The number of complaints received under the ombudsman schemes during 2021-22 rose by 9.39 per cent year-on-year and stood at 4,18,184 against 3,82,292 complaints during 2020-21, reported Business Line.
Of these, 3,04,496 complaints were handled by the 22 offices of RBI Ombudsman (ORBIOs), including the complaints received under the three erstwhile Ombudsman Schemes till November 11, 2021, according to Annual Report of Ombudsman Schemes, 2021-22 released by the Reserve Bank of India (RBI).
Since establishment of Centralised Receipt and Processing Center (CRPC) under the RB-IOS (RBI-Integrated Ombudsman Scheme), 2021, of the 1,49,419 complaints handled at the CRPC, 1,43,552 complaints had been disposed as at the end of March 31, 2022.
Digital transactions
It is worth noting that complaints relating to the digital modes of payment and transactions were largest in number, constituting 42.12 per cent of the total complaints received during the year.
The central bank said the rate of disposal of complaints by RBIOs improved to 97.97 per cent in 2021-22 from 96.59 per cent in 2020-21.
Majority (63.63 per cent) of the maintainable complaints were resolved through mutual settlement /conciliation /mediation.
