{"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 v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\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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