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Annual Report of Ombudsman Schemes, 2019-20

CONTENTS
S.N. Particulars
1. Select Abbreviations
2. Foreword
3. Executive Summary
4. Chapter 1 - Introduction to ombudsman schemes of RBI
  Banking Ombudsman Scheme, 2006
  Ombudsman Scheme for NBFCs, 2018
  Ombudsman Scheme for Digital Transactions, 2019
  Internal Ombudsman Scheme for Banks, 2018 and Non-bank System Participants, 2019
5. Chapter 2 - The Banking Ombudsman Scheme, 2006, as amended upto July 1, 2017: Activities during 2019-20
  Receipt of complaints
  Modes of receipt of complaints
  Population-group wise distribution of complaints
  Zone-wise distribution of complaints
  Complainant-group wise classification of complaints
  Bank- wise distribution of complaints
  Nature of complaints handled
  Disposal of complaints
  Mode of disposal of maintainable complaints
  Turn Around Time for disposal of complaints
  Grounds for rejection of maintainable complaints
  Age-wise classification of pending complaints
  Awards issued
  Appeals against decisions of the BOs
6. Chapter 3 - The Ombudsman Scheme for Non Banking Financial Companies, 2018: Activities during 2019-20
  Receipt of complaints
  Mode of receipt of complaints
  Complainant-group wise classification of complaints
  Category wise complaints received
  Nature of complaints received
  Disposal of complaints
  Mode of disposal of complaints
  ONBFCO wise position of complaints disposed
  Appeals
7. Chapter 4 - The Ombudsman Scheme for Digital Transactions, 2019: Activities during 2019-20
  Receipt of complaints
  Mode of receipt of complaints
  Zone wise distribution of complaints
  Complainant-group wise classification
  Entity wise classification
  Nature of complaints handled
  Disposal of complaints
  Mode of disposal of maintainable complaints
  Grounds for rejection of maintainable complaints
  Age-wise classification of pending complaints
  Appeals against the decisions of ODTs
8. Chapter 5 - Complaints received on CPGRAMS and applications under Right to Information Act, 2005
  Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
  Applications received under Right to Information Act, 2005
9. Chapter 6 - Other Developments
  Regulations: Important regulatory measures taken by the Reserve Bank
  Root Cause Analysis of major areas of complaints
  Awareness generation activities of ombudsmen and CEPD
  Winding down of the Banking Codes and Standards Board of India
  Status of implementation of the action plan set out in Utkarsh 2022 for the year 2019-20
  Conduct review of CEPCs for empowering them on the lines of ombudsmen
  Review the Internal Ombudsman Scheme for extension to NBFCs
  Review the ombudsman schemes for updation and effective implementation including through convergence
  Operationalize Interactive Voice Response System for online support to complainant
  Internal Ombudsman for Non-bank System Participants
  Way forward
10. Appendices
 
TABLES
Table No. Nomenclature
Table 2.1 Cost of handling a complaint
Table 2.2 Category wise distribution and share of complaints
Table 2.3 Breakup of ATM/ Debit Card complaints
Table 2.4 Breakup of complaints in ‘Others’ category
Table 2.5 Comparative position of disposal of complaints by OBOs
Table 2.6 Mode of disposal of maintainable complaints
Table 2.7 Grounds for rejection of maintainable complaints
Table 2.8 OBO wise position of Awards issued during 2019-20
Table 2.9 Position of Appeals
Table 2.10 OBO wise position of Appeals received during the year 2019-20
Table 3.1 Cost of handling a complaint 2019-20
Table 3.2 Mode of receipt of complaints
Table 3.3 NBFC category wise receipt of complaints at ONBFCOs in 2019-20
Table 3.4 Category-wise distribution of complaints
Table 3.5 Breakup of complaints in ‘Others’ category
Table 3.6 Position of customer complaints handled by ONBFCOs
Table 3.7 ONBFCO wise position of complaints
Table 3.8 Mode of disposal of maintainable complaints by ONBFCOs
Table 3.9 ONBFCO wise position of complaints
Table 3.10 Position of Appeals – ONBFCOs
Table 4.1 Number of complaints received by OODTs
Table 4.2 Position of customer complaints handled by OODTs
Table 4.3 Mode of receipt of complaints
Table 4.4 Entity type wise break-up of complaints at OODTs
Table 4.5 Category wise distribution of complaints
Table 4.6 Comparative position of disposal of complaints by OODTs
Table 4.7 Mode of disposal of maintainable complaints
Table 4.8 Grounds for rejection of maintainable complaints
Table 6.1 RCA-2020 – Major concerns, root causes identified and remedial action
 
CHARTS
Chart No. Chart Title
Chart 2.1 Number of complaints received during last three years by OBOs
Chart 2.2 OBO wise receipt of complaints
Chart 2.3 Average cost of handling a complaint
Chart 2.4 Mode of receipt of complaints
Chart 2.5 Digital Vs Non-digital mode of lodging complaint
Chart 2.6 Population group-wise distribution of complaints received during 2019-20
Chart 2.7 Zone wise receipt of complaints
Chart 2.8 Bank-group wise classification of complaints
Chart 2.9 Bank-group wise average digital complaints per lakh digital transactions
Chart 2.10 Volume of complaints received under BOS
Chart 2.11 Reasons for non-maintainable complaints
Chart 2.12 Category-wise percentage of rejected complaints to maintainable complaints
Chart 3.1 ONBFCO wise receipt of complaints
Chart 3.2 Mode of receipt of complaints
Chart 3.3 NBFC category-wise receipt of complaints at ONBFCOs in 2019-20
Chart 3.4 Reasons for non-maintainable complaints
Chart 4.1 Number of complaints received by OODTs
Chart 4.2 OODT wise receipt of complaints
Chart 4.3 Mode of receipt of complaints
Chart 4.4 Zone wise receipt of complaints
Chart 4.5 Share of complaints - Entity type
Chart 4.6 Reasons for non-maintainable complaints
 
BOX ITEMS
Box No. Box Title
Box 2.1 Digital complaints at OBOs
Box 2.2 An analysis of rejected maintainable complaints
Box 6.1 Recommendations of the Committee to Review the Ombudsman Schemes
 
APPENDICES
Appendix No. Appendix Title
Appendix 2.1 OBO wise receipt of complaints in the last three years
Appendix 2.2 OBO wise position of customer complaints handled during last three years
Appendix 2.3 OBO wise cost for the year 2019-20
Appendix 2.4 Mode of receipt of complaints
Appendix 2.5 Population-group wise distribution of complaints received
Appendix 2.6 Nature of complaints across population groups
Appendix 2.7 Zone wise distribution of complaints
Appendix 2.8 Complainant-group wise classification
Appendix 2.9 Bank-group wise classification
Appendix 2.10 OBO wise position of complaints disposed during 2019-20
Appendix 2.11 OBO wise break-up of maintainable complaints during 2019-20
Appendix 2.12 Bank wise maintainable complaints disposed during 2019-20
Appendix 2.13 TAT of complaints disposed - category wise (in days)
Appendix 2.14 Age wise classification of pending complaints
Appendix 3.1 Complaints received by ONBFCOs
Appendix 3.2 Complainant-group wise complaints received
Appendix 3.3 Entity wise list of total complaints received, and maintainable complaints disposed during 2019-20
Appendix 4.1 Office wise receipt of complaints by OODTs
Appendix 4.2 Zone wise distribution of OODT complaints
Appendix 4.3 Complainant-category wise receipt of complaints at OODTs
Appendix 4.4 Office wise receipt and disposal of complaints received at OODTs during the year
Appendix 4.5 OODT wise distribution of maintainable complaints
Appendix 4.6 Position of complaints pending at the end of the year at OODTs (as on June 30, 2020)
Appendix 5.1 Position of complaints received through CPGRAMS
Appendix 5.2 Applications received by OBOs under RTI Act, 2005
Appendix 6.1 Important notifications relating to Customer Service issued by the RBI in 2019-20
Appendix 6.2 Number of awareness programmes conducted during July 1, 2019 to June 30, 2020
 
ANNEXURES
Annexure No. Annexure Title
Annexure 1 Statement of complaints received by the OBOs for the period 2019-20
Annexure 2 Statement of complaints received by the ONBFCOs for the period 2019-20
Annexure 3 Statement of complaints received by the OODTs for the period 2019-20

SELECT ABBREVIATIONS

AA Appellate Authority BSBDA Basic Savings Bank Deposit Account
ADR Alternative Dispute Resolution CDD Customer Due Diligence
AFA Additional Factor of Authentication CDES Currency Distribution and Exchange Scheme
AI Artificial Intelligence CEPC Consumer Education and Protection Cell
APBS Aadhaar Payment Bridge System CEPD Consumer Education and Protection Department
ATM Automated Teller Machine CIBIL Credit Information Bureau of India Limited
BBPCU Bharat Bill Payment Central Unit CMS Complaint Management System
BBPOU Bharat Bill Payment Operating Unit CNP Card Not Present
BBPS Bharat Bill Payment System CPGRAMS Centralized Public Grievance Redress and Monitoring System
BC Business Correspondent CTS Complaint Tracking System
BCSBI Banking Codes and Standards Board of India DG Deputy Governor
BO Banking Ombudsman DLA Digital Lending Applications
BOS Banking Ombudsman Scheme ECS Electronic Clearing Service
EMI Equated Monthly Instalment PB Payment Bank
FPC Fair Practices Code PD Primary Dealer
FRC First Resort Complaint PIN Personal Identification Number
IMPS Immediate Payment System PMAY Pradhan Mantri Awas Yojana
IO Internal Ombudsman PMJDY Pradhan Mantri Jan Dhan Yojana
IWG Internal Working Group PML Prevention of Money Laundering
IRDAI Insurance Regulatory and Development Authority of India POS Point of Sale
NBFCO NBFC Ombudsman PPI Prepaid Payment Instrument
NEFT National Electronic Funds Transfer QR Quick Response
NETC National Electronic Toll Collection RBI Reserve Bank of India
OBOs Offices of Banking Ombudsmen RCA Root Cause Analysis
ODT Ombudsman for Digital Transactions RE Regulated Entity
OSDT Ombudsman Scheme for Digital Transactions RRB Regional Rural Bank
OSNBFC Ombudsman Scheme for NBFCs RTGS Real Time Gross Settlement
ONBFCO Office of the NBFC Ombudsman RTI Right to Information
PAN Permanent Account Number SMS Short Message Service
SARFAESI Securitisation and Reconstruction of Financial Assets and Enforcement of Securities Interest Act TAT Turn Around Time
SBI State Bank of India TRAI Telecom Regulatory Authority of India
SEBI Securities and Exchange Board of India UCB Urban Cooperative Bank
SCB Scheduled Commercial Bank UPI Unified Payments Interface
SFB Small Finance Bank V-CIP Video based Customer Identification Process
S-UCB Scheduled Urban Cooperative Bank XML eXtensible Markup Language
SLBC State Level Bankers Committee Y-o-Y Year-on-Year

FOREWORD

Img1

Financial consumer protection is an increasingly important policy priority across jurisdictions. The G20 OECD ‘High Level Principles (HLPs) on Financial Consumer Protection (FCP)’, which underscore the significance of consumer protection for stability and growth, serve as a benchmark for the design and implementation of national frameworks. RBI maintains material compliance with the HLPs and actively contributes to global deliberations and initiatives on consumer protection.

The year 2019-20 was challenging for financial consumers who were vulnerable to the adverse consequences of the pandemic. The uninterrupted functioning of the Ombudsman offices through the exigent situation was commendable. Despite 64.97% increase in the volume of complaints, the Ombudsman offices maintained a higher than 92% disposal rate, which RBI will strive to further improve.

Consumer awareness initiatives were aligned to the emergent needs to extensively disseminate germane messages on safe digital banking and limited liability of customers. The Internal Ombudsman Scheme was extended to Non-bank System Participants that are issuers of Pre-paid Payment Instruments to strengthen their internal grievance redressal mechanism.

Going forward, RBI will endeavor to further enhance the efficacy of the alternate grievance redressal mechanism in line with international best practices. A framework for education, with a focus on consumer protection, will be formalized to augment awareness initiatives.

This Annual Report provides an analysis of the complaints received and resolved, including a Root Cause Analysis of complaints and the corrective actions initiated.

I hope this Report would be informative and useful for all stakeholders.

(M K Jain)


EXECUTIVE SUMMARY

The grievance redressal machinery of Reserve Bank of India (RBI) functioned with round-the-clock availability, leveraging on the capabilities of the state-of-the-art Complaint Management System (CMS). The CMS platform, which was launched in June 2019, brought all stakeholders viz RBI, the Regulated Entities (REs) and complainants on one web-based platform; and digitalized the entire process of complaint handling at RBI. Despite an increase of 64.97% in the receipt of complaints under the three Ombudsman Schemes, from 2,00,362 complaints in 2018-19 to 3,30,543 complaints in 2019-20, disposal rate of more than 92% was achieved.

Banking Ombudsman Scheme

2. The Banking Ombudsman Scheme (BOS) was notified by RBI in 1995 under Section 35A of the Banking Regulation Act, 1949. As on date, Scheduled Commercial Banks (SCBs), Scheduled Primary Urban Co-operative Banks, Regional Rural Banks (RRBs), Small Finance Banks (SFBs) and Payment Banks (PBs) are covered under the Scheme. It is administered by RBI through 22 Offices of Banking Ombudsman (OBOs) covering all states and union territories.

3. A brief analysis of the complaints handled under BOS is as follows:

i. The complaints received at OBOs during the year 2019-20 recorded an increase of 57.54% Year-on-Year (Y-o-Y), leading to a total of 3,08,630 complaints as compared to 1,95,901 complaints received during 2018-19. Of these, 85.65% were received electronically i.e. through the online portal CMS and though email, as against 72.19% in the previous year.

ii. The disposal rate for 2019-20 declined marginally to 92.36%, as against 94.03% in 2018-19, amidst the surging inflow of complaints with the available human resources remaining the same during the year.

iii. Complaints related to (a) ATM/ Debit Cards and (b) Mobile/ Electronic banking overtook those pertaining to non-observance of Fair Practices Code (FPC) as the major grounds of complaints during the year. Their share in the total complaints received in 2019-20 was 21.97% and 13.38%, respectively, while the share of complaints relating to non-observance of FPC stood at 11.73%. The figures against these grounds during the previous year were 18.65%, 7.55% and 19.17%, respectively.

iv. Complaints received on grounds relating to Credit Cards, failure to meet commitments, levy of charges without notice, loans and advances and non-adherence to the Banking Codes and Standards Board of India (BCSBI) Codes increased this year vis-à-vis the previous year. The number of complaints pertaining to ‘Direct Sales Agent (DSA) and recovery agents’ increased from 629 complaints in 2018-19 to 1,406 complaints this year.

v. Of the total maintainable complaints, the share of complaints resolved by agreement i.e. through intervention of OBOs, mediation and conciliation increased from 69.88% in 2018-19 to 72.34% in 2019-20.

vi. The number of appeals received decreased from 78 in 2018-19 to 63 in 2019-20.

vii. The average cost of handling a complaint decreased by 23.31%, from ₹3,145/- in 2018-19 to ₹2,412/- in 2019-20. The reduction was mainly due to the handling of increased volume of complaints by the OBOs with the same level of resources as available during the previous year.

Ombudsman Scheme for Non-Banking Financial Companies

4. The Ombudsman Scheme for Non-Banking Financial Companies (OSNBFC) was notified by RBI under Section 45L of the RBI Act, 1934 on February 23, 2018. The Scheme is applicable to (a) Non-Banking Financial Companies (NBFCs) which are authorised to accept deposits; and (b) Non-deposit taking NBFCs (NBFC-NDs) having customer interface, with an asset size of ₹100 crore or above, as on the date of the audited balance sheet of the previous financial year. The Scheme is administered from the Offices of the NBFC Ombudsman (ONBFCOs) in four metro centers viz. Chennai, Kolkata, Mumbai, and New Delhi for handling complaints from the respective zones.

5. A brief analysis of the complaints handled by ONBFCOs during the year is as follows:

i. The receipt of complaints at ONBFCOs gained momentum with 19,432 complaints received during 2019-20 as compared to 3,991 in 2018-19, an increase of 386.89%. Of the complaints received during 2019-20, 93.16% were received electronically, i.e. through the online CMS portal and through email.

ii. Non-adherence to FPC constituted 36.29% of the complaints received, followed by non-observance of RBI directions (18.56%), lack of transparency in contract/loan agreement (8.77%) and levy of charges without notice (8.38%).

iii. The disposal rate stood at 95.34% in 2019-20 as compared to 99.10% in 2018-19.

iv. Of the total maintainable complaints, 71.12% were resolved through mutual settlement/ agreement i.e. through intervention of the ONBFCOs, mediation and conciliation.

v. One appeal was received against the decision of the NBFC Ombudsman (NBFCO) during 2019-20.

Ombudsman Scheme for Digital Transactions

6. The Ombudsman Scheme for Digital Transactions (OSDT), was notified by RBI under Section 18 of the Payment and Settlement Systems Act, 2007 on January 31, 2019. The Scheme is applicable to Non-bank System Participants1 (issuers of Pre-paid Payment Instruments (PPIs)) regulated by RBI. The Offices of Ombudsman for Digital Transactions (OODTs) function from all the existing OBOs, and handle complaints of customers in their respective territorial jurisdiction.

7. A brief analysis of complaints handled by OODTs during the year is as follows:

i. The number of complaints received at OODTs rose from 470 in the five months of operation during 2018-19, to 2,481 in 2019-20, of which 99.40% were received through electronic means.

ii. Non-adherence to RBI/ System Provider instructions on payment transactions through Unified Payment Interface (UPI)/ Bharat Bill Payment System (BBPS)/ Bharat Quick Response (QR) Code, with 43.89% of complaints, was the major ground of complaints, followed by Mobile/ Electronic transfers (24.10%), non-reversal of funds due to wrong beneficiary transfer by the System Participant (8.79%) and non-adherence to RBI guidelines for PPIs (7.98%).

iii. The disposal rate stood at 90.92% in 2019-20. Of the maintainable complaints, 56.12% were disposed through mutual settlement/ agreement i.e. through intervention of the OODTs, mediation and conciliation.

iv. No appeal was received against the decisions of the Ombudsmen for Digital Transactions (ODT) during 2019-20.

Developments during the year

8. During the year, Consumer Education and Protection Department (CEPD) took the following initiatives for improving the level of services rendered by Regulated Entities (REs) and further strengthening the grievance redressal:

  1. In line with the Internal Ombudsman (IO) Scheme for banks, 2018, the IO Scheme was extended to Non-bank System Participants (issuers of PPIs) with more than one crore outstanding PPIs as at the end of the previous financial year.

  2. Root Cause Analysis (RCA) of the complaints received in RBI during 2019-20 was undertaken to identify the major concerns and systemic issues, their root causes, and to formulate remedial measures to address the concerns.

  3. A ‘Review of the Ombudsman Schemes for updation and effective implementation, including through convergence’ was conducted by an In-house Committee. The recommendations covering, inter alia, convergence of the three Schemes, bringing all REs with retail customers under the ambit of the converged Scheme, measures for reduction in Turn Around Time (TAT) for disposal of complaints, and improving effectiveness in resolution of consumer complaints; are under consideration.

  4. Education and awareness campaigns were undertaken through print and electronic media for the benefit of customers of REs/ members of public.

  5. The RBI-Ombudsmen conducted 26 Town Hall (TH) events and 113 awareness programmes during the year focused on avenues of grievance redressal and consumer protection issues.

Way forward

9. During the period July 2020 to March 2021, the recommendations of the Committee to review the Ombudsman Schemes will be examined and taken up for implementation. The capabilities of CMS will be enhanced for more efficient redressal and the Interactive Voice Response System (IVRS) content will be enriched for better user engagement. The education and awareness efforts with a focus on consumer protection issues will be intensified, for which a framework for consumer education will be put in place to meet the needs arising from increased digitization and challenges in banking space. The IO Scheme for NBFCs is being reviewed for select applicability, and a disincentive framework for banks deficient in grievance redressal is being finalized.


Chapter 1
Introduction to the Ombudsman Schemes of RBI

The BOS was launched in the year 1995. It has undergone five revisions and also forms the basis for launch of OSNBFC in 2018 and OSDT in 2019. In the year 2015, the Internal Ombudsman (IO) mechanism was mandated for select banks. In 2018, the IO Scheme was extended to all Scheduled Commercial Banks (excluding Regional Rural Banks) with more than 10 banking outlets in India; and in 2019 to Non-bank System Participants with more than one crore outstanding Prepaid Payment Instruments (PPIs) as on March 31 of the previous year.

