and Industry. In which Assistant General Manager of RBI Ombudsman Office, Ahmedabad, Bhupendra Tripathi and Zonal Head of Bank of Baroda-Surat, Ranjit Ranjan Das gave detailed information about the RBIOS scheme to the officials and industrialists of various banks.

In the session, Chamber of Commerce President Ramesh Vaghasia welcomed everyone and gave the welcome speech. He said that in the year 2021-2022, a total of 4,18,184 complaints were received across the country under the RBIOS scheme of RBI. Which was 9.39 percent more than the year 2020-2021, out of which 16.46 complaints were in Gujarat. RBI has 22 regional ombudsman offices, one of which is in Ahmedabad.

RBI Chief General Manager and Ombudsman Subodh Kumar Gupta, while addressing officials of various banks as well as industrialists and businessmen, said that the main complaints received by the RBI Ombudsman office are from the customers who have not received money from their respective banks even after repaying the loans. Collateral relief is not given. Therefore, a new rule has been brought that the bank has to release its collateral within 30 days of the person taking loan from the bank paying the entire amount of the loan. If this does not happen under any circumstances, the bank will have to pay a fine of Rs 5,000 per day. The amount of this fine will be recovered by the banks from the concerned responsible officer of that bank.

He further said that if there is a delay on the part of banks in updating the credit limit, then in such cases also the complainant will get concession. Rs 100 per day will be paid to the complainant at a concessional rate by the concerned bank. This rule will come into effect from April 1, 2024. This rule will also apply to credit rating agencies. If the credit rating agency does not provide the information related to the customer to the bank on time, then a fee of Rs 100 per day will also be charged from the agency. He further said that Reserve Bank of India is trying to provide good banking facilities to the business community, professionals, businessmen and people. He suggested the officials of various banks to increase banking services.

Bhupendra Tripathi, Assistant General Manager, RBI Ombudsman Office, Ahmedabad, said that if customers have any problem, they should first complain to the concerned bank. If there is no resolution from the front desk employee, they can complain to the top management. Then you will have to complain to NBFC. Most of the various problems and complaints of the customers are resolved at the regional and zonal level of the concerned bank. However, if their problem is not resolved then customers can complain to the Ombudsman office of the Reserve Bank of India.

He further said that customers can lodge complaints online on the RBI Ombudsman portal. Customers can also complain directly to the RBI Ombudsman. When a customer is unable to come and make a complaint in person, a representative can come and make a complaint to the RBI Ombudsman on his behalf, but this representative should not be a lawyer. He said that banks have become very conscious to provide better and better facilities to the customers.

A presentation was given by Ranjit Ranjan Das, Zonal Head, Bank of Baroda – Surat on methods of Custom Service Audit, Executive Response Desk, Customer Grievance Access Channel, Customer Grievance Registration. He said, if customers have any problem then they can directly complain to the top management of the bank through e-mail and get the solution.