RBI launches CMS for filing online complaints against banks, NBFCs

The Reserve Bank of India Monday launched an application on its website for lodging complaints against banks and NBFCs with a view to improve customer experience in timely redressal of grievances.

The Complaint Management System (CMS) is a software application to facilitate RBI's grievance redressal process.

Customers can lodge complaints against any regulated entity with public interface such as commercial banks, urban cooperative banks, Non-Banking Financial Companies (NBFCs).

The complaint would be directed to the appropriate office of the Ombudsman/Regional Office of the RBI.

The CMS will be accessible on desktop as well as on mobile devices. The RBI also plans to introduce a dedicated Interactive Voice Response (IVR) system for tracking the status of complaints.

Keeping the convenience of customers in mind, the CMS has been designed to enable online filing of complaints.

"The application also improves transparency by keeping the complainants informed through auto-generated ...