1.1 The Ombudsman Schemes of RBI constitute the cornerstone of supply side intervention for ensuring consumer protection through effective grievance redressal for customers of REs. Operated directly under the aegis of RBI as a free Alternative Dispute Resolution (ADR) mechanism to customers as well as REs, the Ombudsman Schemes present a structured framework for redressal of complaints not settled by the REs falling within the ambit of the Schemes viz commercial banks - Public, Private and Foreign, RRBs, Scheduled Urban Cooperative Banks (S-UCBs), SFBs and PBs falling under the BOS, all deposit taking Non-Banking Financial Companies (NBFC-Ds) and NBFC-NDs with customer interface and asset size exceeding ₹100 crore falling under the OSNBFC and non-bank issuers of PPIs falling under the OSDT. There was an increase of 64.97% in the receipt of complaints under the three Ombudsman Schemes, from 2,00,362 complaints in 2018-19 to 3,30,543 complaints in 2019-20. Of these, 86.19% were received electronically i.e. through the CMS online portal and email. Despite surge in receipt of complaints, disposal rate of more than 92% was achieved. 72.27% of the maintainable complaints were resolved through mediation and conciliation.

Banking Ombudsman Scheme, 2006

1.2 BOS was introduced in the year 1995 for expeditious and inexpensive redressal of customers’ grievances against deficiencies in services provided by banks. The Scheme is presently administered through 22 OBOs with specific jurisdiction covering the entire country. The BOS has undergone five revisions since its inception to keep it relevant to the changing landscape of the banking sector.

1.3 The first revision of BOS, 1995 came into effect on June 14, 2002. Under BOS 2002, a review option was provided to banks against an Award passed by the Banking Ombudsman (BO), the BO’s role was expanded by allowing him/ her to arbitrate in individual disputes of under ₹ 10 lakh, and RRBs were brought within the ambit of the Scheme.

1.4 BOS, 2002 was revised with effect from January 01, 2006. BOS, 2002 was funded by the participant banks and staffed by the State Level Bankers’ Committee (SLBC) Convener Banks and RBI. Under BOS, 2006, RBI took over the funding and staffing of the OBOs to increase accountability. The arbitration clause of BOS, 2002 was taken away to enable BOs to focus on the resolution of complaints under the Scheme. BOS, 2006 permitted online mode of submission of complaints and included new grounds of complaints - Credit Card complaints, deficiencies in providing the promised services, levying of service charges without prior notice and non-adherence to FPC. Further, the 'Review’ mechanism of BOS, 2002, which was made available to banks was replaced with a provision for ‘Appeal’ against the Awards passed by the BOs.

1.5 BOS, 2006 was amended with effect from May 24, 2007 whereby, complainants were allowed to file an Appeal against the decision of the BOs in the case of rejection of their complaints on certain grounds. Prior to this amendment, bank customers could appeal only against the Awards given by the BOs. This was followed by the addition of new grounds with effect from February 3, 2009: a) Non-adherence to the ‘Code of Bank's Commitments to Customers’ issued by BCSBI; b) Non-observance of RBI guidelines on engagement of recovery agents by banks; c) Complaints on internet banking.

1.6 The major amendments in the BOS 2006 made with effect from 2017 were (i) pecuniary jurisdiction of the BO for issuing an Award was increased from ₹10 lakh to the sum equivalent to value of amount under dispute and a compensation ₹20 lakh or the actual loss suffered, whichever is lower; (ii) compensation of ₹1 lakh for loss of time, expenses, harassment, and mental anguish, which was available only for Credit Card complaints was extended to all complaints; (iii) inclusion of additional grounds on mis-selling and Electronic/ Mobile banking; and (iv) widening the scope of appeals. The procedures for settlement of a complaint by agreement were also simplified by laying down the detailed process to be followed by the BO.

1.7 The significance of the BOS as ADR is reflected in the volume of complaints handled under the Scheme over the years, which has gone up from less than 5,000 complaints in 1999-2000 (4,994) to 3,08,630 in 2019-20. The details of the complaints handled and redressed under BOS, 2006 during the year are covered in Chapter 2.

Ombudsman Scheme for NBFC, 2018

1.8 The OSNBFC, designed on the lines of BOS, 2006 was launched on February 23, 2018. At the time of its launch, the OSNBFC covered NBFC-Ds registered with the RBI. NBFC-NDs with customer interface and having an asset size of ₹ 100 crore and above were brought within the ambit of OSNBFC with effect from April 26, 2019. The ONBFCOs are functioning at the four metro centres viz. Chennai, Kolkata, Mumbai and New Delhi and handle complaints of customers of NBFCs in the respective zones, to cover the entire country.

1.9 The number of complaints received in ONBFCOs increased from 675 complaints received during February 01, 2018 – June 30, 2019 to 3,991 complaints during 2018-19 and to 19,432 complaints in 2019-20. The details of the complaints and their redressal under the OSNBFC are covered in Chapter 3.

Ombudsman Scheme for Digital Transactions, 2019

1.10 The OSDT, launched on January 31, 2019 has also been formulated on the lines of BOS, 2006 and covers Non-bank System Participants (issuers of PPIs) regulated by RBI. Complaints relating to digital transactions conducted through banks continue to be handled under the BOS, 2006. The OODTs function from all the existing OBOs and handle complaints from customers in their respective territorial jurisdictions.

1.11 The number of complaints received in the OODTs has gone up from 470 complaints in February 2019 – June 30, 2019 to 2,481 in 2019-20. The details of the complaints handled and redressed under the Scheme are covered in Chapter 4.

Internal Ombudsman Scheme for Banks, 2018 and Non-bank System Participants, 2019

1.12 While the Ombudsman Schemes offer an opportunity to the customers of REs covered under their ambit to seek redressal of grievances not resolved to their satisfaction, the RBI has also instituted the IO mechanism for strengthening the internal grievance redressal machinery of REs. At present, all SCBs, excluding RRBs, with more than 10 banking outlets in India are covered under the IO Scheme for Banks, 2018. Similarly, all non-bank issuers of PPIs with more than one crore PPIs outstanding as at the close of March 31, 2019 are covered under the ambit of IO Scheme for Non-bank System Participants, 2019.


Chapter 2
The Banking Ombudsman Scheme, 2006, as amended upto July 01, 2017: Activities during 2019-20

The number of complaints received by the 22 OBOs during 2019-20 rose by 57.54%, and the OBOs handled 58.69% more complaints as compared to the previous year. Complaints relating to digital modes of transactions were the highest, constituting 44.66% of the total complaints received, surpassing violation of non-observance of FPC as the top category of complaints received at OBOs. The majority (72.34%) of the maintainable complaints were resolved through mediation. During the year, 68 Awards were issued by BOs. Sixty-three Appeals were received against the decisions of the BOs. Of these, 29 Appeals were against Awards passed by the BOs and 34 were Appeals made by customers against the rejection of their complaints.

Receipt of complaints

2.1 During the year 2019-20, there was an increase of 57.54% over the previous year in receipt of complaints under BOS. The year-wise number of complaints received at OBOs in last three years is given in Chart 2.1.

Chart 2.1

2.2 The OBO wise receipt of complaints, given at Appendix 2.1, shows that OBO, Chandigarh received the maximum number of complaints (31,594) during 2019-20, accounting for 10.24% of the total complaints received by the OBOs, followed by OBO, Kanpur (23,895) and OBO, New Delhi II (20,817) accounting respectively for 7.74% and 6.74% of total complaints received by the OBOs.

2.3 Complaints received in 2019-20 at OBO, New Delhi III, set up on July 01, 2019 stood at 9,589 (5.88% of total complaints received by OBOs). Consequently, complaints received at OBO, New Delhi I witnessed a decline of 46.13% (from 33,690 complaints in 2018-19 to 18,147 complaints in 2019-20) during the year.

2.4 OBOs at Bhopal, Chandigarh, Patna, and Ranchi witnessed more than 100% Y-o-Y growth in the number of complaints received in 2019-20. A comparative position of complaints received by OBOs during the last three years is given in Chart 2.2.

Chart 2.2

2.5 The number of complaints handled by the OBOs in the year 2019-20 rose by 58.69% to 3,20,6992 in comparison to 2,02,083 complaints of the previous year. The position of customer complaints handled by OBOs in the last three years is given at Appendix 2.2.

2.6 During the year, in line with the trend observed over the last three years, the average cost of handling a complaint declined from ₹3,145/- to ₹2,412/-, as evident from Chart 2.3 and Table 2.1. The decline was largely due to the increase in the volume of complaints with the human resources for handling these complaints remaining at the same level.

Chart 2.3
 
Table 2.1 - Cost of handling a complaint
Year-> 2017-18 2018-19 2019-20
Total Cost (₹ Crore) 61.2 63.55 77.36
No of complaints handled 1,74,805 2,02,083 3,20,699
Average Cost (₹) 3,504 3,145 2,412

2.7 The OBO wise cost for the year 2019-20 is given at Appendix 2.3. Considering the fixed costs involved, the offices having lesser inflow of complaints show higher cost of handling a complaint.

Modes of receipt of complaints

2.8 Complaints were received in the OBOs through various modes, predominantly through the online portal (i.e., the CMS). The other modes were e-mails, hand delivery, post, courier and fax. With the launch of CMS, physical lodgment of complaints has declined from 27.81% to 14.36% of the total complaints received during the year. A comparative position of the various modes through which the complaints were received during the last three years is given at Appendix 2.4 and depicted in Chart 2.4 below:

Chart 2.4

2.9 The trend of complainants shifting to online mode is indicative of not only of the ease in filing complaints on CMS, as compared to the earlier portal - Complaint Tracking System (CTS), but as also is the result of intensive awareness campaigns undertaken by RBI. During the year, 85.65% of the complaints were filed using the digital mode of which 35.56% were through e-mails and 50.09% were using CMS. The trend of digital versus non-digital modes of lodgment of complaints during the last three years is given in Chart 2.5 below:

Chart 2.5

Population-group wise distribution of complaints

2.10 There was a significant Y-o-Y increase in the number of complaints received from metropolitan areas (176.75%) and the semi urban areas (138.21%). An upward trend was also observed in complaints from rural areas (35.50%), however, the complaints received from urban areas during the year decreased by 26.03% over the previous year. The population-group wise distribution of complaints received during the year is given in Chart 2.6 below and in Appendix 2.5.

Chart 2.6

2.11 Under each of the grounds of complaints listed under the BOS (with exception of pension and loans and advances), the maximum number of complaints were received from metropolitan centres, followed by urban, semi-urban and rural centres as given in Appendix 2.6. It can be inferred that the complaints rise proportionately with the size of population, bank branches and awareness among the public.

Zone wise distribution of complaints

2.12 Continuing the trend and owing to huge volume of complaints received at OBOs of New Delhi, Chandigarh and Dehradun, the North zone accounted for the maximum share of complaints (42.63%) in 2019-20, followed by West zone (23.20%) and South zone (20.36%). East zone (13.81%) continued with least share of complaints despite OBOs like Patna and Ranchi showing a marked increase in the number of complaints received. In terms of growth of complaints, the West zone registered the highest Y-o-Y growth at 74.28%, followed by South zone (65.24%) and East zone (51.34%). The zone wise distribution of complaints received is depicted in Chart 2.7 below and Appendix 2.7.

Chart 2.7

Complainant-group wise classification of complaints

2.13 Individual customers, despite showing a drop from the previous year in the percentage share in total complaints, constituted the largest segment (84.75%) of complainants during the year 2019-20, followed by individual-business (3.29%) and others (3.16%). Complaints lodged by senior citizens stood at 2.64% of total complaints as compared to 0.68% in the previous year. Appendix 2.8 provides the complainant-group wise classification of complaints for the last three years.

Bank-group wise classification of complaints

2.14 The bank group-wise classification of complaints received by OBOs during the last three years is indicated in Chart 2.8

Chart 2.8

2.15 The share of total complaints received against SBI and nationalised banks have decreased from 61.90% in 2018-19 to 59.65% in 2019-20, while the share of Private Sector Banks increased from 28.04% of the total complaints received last year to 31.96% during current year. The RRBs and Scheduled Primary Urban Cooperative Banks together accounted for 1.96% of the total complaints, compared to 1.87% in the previous year. Complaints against the entities like PBs and SFBs stood at 1.69% compared to 0.09% during the previous year. The share of complaints against Foreign banks declined from 2.14% in 2018-19 to 1.92% in 2019-20 and complaints against entities that are not covered under the BOS declined from 5.15% in 2018-19 to 2.82% during the year under review. The bank-group wise classification of complaints received during the last three years is detailed at Appendix 2.9.

Nature of complaints handled

2.16 Clause 8 of the BOS, 2006 specifies the grounds under which a customer can file a complaint before the BO. Table 2.2 categorizes complaints received on the grounds of deficiency in banking services as specified under Clause 8.

Table 2.2 – Category-wise distribution and share of complaints
Category Complaints received
2017-18 2018-19 2019-20
ATM / Debit Cards 24,672 36,539 67,800
15.08% 18.65% 21.97%
Mobile / electronic banking 8,487 14,794 41,310
5.19% 7.55% 13.38%
Non-observance of FPC 36,146 37,557 36,215
22.10% 19.17% 11.73%
Credit Cards 12,647 13,274 28,713
7.73% 6.78% 9.30%
Failure to meet commitments 11,044 13,332 25,036
6.75% 6.81% 8.11%
Levy of charges without prior notice 8,209 8,391 18,558
5.02% 4.28% 6.01%
Loans and advances 6,226 7,610 16,437
3.81% 3.88% 5.33%
Non-adherence to BCSBI Codes 3,962 5,981 14,194
2.42% 3.05% 4.60%
Deposit Accounts related 6,719 10,844 8,778
4.11% 5.54% 2.84%
Pension payments 7,833 7,066 6,307
4.79% 3.61% 2.04%
Remittances 3,330 3,451 4,045
2.04% 1.76% 1.31%
DSAs and recovery agents 554 629 1,406
0.34% 0.32% 0.46%
Para banking 579 1,115 1,117
0.35% 0.57% 0.36%
Notes and Coins 1,282 480 514
0.78% 0.25% 0.17%
Others 26,219 28,330 29,204
16.03% 14.46% 9.46%
Out of purview of BOS 5,681 6,508 8,996
3.47% 3.32% 2.91%
Total 1,63,590 1,95,901 3,08,630
Note: Figures in % indicate the percentage to total complaints of the respective year

2.17 Complaints on non-observance of FPC constituted the largest number of complaints in 2017-18 and 2018-19. However, in the year 2019-20, complaints related to ATM/ Debit Cards surpassed FPC as the ground with the highest number of complaints. The upsurge in complaints related to Credit Cards and Mobile/ Electronic Banking was also observed.

2.18 Of the ATM / Debit Card complaints, a major sub-category was ‘Account debited but cash not dispensed by ATMs’ with a share of 46.95% in the ATM related complaints (Table 2.3). The share of complaints under sub-category ‘Debit in account without use of the card or details of the card’ increased substantially from 12.27% to 23.23% of the total ATM / Debit Card complaints.

Table 2.3 Breakup of ATM/ Debit Card complaints
Sub-Category 2017-18 2018-19 2019-20
Non-payment of cash / account debited but cash not dispensed by ATMs 14,691 19,366 31,832
8.98% 9.89% 10.31%
Debit in account without use of the card or details of the card 2,356 4,481 15,752
1.44% 2.29% 5.10%
Use of stolen / cloned cards 2117 4,961 7,511
1.29% 2.53% 2.43%
Account debited more than once for one withdrawal in ATMs or for POS transaction 965 1,288 2,687
0.59% 0.66% 0.87%
Short payment of cash / less or excess amount of cash dispensed by ATMs 1,166 1,186 1,613
0.71% 0.61% 0.52%
Others 3,377 5,257 8,405
2.06% 2.68% 2.72%
Sub-total 24,672 36,539 67,800
15.08% 18.65% 21.97%
Total complaints received 1,63,590 1,95,901 3,08,630
Note: Figures in % indicate percentage to total number of complaints of respective year

2.19 Complaints on grounds relating to digital transactions (Mobile / Electronic banking, ATM / Debit Cards and Credit Cards) rose from 64,607 in 2018-19 to 1,37,823 complaints in 2019-20 and accounted for 44.66% of total complaints, as compared to 32.98% in the previous year. The number of these complaints is increasing and is an area of concern for RBI [Box 2.1].

Box 2.1: Rising digital complaints along with rising digital transactions

The volume of digital transactions has gone up across all electronic modes over the years. The rising transactions in the digital space have inevitably led to rising complaints relating to deficiency of such services provided by banks.

During the year 2019-20, 44.66% (1,37,823) of the total complaints (3,08,630) against banks received under BOS, 2006 related to digital services like ATM/ Debit/ Credit Card and Mobile/ Electronic transactions. The distribution of receipt of digital complaints across OBOs in the year 2019-20 is represented in Figure 1.

Figure 1

The receipt of digital complaints was the highest in the Ombudsman Offices in New Delhi (25,498 complaints), followed by Mumbai (17,207), Kanpur (11,349), Chandigarh (11,283) and Ahmedabad (7,594). Of the total complaints received during the year 2019-20, 9.3% related to Credit Cards, of which 61.85% were against Private Sector Banks. Granulating further, 67.20% of the Credit Card complaints against Private Sector Banks originated from the metropolitan regions, which can be attributed to the very low penetration of Credit Cards in the rural areas.

In respect of complaints related to ATM/ Debit Cards, which accounted for 21.97% of the total complaints, the share against ‘Debit in account without use of card or details of card’ has grown by 247.51% Y-o-Y.

In order to assess the grievance redressal machineries of banks with regard to digital complaints, an analysis of maintainable complaints received against bank-groups relating to digital services like ATM/ Debit/ Credit Card and Mobile/ Electronic transactions was made vis-a-vis the respective transaction volumes during the year. The Chart 2.9 below shows the average number of total complaints and the maintainable complaints received against every one lakh electronic transactions executed through the respective banks.

Chart 2.9

With the objective of reducing complaints relating to digital services and improving the efficacy of the grievance redressal machineries of the Regulated Entities, the Reserve Bank has taken various initiatives including issue of guidelines relating to ‘Charter of Customer Rights’ dated December 03, 2014, ‘Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems’ dated September 20, 20193 and ‘Online Dispute Resolution (ODR) System for Digital Payments’ dated August 6, 20204. Further, to address the issue of non-maintainability of digital complaints received at the OBOs, which is high at around 45%, several initiatives for creating awareness regarding the Ombudsman Schemes and safe banking practices are being taken up.

2.20 Complaints relating to ‘Loans and Advances’ constituted 5.33% of the total complaints received and generally pertained to delay in sanction, disbursement, non-observance of prescribed time schedule for disposal of loan applications, non-acceptance of application without valid reason, etc.

2.21 Complaints on ‘deposit accounts’ constituted 2.84% of the total complaints received, witnessing a considerable decline of 19.05% on Y-o-Y basis. The complaints were mainly on grounds of delay in credit, non-credit of proceeds to party’s account, non-payment of deposit or non-observance of the RBI directives and wrong application of rate of interest on deposits in savings or other accounts, etc.

2.22 During the year, 2.04% of the total complaints received related to ‘Pension Payments’ as compared to 3.61% in the previous year. This decline is seen in absolute number as well. The BOs emphasize upon the banks to deal with grievances of the pensioners in a sensitive manner. Continuous efforts will be ensured to bring the number of complaints further down in future as well through improved services to the pensioners.

2.23 In 2019-20, 1.31% of the complaints received related to ‘Remittances’ such as non-payment/ inordinate delay in the payment or in the collections of cheques, drafts, bills etc.

2.24 OBOs also received 2.91% of the complaints which were ‘Out of purview’ of the Scheme and were closed as non-maintainable. The share of such complaints stood at 3.32% in the previous year.

2.25 Complaints under ‘Others’ category declined to 9.46% in 2019-20 from 14.46% in 2018-19 as detailed in Table 2.4.

Table 2.4 – Break-up of complaints in ‘Others’ category
Break-up of complaints in ‘Others’ category
Sub-Category 2017-18 2018-19 2019-20
Non-adherence to RBI directives on:      
I. Banking or other services 5,669 6,571 3,944
3.47% 3.35% 1.28%
II. Interest rates (Loans and Advances) 1,226 1,193 1,946
0.75% 0.61% 0.63%
III. Any other direction or instruction as may be specified by the RBI on Loans and Advances and other matters 17,061 16,246 15,002
10.43% 8.29% 4.86%
ii. Non-adherence to prescribed working hours 258 465 945
0.16% 0.24% 0.31%
iii. Refusal to accept or delay in accepting payment towards taxes as required by RBI/ Government 213 419 429
0.13% 0.21% 0.14%
iv. Refusal to issue or delay in issuing or Failure to Service or Delay in Servicing or Redemption of Government Securities 169 233 355
0.10% 0.12% 0.12%
v. Other Matters Specified by RBI 1,623 3,203 6,583
0.99% 1.64% 2.13%
Sub-Total 26,219 28,330 29,204
16.03% 14.46% 9.46%
Total complaints received 1,63,590 1,95,901 3,08,630
Note: Figures in % indicate percentage to total complaints of the respective year

2.26 The growth in the volume of complaints received under BOS, 2006 over the years is shown in Chart 2.10. As may be observed, the rate of growth of complaints in OBO has risen sharply over the last four years.

