RBI Governor Shaktikanta Das launched the Complaint Management System (CMS), a software application on Monday.
Speaking at the launch, the RBI Governor said that it aims to facilitate RBI’s grievance redressal process.
RBI Governor Shaktikanta Das said application also improves transparency by keeping the complainants informed through auto-generated acknowledgements and enabling them to track the status of their complaints and file appeals online against the decisions of the Ombudsmen, where applicable.
RBI Governor Shaktikanta Das informed that the RBI also plans to introduce a dedicated Interactive Voice Response (IVR) system for tracking the status of complaints.
The RBI Governor stressed that sustaining the confidence of consumers in banks and other financial service providers (FSPs) through prompt and effective grievance redressal, together with empowering customers through education is pivotal for maintaining trust in the banking system.