Ombudsman mechanism

The ombudsman mechanism is an alternative grievance redressal mechanism started by the RBI. This mechanism is set to be strengthened by a comprehensive framework from RBI by 2021. This will involve enhanced disclosures on customer complaints by banks and review of redressal mechanisms being used. It has also proposed a system of monetary disincentive to address high levels of maintainable complaints in a bank. This is by recovering the cost of redress of complaints from the bank itself.

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