Chart 2.10

Disposal of complaints

2.27 Table 2.5 below indicates a comparative position of disposal of complaints by OBOs.

Table 2.5 - Comparative position of disposal of complaints by OBOs
Number of Complaints 2017-18 2018-19 2019-20
Received during the year 1,63,590 1,95,901 3,08,630
Brought forward from previous year 11,215 6,182 12,069
Handled during the year 1,74,805 2,02,083 3,20,699
Disposed during the year 1,68,623 1,90,014 2,96,201
Rate of Disposal (%) 96.46% 94.03% 92.36%
Carried forward to the next year 6,182 12,069 24,498

2.28 Table 2.5 indicates that the disposed complaints by OBOs increased by 1,06,187 complaints during the year 2019-20. This was achieved without additional human resources due to efficiency gains arising from CMS and by the extra efforts put in by the respective OBOs. The OBO wise position of complaints disposed during the year 2019-20 is given at Appendix 2.10.

2.29 While 12,069 complaints comprising 5.97% of the total handled complaints were pending at the end of the year 2018-19, the pendency for the year 2019-20 has gone up to 24,498 complaints, at 7.64% of the complaints handled by the OBOs. This is largely due to the 57.54% increase in the inflow of complaints attended to by the same available resources at the disposal of OBOs. It is worth noting that the number of complaints handled, and the number of complaints disposed also increased in the same proportions, indicating the efforts put up by the OBOs even under these extraordinary times of the ongoing pandemic.

2.30 The non-maintainable5 complaints fell to 45.76% of the total complaints during the year 2019-20 as compared to 54.34% in the previous year. The reasons for complaints found non-maintainable are given in Chart 2.11.

Chart 2.11

2.31 It is observed that complaints were disposed of as non-maintainable largely due to i) complaints not being represented properly, ii) First Resort Complaints (FRCs), and iii) complaints having already been dealt with earlier by the BO.

2.32 FRCs are those complaints which are received by the OBOs without the complainant having approached the concerned bank first. These complaints are sent to the respective banks for disposal at their end. Complainants are, however, advised through closure letters that they could approach the OBO again in case they are not satisfied with the decision of the bank.

2.33 The OBO wise and bank wise distribution of non-maintainable complaints is given at Appendix 2.11 and Appendix 2.12, respectively.

Mode of disposal of maintainable complaints

2.34 ‘Maintainable’ complaints are those that are made to the BO, relating to the grounds of complaint specified in Clause 8 of the BOS, 2006 and are in line with the requirements laid down in the Scheme. The Scheme envisages settlement of complaints by agreement through conciliation and/ or mediation. If the parties fail to arrive at an acceptable agreement, the BO gives a decision, which includes passing an Award against the bank. There has been a marked increase in the number of complaints resolved by agreement in the last two years.

2.35 Table 2.6 depicts the mode of disposal of maintainable complaints under BOS. The share of maintainable complaints disposed by way of mutual settlement/ agreement has gone up to 72.34% during 2019-20 as compared to 69.88% during 2018-19 and 65.83% during 2017-18, indicating the increasing share of complaints being resolved through mediation.

Table 2.6 - Mode of disposal of maintainable complaints
Disposal of maintainable complaints 2017-18 2018-19 2019-20
By Mutual Settlement/ Agreement 54,987 64,470 1,25,836
  65.83% 69.88% 72.34%
Disposal by Award 133 98 68
  0.16% 0.11% 0.04%
Maintainable Complaints Rejected 28,259 26,905 47,873
  33.83% 29.16% 27.52%
Maintainable Complaints Withdrawn 153 791 181
  0.18% 0.86% 0.10%
Total 83,532 92,264 1,73,958
Note: Figures in % indicate the percentage to maintainable complaints disposed

Turn Around Time (TAT) for disposal of complaints

2.36 The time taken by BOs to dispose a complaint increased significantly to 95 days during the year 2019-20 as compared to 47 days a year ago. The TAT pertaining to all the complaint categories showed a substantial increase, which is attributable to the transition to CMS and its stabilisation post its launch. While complaints could be received seamlessly on the CMS portal, the processing of complaints was initially hindered due to technical reasons even as OBOs and REs grew familiar with CMS. The issues were addressed during first half of the year, which helped in disposing the increased number of complaints over the remaining period of the year. The TAT of complaints during the second half of the year (January-June 2020) improved considerably to 45 days; a significant drop from the yearly average, showing perceptible increase in disposal efficiency over time. The ground wise TAT is given at Appendix 2.13.

Grounds for rejection of maintainable complaints

2.37 The grounds for rejection of maintainable complaints and their proportion to total complaints received over the last three years are indicated in Table 2.7.

Table 2.7- Grounds for rejection of maintainable complaints
Ground for rejection No. of complaints rejected
2017-18 2018-19 2019-20
Not on grounds of complaint (Clause 8) 25,114
89%
26,447
98.30%
46,237
96.58%
Not in accordance with provisions of Clause 9 (3) 983
2.05%
Beyond pecuniary jurisdiction of BO - Clause 12 (5) & (6) 115 137 147
0.41% 0.51% 0.31%
Requiring elaborate documentary and oral evidence - Clause 13 (d) 2,337 193 28
8.27% 0.72% 0.06%
Complaints without sufficient cause - Clause 13(e) 298 42 195
1.05% 0.16% 0.41%
Not pursued by the complainants - Clause 13(f) 272 71 27
0.96% 0.26% 0.06%
No loss/ damage/ inconvenience to the complainant - Clause 13 (g) 123 15 44
0.44% 0.06% 0.09%
The complaint pertains to the same cause of action, for which any proceedings before any court, tribunal or arbitrator or any other forum is pending 13(2) -- -- 212
-- -- 0.44%
Total maintainable complaints rejected 28,259 26,905 47,873
Note: Figures in % indicate percentage to total rejected maintainable complaints

2.38 As may be seen from Table 2.7 above, the number of maintainable complaints rejected has increased in absolute number from 26,905 in 2018-19 to 47,873 in 2019-20. The maximum number of rejections was on the ground that the complaint was ‘not on the grounds of complaint (Clause 8)’ or ‘not filed in accordance with required provisions of Clause 9 (3)’, accounting for 98.30% of the rejected maintainable complaints in 2018-19 and 98.64% in 2019-20.

Box 2.2: An analysis of rejected Maintainable complaints

An analysis of the maintainable complaints rejected by Ombudsmen shows that out of the total 1,73,928 maintainable complaints closed during the year 2019-20, the total number of complaints rejected under Clause 13 of BOS stood at 47,873 (27.5%). The rejection rate (rejected complaints as a percentage of maintainable complaints) across different complaint categories is presented in Chart 2.12. Though the rejection rate related to recovery agents was the highest at 60.60%, the number of complaints received against the said category was nominal at 703 maintainable complaints during the year, of which 426 were rejected. High rejection rates were observed in complaints related to Loans and Advances (40.01%), Fair Practices Code (36.6%) and Mobile/ Electronic banking (36.1%). The lowest rejection rate was observed in complaints related to Failure on Commitments (11.84%), followed by pension related complaints (16.35%). The rejection rate in Credit Card related complaints stood at 34.56%.

Chart 2.12

On further analysis of the reasons for rejection of maintainable complaints category-wise, it is observed that around 96% of the total maintainable complaints rejected under each category were rejected under Clause 13(a) of the Scheme i.e. ‘not on the grounds of complaints referred to in Clause 8 of the Scheme’. Maintainable complaints rejected under Clause 13(b) of the Scheme i.e. ‘otherwise not in accordance with Sub Clause (3) of clause 9’ out of total maintainable complaints rejected was slightly higher for complaints related to Notes and Coins (4.4%), ATM and Debit Cards (3.74%) and Remittance (3.4%). It is likely that complainants approach the BO platform on grounds of complaints that are not covered under the Scheme. To address the concern of possible ambiguity for complainants on which grounds are covered/ not covered under BOS, the expansion of grounds of complaints is under consideration.

2.39 BOS envisages summary disposal of complaints. As such, complaints requiring elaborate documentary and oral evidence are rejected by the BOs. Such rejections were made appealable with effect from July 1, 2017 with an objective to review these decisions at Appellate Authority (AA) level. Consequently, the number of such rejections declined from 193 in 2018-19 to 28 in 2019-20.

Age-wise classification of pending complaints

2.40 Although BOS does not specify any time limit for resolution of complaints by OBOs, efforts are made to resolve the same within two months. However, due to reasons such as non-submission and/ or delay in submission of complete information by complainants/ banks, the time taken for resolution may get extended in some cases. The BOs and the Principal Nodal Officers (PNOs) of banks are advised/ sensitized to ensure that complaints are resolved within two months. During the first half of 2019-20, however, the BOs and the PNOs were new to CMS which led to build-up in the pendency of complaints in some OBOs. During the later period however, the disposal of complaints picked up. The age-wise classification of the number of pending complaints is detailed at Appendix 2.14.

Awards issued

2.41 During the year, 68 Awards were issued by BOs of which 38 were implemented. The OBO-wise position of Awards issued and implemented is indicated in Table 2.8.

Table 2.8: OBO wise position of Awards issued during 2019-20
OBO Awards Issued Implemented
Ahmedabad 0 0
Bengaluru 1 0
Bhopal 1 1
Bhubaneswar 5 5
Chandigarh 9 1
Chennai 3 1
Dehradun 1 0
Guwahati 1 1
Hyderabad 0 0
Jaipur 0 0
Jammu 0 0
Kanpur 7 4
Kolkata 3 1
Mumbai 0 0
Mumbai II 0 0
New Delhi I 24 16
New Delhi II 1 1
New Delhi III 0 0
Patna 0 0
Raipur 1 0
Ranchi 1 1
Thiruvananthapuram 10 6
Total 68 38

Appeals against the decisions of the BOs

2.42 The Deputy Governor-in-Charge of CEPD, RBI is designated as the AA6 as per the provisions of BOS, 2006. CEPD provides the secretariat to the AA. During the year, 63 appeals were received as compared to 78 appeals during the previous year. Of these, 34 appeals were received from complainants who were aggrieved by the decision of the respective BOs whereas 29 were filed by the banks against Awards. With 72 appeals pending from the previous year, the AA handled 135 appeals during the year. Eighty-eight appeals were disposed during the year.

2.43 The position of appeals handled by the AA during the last three years and the OBO-wise position of appeals received during the year 2019-20 is given in Tables 2.9 and 2.10, respectively.

Table 2.9 - Position of Appeals
Particulars 2017-18 2018-19 2019-20
Appeals pending at the beginning of the year 7 95 72
Appeals received during the year from complainants 115 57 34
Appeals received during the year from banks 10 21 29
Total appeals handled during the year 132 173 135
Appeal disposed during the year 37 101 88
Pending at the end of the year 95 72 47
Mode of Disposal
Appeals remanded to the BO 19 11 4
Appeals withdrawn/ settled/ infructuous 7 21 14
Appeals rejected 6 38 43
Appeals allowed 5 31 27
Appeals Disposed
i. In favour of complainant 7 26 29
ii. In favour of banks 17 41 21
iii. Neither in favour of complainant nor in favour of banks (Remanded back to BO/ infructuous) 13 34 38
 
Table 2.10 – OBO wise position of Appeals received during the year 2019-20
OBO No of Appeals
Ahmedabad 3
Bengaluru 1
Bhopal -
Bhubaneswar -
Chandigarh 5
Chennai 2
Dehradun 2
Guwahati -
Hyderabad 2
Jaipur -
Jammu 1
Kanpur 2
Kolkata 1
Mumbai-I 1
Mumbai-II 19
New Delhi-I 15
New Delhi-II 1
New Delhi-III -
Patna -
Raipur 2
Ranchi 2
Thiruvananthapuram 4
Total 63

Chapter 3
The Ombudsman Scheme for Non-Banking Financial Companies, 2018: Activities during 2019-20

The number of complaints received by the four ONBFCOs increased from 3,991 in 2018-19 to 19,432 received during 2019-20. Complaints relating to non-adherence of FPC were the highest and constituted 36.29% of the total complaints received. The majority (71.12%) of maintainable complaints were resolved through mediation. No Award was passed by the NBFCOs. During the year, one appeal was received against the decision of the NBFCO.

Receipt of complaints

3.1 The OSNBFC is being administered through four ONBFCOs located at Chennai, Kolkata, Mumbai, and New Delhi. These four ONBFCOs handle complaints of South, East, West and North zones to cover the entire country.

3.2 During the year, the number of complaints received at ONBFCOs increased by 387% to 19,432, up from 3,991 complaints received in 2018-19. The increase was mainly on account the extension of the OSNBFC to additional NBFCs and the enhanced awareness regarding the Scheme arising from the initiatives of the Reserve Bank. A comparison of the number of complaints received by the ONBFCOs during the last three years and the Y-o-Y growth is given in Appendix-3.1.

3.3 The ONBFCO, Mumbai accounted for the maximum (41.28%) number of complaints received, followed by New Delhi (35.43%), Chennai (16.98%) and Kolkata (6.31%). Mumbai also witnessed the highest increase in the inflow of complaints (706.13%) as compared to the previous year. A comparison of the number of complaints received by the respective ONBFCOs during the last three years is given in Chart 3.1.

Chart 3.1

3.4 During the year, the average cost of handling a complaint was ₹2,375/- as given in Table- 3.1 below.

Table 3.1 - Cost of handling a complaint 2019-20
ONBFCO Cost of handling (₹ / Complaint) Total cost (₹)
Chennai 3,787 1,17,81,538
Kolkata 5,460 7,921,845
Mumbai 2,195 1,71,00,000
New Delhi 1,354 94,31,800
Total 2,375 4,62,35,183

Mode of receipt of complaints

3.5 ONBFCOs receive complaints through various modes, viz. through the CMS portal, e-mail, ordinary registered post, hand delivery, courier, etc. The number of complaints received through different modes during the year 2019-20 is indicated in Table 3.2 and Chart 3.2.

Chart 3.2
 
Table 3.2 Mode of receipt of complaints
Mode of receipt No. of complaints received during 2019-20
Email 10,365
53.34%
Online 7,737*
39.82%
Post / Fax / Courier / hand delivery 1,330
6.84%
Total 19,432
Note: Figures in % show percentage to total complaints received
*1,286 Complaints were received on CPGRAMS

3.6 It may be observed that 10,365 (53.34%) complaints were received through e-mail while 7,737 (39.82%) complaints were received through the online portal - 6,451 on CMS, and 1,286 on Centralized Public Grievance Redress and Monitoring System (CPGRAMS), the Government of India portal for receipt and monitoring of complaints from members of public. Physical sources like post/ courier/ fax/ hand delivery accounted for 1,330 complaints (6.84%). Digital media accounted for the 93.16% of the total complaints received. CPGRAMS being a generic grievance filing system, the complainants lodge their grievance on the portal and the same is forwarded to RBI, Securities and Exchange Board of India (SEBI), Insurance Regulatory and Development Authority of India (IRDAI), Pension Fund Regulatory and Development Authority of India (PFRDA), etc. according to the nature of the non-bank entity complained against.

Complainant-group wise classification of complaints

3.7 Individual customers constituted the largest segment (51.17%) of complainants during the year 2019-20. 0.32% of the total complaints were lodged by senior citizens. The complainant group-wise classification of complaints is given at Appendix 3.2.

Category wise complaints received

3.8 Of the total complaints received, 6,210 (31.96%) complaints were against NBFC-Ds, while 9,075 (46.70%) complaints were against NBFC-NDs. Complaints against entities not covered under the OSNBFC, at 4,147, accounted for 21.34% of the complaints lodged in the ONBFCOs. Such complaints were forwarded to the regulators concerned (National Housing Bank (NHB), SEBI, IRDAI, etc.). The category wise classification of complaints received by ONBFCOs during the last three years is indicated at Table 3.3 and Chart 3.3 below:


Chart 3.3
 
Table 3.3: NBFC category wise receipt of complaints at ONBFCOs in 2019-20
NBFC Category Complaints % Share
Deposit taking NBFCs 6,210 31.96
Non-deposit taking NBFCs 9,075 46.70
Others (entities not covered under the OSNBFC) 4,147 21.34
Total 19,432 100.00

Nature of complaints received

3.9 Clause 8 of the OSNBFC, 2018, specifies 13 grounds regarding deficiency in NBFC services under which a customer can file a complaint before the Ombudsman. The complaints received under various grounds of deficiency in NBFCs’ services are furnished in Table 3.4 below:

Table 3.4: Category-wise distribution of complaints
Complaint category 2017-18 2018-19 2019-20
Non-adherence to FPC 338 1,614 7,052
1.74% 8.31% 36.29%
Non-observance of RBI directions 58 687 3,607
0.30% 3.54% 18.56%
Non transparency in contract/ loan 16 366 1,704
0.08% 1.88% 8.77%
Levy of charges without prior notice 26 504 1,628
0.13% 2.59% 8.38%
No communication about loan sanctioned 5 107 399
0.03% 0.55% 2.05%
Delay in repayment of deposits 18 131 395
0.09% 0.67% 2.03%
Delay in release of securities/ documents 7 72 268
0.04% 0.37% 1.38%
Delay in payment of interest 2 20 232
0.01% 0.10% 1.19%
Non-understandable or no adequate notice on terms and conditions 4 57 82
0.02% 0.29% 0.42%
Non-understandable or non-issuance of sanction letter/ terms 3 45 49
0.02% 0.23% 0.25%
Not covered under Clause 8 of the Scheme 73 380 474
0.38% 1.96% 2.44%
Other categories 125 8 3,542
0.64% 0.04% 18.23%
Total 675 3,991 19,432
Note: Figures in % indicate percentage share to total complaints received

3.10 During the year 2019-20, complaints pertaining to non-adherence to FPC constituted the largest share of complaints at 36.29% of the complaints received, followed by non-observance of RBI directions to NBFCs at 18.56%.

3.12 Complaints under the ‘others’ category, at 18.23%, also took a significant share of the total complaints received. The break-up for the ‘others’ category is as detailed in Table 3.5.

Table 3.5: Break-up of complaints in ‘Others’ category
Sub-Category 2019-20 % to total ‘Others’
Failure on commitments 855 4.40%
Loans & Advances 286 1.47%
Delay in presentation of Post-dated Cheques 76 0.39%
Recovery agent related 65 0.33%
Non-adherence to BCSBI Code 58 0.30%
Other matters specified by RBI 2,202 11.33%
Sub-Total 3,542 18.23%
Total number of complaints received 19,432 100.00%

Disposal of Complaints

3.11 During the period under review, ONBFCOs handled 19,4687 complaints, as against 4,022 complaints handled in the previous year. Despite the significant increase in the number of complaints received, 18,560 complaints were disposed of by the end of the year, achieving a disposal rate of 95.34%. The position of complaints handled by ONBFCOs is tabulated in Table 3.6 below:

Table 3.6: Position of customer complaints handled by ONBFCOs
Particulars 2017-18 2018-19 2019-20
Complaints brought forward from the previous year 0 31 36
Complaints received 675 3,991 19,432
Total number of complaints handled 675 4,022 19,468
Complaints disposed 644 3,986 18,560
Complaints pending at the end of the year 31 36 908
Complaints pending for less than one month 26 25 380
Complaints pending for one to two months 3 10 187
Complaints pending for two to three months 2 1 60
Complaints pending for more than three months 0 0 281

3.12 Complaints that are not on the grounds specified in Clause 8 of the OSNBFC, complaints where the procedure for filing the complaint as laid down in Clause 9 and 9A of the OSNBFC is not followed or complaints received against entities not registered with the Reserve Bank, etc. are classified as ‘non-maintainable’.

