Synopsis: The Union Finance Ministry has announced a major upgrade to the RBI’s Complaint Management System, introducing AI-enabled tools, enhanced training, and stronger processes to reduce delays and improve complaint resolution under the Integrated Ombudsman Scheme.
Finance Ministry Plans AI-Powered Upgrade for RBI Complaint System
The Union Finance Ministry confirmed that the Reserve Bank of India (RBI) is modernizing its Complaint Management System using advanced features and AI-based tools.
This upgrade aims to streamline complaint handling and improve customer grievance redressal.
Ombudsman Scheme to Undergo Revision
While answering an unstarred question in the Rajya Sabha, Minister of State for Finance Pankaj Chaudhary said that the RBI is revising the Reserve Bank–Integrated Ombudsman Scheme (RB-IOS) to strengthen and speed up complaint resolution.
Better Training & Capacity Building for Ombudsman Staff
RBI has taken multiple steps to improve internal efficiency:
- Developed comprehensive training modules
- Conducts hands-on workshops for complaint handling
- Periodically assesses staffing needs across departments
“These initiatives will help reduce delays and improve operational efficiency,” Chaudhary said.
Why Delays in Complaint Resolution Have Increased
A question raised by S. Niranjan Reddy noted a sharp rise in complaint resolution time:
- 36.3 days in FY 2022–23
- 68.3 days in FY 2024–25
The Minister clarified that delays are due to:
- Higher volume of complaints
- Complexity involving multiple entities
- Need to examine complainant and beneficiary accounts
- Compliance with due process and natural justice
- Time taken for personal hearings & inter-party communication
RBI’s Annual Report Shows Rise in Grievances
RBI’s Integrated Ombudsman Scheme Annual Report (FY 2024–25) highlights:
- 13.34 lakh complaints filed
- 13.55% rise compared to FY 2023–24
- Growing concerns over digital fraud, credit cards & loans
- Improved disposal efficiency despite rising complexity
Reasons Behind Rising Digital Fraud Complaints
Digital transactions have increased sharply, but so have risks.
Many complaints involve:
- Unauthorized digital payments
- UPI transaction frauds
- Multiple-entity involvement causing delays in investigation
📌 Key Takeaway
The RBI’s upgraded, AI-enabled Complaint Management System aims to make grievance redressal faster, more transparent, and more efficient. With rising digital payments and fraud cases, the new system will help reduce delays, improve staff capability, and strengthen consumer protection.
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