{"id":216104,"date":"2019-06-26T10:00:06","date_gmt":"2019-06-26T04:30:06","guid":{"rendered":"https:\/\/www.scconline.com\/blog\/?p=216104"},"modified":"2023-08-30T16:40:59","modified_gmt":"2023-08-30T11:10:59","slug":"grievance-redressal-process-complaint-management-system-launched-by-reserve-bank-of-india","status":"publish","type":"post","link":"https:\/\/www.scconline.com\/blog\/post\/2019\/06\/26\/grievance-redressal-process-complaint-management-system-launched-by-reserve-bank-of-india\/","title":{"rendered":"[Grievance Redressal Process] Complaint Management System launched by Reserve Bank of India"},"content":{"rendered":"<p style=\"text-align: justify;\">The \u201c<strong>Complaint Management System (CMS)<\/strong>\u201d of RBI was launched by the Governor, RBI. It is a software <span style=\"color: #800080;\"><strong>application to facilitate RBI\u2019s grievance redressal processes<\/strong><\/span>. Members of the public can access the CMS portal at RBI\u2019s website to lodge their complaints against any of the entities regulated by RBI.<\/p>\n<p style=\"text-align: justify;\">Keeping the convenience of the customers in mind, CMS has been designed to enable online filing of complaints.<\/p>\n<p style=\"text-align: justify;\"><strong>Features:<\/strong><\/p>\n<p style=\"text-align: justify;\">It provides features such as acknowledgment 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<p style=\"text-align: justify;\">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<p style=\"text-align: justify;\">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 the 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<p style=\"text-align: justify;\">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<hr \/>\n<p><strong>[Press Release dt. 25-06-2019]<\/strong><\/p>\n<p style=\"text-align: right;\"><strong>Reserve Bank of India<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The \u201cComplaint Management System (CMS)\u201d of RBI was launched by the Governor, RBI. It is a software application to facilitate RBI\u2019s grievance <\/p>\n","protected":false},"author":8808,"featured_media":292792,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1188,2],"tags":[36263,36261,36262,2732],"class_list":["post-216104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hot_off_the_press","category-news","tag-banking-ombudsman","tag-complaint-management-system","tag-grievance-redressal-process","tag-Reserve_Bank_of_India"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>[Grievance Redressal Process] Complaint Management System launched by Reserve Bank of India | SCC Times<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.scconline.com\/blog\/post\/2019\/06\/26\/grievance-redressal-process-complaint-management-system-launched-by-reserve-bank-of-india\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"[Grievance Redressal Process] Complaint Management System launched by Reserve Bank of India\" \/>\n<meta property=\"og:description\" content=\"The \u201cComplaint Management System (CMS)\u201d of RBI was launched by the Governor, RBI. 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Digital Lending which would be applicable to the \u2018existing customers availing fresh loans\u2019 and to \u2018new customers getting onboarded\u2019. REs will be given time till 30-11-2022 to process these guidelines. Applicability: These guidelines will be applicable to all Commercial Banks, Primary\u2026","rel":"","context":"In &quot;Legislation Updates&quot;","block_context":{"text":"Legislation Updates","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2021\/08\/rbi_2.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2021\/08\/rbi_2.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2021\/08\/rbi_2.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2021\/08\/rbi_2.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2021\/08\/rbi_2.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]},{"id":269602,"url":"https:\/\/www.scconline.com\/blog\/post\/2022\/07\/05\/sebi-issues-circular-on-investor-grievance-mechanism-to-expedite-redressal-and-disposal-of-complaints\/","url_meta":{"origin":216104,"position":1},"title":"SEBI issues circular on investor grievance mechanism to expedite redressal and disposal of complaints","author":"Editor","date":"July 5, 2022","format":false,"excerpt":"\u00a0 \u00a0 On 04-07-2022, Securities and Exchange Board of India (\u2018SEBI') issued a circular on Investor Grievance Mechanism also amending its circular dated 23-02-2017 to protect the interests of investors in securities market and to promote the development and regulate the securities market. SEBI Complaints Redressal System (\u2018SCORES'): Key Points:\u2026","rel":"","context":"In &quot;Legislation Updates&quot;","block_context":{"text":"Legislation Updates","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/"},"img":{"alt_text":"SEBI","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2022\/03\/MicrosoftTeams-image-111-4.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2022\/03\/MicrosoftTeams-image-111-4.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2022\/03\/MicrosoftTeams-image-111-4.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2022\/03\/MicrosoftTeams-image-111-4.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2022\/03\/MicrosoftTeams-image-111-4.