3.13 The NBFCO wise position of maintainable and non-maintainable complaints is given in Table 3.7 below.

Table 3.7: ONBFCO wise position of complaints
ONBFCO Maintainable Non-maintainable Total Disposed
Chennai 1,731 1,350 3,081
Delhi 1,673 4,806 6,479
Kolkata 502 717 1,219
Mumbai 1,781 6,000 7,781
Total 5,687 12,873 18,560

Mode of disposal of complaints

3.14 The mode of disposal of maintainable complaints is indicated in Table 3.8 below:

Table 3.8- Mode of disposal of maintainable complaints by ONBFCO
  2017-18 2018-19 2019-20
Mode of disposal  
Mutual settlement/ agreement 93
78.81%
742
79.02%
4,045
71.12%
Complaints withdrawn 0 0 1
0.02%
Awards issued 0 0 0
Rejected 25
21.19%
197
20.97%
1641
28.85%
Total maintainable complaints 118 939 5,687
Note: Figures in % indicate percentage to maintainable complaints

3.15 The majority of the complaints handled during the year were disposed of under Clause 11(4)(a) of the OSNBFC, which states that the grievances raised by the complainant have been resolved by the NBFC with the intervention of the Ombudsman. Further, 28.85% of the complaints were rejected; and no Awards were issued during the year.

3.16 The non-maintainable complaints formed a sizeable portion of the complaints received during 2019-20. The grounds under which the complaints were disposed of as non-maintainable are given in Chart 3.4. It may be observed that complaints were disposed of as non-maintainable largely due to i) being outside the territorial jurisdiction, ii) being FRCs, or iii) not represented properly.

Chart 3.4

ONBFCO wise position of complaints disposed

3.17 The status of complaints received in the ONBFCO is given in Table 3.9:

Table 3.9 - ONBFCO wise position of complaints
ONBFC-O Complaints brought forward from previous year Complaints received Complaints handled Complaints disposed Pending at the end of the year Rate of disposal
Chennai 3 3,300 3,303 3,081 222 93.28%
Kolkata 0 1,227 1,227 1,219 8 99.35%
Mumbai 12 8,021 8,033 7,781 252 96.86%
New Delhi 21 6,884 6,905 6,479 426 93.83%
Total 36 19,432 19,468 18,560 908 95.34%

3.18 The NBFC wise list of total complaints received by the ONBFCOs, and the maintainable complaints disposed is given in Appendix 3.3.

Appeals

3.19 The OSNBFC provides an appellate mechanism under which, the complainant as well as the NBFC, can appeal against the decision or Award of the Ombudsman, to the AA designated under the Scheme. Appeals can be made against the closure of a complaint provided it has been closed under the appealable clauses of the Scheme, for the reasons referred to in Sub Clauses (c) to (f) of Clause 13; and against an Award under Clause 12 of the Scheme. The Deputy Governor-in-Charge of the CEPD is the designated AA. The secretarial assistance to the AA is provided by the CEPD. During the year, only one appeal against the decision of the Ombudsman was received, which was under process.

Table 3.10: Position of Appeals – ONBFCO
Particulars 2019-20
Appeals pending at the beginning of the year 1
Appeals received during the year from complainants 1
Appeals received during the year from NBFCs 0
Total appeals handled during the year 2
Appeal disposed during the year 1
Pending at the end of the year 1
Mode of Disposal:
Appeals remanded 0
Appeals withdrawn/ settled/ infructuous 0
Appeals rejected 1
Appeals allowed 0
Appeals Disposed:
In favour of complainants 0
In favour of NBFCs 0
Neither in favour of complainants nor in favour of NBFCs (remanded back /infructuous) 1

Chapter 4
Ombudsman Scheme for Digital Transactions (OSDT), 2019: Activities during 2019-20

The number of complaints received by the 22 OODTs during 2019-20 rose by 119.95% (annualized) compared to the previous year. Most of the complaints (2,239 – 99.4%) were lodged through electronic mode. Fund Transfers/ Unified Payments Interface (UPI)/ Bharat Bill Payment System (BBPS)/ Bharat Quick Response (QR) Code constituted the main areas of complaint at 43.89%. The majority (56.12%) of maintainable complaints were resolved through mediation. No Award was passed by ODTs.

4.1 The OSDT, 2019 is administered by the 22 offices where the OBOs are situated.

Receipt of complaints

4.2 The number of complaints received under the OSDT increased from 470 complaints in 2018-19 to 2,481 during 2019-20. Annualizing the receipt of complaints (the OSDT was launched on January 31, 2019), the complaints grew by 119.95% over last year. The main reasons for the increase included increased awareness regarding the Scheme due to various media campaigns conducted by Reserve Bank and the ease of lodging complaints through the CMS portal. The year wise number of complaints received at OODTs in the last two years is given in Chart 4.1 and Table 4.1.

Chart 4.1
 
Table 4.1 - Number of complaints received by OODTs
  2018-19 2019-20
No. of OODTs 21 22
Complaints received during the year 470 2,481

4.3 During the period under review, 2,534 complaints were handled by OODTs, of which 53 complaints were those brought forward from the previous year. The position of customer complaints handled by OODTs is tabulated in Table 4.2 below:

Table 4.2 - Position of customer complaints handled by OODTs
Particulars 2019-20
Complaints brought forward from previous year 53
Complaints received 2,481
Total number of complaints handled 2,534
Complaints disposed 2,304
Complaints pending at the end of the year 230
Complaints pending for less than one month 31
Complaints pending for one to two months 20
Complaints pending for two to three months 23
Complaints pending for more than three months 156

4.4 Of the 2,481 complaints received by the OODTs, (Appendix 4.1), OODT, Bengaluru received the maximum number of complaints (222), which accounted for 8.95% of the total complaints received by the OODTs, followed by OODT, Kolkata (220) and OODT, Mumbai II (217). OODT, Jammu (8) received the least share of complaints with 0.32%.

4.5 A comparative position of complaints received by OODTs during the last two years is given in Chart 4.2.

Chart 4.2

Mode of receipt of complaints

4.6 During the year 2019-20, 90.25% (2,239) of the complaints were lodged through the online mode using the CMS portal (one complaint was received through CPGRAMS). This reflects the tech-friendly nature of the users of digital financial products who are more comfortable in filing their complaints online as compared to other modes. Only 15 complaints were received through the physical mode. A comparative position of the various modes through which the complaints during 2019-20 were received during the year is given in Table 4.3 and depicted in Chart 4.3 below:

Chart 4.3
 
Table 4.3 – Mode of receipt of complaints
Mode of receipt No. of complaints
Email 227
9.15%
Online 2,239
90.25%
Post/ Fax/ Courier/ Hand delivery 15
0.60%
Total 2,481
Note: Figures in % indicate percentage to total complaints received

Zone wise distribution of complaints

4.7 North zone accounted for the maximum share of complaints (30.96%) in 2019-20, followed by West zone (26.48%) and South zone (23.30%). The East zone accounted for the least share i.e. 19.27% of the total complaints received. The zone wise distribution of complaints received is given at Appendix 4.2 and depicted in Chart 4.4 below.

Chart 4.4

Complainant-group wise classification

4.8 Individual customers constituted the largest segment (77.23%) of complainants during the year 2019-20. Senior citizens accounted for 1.01% of the total complaints. The complainant group-wise classification of complaints is given at Appendix 4.3.

Entity wise classification

4.9 The entity-wise classification of complaints received by OODTs during 2019-20 is indicated in Chart 4.5 and Table 4.4 below.

Chart 4.5
 
Table 4.4: Entity type wise break-up of complaints at OODTs
Entity 2019-20
Prepaid Payment Instruments 2,061
83.07%
BBPCU/ BBPOU 111
4.47%
Others 309
12.46%
Note: Figures in % indicate percentage to total complaints

4.10 In tune with the size of their network and businesses, PPIs had the highest share of complaints accounting for 83.07% of the total complaints, followed by Bharat Bill Payment Central Unit (BBPCU)/ Bharat Bill Payment Operating Unit (BBPOU) with 4.47% share in total complaints. Other entities accounted for 12.46% of total complaints.

Nature of complaints handled

4.11 Clause 8 of the Scheme specifies the grounds under which a customer can file a complaint before the Ombudsman. Table 4.5 categorizes complaints received on the grounds of deficiency in digital banking services as specified under Clause 8.

Table 4.5 – Category wise distribution of complaints
Category 2019-20 % of total complaints received
Fund Transfers/ UPI/ BBPS/ Bharat QR Code 1,089 43.89%
Mobile/ Electronic fund transfers 598 24.10%
Non-reversal of funds due to wrong beneficiary transfer by System Participant. 218 8.79%
Non-adherence of RBI guidelines to PPI 198 7.98%
Violation of RBI Directives in relation to fees / charges 58 2.34%
Out of subject 75 3.02%
Others 245 9.88%
Total 2,481 100.00%

4.12 In the year 2019-20, complaints related to fund transfers/ UPI/ BBPS/ Bharat QR Code constituted the largest share i.e. 43.89% of the total complaints received, followed by Mobile/ Electronic fund transfers (24.10%) and non-reversal of funds due to wrong beneficiary (8.79%).

Disposal of complaints

4.13 Table 4.6 below indicates the comparative position of disposal of complaints by OODTs.

Table 4.6: Comparative position of disposal of complaints by OODTs
Number of complaints 2019-20
Received during the year 2,481
Brought forward from previous year 53
Handled during the year 2,534
Disposed during the year 2,304
Rate of disposal (%) 90.92%
Carried forward to the next year 230

4.14 Despite the increased inflow of complaints with the roll out of CMS, and the ongoing pandemic, OODTs achieved a disposal rate of 90.92%. The OODT wise position of complaints disposed during the year 2019-20 is given at Appendix 4.4.

4.15 The details of the grounds under which the complaints have been disposed of as non-maintainable are given in the Chart 4.6 below. As may be observed, complaints were considered non-maintainable largely due to i) the complaints not being represented properly, ii) FRCs iii) complaints outside the territorial jurisdiction of the Ombudsman.

4.16 FRCs are those complaints which were entered in the CMS portal without the complainant approaching the concerned entity first. Such FRC complaints were forwarded to the respective System Participant for disposal at their end. Complainants are, however, advised through closure letters that they may approach the OODT again in case they are not satisfied with decision of the concerned entity.

Chart 4.6

4.17 The OODT and entity wise distribution of maintainable complaints is given at Appendix 4.5 and Appendix 4.6, respectively

Mode of disposal of maintainable complaints

4.18 ‘Maintainable’ complaints are those that are made to the Ombudsman, relating to the grounds of complaint specified in Clause 8 of the OSDT and are otherwise in compliance with the requirements laid down in the Scheme. The Scheme endeavours to promote settlement of complaints by agreement through conciliation and/ or mediation by OODTs. If the parties fail to arrive at an acceptable agreement, the ODT gives a decision or passes an Award. No Awards were issued during the year.

4.19 Table 4.7 depicts the way the maintainable complaints were disposed of during the year. Of the maintainable complaints, 56.12% were resolved through agreement and 43.88% were rejected.

Table 4.7 - Mode of disposal of maintainable complaints
Disposal of maintainable complaints 2019-20 % of total complaints
By mutual settlement/ agreement 532 56.12%
Disposal by Award 0 0.00%
Maintainable complaints rejected 416 43.88%
Maintainable complaints withdrawn 0 0.00%
Total 948 100.00%

Grounds for rejection of maintainable complaints

4.20 The grounds for rejection of maintainable complaints and their proportion to total complaints received during the year are indicated in Table 4.8.

Table 4.8 - Grounds for rejection of Maintainable complaints
Ground for rejection No. of complaints rejected
2019-20 % of total complaints
Not on the grounds of complaint referred to in Clause 8 - Clause 13(1)(a) 409 98.32%
Not in accordance with Sub Clause (3) of Clause 9 - Clause 13(1)(b) 2 0.48%
Beyond the limit of compensation prescribed under Clause 12 (5) and 12(6) - Clause 13(1)(c) 1 0.24%
Complaints without sufficient cause - Clause 13(1)(e) 4 0.96%
Total 416 100.00%

4.21 As may be seen from Table 4.8 above, the maximum number of rejections were on the ground that the complaint was ‘not on grounds of complaint’ (Clause 8), calling for creation of greater awareness among complainants about the OSDT.

Age wise classification of pending complaints

4.22 Although OSDT does not specify any time limit for resolution of complaints by ODTs, efforts are made to resolve the same within two months. However, due to reasons such as non-submission and/ or delay in submission of complete information by complainants/ entities, the time taken for resolution may get extended in some cases. The ODTs and the Principal Nodal Officers (PNOs) of the system participants are advised/ sensitized to ensure that complaints are redressed expeditiously. The age wise classification of the number of pending complaints is detailed in Appendix 4.6.

Appeals against the decisions of the ODTs

4.23 The Deputy Governor-in-Charge of the CEPD, RBI is designated as the AA as per the provisions of the OSDT. CEPD provides the Secretariat to the AA. No appeal was received during the year 2019-20.


Chapter 5
Complaints received on CPGRAMS and applications under Right to Information Act, 2005

During the year 1,515 complaints were received under CPGRAMS, and 1,436 applications were received under Right to Information Act, which were replied to.

Centralised Public Grievance Redress and Monitoring System (CPGRAMS)

5.1 CPGRAMS is a measure formulated to receive and address consumer complaints regarding different products and schemes offered by the Government of India or its agencies. The CPGRAMS portal has been developed by the Department of Administrative Reforms and Public Grievances of Government of India. Government departments and banks are subordinate offices in this portal, to receive and redress complaints. CEPD is the Nodal Office for Reserve Bank; and the Offices of Ombudsmen are the subordinate offices.

5.2 A comparative position of the complaints received through this portal and handled by the OBOs during the last three years is given at Appendix 5.1. The complaints received through this portal went up from 321 in the previous year to 1,515 this year.

Applications received under the Right to Information Act, 2005

5.3 The BOs are the Central Public Information Officers (CPIOs) under the Right to Information Act, 2005 (RTI Act) to receive applications and furnish information related to complaints handled by the OBOs. During the year, 1,436 RTI applications were received by all OBOs. The OBO wise position of such applications received during the last three years is detailed at Appendix 5.2.


Chapter 6
Other Developments

Important regulations issued in the area of customer service included harmonization of TAT; and mandating the non-bank issuers of PPIs with more than one crore instruments outstanding to appoint an IO to review customer complaints that are partly or wholly rejected by their internal grievance redressal mechanism. The Reserve Bank also conducted RCA of the major areas of complaints and initiated measures to address the concerns identified. The awareness generation campaign was intensified and content on the IVRS was updated. A review of the Ombudsman Schemes of the Reserve Bank was undertaken by an In-house Committee with the objective of enhancing their effectiveness. Going forward, CEPD will strengthen consumer protection through implementation of the recommendations of the In-house Committee for enhancing the effectiveness of the Ombudsman Schemes, preparation of a framework for consumer education focusing on consumer protection issues, improving the capacity of CMS, enriching the IVRS for better customer guidance, and engaging with the REs to strengthen their grievance redressal mechanisms.

Regulations: Important regulatory measures taken by the Reserve Bank

6.1 The important regulations issued by the Reserve Bank during the period of review, with implications for customer service, covered facilities for exchange of notes and coins; electronic transactions; Basic Savings Bank Deposit Account (BSBDA); cash withdrawal at Points-of-Sale (PoS); Know Your Customer (KYC) – including steps for digital KYC; TAT for failed electronic transactions; charges on ATM transactions and electronic remittances; availability of National Electronic Funds Transfer (NEFT) on 24x7 basis; waiver of charges for basic saving bank account holders; introduction of new types of semi-closed PPI; permitting facilitation of National Electronic Toll Collection (NETC) system through linking with non-bank PPIs, cards and Unified Payment Interfaces (UPIs); specific regulations on doorstep banking services for senior citizens and differently abled people; public awareness on digital transactions through multiple channels and regulatory instructions in the wake of Covid 19 pandemic. A chronology of the salient measures is given at Appendix 6.1.

Root Cause Analysis of major areas of complaints

6.2 One of the milestones for the year 2019-20 under the Reserve Bank’s medium-term strategy ‘Utkarsh 2022’ was to ‘Formulate policy to strengthen the system based on RCA of major areas of complaints’, and thereby strengthen the consumer protection framework. The objective of RCA is to identify persisting issues at the systemic level, their causes, and the remedial measures required to address them. Actions based on the issues identified shall be initiated to address the root cause of the concerns and thereby reduce the grievances of customers. Further, efforts are also being invigorated to strengthen the redressal machinery for consumers of REs in case of grievances.

6.3 RCA of the major areas of complaints received in the Offices of Ombudsmen, Consumer Education and Protection Cells (CEPCs) and the top five banks whose customers had lodged complaints in the OBOs was undertaken first in June 2019 (RCA-2019). The categories under study during the RCA-2019 included (i) Digital Transactions (ii) Credit Cards and Recovery Agents, (iii) Non-adherence to Reserve Bank guidelines / FPC (iv) Mis-selling / Para-banking (v) Deficiency in services to senior citizens (vi) Lack of awareness amongst customers of banks (vii) Deposits, Remittance, Notes and Coin exchange related, and (viii) Others. The root-causes identified were i) at the level of customers and REs, ii) on account of gaps in regulatory guidelines, and iii) from external threats such as frauds. The issues identified through the RCA were taken up with the concerned REs to reinforce adherence to guidelines and streamlining of redressal mechanism. Further, references were made to the Reserve Bank regulatory departments and other regulators to address the gaps identified during the analysis.

6.4. The RCA for 2020 (RCA-2020) on the complaints received at RBI was conducted by the Offices of the Ombudsmen and the CEPCs. The findings were compiled and analysed at CEPD. The major issues as identified in RCA-2020, their root causes and the remedial measures required are summarized in Table 6.1.

Table 6.1: RCA-2020 – Major concerns, root causes identified and remedial action
Sr. No Issue Major Concerns Raised Root-Causes Remedial Measures
1 ATM/ Debit Card related transactions Non-dispensation/ short dispensation of cash and fraudulent ATM transactions due to surface skimming by fraudsters. Lack of awareness amongst consumers regarding safe ATM banking; delay in auto-reversal of funds, non-availability of CCTV footages Banks and RBI shall increase efforts to create awareness on safe banking.

Extant regulations on auto-reversal and ATM transactions are being reiterated for adherence.

Issues related to coordination between banks and NPCI are being considered.
2. Fraudulent transactions Unauthorised transactions through ATM/ Debit/ Credit Card through phishing, vishing, SMShing, cloning and other organized threats Lack of awareness amongst customers and vulnerability of technically challenged consumers; laxity in banks’ system-based fraud monitoring applications based on customer’s pattern of transaction analysis; Non-adherence to NPCI guidelines including raising of a chargeback. Apart from increasing awareness, measures like location-based monitoring, effective velocity check parameters, multiple factor authentication, etc. are being considered for strengthened security for electronic transactions. Other root causes identified on the part of REs like time lags to raise disputes with the beneficiary entities, proactive measures like blocking of card delayed until confirmation by complainant are also being reviewed.
3 Credit Card (Mis-selling) Unsolicited issuance of Credit Cards, issues related to virtual Credit Cards; lack of transparency in charges, harassment for recovery of dues, degradation/ wrong reporting in CIBIL scores were related issues Incentivization of bank staff on target-based sale of financial products without proper due diligence carried out to ascertain the suitability of the product for the buyer; Extant regulations related to ‘Charter of Customer rights’, para-banking, recovery agents are being reiterated to banks.
4 UPI based fraudulent transactions Phishing/ vishing calls, dubious links/ QR codes/ SMS/ e-mails luring customers leading to fraudulent transactions through UPI. Lack of awareness and negligence amongst customers; difficulties of aged people in comprehending the UPI platform; organized crimes/ external threats Banks have been advised to train staff and customer care executives appropriately to address UPI related concerns of customers; Ways to strengthen the velocity check parameters are being analysed.
5 Digital Lending Applications (DLAs) Online mobile applications providing unsolicited credits, and solicited credits without due diligence on repaying-capacity of buyer; Lack of transparency of charges, exorbitant penalties, and undue harassment Non-adherence to Fair Practices Code and regulatory guidelines. Regulatory guidelines were issued through DOR (NBFC) (PD) CC. No.112/03.10.001/2019-20 dated June 24, 2020, mandating banks on directives regarding DLAs including disclosure of names of DLAs, issuance of sanction letters amongst others to ensure transparency.
6 Erroneous Transfer of Funds Mis-transfer of funds on account of erroneous account number provided by the remitter Negligence of customer; Lack of coordination among banks in redressal such grievances by marking a lien, obtaining consent to debit etc. Efforts are being taken to devise operational guidelines for banks in handling grievances due to erroneous transfers and to increase coordination amongst banks in addressing grievances.
7 Mis-selling (Insurance Products) Mis-selling/ para-banking of third-party products to consumers without considering product suitability to buyer; lack of transparency on features of product sold; Lack of awareness amongst customers; Negligence of customers mainly due to difficulties in understanding the language in which features of products are explained by banks; Efforts of entities in cross-selling unmindful of suitability and consumer protection issues; Banks have been advised to sensitize staff on suitability of products, Charter of Customer Rights, increase awareness amongst customers, mandatory explanation of features in vernacular/ comprehensible language.
8 Recovery Agents Undue harassment/ threatening calls at odd hours/ calls made to friends/ neighbours of borrowers, action taken on guarantor rather than borrower. Lack of skill and aptitude training to recovery agents, non-adherence to FPC. Extant regulations on recovery agents are being reiterated to banks for stricter enforcement.
9 Foreclosure Charges Denial of foreclosure request, unreasonable charges, non-updation of CIBIL even after settlement of dues. Lack of proper communication and lack of understanding in the terms of loan by customer. Measures to avert communication issues like providing terms of the loan in regional language are being considered. Extant guidelines in the context are being reiterated to banks and advised to increase efforts to ensure transparency at the time of loan sanction.
10 Housing Loans Non-credit of Pradhan Mantri Awas Yojana (PMAY) subsidies; frauds by Home Loan Counselors (HLCs); misplacement of title deeds and documents by banks; delay in processing of loans; misuse of provisions of SARFAESI Act. Improper due diligence conducted by bank to comprehend applicability of PMAY scheme to borrowers; late submission of PMAY application to National Housing Bank; activities of HLCs left unsupervised and non-monitored. Efforts shall be taken to increase awareness, and banks shall be advised to undertake responsibility for omission and commission by HLCs. Remedial measures against other issues identified are under consideration.
11 Levy of Charges Charges related to non-maintenance of minimum balance, levy of charges without prior notice, charges related to SMS services. Non-adherence to BCSBI Code, lack of communication to the customer, lack of transparency. Efforts to streamline and avert communication gaps between the REs and their customers due to which most of the complaints under the category are received are being analyzed.
12 Issues related to Senior Citizens Recovery of loan from pension/ retirement proceeds, non-availability of facilities for senior citizens; Non-credit of pension, general lien on pension accounts for loans of self/ relative/ guarantee. Non-adherence to FPC Banks have been advised to strengthen efforts to address issues related to senior citizens.
13 Covid 19 related issues Non-availability of EMI moratorium; debit of EMI/ presentation of ECS mandates despite acceptance of moratorium request. Lack of awareness amongst customers regarding procedure for application of EMI moratorium, non-adherence to FPC. Measures are being taken to address the Covid 19 related grievance on priority and address the underlying issues by reiterating the extant guidelines.
14 Others Unnecessary freezing of accounts, Tax related issues, misbehavior by staff Lack of strong grievance redressal machinery, non-adherence to regulatory guidelines. Extant guidelines are being reiterated and banks shall be advised to sensitize staff accordingly.
15 NBFCs Exorbitant interest rates and penal charges; non-adherence to FPC; renewal of loans without consent of borrower; unreasonable foreclosure charges; misconduct/ mis-behaviour of staff/ recovery agents Lack of transparency regarding charges/ interest rate/ penal charges; terms of conditions/ rates not being clearly indicated in the pawn ticket. Regulatory gaps addressing the issues related to NBFCs are being taken up.

