Synopsis: Starting November 1, 2025, the Reserve Bank of India has expanded the coverage of the Integrated Ombudsman Scheme (RBI-IOS)
to include State Co-operative Banks and Central Co-operative Banks. With this move, millions of customers across India will now be able
to raise complaints and seek redressal against these banks under a single unified system.
Understanding the Change
The RBI exercised its powers under Section 35A of the Banking Regulation Act, 1949, and issued a notification bringing
State Co-operative Banks and Central Co-operative Banks under the purview of the Reserve Bank – Integrated Ombudsman Scheme, 2021.
This ensures a level playing field for customers, as complaints across commercial banks, co-operative banks, NBFCs, and other financial
entities can now be handled under one umbrella scheme.
Who is Covered Now?
With this inclusion, the scheme now applies to:
- All Commercial Banks
- Regional Rural Banks (RRBs)
- State Co-operative Banks and Central Co-operative Banks
- Scheduled Primary (Urban) Co-operative Banks
- Non-Scheduled Primary (Urban) Co-operative Banks with deposit size of ₹50 crore and above
- NBFCs (except Housing Finance Companies) with deposits or assets size of ₹100 crore and above
- System Participants such as payment system operators
- Credit Information Companies
What This Means for Customers
- You can now file complaints against State and Central Co-operative Banks with the RBI Ombudsman.
- A single integrated platform ensures simpler, faster, and fairer grievance redressal.
- Customers no longer need to struggle with multiple complaint mechanisms depending on the type of bank.
- The Scheme gives RBI greater oversight, making banks more accountable for customer service.
Rights of Customers
- Uniform grievance handling: Same process across commercial banks, co-operative banks, and NBFCs.
- Online complaint filing: Customers can file complaints easily through the RBI CMS Portal.
- Escalation to Ombudsman: If banks fail to respond within 30 days, customers can escalate directly.
- No harassment: RBI ensures impartial handling and free-of-cost resolution for customers.
Limitations to Keep in Mind
- The Scheme does not cover disputes already pending in courts, tribunals, or arbitration.
- Complaints must first be raised with the bank before approaching RBI.
- Frivolous or incomplete complaints can be rejected.
📌 Final Note for Customers
From November 1, 2025, you have the right to seek fair treatment and raise complaints against
State and Central Co-operative Banks under the RBI’s Integrated Ombudsman Scheme. This move
makes grievance redressal simpler, faster, and more transparent, giving customers across India greater confidence
in the banking system.
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