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]},{"id":368395,"url":"https:\/\/www.scconline.com\/blog\/post\/2025\/12\/02\/delhi-high-court-directs-rbi-to-strengthen-grievance-system-of-banks-scc-times\/","url_meta":{"origin":216104,"position":2},"title":"&#8216;Ombudsman not a toothless division&#8217;; Delhi High Court directs RBI to strengthen grievance system of banks","author":"Ritu","date":"December 2, 2025","format":false,"excerpt":"\u201cIncreased use of various instruments for undertaking monetary transactions, such as \u2014 credit cards, debit cards and digital payment platforms also raises the possibility of misuse and resultant frauds.\u201d","rel":"","context":"In &quot;Case Briefs&quot;","block_context":{"text":"Case Briefs","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/"},"img":{"alt_text":"grievance system of banks","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/12\/grievance-system-of-banks.webp?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/12\/grievance-system-of-banks.webp?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/12\/grievance-system-of-banks.webp?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/12\/grievance-system-of-banks.webp?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":347827,"url":"https:\/\/www.scconline.com\/blog\/post\/2025\/05\/14\/rbi-digital-lending-directions-legal-news\/","url_meta":{"origin":216104,"position":3},"title":"RBI Shapes the Future of Digital Lending, 2025","author":"Editor","date":"May 14, 2025","format":false,"excerpt":"RBI notifies digital lending rules to establish transparency, protect borrowers, and regulate multi-lender partnerships.","rel":"","context":"In &quot;Legislation Updates&quot;","block_context":{"text":"Legislation Updates","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/"},"img":{"alt_text":"Reserve Bank of India","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2024\/05\/Reserve-Bank-of-India.webp?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2024\/05\/Reserve-Bank-of-India.webp?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2024\/05\/Reserve-Bank-of-India.webp?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2024\/05\/Reserve-Bank-of-India.webp?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":7151,"url":"https:\/\/www.scconline.com\/blog\/post\/2015\/03\/25\/portal-for-redressal-of-grievances-against-misleading-advertisements-launched\/","url_meta":{"origin":216104,"position":4},"title":"Portal for redressal of grievances against misleading advertisements launched","author":"Sucheta","date":"March 25, 2015","format":false,"excerpt":"On 18-03-2015, two new initiatives were launched by the Ministry of Consumer Affairs, Food and Public Distribution in order to enhance consumer awareness and strengthen support services to consumers in the country. These include a dedicated portal to register Grievances Against Misleading Advertisements (GAMA) and Grahak Suvidha Kendras. Portal for\u2026","rel":"","context":"In &quot;Hot Off The Press&quot;","block_context":{"text":"Hot Off The Press","link":"https:\/\/www.scconline.com\/blog\/post\/category\/news\/hot_off_the_press\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2015\/10\/scc-blog_Page_9.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2015\/10\/scc-blog_Page_9.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2015\/10\/scc-blog_Page_9.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2015\/10\/scc-blog_Page_9.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2015\/10\/scc-blog_Page_9.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]},{"id":209648,"url":"https:\/\/www.scconline.com\/blog\/post\/2019\/02\/07\/cabinet-approval-abolition-of-institution-of-income-tax-ombudsman-and-indirect-tax-ombudsman\/","url_meta":{"origin":216104,"position":5},"title":"Cabinet Approval | Abolition of Institution of Income-Tax Ombudsman and Indirect Tax Ombudsman","author":"Bhumika Indulia","date":"February 7, 2019","format":false,"excerpt":"The Union Cabinet chaired by Prime Minister Narendra Modi has approved the proposal for Abolition of Institution of Income-Tax Ombudsman and Indirect Tax Ombudsman. The approval comes in the wake of alternative complaint redressal mechanisms chosen by the public and the institution of Ombudsman could not prove to be more\u2026","rel":"","context":"In &quot;Cabinet Decisions&quot;","block_context":{"text":"Cabinet Decisions","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/cabinet_decisions\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2019\/02\/tax.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2019\/02\/tax.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2019\/02\/tax.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2019\/02\/tax.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2019\/02\/tax.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]}],"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts\/216104","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/users\/8808"}],"replies":[{"embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/comments?post=216104"}],"version-history":[{"count":0,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts\/216104\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/media\/292792"}],"wp:attachment":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/media?parent=216104"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/categories?post=216104"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/tags?post=216104"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}