6.5 With a view to determine a plan of action based on the RCA, further extension of the awareness programs by both the Reserve Bank and the REs to strengthen the grievance redressal mechanism is under consideration. Coordination with NPCI/ Telecom Regulatory Authority of India (TRAI) to address security related issues in electronic transactions and enhance the fraud monitoring systems of REs is also being undertaken. REs are also being advised to strictly adhere to the regulatory guidelines and sensitize their staff accordingly.

Awareness generation activities of Ombudsmen and CEPD

6.6. CEPD conducted multi-media campaigns on the newly launched Ombudsman Schemes as well as BSBDA, safe digital banking, and facilities for senior citizens and differently abled persons. The Ombudsmen conducted 26 Town Hall events wherein the Ombudsman Schemes and the important customer service issues were discussed with members of public and the REs. Further, 113 awareness programmes were conducted with focus on specific groups such as servicemen, school/ college students, consumer groups etc. A list of the awareness programmes conducted by Ombudsmen is provided at Appendix 6.2.

6.7 On-tap information on the IVRS on BOS, safe banking transactions and important customer service regulations has been made available on the phone number 14440. Further, messages have been hosted on the Reserve Bank website, the ‘RBI Kehta Hai’ webpage and the CMS webpage on ‘cyber frauds’, ‘safe digital banking’, ‘Ombudsman Schemes of RBI’ and ‘CMS’.

Winding down of Banking Codes and Standards Board of India

6.8 BCSBI was institutionalized on the recommendation of the Committee on Procedures and Performance Audit of Public Services (CPPAPS) under the Chairmanship of Shri S.S.Tarapore, former Deputy Governor of RBI. It was registered as an independent and autonomous body under the Societies Registration Act, 1860 in February 2006. Upon a review conducted by CEPD, it was concluded that Reserve Bank can, by itself, undertake the activities that were identified for BCSBI; and that the BCSBI has now served the purpose for which it was set up. As such, the need for BCSBI to continue was reviewed based on the directions of the Central Board and its dissolution was approved. BCSBI is now in an advanced stage of dissolution.

Status of implementation of the action plan set out in Utkarsh 2022 for the year 2019-20

6.9 The medium-term strategy of RBI, ‘Utkarsh 2022’, had set five milestones for the year 2019-20. This includes the milestone regarding formulation of policy to strengthen the system based on RCA of the major areas of complaints, discussed earlier under Para 6.2. The progress made under the other four milestones is as under:

6.9.1 Conduct review of CEPCs for empowering them on the lines of Ombudsmen: CEPCs redress complaints not covered by the Ombudsman Schemes. In light of the challenges that affect grievance redressal by CEPCs, in particular the lack of quasi-judicial powers, the issue of strengthening CEPCs on the lines of the Ombudsmen was examined by an Internal Working Group (IWG) comprising in-charges of the CEPCs of Chennai, Kolkata, Mumbai, and New Delhi. The IWG submitted its report in January 2020.

6.9.2 Review the Internal Ombudsman Scheme for extension to NBFCs: The proposal to extend the IO Scheme to all NBFCs covered under OSNBFC, 2018, was examined. Considering the diversity in the size and business profile of NBFCs, the number of complaints received and the customer interface, the implementation of the IO Scheme for NBFCs is under review for roll-out based on selective applicability.

6.9.3 Review Ombudsman Schemes for updation and effective implementation including through convergence: An In-house Committee was set up to examine, inter alia, issues relating to the convergence of the three Ombudsman Schemes – the BOS, the OSNBFC and the ODT - into an Integrated Ombudsman Scheme, and suggest measures for improving the effectiveness of the Ombudsman mechanism. The Committee submitted its Report on May 13, 2020 and the proposals are being examined [Box 6.1].

Box 6.1: Recommendations of the Committee to Review the Ombudsman Schemes

An Internal Working Group with 10 members, including eight Ombudsmen, one officer each from the Legal Department and CEPD, was constituted to undertake a detailed review of the Ombudsman Schemes of RBI.

The terms of reference for the Committee included examining the feasibility of including RBI regulated entities with retail customer interface currently not covered by the Ombudsman Schemes, recommend measures to improve the efficiency of the Offices of Ombudsmen, review the geographic and pecuniary limits, appellate mechanism, and any other area relevant to the subject. The Committee also reviewed the global practices in financial customer protection and the operations of various financial Ombudsman Schemes across jurisdictions. The Committee made the following major recommendations, consistent with the legal mandate of RBI, the growing expectations of customers, the rapidly evolving digital transactions, and the nature of customer-RE relationship in the present scenario and the foreseeable future:

  1. Convergence of the existing Ombudsman Schemes – the BOS (as amended upto July 1, 2017), the OSNBFC, 2018 and the OSDT, 2019 - into a single integrated “RBI Ombudsman Scheme”.

  2. Expanding the ambit of the RBI Ombudsman Scheme to all REs presently not covered under the existing three Schemes to provide a single window grievance redressal for all REs.

  3. Broad-basing the grounds of complaint and incorporating only a detailed ‘negative’ or ‘exclusions’ list for rejection of a complaint.

  4. Phasing out CEPCs by subsuming all REs and non-Ombudsman grounds of complaint that are presently being handled by CEPCs.

  5. Setting up a Centralised Receipt and Processing Centre (CRPC) for centralized handling of all complaint receipts and initial processing and moving towards a ‘One Nation – One Jurisdiction’ approach.

  6. Reduction in the TAT for complaint resolution to 30 days in a phased manner over a period of two years.

  7. Introducing delegation through the institution of the office of the Deputy Ombudsman, with delegation of powers to decide on specific types of complaints

The recommendations of the Committee are under consideration for implementation.

6.9.4 Operationalize Interactive Voice Response System for online support to complainant: The IVRS facility of the RBI is active on 14440. The information for lodging complaints with banks and to the RBI Ombudsman has been made available on this number. Further, CEPD is in the process of enhancing the experience by adding additional content on IVRS for higher level of user engagement.

Internal Ombudsman for Non-bank System Participants

6.10 The Reserve Bank of India in terms of the Statement on Developmental and Regulatory Policies dated October 4, 2019, introduced the IO Scheme for Non-bank System Participants on October 22, 2019. It is applicable to Non-bank System Participants8 who are issuers of PPIs and have more than one crore outstanding PPIs.

Way forward

6.11 During the period July 1, 2020 to March 31, 2021, CEPD will work towards implementing the recommendations made by the In-house Committee to review the Ombudsman Schemes. The Department will formalize a framework for financial education for effective financial consumer protection. The capability of CMS will be enhanced with report generation tools.

6.12 Efforts for quick and effective redressal of grievances received in RBI will be intensified. A disincentive framework for banks found deficient in the area of grievance redressal is being finalised for implementation. Financial consumer protection will be enhanced through regular RCA to identify issues to address, improving the internal grievance redressal mechanism of REs and ensuring easy accessibility of the alternative grievance redressal framework for complaints not resolved by the REs at their level.


APPENDICES

Appendix 2.1 – OBO wise receipt of complaints in the last three years
Name of the OBO No. of complaints received during % change in 2019-20 over 2018-19 % to total complaints
2017-18 2018-19 2019-20
Ahmedabad 9,607 9,796 16,008 63.41% 5.19%
Bengaluru 8,906 11,044 18,475 67.29% 5.99%
Bhopal 4,050 6,107 14,510 137.60% 4.70%
Bhubaneswar 2,811 4,138 5,311 28.35% 1.72%
Chandigarh 10,026 13,063 31,594 141.86% 10.24%
Chennai 10,642 11,557 17,724 53.36% 5.74%
Dehradun 3,171 3,958 7,858 98.53% 2.55%
Guwahati 1,601 2,061 3,641 76.66% 1.18%
Hyderabad 8,049 10,391 19,947 91.96% 6.46%
Jaipur 9,068 11,455 18,144 58.39% 5.88%
Jammu 501 908 1,530 68.50% 0.50%
Kanpur 13,314 14,314 23,895 66.93% 7.74%
Kolkata 10,631 11,793 11,699 -0.80% 3.79%
Mumbai I 18,085 13,106 19,473 48.58% 6.31%
Mumbai II 1,884 10,162 17,917 76.31% 5.81%
New Delhi I 26,653 33,690 18,147 -46.14% 5.88%
New Delhi II 9,084 11,242 20,817 85.17% 6.74%
New Delhi III 0 0 9,589 NA 3.11%
Patna 7,946 7,998 17,392 117.45% 5.64%
Raipur 1,211 1,906 3,682 93.18% 1.19%
Ranchi 1,894 2,174 4,581 110.72% 1.48%
Thiruvananthapuram 4,456 5,038 6,696 32.91% 2.17%
Grand Total 1,63,590 1,95,901 3,08,630 57.54% 100.00%
 
Appendix 2.2 – OBO wise position of customer complaints handled in the last three years
Particulars 2017-18 2018-19 2019-20
Complaints brought forward from the previous year 11,215 6,182 12,069
Complaints received 163,590 195,901 308,630
Total number of complaints handled 174,805 202,083 320,699
Complaints disposed 168,623 190,014 296,201
Complaints pending at the end of the year 6,182
(3.54%)
12,069
(5.97%)
24,498
(7.64%)
Complaints pending for less than one month 2584
(1.48%)
7,055
(3.49%)
6,086
(1.90%)
Complaints pending for one to two months 2140
(1.22%)
3,478
(1.72%)
3,223
(1%)
Complaints pending for two to three months 871
(0.50%)
499
(0.25%)
1,833
(0.57%)
Complaints pending for more than three months 587
(0.34%)
1,037
(0.51%)
13,356
(4.16%)
Note: Figures in % show percentage to the total complaints handled
 
Appendix 2.3 – OBO wise cost for the year 2019-20
OBO Per complaint cost (₹) Total cost (₹)
Ahmedabad 4,143 6,32,34,877
Bangalore 3,800 3,54,40,086
Bhopal 2,046 3,00,23,425
Bhubaneswar 4,262 2,31,90,000
Chandigarh 1,204 3,83,97,572
Chennai 2,526 4,40,98,122
Dehradun 1,834 1,50,96,000
Guwahati 5,320 1,97,89,000
Hyderabad 2,631 5,30,00,000
Jaipur 1,445 2,67,80,000
Jammu 8,088 1,62,00,642
Kanpur 2,387 5,98,60,000
Kolkata 5,438 6,01,62,116
Mumbai-I 2,235 4,79,70,000
Mumbai-II 1,976 3,92,57,240
New Delhi-I 2,471 4,48,54,002
New Delhi-II 1,691 3,67,24,665
New Delhi-III 2,899 2,82,70,000
Patna 1,584 2,76,51,340
Raipur 5,383 2,06,60,649
Ranchi 2,751 1,26,00,000
Thiruvananthapuram 4,434 3,03,87,392
All India 2,412 77,36,47,128
 
Appendix 2.4– Mode of receipt of complaints
Mode of receipt No. of complaints received during % change (Y-o-Y)
2017-18 2018-19 2019-20
Email 79,550 96,925 1,09,740 13.22%
48.63% 49.48% 35.56%
Online 24,512 44,496 1,54,580 247.40%
14.98% 22.71% 50.09%
Post/ Fax/ Courier/ Hand delivery 59,528 54,480 44,310 -18.67%
36.39% 27.81% 14.36%
Total 163,590 195,901 3,08,630 57.54%
Note: Figures in % under respective years indicate percentage to total complaints received during the year
 
Appendix 2.5 – Population- group wise distribution of complaints received
Population group No. of complaints received % Increase decrease (Y-o-Y)
2017-18 2018-19 2019-20
Rural 20,600 22,862 30,979 35.50%
12.59% 11.67% 10.04%
Semi Urban 18,570 23,629 56,286 138.21%
11.35% 12.06% 18.24%
Urban 81,124 94,745 70,081 -26.03%
49.59% 48.36% 22.71%
Metropolitan 43,296 54,665 1,51,284 176.75%
26.47% 27.90% 49.02%
Total 1,63,590 1,95,901 3,08,630 57.54%
Note: Figures in % under respective years indicate percentage to total complaints
 
Appendix 2.6 - Nature of complaints across population groups
Nature of complaint Centralised Account
(Credit Card)
Rural Semi Urban Urban Metro Total
Deposit Account 16% 10% 16% 22% 36% 100%
Remittance 17% 8% 19% 26% 30% 100%
Credit Card 76% 1% 2% 7% 14% 100%
Loans and Advances - Housing 19% 12% 23% 23% 24% 100%
Loans and Advances – General 27% 12% 21% 19% 21% 100%
Levy of charges without prior notice 29% 4% 14% 23% 30% 100%
Pension 14% 13% 26% 27% 20% 100%
Failure to meet commitments 30% 6% 15% 25% 23% 100%
Recovery Agent related 42% 4% 9% 10% 35% 100%
Notes and Coins 13% 15% 22% 23% 27% 100%
Non-observance of FPC 40% 7% 12% 18% 23% 100%
Non-observance of BCSBI Codes 38% 9% 14% 18% 21% 100%
ATM/ Debit Card related 20% 10% 18% 24% 28% 100%
Mobile/ Electronic Banking related 27% 8% 16% 24% 25% 100%
Mis-selling 23% 9% 19% 28% 21% 100%
Others 36% 6% 12% 18% 28% 100%
Out of subject 81% 2% 5% 6% 6% 100%
 
Appendix 2.7 – Zone-wise distribution of complaints
East Zone 2018-19 2019-20 % change
Bhubaneshwar 4,138 5,311 28.35%
Guwahati 2,061 3,641 76.66%
Kolkata 11,793 11,699 (-)0.80%
Patna 7,998 17,392 117.45%
Ranchi 2,174 4,581 110.72%
Total 28,164 42,624 51.34%
% share to All India 14.38% 13.81%  
       
North Zone 2018-19 2019-20 % change
Chandigarh 13,063 31,594 141.86%
Dehradun 3,958 7,858 98.53%
Jaipur 11,455 18,144 58.39%
Jammu 908 1,530 68.50%
Kanpur 14,314 23,895 66.93%
New Delhi-I 33,690 18,147 (-)46.14%
New Delhi-II 11,242 20,817 85.17%
New Delhi-III 0 9,589 NA
Total 88,630 1,31,574 48.45%
% share to All India 45.24% 42.63%  
       
South Zone 2018-19 2019-20 % change
Bengaluru 11,044 18,475 67.29%
Chennai 11,557 17,724 53.36%
Hyderabad 10,391 19,947 91.96%
Thiruvananthapuram 5,038 6,696 32.91%
Total 38,030 62,842 65.24%
% share to All India 19.41% 20.36%  
       
West Zone 2018-19 2019-20 % change
Ahmedabad 9,796 16,008 63.41%
Bhopal 6,107 14,510 137.60%
Mumbai-I 13,106 19,473 48.58%
Mumbai-II 10,162 17,917 76.31%
Raipur 1,906 3,682 93.18%
Total 41,077 71,590 74.28%
% share to All India 20.97% 23.20%  
All India Total 1,95,901 3,08,630  
 
Appendix 2.8– Complainant-group wise classification
Complainant group Complaints received
2017-18 2018-19 2019-20
Individual 1,50,697 1,79,754 2,61,573
92.12% 91.76% 84.75%
Individual – Business 4,686 5,502 10,142
2.86% 2.81% 3.29%
Proprietorship / Partnership 473 651 5,286
0.29% 0.33% 1.71%
Limited Company 1,081 1,317 6,409
0.66% 0.67% 2.08%
Trust 326 466 541
0.20% 0.24% 0.18%
Association 331 325 436
0.20% 0.17% 0.14%
Government Department 535 960 5,075
0.33% 0.49% 1.64%
PSU 1,409 643 1,268
0.85% 0.33% 0.41%
Senior Citizen 2,098 1,328 8,149
1.28% 0.68% 2.64%
Others 1,954 4,955 9,751
1.19% 2.53% 3.16%
Total 1,63,590 1,95,901 3,08,630
Note: Figures in % indicate percentages share to total complaints
 
Appendix 2.9 – Bank-group wise classification
Bank group   % change
2017-18 2018-19 2019-20 (Y-o-Y)
Nationalized Banks 54,970 61,755 92,503 49.79%
33.60% 31.52% 29.97%
SBI 46,993 59,522 91,584 53.87%
28.73% 30.38% 29.67%
Private Sector Banks 42,443 54,922 98623 79.57%
25.94% 28.04% 31.96%
Payments and Small Finance Banks 473 1754 5227 198.00%
0.29% 0.90% 1.69%
Foreign Banks 3,850 4,196 5,935 41.44%
2.35% 2.14% 1.92%
RRBs/ Scheduled Primary Urban Co-op. Banks 3,229 3,660 6,060 65.57%
1.97% 1.87% 1.96%
Others 11,632 10,092 8,698 -13.81%
7.11% 5.15% 2.82%
Total 1,63,590 1,95,901 3,08,630  
Note: Figures in % indicate percentage share to total complaints
 
Appendix 2.10 – OBO-wise position of complaints disposed during 2019-20
OBO Complaints pending at the beginning of the Year Complaints received during the Year Complaints handled Complaints disposed Pending at the end of the year Rate of disposal
(%)
Ahmedabad 346 16,008 16,354 15,258 1,096 93.30%
Bengaluru 1,341 18,475 19,816 10,667 9,149 53.83%
Bhopal 307 14,510 14,817 14,446 371 97.50%
Bhubaneswar 202 5,311 5,513 5,442 71 98.71%
Chandigarh 57 31,594 31,651 31,650 1 100.00%
Chennai 233 17,724 17,957 17,482 475 97.35%
Dehradun 380 7,858 8,238 6,292 1,946 76.38%
Guwahati 79 3,641 3,720 3,647 73 98.04%
Hyderabad 171 19,947 20,118 19,806 312 98.45%
Jaipur 570 18,144 18,714 18,644 70 99.63%
Jammu 28 1,530 1,558 1,554 4 99.74%
Kanpur 460 23,895 24,355 20,830 3,525 85.53%
Kolkata 555 11,699 12,254 11,074 1,180 90.37%
Mumbai-I 977 19,473 20,450 18,676 1,774 91.33%
Mumbai -II 1,941 17,917 19,858 17,895 1,963 90.11%
New Delhi-I 2,776 18,147 20,923 20,240 683 96.74%
New Delhi-II 900 20,817 21,717 20,873 844 96.11%
New Delhi - III 0 9,589 9,589 9,423 166 98.27%
Patna 431 17,392 17,823 17,256 567 96.82%
Raipur 15 3,682 3,697 3,659 38 98.97%
Ranchi 73 4,581 4,654 4,533 121 97.40%
Thiruvananthapuram 227 6,696 6,923 6,854 69 99.00%
Total 12,069 3,08,630 3,20,699 2,96,201 24,498 92.36%
 
