Reserve Bank – Integrated Ombudsman Scheme, 2026: Detailed Reframed FAQs

The Reserve Bank of India has brought in the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026) with effect from 1 July 2026, creating a unified and simplified framework for grievance redress against specified entities regulated by RBI. This restructured scheme replaces the earlier framework of 2021 for fresh complaints, while allowing matters already lodged under the old scheme to continue under the earlier rules.

Below is a fully reworded, structured explanation of the RBI’s original FAQs, designed to be clearer for customers, compliance teams, and regulated entities.

1. Overview of RB-IOS, 2026 and AGR Framework

What is RB-IOS, 2026?

Reserve Bank – Integrated Ombudsman Scheme, 2026 is an alternate dispute resolution system that:

  • Is free of cost for customers
  • Operates in a non-adversarial and expeditious manner
  • Addresses grievances relating to deficiency in service by certain Regulated Entities (REs)

The Scheme:

  • Becomes effective from July 1, 2026
  • Supersedes the Reserve Bank – Integrated Ombudsman Scheme, 2021 for new complaints
  • Retains the earlier scheme (RB-IOS, 2021) only for:
    • Complaints lodged before 1 July 2026
    • Appeals linked to those earlier decisions
    • Enforcement of Awards passed under the 2021 Scheme

What is the RBI Alternate Grievance Redress (AGR) Framework?

The Alternate Grievance Redress (AGR) Framework of RBI is a broader ecosystem under which RB-IOS, 2026 operates. It includes:

  • Offices of RBI Ombudsman
  • Centralised Receipt and Processing Centre (CRPC)
  • Consumer Education and Protection Cells (CEPCs)
  • Consumer Education and Protection Department (CEPD)

The CEPD also assists the Appellate Authority (AA) and processes appeals filed under the Scheme.

2. Coverage and Key Definitions

Are all RBI-regulated entities covered under RB-IOS, 2026?

No. Only specified categories of Regulated Entities fall within the ambit of RB-IOS, 2026. While RBI regulates many entities, this Scheme applies only to those explicitly listed, such as:

  • Banks (various categories)
  • Certain NBFCs meeting specified conditions
  • Non-bank Prepaid Payment Instrument (PPI) issuers
  • Credit Information Companies

The detailed coverage is elaborated under Question 13 below.

Who is an RBI Ombudsman?

An RBI Ombudsman is a senior official appointed by the Reserve Bank of India to:

  • Receive complaints from customers of covered REs
  • Examine and adjudicate those complaints
  • Decide whether there is deficiency in service
  • Facilitate settlement or pass an Award where warranted

What does “deficiency in service” mean?

Under RB-IOS, 2026, “deficiency in service” refers to any shortfall, failure, or inadequacy in services that a Regulated Entity is obliged to provide, either:

  • Under a statute, or
  • Under contract, circulars, or normal banking/financial practice

The deficiency may or may not result in actual monetary loss to the complainant. Even operational inconvenience or non-financial issues may qualify, depending on facts.

Who is an RBI Deputy Ombudsman?

An RBI Deputy Ombudsman is an officer appointed to support and assist the Ombudsman’s office. Under the Scheme, a Deputy Ombudsman may:

  • Examine complaints on deficiency in service
  • Close or reject complaints on grounds permitted under the Scheme
  • Help manage the complaint flow and settlement process

3. Benefits and Structural Features of RB-IOS, 2026

What are the benefits of RB-IOS, 2026 and the AGR Framework?

The Scheme and the AGR framework offer multiple advantages:

  • No charges for filing or pursuing a complaint
  • Single online platform for filing: https://cms.rbi.org.in
  • CRPC for handling e-mail and physical complaints centrally
  • Jurisdiction-free mechanism following the “One Nation One Ombudsman” principle – complainants need not identify any specific office
  • Well-defined rules on admissibility / maintainability of complaints
  • Automated initial validation checks for online complaints via the CMS portal
  • Online status tracking for complaints
  • A structured settlement mechanism for resolving matters amicably
  • Power to issue Awards, including compensation within prescribed limits
  • A built-in appeal mechanism against Awards

What is the Centralised Receipt and Processing Centre (CRPC)?

The CRPC is a central facility set up by RBI to receive and process complaints filed under RB-IOS, 2026. It:

  • Handles complaints received by:
    • E-mail
    • Physical mode (post or hand-delivery)
  • Ensures that:
    • Physical and e-mail complaints are captured and processed
    • Online complaints are directly registered through the CMS portal

4. Filing a Complaint – Modes, Contact and Process

How can an assessee file a complaint before the RBI Ombudsman?

A complaint can be filed by any eligible customer (assessee of a financial service) through one of the following channels:

  1. Online

    • Via CMS portal: https://cms.rbi.org.in

  2. E-mail

    • Send complaint to: crpc@rbi.org.in

  3. Physical mode

    • Send a signed complaint form with enclosures to:

      Centralised Receipt and Processing Centre,
      Reserve Bank of India, Central Vista,
      Sector 17, Chandigarh – 160017

What is the RBI Contact Center and how is it accessed?

The RBI Contact Center offers assistance on:

  • How to use RBI’s grievance redress mechanisms
  • Procedure for lodging complaints under the Scheme
  • Status of existing complaints

Key features:

  • IVRS available 24x7 on Toll Free No. 14448
  • Live agent support from 8:00 AM to 10:00 PM, Monday to Saturday (excluding National Holidays)
  • Languages supported:
    English, Hindi, and ten regional languages – Assamese, Bengali, Gujarati, Kannada, Marathi, Malayalam, Odia, Punjabi, Telugu, Tamil

Can complaints be filed through the Contact Center itself?

No. The Contact Center only plays a support and guidance role. It:

  • Does not accept or register complaints on its own
  • Guides the complainant on filing complaints through:
    • CMS portal
    • E-mail
    • Physical submission
  • Can help with status updates of complaints already lodged

Where are the Ombudsmen located? Do I need to choose an office?

The Offices of RBI Ombudsman are located across various centres as decided by RBI. However:

  • An assessee does not need to select or approach a particular office
  • Complaints are auto-allocated via RBI’s internal system when:
    • Submitted on the CMS portal, or
    • Received by CRPC

This is in line with the jurisdiction-neutral nature of the Scheme.

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