Lok Sabha Question No. 2463 (UNSTARRED), answered on 2021-12-13
Subject: Banking Ombudsman
Ministry: FINANCE
Asked by: S. Gnanathiraviam

## GOVERNMENT OF INDIA MINISTRY OF FINANCE DEPARTMENT OF FINANCIAL SERVICES

## LOK SABHA

## UNSTARRED QUESTION NO. 2463

TO BE ANSWERED ON THE DECEMBER, 2021 AGRAHAYANA 22, 1943 (SAKA) 13th

## 'Banking Ombudsman'

## 2463. SHRI GNANATHIRAVIAM S:

Will the Minister of FINANCE be pleased to state:

- (a) the number and nature of complaints received by the banking ombudsman during the last three years and the current year;
- (c) the details of cases in which the banking ombudsman has been successful in resolving the grievances of the customers?
- (b) the details of the number of complaints disposed of and the pending complaints; and

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF FINANCE (DR: BHAGWAT KARAD)

- (@a): Reserve Bank of India (RBI) has informed that had introduced the Banking Ombudsman Scheme (BOS) in the year 1995 with the objective of enabling resolution banks to facilitate the satisfaction or settlement of such complaints. The BOS was updated periodically to keep it relevant to the developments in the banking sector , For the last three-year period BOS, 2006 (as amended upto July 1, 2017) has been in force. On November 12, 2021, the Reserve Bank Integrated Ombudsman Scheme (RB-IOS) , 2021 has come into force. they

The number and nature of complaints received under the erstwhile BOS, 2006, for the last three years and in the current year upto November; 11, 2021 is given below in the table:

| Categories                           | 2018-19   | 2019-20   | 2020-21   | 2021-22 (upto November 11, 2021   |
|--------------------------------------|-----------|-----------|-----------|-----------------------------------|
| ATMIDebit Cards                      | 29,803    | 69,205    | 60,203    | 30,443                            |
| Mobile/Electronic Banking            | 12,051    | 39,627    | 44,385    | 28,120                            |
| Credit Cards                         |           | 26,616_   | 40,721    | 24,642                            |
| Failure to Meet Commitments          | 11,948    | 22,758    | 35,999    | 22,042                            |
| Non-observance of Fair Practice Code | 39,188    | 40,124    | 33,898    | 24,437                            |

| Levy of Charges without Prior Notice                                |          | 17,268   | 20,949   | 12,720   |
|---------------------------------------------------------------------|----------|----------|----------|----------|
| Loans and Advances                                                  | 6,380    | 14,731   | 20,218   | 11,241   |
| Non-adherence_to BCSBL Codes                                        | 5,921    | 11,758   | 14,490   | 4,567    |
| Deposit Accounts_                                                   | 8,520    | 10,188   | 8,580    | 6,121    |
| Pension Payments_                                                   | 7,331    | 6,884    | 4,966    | 4,253    |
| Remittances                                                         | 3,277    | 4,130    | 3,394    | 2,146    |
| DSAs and Recovery Agents_                                           | 602      | 1,474    | 2,440    | 1,622    |
| Para-Banking_                                                       |          | 1,134    | 1,236    | 760      |
| Notes and Coins                                                     | 799      | 551      | 332      | 189      |
| Others                                                              | 31,339   | 30,844   | 39,686   | 26,285   |
| Out of Purview of BO Scheme                                         | 5,956    | 9,412    | 10,250   | 6,383    |
| Total Notes:Year pertains to April to March of the_ respective_year | 1,84,732 | 3,06,704 | 3,41,747 | 2,05,951 |

(b): RBI has informed that all the complaints received during the 2018-19 to 2020-21 stand disposed. Out of the 2,05,951 complaints receivved in the year 2021-22 (upto 11.11.2021), 1,76,099 complaints have been disposed as on November 30, 2021. year

(c): RBI has reported that the share of the maintainable complaints received at the Offices of Banking Ombudsman (OBOs) being resolved through mutual agreementlsettlement between the parties on account of intervention by the Ombudsman has risen from 69.88% in 2018-19 to 72.73% in the year 2020-21. The year-wise information in this regard is as under:

| Sr.   | Year                | Percent of maintainable complaints resolved through mutual agreementlsettlement;   | Percent of maintainable complaints resolved through mutual agreementlsettlement;   |
|-------|---------------------|------------------------------------------------------------------------------------|------------------------------------------------------------------------------------|
|       | 2018-19 (July-June) |                                                                                    | 69.88%                                                                             |
| 2     |                     |                                                                                    | 72.34%                                                                             |
| 3     |                     |                                                                                    | 72.73%                                                                             |

Note: The financial year of the Reserve Bank has been aligned with the financial year of the Government of India with effect from July 1, 2021. Consequently, the data on resolution of   complaints for the 2020-21 pertains to nine-month period (July 1, 2020 to March 31,2021). year