Appendix 2.11 – OBO-wise break-up of maintainable complaints during 2019-20
OBO No. of maintainable complaints
Ahmedabad 7,217
Bengaluru 4,099
Bhopal 5,544
Bhubaneswar 3,659
Chandigarh 30,584
Chennai 11,946
Dehradun 2,851
Guwahati 2,328
Hyderabad 10,138
Jaipur 12,963
Jammu 1,056
Kanpur 12,652
Kolkata 5,485
Mumbai-I 11,046
Mumbai-II 9,848
New Delhi-I 12,660
New Delhi-II 11,450
New Delhi - III 5,806
Patna 5,873
Raipur 1,891
Ranchi 2,528
Thiruvananthapuram 2,304
Total 1,73,928
 
Appendix 2.12- Bank-wise maintainable complaints disposed during 2019-20
Sr. No. Name of Bank No. of maintainable cases disposed
1 STATE BANK OF INDIA 48,333
2 HDFC BANK LIMITED 15,004
3 ICICI BANK LIMITED 11,844
4 AXIS BANK LIMITED 10,457
5 PUNJAB NATIONAL BANK 9,928
6 BANK OF BARODA 6,383
7 SBI CARDS 5,324
8 KOTAK MAHINDRA BANK LIMITED 4,915
9 BANK OF INDIA 4,671
10 CANARA BANK 4,075
11 CENTRAL BANK OF INDIA 3,702
12 UNION BANK OF INDIA 3,588
13 RBL BANK LIMITED 2,830
14 INDUSIND BANK LIMITED 2,597
15 INDIAN BANK 2,500
16 ALLAHABAD BANK 2,467
17 ORIENTAL BANK OF COMMERCE 2,331
18 IDBI BANK LIMITED 2,036
19 YES BANK LIMITED 1,973
20 ANDHRA BANK 1,812
21 INDIAN OVERSEAS BANK 1,807
22 UCO BANK 1,776
23 STANDARD CHARTERED BANK 1,712
24 SYNDICATE BANK 1,675
25 IDFC BANK LIMITED 1,570
26 CORPORATION BANK 1,386
27 PAYTM PAYMENTS BANK LIMITED 1,282
28 CITIBANK N.A 1,110
29 BANK OF MAHARASHTRA 1,019
30 PUNJAB AND SIND BANK 932
31 BANK OF BARODA (ERSTWHILE VIJAYA BANK) 827
32 AIRTEL PAYMENTS BANK LIMITED 818
33 BANK OF BARODA (ERSTWHILE DENA BANK) 815
34 UNITED BANK OF INDIA 811
35 FEDERAL BANK LIMITED 601
36 JAMMU & KASHMIR BANK LIMITED 408
37 KARUR VYSYA BANK LIMITED 408
38 DCB BANK LIMITED 345
39 HONGKONG AND SHANGHAI BANKING CORPORATION LIMITED 330
40 KARNATAKA BANK LIMITED 328
41 AU SMALL FINANCE BANK LIMITED 249
42 DBS BANK LIMITED 200
43 UTTAR BIHAR GRAMIN BANK 200
44 BANDHAN BANK LIMITED 196
45 BARODA UTTAR PRADESH GRAMIN BANK 192
46 SOUTH INDIAN BANK LIMITED 179
47 BARODA RAJASTHAN KSHETRIYA GRAMIN BANK 176
48 AMERICAN EXPRESS BANKING CORPORATION 173
49 CITY UNION BANK LIMITED 172
50 TAMILNAD MERCANTILE BANK LIMITED 168
51 LAKSHMI VILAS BANK LIMITED 164
52 GRAMIN BANK OF ARYAVART 158
53 SARASWAT CO-OPERATIVE BANK LIMITED 133
54 SARVA U.P. GRAMIN BANK 128
55 SARVA HARYANA GRAMIN BANK 116
56 KASHI GOMTI SAMYUT GRAMIN BANK 112
57 PUNJAB GRAMIN BANK 103
58 EQUITAS SMALL FINANCE BANK LIMITED 101
59 UJJIVAN SMALL FINANCE BANK LIMITED 101
60 MADHYA BIHAR GRAMIN BANK 99
61 PURVANCHAL BANK 98
62 FINO PAYMENTS BANK LIMITED 91
63 RAJASTHAN MARUDHARA GRAMIN BANK 88
64 PUNJAB AND MAHARASHTRA COOPERATIVE BANK LIMITED 86
65 DEUTSCHE BANK AG 84
66 ANDHRA PRADESH GRAMEENA VIKAS BANK 77
67 JANA SMALL FINANCE BANK LIMITED 76
68 PUNJAB AND MAHARASHTRA COOPERATIVE BANK LIMITED 73
69 KERALA GRAMIN BANK 64
70 ALLAHABAD UP GRAMIN BANK 63
71 HIMACHAL PRADESH GRAMIN BANK 63
72 PRATHAMA BANK 62
73 CHHATTISGARH RAJYA GRAMIN BANK 60
74 ODISHA GRAMYA BANK 54
75 CATHOLIC SYRIAN BANK LIMITED 53
76 ABHYUDAYA COOPERATIVE BANK LIMITED 50
77 ASSAM GRAMIN VIKASH BANK 47
78 TRIPURA GRAMIN BANK 47
79 BIHAR GRAMIN BANK 45
80 ANDHRA PRAGATHI GRAMEENA BANK 41
81 DHANLAXMI BANK LIMITED 41
82 SVC COOPERATIVE BANK LIMITED 40
83 INDIA POST PAYMENTS BANK LIMITED 39
84 MAHARASHTRA GRAMIN BANK 37
85 THANE JANATA SAHAKARI BANK LIMITED 37
86 NARMADA JHABUA GRAMIN BANK 36
87 CHAITANYA GODAVARI GRAMEENA BANK 35
88 COSMOS CO-OPERATIVE BANK LIMITED, PUNE 35
89 CAPITAL SMALL FINANCE BANK LIMITED 34
90 UTKARSH SMALL FINANCE BANK LIMITED 31
91 FINCARE SMALL FINANCE BANK LIMITED 28
92 CENTRAL MADHYA PRADESH GRAMIN BANK 26
93 JHARKHAND GRAMIN BANK 25
94 SAPTAGIRI GRAMEENA BANK 25
95 MADHYANCHAL GRAMIN BANK 24
96 UTKAL GRAMEEN BANK 24
97 ESAF SMALL FINANCE BANK LIMITED 20
98 BANGIYA GRAMIN VIKASH BANK 19
99 BARODA GUJARAT GRAMIN BANK 19
100 NAINITAL BANK LIMITED 19
101 TELANGANA GRAMEENA BANK 19
102 UTTARAKHAND GRAMIN BANK 19
103 BARCLAYS BANK PLC 18
104 DOMBIVALI NAGARI SAHAKARI BANK LIMITED 18
105 APNA SAHAKARI BANK LIMITED 15
106 NORTH KANARA G.S.B CO-OPERATIVE BANK LIMITED 15
107 KAPOL CO-OPERATIVE BANK LIMITED 14
108 KARNATAKA VIKAS GRAMEENA BANK 14
109 PANDYAN GRAMA BANK 14
110 PASCHIM BANGA GRAMIN BANK 14
111 UTTAR BANGA KSHETRIYA GRAMIN BANK 14
112 ADITYA BIRLA IDEA PAYMENTS BANK LIMITED 13
113 J & K GRAMEEN BANK 13
114 KALUPUR COMMERCIAL CO-OPERATIVE BANK LIMITED 13
115 SBI CARDS & PAYMENT SERVICES PRIVATE LIMITED 13
116 BOMBAY MERCANTILE CO-OPERATIVE BANK LIMITED 12
117 PALLAVAN GRAMA BANK 12
118 A.P. MAHESH CO-OPERATIVE URBAN BANK LIMITED 11
119 GREATER BOMBAY CO-OPERATIVE BANK LIMITED 11
120 SURYODAY SMALL FINANCE BANK LIMITED 9
121 VIDHARBHA KONKAN GRAMIN BANK 9
122 JANAKALYAN SAHAKARI BANK LIMITED 8
123 RAJKOT NAGRIK SAHAKARI BANK LIMITED 8
124 SAURASHTRA GRAMIN BANK 8
125 JANATA SAHAKARI BANK LIMITED 7
126 JIO PAYMENTS BANK LIMITED 7
127 THE ROYAL BANK OF SCOTLAND PLC 7
128 MEHSANA URBAN CO-OPERATIVE BANK LIMITED 6
129 BASSEIN CATHOLIC CO-OPERATIVE BANK LIMITED 5
130 THANE BHARAT SAHAKARI BANK LIMITED 5
131 MALWA GRAMIN BANK 4
132 RUPEE CO-OPERATIVE BANK LIMITED 4
133 VANANCHAL GRAMIN BANK 4
134 CITIZEN CREDIT CO-OPERATIVE BANK LIMITED 3
135 DENA GUJARAT GRAMIN BANK 3
136 NAGAR URBAN CO-OPERATIVE BANK LIMITED 3
137 NUTAN NAGRIK SAH.BANK LIMITED 3
138 PRAGATHI KRISHNA GRAMIN BANK 3
139 SANGLI URBAN CO-OPERATIVE BANK LIMITED 3
140 THE KALYAN JANATA SAHAKARI BANK LIMITED 3
141 AB BANK LIMITED 2
142 ABU DHABI COMMERCIAL BANK PJSC 2
143 BNP PARIBAS 2
144 ELLAQUAI DEHATI BANK 2
145 KARAD URBAN CO-OPERATIVE BANK LIMITED 2
146 KAVERI GRAMEENA BANK 2
147 MAHANAGAR CO-OPERATIVE BANK 2
148 MANIPUR RURAL BANK 2
149 MIZORAM RURAL BANK 2
150 NEW INDIA CO-OPERATIVE BANK LIMITED 2
151 NORTH EAST SMALL FINANCE BANK LIMITED 2
152 SHINHAN BANK 2
153 THE CITY CO-OPERATIVE BANK LIMITED 2
154 THE JALGAON PEOPLES CO OPERATIVE BANK LIMITED 2
155 THE MAHANAGAR CO-OPERATIVE BANK LIMITED 2
156 ZOROASTRIAN CO-OPERATIVE BANK LIMITED 2
157 ABHINAV SAHAKARI BANK LIMITED 1
158 AHMEDABAD MERCANTILE CO-OPERATIVE BANK LIMITED 1
159 BANK OF AMERICA, N.A 1
160 BANK OF BAHRAIN & KUWAIT B.S.C. 1
161 BANK OF NOVA SCOTIA 1
162 CITY CO-OPERATIVE BANK LIMITED 1
163 DATTATRAYMAHARAJ KALAMBE JAOLI SAHAKARI BANK LIMITED 1
164 FIRST ABU DHABI BANK PJSC 1
165 FULLERTON INDIA CREDIT COMPANY LIMITED 1
166 INDUSTRIAL AND COMMERCIAL BANK OF CHINA 1
167 JALGAON JANATA SAHAKARI BANK LIMITED 1
168 JPMORGAN CHASE BANK NATIONAL ASSOCIATION 1
169 KANGRA CO-OPERATIVE BANK LIMITED 1
170 KARAD JANATA SAHKARI BANK LIMITED 1
171 KEB HANA BANK 1
172 KHAMGAON URBAN CO-OPERATIVE BANK LIMITED 1
173 KRUNG THAI BANK PUBLIC COMPANY LIMITED 1
174 LANGPI DEHANGI RURAL BANK 1
175 MOGAVEERA CO-OPERATIVE BANK LIMITED 1
176 MUFG BANK LIMITED 1
177 PARSIK JANATA SAHAKARI BANK LIMITED 1
178 PUDUVAI BHARATHIAR GRAMA BANK 1
179 SARVODAYA CO-OPERATIVE BANK LIMITED 1
180 SHRIRAM CITY UNION FINANCE LIMITED 1
181 SREE NARAYANA GURU CO-OPERATIVE BANK LIMITED 1
182 THE AKOLA JANTA COMMERCIAL CO-OPERATIVE BANK LIMITED 1
183 THE JANATA CO-OPERATIVE BANK LIMITED 1
184 UJJAIN PARASPAR SAHAKARI BANK LIMITED 1
185 VAIDYANATH URBAN CO-OPERATIVE BANK LIMITED 1
186 VASAI VIKAS SAHAKARI BANK LIMITED 1
187 Others 1,716
  Total 1,73,928
 
Appendix 2.13 - TAT of complaints disposed – category-wise (in days)
Complaint category 2017-18 2018-19 2019-20 Jan to June-2020
Non-adherence to BCSBI Codes 30 33 78 40
Failure on commitments 47 34 74 31
Pension 48 36 95 50
Loans and Advance-housing 42 36 89 44
Notes and coins 35 36 85 35
Para-banking 43 37 89 39
Mobile banking / electronic banking 44 38 95 45
Charges without prior notice 49 40 89 42
Remittance 47 40 95 46
Deposit account 53 40 96 45
Loans and Advance- general 55 41 86 42
Recovery agent 61 43 104 57
Credit card 50 44 96 45
ATM/ Debit Card 58 52 102 50
Non-adherence to Fair Practices Code 62 58 93 50
Others 58 53 106 46
Overall 53 47 95 45
 
Appendix 2.14- Age-wise classification of pending complaints
Pending up to June 30, 2018 June 30, 2019 June 30, 2019
1 month 2,584 7,055 6,086
1.48% 3.49% 1.90%
1-2 months 2,140 3,478 3,223
1.22% 1.72% 1.00%
2-3 months 871 499 1,833
0.50% 0.25% 0.57%
More than 3 months 587 1,037 13,356
0.34% 0.51% 4.16%
Total pending 6,182 12,069 24,498
3.50% 5.97% 7.64%
Complaints handled 1,74,805 2,02,096 3,20,699
Note: Figures in % indicate percentage share to total complaints handled
 
Appendix 3.1 - Complaints received by ONBFCOs
ONBFCO 2017-18 2018-19 2019-20 Y-o-Y growth%
Chennai 139 1,124 3,300 193.59%
20.59% 28.16% 16.98%
Kolkata 70 513 1,227 139.18%
10.37% 12.85% 6.31%
Mumbai 343 995 8,021 706.13%
50.81% 24.93% 41.28%
New Delhi 123 1,359 6,884 406.55%
18.22% 34.05% 35.43%
Total 675 3,991 19,432 386.90%
Note: Figures in % indicate percentage share to total complaints received
 
Appendix 3.2–Complainant-Group wise category
Complainant category Complaints received
2019-20
Individual 9,943
51.17%
Individual - Business 580
2.98%
Proprietorship / Partnership 277
1.43%
Limited Company 425
2.19%
Trust 13
0.07%
Association 7
0.04%
Government Department 66
0.34%
PSU 21
0.11%
Senior Citizen 63
0.32%
Others 8,037
41.36%
Total 19,432
Note: Figures in % indicate percentage share to total complaints received
 
