The Reserve Bank of India launched an application on its website for lodging complaints against banks and NBFCs with a view to improve customer experience in timely redressal of grievances. The Complaint Management System (CMS) is a software application to facilitate RBI’s grievance redressal process. Customers can lodge complaints against any regulated entity with public interface such as commercial banks, urban cooperative banks, Non-Banking Financial Companies (NBFCs). The complaint would be directed to the appropriate office of the Ombudsman/Regional Office of the RBI.
The CMS will be accessible on desktop as well as on mobile devices. The RBI also plans to introduce a dedicated Interactive Voice Response (IVR) system for tracking the status of complaints. Keeping the convenience of customers in mind, the CMS has been designed to enable online filing of complaints. Complainants can also voluntarily share feedback on their experience in obtaining redressal.
The data should also be used for undertaking root cause analyses with an objective of understanding their customer pain areas, behaviour and expectations so as to improve their services for maintaining customer loyalty. Data from CMS can be leveraged by the central bank for analytics which can be used for regulatory and supervisory interventions, if required.
Various dashboards provided in the application will help RBI to effectively track the progress in redressal of complaints. With the launch of CMS, the processing of complaints received in the offices of Ombudsman and Consumer Education and Protection Cells of RBI has been digitalised.