Accountable and Effective Governance through Grievance Redressal Mechanisms
In order to provide accountable and effective governance, institutions in India facilitate grievance redressal mechanisms for the speedy resolution of disputes. Grievance redressal is an important instrument to measure the effective functioning of the institutions. To make it easier, the institutions enable portals to lodge complaints, open channels between stakeholders and the institutions. Timely redressal of grievances achieves citizen-centric governance and improves public trust in the institutions.
Utilizing the Forum for Better Governance:
As a citizen, we can best utilise the forum to foster better governance and best utilisation of redressal practices.
RBI Ombudsman
Firstly, communicate your grievances to the concerned banks or any other financial institutions. If the grievances are not resolved, then proceed to the RBI ombudsman for faster resolution.
Filing a Complaint:
To file a complaint against Banks, Non-Banking Financial Companies (NBFCs) registered with RBI, Prepaid Payment Instruments (e.g., Paytm, Google Pay, etc.), RBI has launched a grievance redressal mechanism - the Integrated RBI Ombudsman. This service can be accessed without paying any fees to lodge complaints regarding deficiencies in services provided by financial institutions regulated by the RBI.
The complaints can be filed when the customer faces discrepancies in the utilization of ATM cards, Credit Cards (charges without prior notice, fraudulent transactions in undelivered credit cards), Net banking (unauthorized transactions), Loans (non-release of government subsidy on Educational Loans), and non-observance of the Fair Practice Code. Other grievances include Fund Transfers, delays in pension payments, non-reversal of funds due to wrong beneficiary transfer, QR code issues, violations of RBI directives related to charges, inappropriate behaviour of recovery agents, failure to provide new notes for damaged currency, levy of charges without prior notice, non-transparency in loan terms, repayment of deposits, and lack of communication about sanctioned loans and document release delays.
A complaint can be filed through any of the following methods:
- Online - on CMS portal of RBI at https://cms.rbi.org.in.
- Physical complaint (letter/post) in the form as specified in Annexure ‘A’ in the Scheme to “Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh - 160017”.
- Complaints with full details are mentioned below can be sent by email (crpc@rbi.org.in).
- Name of the complainant, age and gender;
- Full postal address of the complainant with personal e-mail ID, mobile number (mandatory to receive notifications), and landline number (if available);
- Name and address of the branch or office of the RE against which the complaint is filed;
- Complete facts giving rise to the complaint, including, transaction date and details, the details of the complainant’s account number, debit card or credit card number to the extent that they are relevant to the subject matter of the complaint;
- Date and details of the representation submitted to the RE for redressal of grievance and reply, if any, received from the RE;
- The nature and extent of the loss caused to the complainant(upto 1 lakh compensation can be claimed for mental agony); and
- The relief sought; along with
- Declaration that the complaint is not non-maintainable as per Clause 10 of the RB-IOS 2021.
SCORES
SCORES is an online platform for stock market traders and investors to lodge their complaints related to securities market. The complaints can be filed against listed companies and SEBI registered intermediaries within the period of 3 years from the date of cause of complaints.
The complaint can be filed in the web based centralised grievance system of SEBI.
Centralised Public Grievance Redress and Monitoring System (CPGRAMS)
CPGRAMS is a mechanism to receive and address consumer complaints regarding different products and schemes offered by the GoI or its agencies. The CPGRAMS portal has been developed by the Department of Administrative Reforms and Public Grievances of GoI. Government departments and banks are subordinate offices in this portal.
The grievances can be lodged at the official website https://pgportal.gov.in/
The above mentioned website is an online platform available to the citizens 24x7 to lodge their grievances to the public authorities on any subject related to service delivery. It is a single portal connected to all the Ministries/Departments of Government of India and States. Every Ministry and States have role-based access to this system. CPGRAMS is also accessible to the citizens through standalone mobile application downloadable through Google Play store and mobile application integrated with UMANG.
Tracking Grievances:
The status of the grievance filed in CPGRAMS can be tracked with the unique registration ID provided at the time of registration of the complainant.
The issues which are not covered in the portal such as RTI matters, religious matters, matters in court, grievances of govt employees.
Consumer Rights:
To read on Consumer Rights for Products buying in Online Sites/eCommerce.
Click
https://www.mindvoices.in/2020/09/consumer-rights.html
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