Appendix 3.3: Entity-wise list of total complaints received, and maintainable complaints disposed during 2019-20
Sr. No. NBFC Name Total complaints Maintainable complaints
1 BAJAJ FINANCE LIMITED 4,979 1,968
2 INDIABULLS CONSUMER FINANCE LIMITED 868 300
3 HDB FINANCIAL SERVICES LIMITED 593 252
4 TATA CAPITAL FINANCIAL SERVICES LIMITED 583 217
5 FULLERTON INDIA CREDIT COMPANY LIMITED 497 235
6 DMI FINANCE PRIVATE LIMITED 454 219
7 ADITYA BIRLA FINANCE LIMITED 420 156
8 BAJAJ FINSERV LIMITED 392 146
9 HOME CREDIT INDIA FINANCE PRIVATE LIMITED 338 134
10 CHOLAMANDALAM INVESTMENT AND FINANCE COMPANY LIMITED 326 154
11 INDIA INFOLINE FINANCE LIMITED 291 64
12 SHRIRAM CITY UNION FINANCE LIMITED 287 154
13 MUTHOOT FINANCE LIMITED 236 57
14 BAJAJ HOLDINGS AND INVESTMENT LIMITED 235 91
15 SMALL BUSINESS FINCREDIT INDIA PRIVATE LIMITED 221 56
16 HERO FINCORP LIMITED 175 68
17 MAHINDRA & MAHINDRA FINANCIAL SERVICES LIMITED 169 82
18 INDIABULLS COMMERCIAL CREDIT LIMITED 155 49
19 LENDINGKART FINANCE LIMITED 140 37
20 P.C. FINANCIAL SERVICES PRIVATE LIMITED 131 6
21 MAGMA FINCORP LIMITED 130 51
22 L&T FINANCE LIMITED 130 44
23 BHANIX FINANCE & INVESTMENT LIMITED 119 30
24 ADITYA BIRLA CAPITAL LIMITED 116 48
25 HINDUJA LEYLAND FINANCE LIMITED 115 54
26 SHRIRAM TRANSPORT FINANCE COMPANY LIMITED 113 55
27 IIFL WEALTH FINANCE LIMITED 110 32
28 KOTAK MAHINDRA PRIME LIMITED 104 53
29 CLIX CAPITAL SERVICES PRIVATE LIMITED 103 44
30 MANAPPURAM FINANCE LIMITED 97 47
31 TATA MOTORS FINANCE LIMITED 93 39
32 CAPFLOAT FINANCIAL SERVICES PRIVATE LIMITED 87 37
33 ASHISH SECURITIES PRIVATE LIMITED 87 13
34 EDELWEISS FINANCE & INVESTMENTS LIMITED 81 18
35 INDIABULLS FINANCE COMPANY PRIVATE LIMITED 79 27
36 AVANSE FINANCIAL SERVICES LIMITED 79 45
37 CAPRI GLOBAL CAPITAL LIMITED 69 29
38 RELIGARE FINVEST LIMITED 67 25
39 TVS CREDIT SERVICES LIMITED 62 36
40 HDFC CREDILA FINANCIAL SERVICES PRIVATE LIMITED 59 15
41 IDFC LIMITED 51 -
42 SBI CARDS & PAYMENT SERVICES PRIVATE LIMITED 48 1
43 SREI INFRASTRUCTURE FINANCE LIMITED 46 2
44 ECL FINANCE LIMITED 46 16
45 TATA MOTORS FINANCE SOLUTIONS LIMITED 43 24
46 BFL INVESTMENTS & FINANCIAL CONSULTANTS PRIVATE LIMITED 42 10
47 SREI EQUIPMENT FINANCE LIMITED 40 24
48 NEOGROWTH CREDIT PRIVATE LIMITED 38 18
49 HDFC HOLDINGS LIMITED 37 4
50 ADITYA BIRLA FINANCIAL SERVICES PRIVATE LIMITED 37 8
51 L & T FINANCE LIMITED 35 14
52 INDOSTAR CAPITAL FINANCE LIMITED 34 9
53 VISU LEASING AND FINANCE PRIVATE LIMITED 30 13
54 RELIANCE FINANCIAL LIMITED 30 -
55 RELIANCE CAPITAL LIMITED 29 1
56 SUNDARAM FINANCE LIMITED 28 16
57 CAPITAL FIRST LIMITED 28 1
58 RELIANCE COMMERCIAL FINANCE LIMITED 22 9
59 SI CREVA CAPITAL SERVICES PRIVATE LIMITED 21 4
60 MANBA FINANCE PRIVATE LIMITED 21 2
61 FEDBANK FINANCIAL SERVICES LIMITED 21 11
62 MUTHOOT FINCORP LIMITED 20 9
63 AEON CREDIT SERVICE INDIA PRIVATE LIMITED 20 4
64 MOTILAL OSWAL FINANCIAL SERVICES LIMITED 19 -
65 CITICORP FINANCE (INDIA) LIMITED 19 11
66 BELL FINVEST (INDIA) LIMITED 19 1
67 SHRI RAM FINANCE CORPORATION PRIVATE LIMITED 18 4
68 NISSAN RENAULT FINANCIAL SERVICES INDIA PRIVATE LIMITED 18 8
69 MUTHOOT VEHICLE & ASSET FINANCE LIMITED 18 10
70 INDIABULLS FINANCIAL SERVICES LIMITED 18 3
71 HDFC INVESTMENTS LIMITED 17 1
72 CLIX FINANCE INDIA PRIVATE LIMITED 17 7
73 MUTHOOT CAPITAL SERVICES LIMITED 16 6
74 ESS KAY FINCORP LIMITED 16 3
75 BMW INDIA FINANCIAL SERVICES PRIVATE LIMITED 16 6
76 BAJAJ FINVEST PRIVATE LIMITED 16 8
77 EDELWEISS FINVEST PRIVATE LIMITED 15 1
78 DEWAN MOTORS INVESTMENT & FINANCE LIMITED 15 1
79 BOB FINANCIAL SOLUTIONS LIMITED 15 2
80 ANAND RATHI GLOBAL FINANCE LIMITED 15 4
81 ORIX LEASING & FINANCIAL SERVICES INDIA LIMITED 14 3
82 AROHAN FINANCIAL SERVICES PRIVATE LIMITED 14 7
83 AKARA CAPITAL ADVISORS PRIVATE LIMITED 14 -
84 VOLKSWAGEN FINANCE PRIVATE LIMITED 12 6
85 VISTAAR FINANCIAL SERVICES PRIVATE LIMITED 12 7
86 KRAZYBEE SERVICES PRIVATE LIMITED 12 -
87 HINDUJA FINANCE PRIVATE LIMITED 12 2
88 EDELWEISS RETAIL FINANCE LIMITED 12 6
89 WADHAWAN GLOBAL CAPITAL LIMITED 11 -
90 INTEC CAPITAL LIMITED 11 1
91 MUTHOOT MICROFIN LIMITED 10 2
92 KARVY FINANCIAL SERVICES LIMITED 10 4
93 CAPITAL INDIA FINANCE LIMITED 10 2
94 BANDHAN FINANCIAL SERVICES LIMITED 10 -
95 UNITED PETRO FINANCE LIMITED 9 -
96 MONEYWISE FINANCIAL SERVICES PRIVATE LIMITED 9 1
97 KOTAK MAHINDRA FINANCE LIMITED 9 1
98 BARCLAYS INVESTMENTS & LOANS (INDIA) LIMITED 9 -
99 TAMILNADU POWER FINANCE AND INFRASTRUCTURE DEVELOPMENT CORPORATION LIMITED 8 1
100 RATTANINDIA FINANCE PRIVATE LIMITED 8 2
101 NAMAN FINANCE & INVESTMENT PRIVATE LIMITED 8 -
102 JUMBO FINVEST (INDIA) LIMITED 8 -
103 FINOVA CAPITAL PRIVATE LIMITED 8 -
104 EPIMONEY PRIVATE LIMITED 8 3
105 DAIMLER FINANCIAL SERVICES INDIA PRIVATE LIMITED 8 3
106 BUSSAN AUTO FINANCE INDIA PRIVATE LIMITED 8 4
107 ADANI CAPITAL PRIVATE LIMITED 8 -
108 SATIN CREDITCARE NETWORK LIMITED 7 -
109 PAISALO DIGITAL LIMITED 7 -
110 NORTHERN ARC CAPITAL LIMITED 7 3
111 ELECTRONICA FINANCE LIMITED 7 3
112 EKJOT ADVANCES LIMITED 7 -
113 CHADHA FINANCE PRIVATE LIMITED 7 -
114 BHARAT FINANCIAL INCLUSION LIMITED 7 -
115 AYE FINANCE PRIVATE LIMITED 7 2
116 ASHISH FISCAL SERVICES PRIVATE LIMITED 7 -
117 TATA FINANCE LIMITED 6 3
118 P C MEDIA SYSTEMS LIMITED 6 -
119 KOGTA FINANCIAL (INDIA) LIMITED 6 2
120 ICICI SECURITIES PRIMARY DEALERSHIP LIMITED 6 -
121 FORTUNE INTEGRATED ASSETS FINANCE LIMITED 6 2
122 FEDBANK FINANCIAL SERVICES LIMITED 6 3
123 BALAJI FINVEST PRIVATE LIMITED 6 2
124 BAJAJ LEASING AND FINANCE LIMITED 6 3
125 AUXILO FINSERVE PRIVATE LIMITED 6 2
126 ASIRVAD MICRO FINANCE LIMITED 6 1
127 AKME FINTRADE (INDIA) LIMITED 6 -
128 VISTAR FINANCIERS PRIVATE LIMITED 5 2
129 VISAGE HOLDINGS AND FINANCE PRIVATE LIMITED 5 -
130 VERITAS FINANCE PRIVATE LIMITED 5 3
131 USHA FINANCIAL SERVICES PRIVATE LIMITED 5 -
132 THIRUMENI FINANCE PRIVATE LIMITED 5 -
133 THE PEERLESS GENERAL FINANCE & INVESTMENT COMPANY LIMITED 5 1
134 SUBHAM CAPITAL PRIVATE LIMITED 5 -
135 SONATA FINANCE PRIVATE LIMITED 5 4
136 SAKTHI FINANCE LIMITED 5 4
137 RELIGARE FINANCE LIMITED 5 -
138 MAGMA CONSUMER FINANCE PRIVATE LIMITED 5 2
139 LAXMI INDIA FINLEASECAP PRIVATE LIMITED 5 -
140 L&T INFRASTRUCTURE FINANCE COMPANY LIMITED 5 2
141 KOTAK MAHINDRA INVESTMENTS LIMITED 5 -
142 KANAKADURGA FINANCE LIMITED 5 5
143 GLOBE FINCAP LIMITED 5 -
144 CSL FINANCE LIMITED 5 -
145 CAPITAL TRUST LIMITED 5 1
146 BLUE JAY FINLEASE LIMITED 5 -
147 ATD FINANCIAL SERVICES PRIVATE LIMITED 5 -
148 AMBIT FINVEST PRIVATE LIMITED 5 -
149 A & A CAPITAL SERVICES PRIVATE LIMITED 5 -
150 TVS FINANCE AND SERVICES LIMITED 4 -
151 SPANDANA SPHOORTY FINANCIAL LIMITED 4 1
152 SHAHA FINLEASE PRIVATE LIMITED 4 1
153 SBI GLOBAL FACTORS LIMITED 4 -
154 RELIANCE COMMERCIAL FINANCE PRIVATE LIMITED 4 -
155 RELIANCE COMMERCIAL COMPANY LIMITED 4 -
156 PUNJAB KASHMIR FINANCE LIMITED 4 1
157 ONE CAPITALL LIMITED 4 -
158 NAME NOT MENTIONED 4 -
159 MANAPPURAM ASSET FINANCE LIMITED 4 3
160 LOTUS CAPITAL FINANCIAL SERVICES LIMITED 4 -
161 KOSAMATTAM FINANCE LIMITED 4 1
162 FORD CREDIT INDIA PRIVATE LIMITED 4 -
163 BERAR FINANCE LIMITED 4 1
164 AXIS FINANCE LIMITED 4 1
165 AVAIL FINANCIAL SERVICES PRIVATE LIMITED 4 -
166 YOGAKSHEMAM LOANS LIMITED 3 1
167 UPWARD FINANCIAL SERVICES LIMITED 3 -
168 TUSHAR LEASING & INVESTMENT PRIVATE LIMITED 3 -
169 TATA CAPITAL LIMITED 3 2
170 RELIGARE ENTERPRISES LIMITED 3 1
171 POOJA FINLEASE LIMITED 3 -
172 PEERLESS FINANCIAL SERVICES LIMITED 3 -
173 PAUL FINCAP PRIVATE LIMITED 3 2
174 ORANGE RETAIL FINANCE INDIA PRIVATE LIMITED 3 2
175 MUTHOOTTU MINI FINANCIERS LIMITED 3 1
176 MAS FINANCIAL SERVICES LIMITED 3 1
177 MADURA MICRO FINANCE LIMITED 3 1
178 INDITRADE MICROFINANCE LIMITED 3 -
179 IL & FS FINANCIAL SERVICES LIMITED 3 -
180 IFCI VENTURE CAPITAL FUNDS LIMITED 3 -
181 FIVE STAR BUSINESS FINANCE LIMITED 3 2
182 FINO FINANCE PRIVATE LIMITED 3 -
183 ESSEL FINANCE BUSINESS LOANS LIMITED 3 -
184 CRB CAPITAL MARKETS 3 -
185 CITICORP MARUTI FINANCE LIMITED 3 1
186 CITICORP FINANCE (INDIA) LIMITED 3 3
187 CENTRUM FINANCIAL SERVICES LIMITED 3 -
188 BALAJI INSTALMENTS LIMITED 3 -
189 APOLLO TRADING AND FINANCE PRIVATE LIMITED 3 -
190 ANNAPURNA MICROFINANCE PRIVATE LIMITED 3 2
191 VOLVO FINANCIAL SERVICES (INDIA) PRIVATE LIMITED 2 -
192 TAMILNADU TRANSPORT DEVELOPMENT FINANCE CORPORATION LIMITED 2 1
193 SVASTI MICRO FINANCE PRIVATE LIMITED 2 1
194 SUSTAINABLE AGRO-COMMERCIAL FINANCE LIMITED 2 -
195 SHRIRAM EQUIPMENT FINANCE COMPANY LIMITED 2 2
196 SHAREKHAN BNP PARIBAS FINANCIAL SERVICES PRIVATE LIMITED 2 -
197 SANCHAYANI SAVINGS & INVESTMENT (INDIA) LIMITED 2 -
198 SAIJA FINANCE PRIVATE LIMITED 2 -
199 SAI POINT FINANCE CORPORATION LIMITED 2 -
200 SAHARA INDIA CORPORATION INVESTMENT LIMITED 2 -
201 RIVIERA INVESTORS PRIVATE LIMITED 2 -
202 RHINO FINANCE PRIVATE LIMITED 2 -
203 RELIANCE FINVEST PRIVATE LIMITED 2 -
204 RAJKAMAL LEASING AND INVESTMENT PRIVATE LIMITED 2 -
205 PCR INVESTMENTS LIMITED 2 -
206 P. H. F. LEASING LIMITED 2 -
207 P C COMBINES PRIVATE LIMITED 2 -
208 NABARD FINANCIAL SERVICES LIMITED 2 -
209 LOTUS SREE FILCO PRIVATE LIMITED 2 -
210 L & T FINANCE HOLDINGS LIMITED 2 1
211 KOTAK INVESTMENTS LIMITED 2 -
212 KOTAK INFRASTRUCTURE DEBT FUND LIMITED 2 -
213 KINARA FINANCIAL PRIVATE LIMITED 2 1
214 KIM INVESTMENTS LIMITED 2 -
215 KERALA TRANSPORT DEVELOPMENT FINANCE CORPORATION LIMITED 2 1
216 J R G FINCORP LIMITED 2 -
217 INTELLECASH MICROFINANCE NETWORK COMPANY PRIVATE LIMITED 2 -
218 INDIAN SCHOOL FINANCE COMPANY PRIVATE LIMITED 2 -
219 IDFC FINANCIAL HOLDING COMPANY LIMITED 2 1
220 FUSION MICROFINANCE PRIVATE LIMITED 2 -
221 FORTUNE CREDIT CAPITAL LIMITED 2 1
222 FINQUEST FINANCIAL SOLUTIONS PRIVATE LIMITED 2 -
223 DIGAMBER CAPFIN LIMITED 2 -
224 DE LAGE LANDEN FINANCIAL SERVICES INDIA PRIVATE LIMITED 2 -
225 DCM FINANCIAL SERVICES LIMITED 2 -
226 CRYSTAL CREDITS CORPORATION LIMITED 2 -
227 CHOLA FINANCE LIMITED 2 1
228 BALAJI FINANCE PRIVATE LIMITED 2 1
229 ANGEL FINCAP PRIVATE LIMITED 2 -
230 AMRIT MALWA CAPITAL LIMITED 2 1
231 ALTICO CAPITAL INDIA LIMITED 2 1
232 AADHAR FINANCIAL SERVICES LIMITED 2 -
233 A S CONFIN PRIVATE LIMITED 2 -
234 A K CAPITAL FINANCE PRIVATE LIMITED 2 -
235 SHREE OM FINANCE INDIA LIMITED 2 -
236 YMS FINANCE PRIVATE LIMITED 1 -
237 YATISH TRADING COMPANY PRIVATE LIMITED 1 -
238 WINRO COMMERCIAL (INDIA) LIMITED 1 -
239 WILLIAMSON FINANCIAL SERVICES LIMITED 1 -
240 WEST BENGAL INDUSTRIAL DEVELOPMENT CORPORATION LIMITED 1 -
241 VLS FINANCE LIMITED 1 -
242 VIVIFI INDIA FINANCE PRIVATE LIMITED 1 -
243 VENUS INDIA ASSET-FINANCE PRIVATE LIMITED 1 -
244 VEDIKA CREDIT CAPITAL LIMITED 1 -
245 V S G LEASING & FINANCE COMPANY LIMITED 1 1
246 UTKARSH CORE INVEST LIMITED 1 -
247 UTI VENTURE FUNDS MANAGEMENT COMPANY LIMITED 1 -
248 UPWARD MUTUAL BENEFITS LIMITED 1 -
249 UAE EXCHANGE & FINANCIAL SERVICES LIMITED 1 -
250 TOYOTA FINANCIAL SERVICES INDIA LIMITED 1 -
251 TELETEC FINSEC INDIA PRIVATE LIMITED 1 -
252 TATA INVESTMENT CORPORATION LIMITED 1 -
253 TAMIL FINANCE AND INVESTMENTS PRIVATE LIMITED 1 -
254 TAB CAPITAL LIMITED 1 -
255 SWASTIKA FIN-MART PRIVATE LIMITED 1 -
256 SUN FINANCE & INVESTMENTS PRIVATE LIMITED 1 -
257 STARAGRI FINANCE LIMITED 1 -
258 STANDARD CHARTERED INVESTMENTS & LOANS (INDIA) LIMITED 1 -
259 SINGHLAND INVESTMENT LIMITED 1 -
260 SHUBHAM FINANCIAL SERVICES LIMITED 1 -
261 SHUBHAM FINANCE PRIVATE LIMITED 1 -
262 SHRIRAM CREDIT COMPANY LIMITED 1 1
263 SHREM INVESTMENTS PRIVATE LIMITED 1 -
264 SHARE MICROFIN LIMITED 1 1
265 SBI FACTORS & COMMERCIAL SERVICES PRIVATE LIMITED 1 -
266 SAHARA INDIA INVESTMENT CORPORATION LIMITED 1 -
267 SAHARA INDIA FINANCE & INVESTMENT LIMITED 1 -
268 S H FINANCE & CREDIT PRIVATE LIMITED 1 -
269 RUPAR FINANCE PRIVATE LIMITED 1 1
270 RHINE AND RAAVI CREDITS & HOLDINGS LIMITED 1 -
271 RHC FINANCE PRIVATE LIMITED 1 -
272 RELIANCE VENTURES LIMITED 1 -
273 RELIANCE RETAIL FINANCE LIMITED 1 -
274 PUNJAB STATE INDUSTRIAL DEVELOPMENT CORPORATION LIMITED 1 -
275 POPULAR SUPPLIERS PRIVATE LIMITED 1 -
276 POONAWALLA CREDIT PRIVATE LIMITED 1 -
277 POOJA FINANCE LIMITED 1 -
278 PNB GILTS LIMITED 1 -
279 PNB FINANCE & INDUSTRIES LIMITED 1 -
280 PHONEPE PRIVATE LIMITED 1 1
281 PAYTM PAYMENTS BANK LIMITED 1 -
282 PAHAL FINANCIAL SERVICES PRIVATE LIMITED 1 -
283 OXYZO FINANCIAL SERVICES PRIVATE LIMITED 1 -
284 ORIX AUTO INFRASTRUCTURE SERVICES LIMITED 1 1
285 OPTACREDIT FINTECH PRIVATE LIMITED 1 -
286 MUTHOOT MONEY PRIVATE LIMITED 1 1
287 MSV FISCAL SERVICES PRIVATE LIMITED 1 -
288 MOUNT INTRA FINANCE PRIVATE LIMITED 1 -
289 MICRO FINANCE PRIVATE LIMITED 1 -
290 METROCITY FINANCE PRIVATE LIMITED 1 -
291 MENTOR CAPITAL LIMITED 1 -
292 MAXVALUE CREDITS & INVESTMENTS PRIVATE LIMITED 1 1
293 MANTRANA FINLEASE LIMITED 1 -
294 MAHINDRA HOLDINGS & FINANCE LIMITED 1 1
295 MAHENDRA FINANCIAL & INVESTMENTS SERVICES PRIVATE LIMITED 1 -
296 MAHAVEER FINANCE INDIA LIMITED 1 -
297 M.B. FINMART PRIVATE LIMITED 1 -
298 M & M FINSEC PRIVATE LIMITED 1 -
299 LKP FINANCE LIMITED 1 -
300 L & T FINCORP LIMITED 1 1
301 KUDOS FINANCE & INVESTMENTS PRIVATE LIMITED 1 -
302 KUBIZ CAPITAL PRIVATE LIMITED 1 -
303 KISSANDHAN AGRI FINANCIAL SERVICES PRIVATE LIMITED 1 -
304 KERALA STATE INDUSTRIAL DEVELOPMENT
CORPORATION LIMITED
1 -
305 JVG SECURITIES LIMITED 1 -
306 JVG LEASING LIMITED 1 -
307 JOHN DEERE FINANCIAL INDIA PRIVATE LIMITED 1 -
308 JFC FINANCE (INDIA) LIMITED 1 -
309 J M FINANCIAL & INVESTMENT CONSULTANCY SERVICES PRIVATE LIMITED 1 -
310 INTEGRATED FINANCE COMPANY LIMITED 1 -
311 INDIABULLS CREDIT SERVICES LIMITED 1 1
312 INDEL MONEY PRIVATE LIMITED 1 -
313 IKF FINANCE LIMITED 1 -
314 IFCI FACTORS LIMITED 1 -
315 ICL FINCORP LIMITED 1 -
316 HTC FINANCE PRIVATE LIMITED 1 -
317 HEWLETT-PACKARD FINANCIAL SERVICES (INDIA) PRIVATE LIMITED 1 -
318 HELP FINANCE LIMITED 1 -
319 GLOBAL LEASING & FINANCE LIMITED 1 -
320 FUTURE CARE FIN CORPORATION PRIVATE LIMITED 1 -
321 FIDELITY FINANCE LIMITED 1 -
322 FAIRWEALTH FINANCIAL SERVICES LIMITED 1 -
323 EWS FINANCE AND INVESTMENTS PRIVATE LIMITED 1 -
324 ENARAI FINANCE LIMITED 1 -
325 EDEL FINANCE COMPANY LIMITED 1 -
326 DUGAR FINANCE & INVESTMENTS LIMITED 1 -
327 DRP TRADING & INVESTMENTS PRIVATE LIMITED 1 -
328 DAFFODIL INVESTMENT & TRADING COMPANY LIMITED 1 -
329 CREDITACCESS GRAMEEN LIMITED 1 1
330 CREDIT SUISSE FINANCE (INDIA) PRIVATE LIMITED 1 -
331 CREDIT SUDHAAR FINANCE PRIVATE LIMITED 1 -
332 CISCO SYSTEMS CAPITAL (INDIA) PRIVATE LIMITED 1 -
333 CHRYSALIS FINANCE LIMITED 1 -
334 CHEMMANUR CREDITS AND INVESTMENTS LIMITED 1 -
335 BSS MICROFINANCE PRIVATE LIMITED 1 -
336 BMW FIN-INVEST PRIVATE LIMITED 1 -
337 BIRLA FINANCE LIMITED 1 -
338 BHANDARI FINANCE AND INVESTMENT PRIVATE LIMITED 1 -
339 BANDHAN FINANCIAL HOLDINGS LIMITED 1 -
340 BAJRANG INVESTMENTS PRIVATE LIMITED 1 -
341 BAJRANG FINANCE LIMITED 1 -
342 BAJAJ AUTO HOLDINGS LIMITED 1 1
343 BAID LEASING & FINANCE COMPANY LIMITED 1 -
344 BACHHRAJ & COMPANY PRIVATE LIMITED 1 -
345 B R D SECURITIES LIMITED 1 -
346 AUTO & HOUSEHOLD FINANCE (INDIA) LIMITED 1 -
347 ASHIKA CREDIT CAPITAL LIMITED 1 -
348 ARMAN FINANCIAL SERVICES LIMITED 1 -
349 ARKAY INTERNATIONAL FINSEC LIMITED 1 -
350 APOLLO FINVEST (INDIA) LIMITED 1 -
351 APHELION FINANCE PRIVATE LIMITED 1 -
352 APC FINANCE (INDIA) LIMITED 1 -
353 ANANYA FINANCE FOR INCLUSIVE GROWTH PRIVATE LIMITED 1 -
354 AMAZON PAY (INDIA) PRIVATE LIMITED 1 1
355 ALTURA FINANCIAL SERVICES LIMITED 1 1
356 AKG FINVEST 1 -
357 AHA HOLDINGS PRIVATE LIMITED 1 -
358 ADITYA HOUSING & FINANCE PRIVATE LIMITED 1 -
359 ADARSH FINANCIERS LIMITED 1 -
360 ABHINAV HIRE PURCHASE LIMITED 1 -
361 A H K FINANCE PRIVATE LIMITED 1 -
362 INDUSTRIAL AND PRUDENTIAL INVESTMENT COMPANY LIMITED 1 -
363 OTHERS 4,092 -
 
Appendix 4.1: Office-wise receipt of Complaints by OODTs
OODT Complaints received during % change in 2019-20 over 2018-19 % to total complaints
2018-19 2019-20
Ahmedabad 7 74 957.14% 2.98%
Bengaluru 45 222 393.33% 8.95%
Bhopal 19 167 778.95% 6.73%
Bhubaneswar 4 75 1775.00% 3.02%
Chandigarh 85 108 27.06% 4.35%
Chennai 27 133 392.59% 5.36%
Dehradun 0 55 - 2.22%
Guwahati 3 20 566.67% 0.81%
Hyderabad 16 196 1125.00% 7.90%
Jaipur 10 141 1310.00% 5.68%
Jammu 0 8 - 0.32%
Kanpur 1 131 13000.00% 5.28%
Kolkata 9 220 2344.44% 8.87%
Mumbai I 11 176 1500.00% 7.09%
Mumbai II 9 217 2311.11% 8.75%
New Delhi I 97 142 46.39% 5.72%
New Delhi II 95 128 34.74% 5.16%
New Delhi III 0 55 - 2.22%
Patna 2 122 6000.00% 4.92%
Raipur 2 23 1050.00% 0.93%
Ranchi 0 41 - 1.65%
Thiruvananthapuram 28 27 -3.57% 1.09%
Grand Total 470 2481 427.87% 100.00%
 
Appendix 4.2 – Zone-wise distribution of OODT complaints
East Zone 2018-19 2019-20 % change
Bhubaneshwar 4 75 1775.00%
Guwahati 3 20 566.67%
Kolkata 9 220 2344.44%
Patna 2 122 6000.00%
Ranchi 0 41  
Total 18 478 2555.56%
% share to All India 3.83% 19.27%  
       
North Zone 2018-19 2019-20 % change
Chandigarh 85 108 27.06%
Dehradun 0 55  
Jaipur 10 141 1310.00%
Jammu 0 8  
Kanpur 1 131 13000.00%
New Delhi-I 97 142 46.39%
New Delhi-II 95 128 34.74%
New Delhi-III 0 55  
Total 288 768 166.67%
% share to All India 61.28% 30.96%  
       
South Zone 2018-19 2019-20 % change
Bengaluru 45 222 393.33%
Chennai 27 133 392.59%
Hyderabad 16 196 1125.00%
Thiruvananthapuram 28 27 -3.57%
Total 116 578 398.28%
% share to All India 24.68% 23.30%  
       
West Zone 2018-19 2019-20 % change
Ahmedabad 7 74 957.14%
Bhopal 19 167 778.95%
Mumbai-I 11 176 1500.00%
Mumbai-II 9 217 2311.11%
Raipur 2 23 1050.00%
Total 48 657 1268.75%
% share to All India 10.21% 26.48%  
 
Appendix 4.3 – Complainant-group wise receipt of complaints at OODTs
Complainant category Complaints received
2019-20
Individual 1,916
77.23%
Individual - Business 109
4.39%
Proprietorship / Partnership 20
0.81%
Limited Company 83
3.35%
Trust 5
0.20%
Association 3
0.12%
Government Department 39
1.57%
PSU 8
0.32%
Senior Citizen 25
1.01%
Others 273
11.00%
Total 2,481
Note: Figures in % indicate percentage to total complaints received.
 
Appendix 4.4 Office-wise receipt and disposal of complaints received at OODTs during the year
OODT Complaints pending at the beginning of the Year Complaints received during the Year Complaints handled Complaints disposed Pending at the end of the year Rate of disposal
(%)
Ahmedabad 0 74 74 74 0 100.00%
Bengaluru 26 222 248 74 174 29.84%
Bhopal 1 167 168 165 3 98.21%
Bhubaneswar 0 75 75 75 0 100.00%
Chandigarh 2 108 110 110 0 100.00%
Chennai 1 133 134 134 0 100.00%
Dehradun 0 55 55 32 23 58.18%
Guwahati 1 20 21 21 0 100.00%
Hyderabad 1 196 197 197 0 100.00%
Jaipur 0 141 141 141 0 100.00%
Jammu 0 8 8 8 0 100.00%
Kanpur 0 131 131 130 1 99.24%
Kolkata 0 220 220 220 0 100.00%
Mumbai-I 0 176 176 153 23 86.93%
Mumbai -II 0 217 217 214 3 98.62%
New Delhi-I 17 142 159 159 0 100.00%
New Delhi-II 3 128 131 131 0 100.00%
New Delhi - III   55 55 55 0 100.00%
Patna 0 122 122 122 0 100.00%
Raipur 0 23 23 20 3 86.96%
Ranchi 0 41 41 41 0 100.00%
Thiruvananthapuram 1 27 28 28 0 100.00%
Total 53 2,481 2,534 2,304 230 90.92%
 
Appendix 4.5 - OODT-wise distribution of maintainable complaints
Sr No. OODT No of maintainable complaints
1 Ahmedabad 30
2 Bangalore 37
3 Bhopal 14
4 Bhubaneswar 55
5 Chandigarh 91
6 Chennai 77
7 Dehradun 11
8 Guwahati 9
9 Hyderabad 67
10 Jaipur 99
11 Jammu 5
12 Kanpur 47
13 Kolkata 62
14 Mumbai-I 53
15 Mumbai-II 89
16 New Delhi-I 81
17 New Delhi-II 49
18 New Delhi - III 34
19 Patna 17
20 Raipur 7
21 Ranchi 11
22 Thiruvananthapuram 3
Total 948
 
Appendix 4.6: Position of complaints pending at the end of the year at OODTs
(as on June 30, 2020)
Age No. of complaints
1 Month 31
1.25%
1-2 Months 20
0.81%
2-3 Months 23
0.93%
More than 3 Months 156
6.29%
Total Pending 230
9.27%
Complaints handled 2,481
Note: Figures in % indicate percentage to maintainable complaints
 
Appendix 5.1 - Position of complaints received through CPGRAMS
OBO 2017-18 2018-19 2019-20
Ahmedabad 18 27 68
Bengaluru 10 27 52
Bhopal 8 18 31
Bhubaneswar 5 5 40
Chandigarh 5 10 31
Chennai 15 17 438
Dehradun 1 12 18
Guwahati 0 7 10
Hyderabad 4 15 31
Jaipur 7 10 58
Jammu 0 0 2
Kanpur 12 23 11
Kolkata 8 15 40
Mumbai-I 17 40 82
Mumbai-II 0 25 166
New Delhi-I 26 27 129
New Delhi-II 3 29 225
New Delhi-III NA NA 14
Patna 1 8 51
Raipur 1 2 2
Ranchi 0 1 7
Thiruvananthapuram 8 3 9
Total 149 321 1,515
 
Appendix 5.2 - Applications received by OBOs under RTI Act, 2005
OBO 2017-18 2018-19 2019-20
Ahmedabad 33 17 28
Bengaluru 36 23 49
Bhopal 19 16 15
Bhubaneswar 9 5 18
Chandigarh 51 48 175
Chennai 95 46 103
Dehradun 28 14 40
Guwahati 5 4 9
Hyderabad 53 37 80
Jaipur 48 53 99
Jammu 1 1 1
Kanpur 272 164 159
Kolkata 61 22 46
Mumbai-I 93 80 106
Mumbai-II 3 47 83
New Delhi-I 118 139 148
New Delhi-II 40 39 117
New Delhi-III NA NA 33
Patna 45 62 90
Raipur 2 0 9
Ranchi 9 6 22
Thiruvananthapuram 18 6 6
Total 1039 829 1,436
 

Appendix 6.1: Important notifications relating to Customer Service issued by the RBI in 2019-20

July 01, 2019 Master Circular – Facility for Exchange of Notes and Coins (RBI/2019-20/02 DCM (NE) No. G-2/08.07.18/2019-20): The Master Circular has inter alia mandated banks to issue fresh/ good quality notes and coins of all denominations on demand, exchange soiled/ mutilated/ defective notes, and accept coins and notes either for transactions or exchange. All branches should provide the facilities to members of public without any discrimination on all working days. None of the bank branches should refuse to accept small denomination notes and/ or coins tendered at their counters.
July 01, 2019 Master Circular – Scheme of Penalties for bank branches based on performance in rendering customer service to the members of public (RBI/2019-20/07 DCM (CC) No.G-5/03.44.01/2019-20): The Scheme of Penalties for bank branches including currency chests has been formulated in order to ensure that all bank branches provide better customer service to members of public with regard to exchange of notes and coins, in keeping with the objectives of Clean Note Policy. Penalties may be imposed on banks for deficiencies in exchange of notes and coins/ remittances sent to RBI/ operations of currency chests etc.
July 01, 2019 Master Direction on Currency Distribution & Exchange Scheme (CDES) based on performance in rendering customer service to the members of public (RBI/2019-20/69 Master Direction DCM (CC) No.G-6/03.41.01/2019-20): In terms of the Preamble, under Section 45 of the RBI Act, 1934 and 35 A of the Banking Regulation Act, 1949, the Bank issues guidelines/ instructions for realizing the objectives of Clean Note Policy. With a view to sustaining these objectives, the Bank has formulated a scheme of incentives titled Currency Distribution and Exchange Scheme (CDES) in order to ensure that all bank branches provide better customer services to members of public.
August 02, 2019 Financial Inclusion - Access to Banking Services - Basic Savings Bank Deposit Account (BSBDA) (RBI/2019-20/31 DCBR.BPD (PCB/RCB).Cir.No.02/13.01.000/2019-20) : Banks have been advised to offer the following basic minimum facilities in the BSBD Account, free of charge, without any requirement of minimum balance.

(i) Deposit of cash at bank branch as well as ATMs/ CDMs

(ii) Receipt/ credit of money through any electronic channel or by means of deposit/ collection of cheques drawn by Central/ State Government agencies and departments

(iii) No limit on number and value of deposits that can be made in a month

(iv) Minimum of four withdrawals in a month, including ATM withdrawal

(v) ATM Card or ATM/ Debit Card

Further, Banks are free to provide additional value-added services, including issue of cheque book, beyond the above minimum facilities, which may/may not be priced (in a non-discriminatory manner) subject to disclosure.
August 09, 2019 Amendment to Master Direction (MD) on KYC (RBI/2019-20/37 DBR.AML.BC.No.11/14.01.001/2019-20): Government of India, vide Gazette Notification G.S.R. 381(E) dated May 28, 2019, has notified amendment to the Prevention of Money-laundering (Maintenance of Records) Rules, 2005 (PML Rules).

The change carried out in the Master Direction in accordance with the aforementioned amendment to the PML Rules is as under:

A proviso has been added to condition (b) of Section 23 of the Master Direction to the effect that, where the individual is a prisoner in a jail, the signature or thumb print shall be affixed in presence of the officer in-charge of the jail and the said officer shall certify the same under his signature and the account shall remain operational on annual submission of certificate of proof of address issued by the officer in-charge of the jail.
August 14, 2019 Usage of ATMs – Free ATM transactions – Clarifications (RBI/2019-20/41 DPSS.CO.PD No. 377/02.10.002/2019-20) : Transactions which fail on account of technical reasons like hardware, software, communication issues; non-availability of currency notes in the ATM; and other declines ascribable directly/ wholly to the bank/ service provider; invalid PIN/ validations; etc., shall not be counted as valid ATM transactions for the customer. Consequently, no charges therefor shall be levied.

Non-cash withdrawal transactions (such as balance enquiry, cheque book request, payment of taxes, funds transfer, etc.), which constitute ‘on-us’ transactions (i.e., when a card is used at an ATM of the bank which has issued the card) shall also not be part of the number of free ATM transactions.
August 21, 2019 Real Time Gross Settlement (RTGS) System – Increase in operating hours (RBI/2019-20/46 DPSS (CO) RTGS No.364/04.04.016/2019-20): At present, the RTGS system is available for customer transactions from 8:00 am to 6:00 pm and for inter-bank transactions from 8:00 am to 7:45 pm. In order to increase the availability of the RTGS system, it has been decided to extend the operating hours of RTGS and commence operations for customers and banks from 7:00 am. Accordingly, The RTGS time window with effect from August 26, 2019 will, therefore, be as under:
 
Sr. No. Event Time
1. Open for Business 07:00 hours
2. Customer transactions (Initial Cut-off) 18:00 hours
3. Inter-bank transactions (Final Cut-off) 19:45 hours
4. IDL Reversal 19:45 hours - 20:00 hours
5. End of Day 20:00 hours
August 21, 2019 Processing of e-mandate on cards for recurring transactions (RBI/2019-20/47 DPSS.CO.PD.No.447/02.14.003/2019-20) : The Reserve Bank of India (RBI) has, over the past decade, put in place various safety and security measures for card payments, including the requirement of Additional Factor of Authentication (AFA), especially for ‘card-not-present’ transactions. Recurring transactions based on standing instructions given to the merchants by the cardholders were brought within the ambit of AFA.

Keeping in view the changing payment needs and the requirement to balance the safety and security of card transactions with customer convenience, it has been decided to permit processing of e-mandate on cards for recurring transactions (merchant payments) with AFA during e-mandate registration, modification and revocation, as also for the first transaction, and simple / automatic subsequent successive transactions, subject to certain conditions.
August 29, 2019 Cash Withdrawal at Points-of-Sale (PoS) Devices (RBI/2019-20/50 DPSS.CO.PD.No.501/02.14.003/2019-20) : RBI had issued instructions on cash withdrawal at PoS devices enabled for all debit cards/open loop prepaid cards issued by banks. The instructions outlined therein, limit –
  • cash withdrawal to ₹ 1,000/- per day in Tier I and II centres and ₹ 2,000/- per day in Tier III to VI centres

  • customer charges, if any, on such cash withdrawals to not more than 1% of the transaction amount.

September 20, 2019 Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems (RBI/2019-20/67 DPSS.CO.PD No.629/02.01.014/2019-20) : Reserve Bank has put in place a framework on TAT for resolution of customer complaints and compensation framework across all authorised payment systems from October 15, 2019 as depicted in the table below :

T is the day of transaction and refers to the calendar date.
 
Sl. no. Description of the incident Framework for auto-reversal and compensation
Timeline for auto-reversal Compensation payable
I II III IV
1 Automated Teller Machines (ATMs) including Micro-ATMs
a Customer’s account debited but cash not dispensed. Pro-active reversal (R) of failed transaction within a maximum of T + 5 days. ₹ 100/- per day of delay beyond T + 5 days, to the credit of the account holder.
2 Card Transaction
a Card to card transfer

Card account debited but the beneficiary card account not credited.
Transaction to be reversed (R) latest within T + 1 day, if credit is not effected to the beneficiary account. ₹ 100/- per day of delay beyond T + 1 day.
b Point of Sale (PoS) (Card Present) including Cash at PoS

Account debited but confirmation not received at merchant location i.e., charge-slip not generated.
Auto-reversal within T + 5 days. ₹ 100/- per day of delay beyond T + 5 days.
c Card Not Present (CNP) (e-commerce)

Account debited but confirmation not received at merchant’s system.
3 Immediate Payment System (IMPS)
a Account debited but the beneficiary account is not credited. If unable to credit to beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day. ₹100/- per day if delay is beyond T + 1 day.
4 Unified Payments Interface (UPI)
a Account debited but the beneficiary account is not credited (transfer of funds). If unable to credit the beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day. ₹100/- per day if delay is beyond T + 1 day.
b Account debited but transaction confirmation not received at merchant location (payment to merchant). Auto-reversal within T + 5 days. ₹100/- per day if delay is beyond T + 5 days.
5 Aadhaar Enabled Payment System (including Aadhaar Pay)
a Account debited but transaction confirmation not received at merchant location. Acquirer to initiate “Credit Adjustment” within T + 5 days. ₹100/- per day if delay is beyond T + 5 days.
b Account debited but beneficiary account not credited.
6 Aadhaar Payment Bridge System (APBS)
a Delay in crediting beneficiary’s account. Beneficiary bank to reverse the transaction within T + 1 day. ₹100/- per day if delay is beyond T + 1 day.
7 National Automated Clearing House (NACH)
a Delay in crediting beneficiary’s account or reversal of amount. Beneficiary bank to reverse the uncredited transaction within T + 1 day. ₹100/- per day if delay is beyond T + 1 day.
b Account debited despite revocation of debit mandate with the bank by the customer. Customer’s bank will be responsible for such debit. Resolution to be completed within T + 1 day.
8 Prepaid Payment Instruments (PPIs) – Cards / Wallets
a Off-Us transaction

The transaction will ride on UPI, card network, IMPS, etc., as the case may be. The TAT and compensation rule of respective system shall apply.
b On-Us transaction

Beneficiary’s PPI not credited.

PPI debited but transaction confirmation not received at merchant location.
Reversal effected in Remitter’s account within T + 1 day. ₹100/- per day if delay is beyond T + 1 day.

It may be noted that:

  • the prescribed TAT is the outer limit for resolution of failed transactions; and

  • the banks and other operators/ System Participants shall endeavour towards quicker resolution of such failed transactions.

Wherever financial compensation is involved, the same shall be effected to the customer’s account suo moto, without waiting for a complaint or claim from the customer.

October 22, 2019 Internal Ombudsman Scheme extended to non-bank system participants with more than one crore outstanding PPIs as on March 31, 2019.
December 06, 2019 Availability of National Electronic Funds Transfer (NEFT) System on 24x7 basis (RBI/2019-20/111 DPSS (CO) RPPD No.1097/04.03.01/2019-20) : It has been decided that NEFT facility shall be made available 24x7 from December 16, 2019 with the first settlement taking place after 00:30 hours on December 16, 2019 (i.e. night of December 15, 2019). There will be 48 half-hourly batches every day. The settlement of first batch will commence after 00:30 hours and the last batch will end at 00:00 hours. The system will be available on all days of the year, including holidays. Member banks will ensure sending of positive confirmation message (N10) for all NEFT credits.
December 16, 2019 Furthering Digital Payments – Waiver of Charges – National Electronic Funds Transfer (NEFT) System (RBI/2019-20/116 DPSS (CO) RPPD No.1140/04.03.01/2019-20) : In order to give further impetus to digital retail payments, it has now been decided that member banks shall not levy any charge from their savings bank account holders for funds transfers done through NEFT system which are initiated online (viz. internet banking and/or mobile apps of the banks).
December 24, 2019 Introduction of a new type of semi-closed Prepaid Payment Instrument (PPI) – PPIs upto ₹ 10,000/- with loading only from bank account (RBI/2019-20/123 DPSS.CO.PD.No.1198/02.14.006/2019-20) : To give impetus to small value digital payments and for enhanced user experience, it has been decided to introduce a new type of semi-closed PPI with the following features:
  • Such PPIs shall be issued by bank and non-bank PPI Issuers after obtaining minimum details of the PPI holder.

  • The minimum details shall necessarily include a mobile number verified with One Time Password (OTP) and a self-declaration of name and unique identity / identification number of any ‘mandatory document’ or ‘officially valid document’ (OVD) listed in the ‘Master Direction - Know Your Customer (KYC) Direction, 2016’ issued by Department of Regulation, Reserve Bank of India, as amended from time to time.

  • These PPIs shall be reloadable in nature and issued in card or electronic form. Loading / Reloading shall be only from a bank account.

  • The amount loaded in such PPIs during any month shall not exceed ₹ 10,000 and the total amount loaded during the financial year shall not exceed ₹ 1,20,000.

  • The amount outstanding at any point of time in such PPIs shall not exceed ₹ 10,000.

  • These PPIs shall be used only for purchase of goods and services and not for funds transfer.

  • PPI issuers shall provide an option to close the PPI at any time and also allow to transfer the funds ‘back to source’ (payment source from where the PPI was loaded) at the time of closure.

  • The features of such PPIs shall be clearly communicated to the PPI holder by SMS / e-mail / post or by any other means at the time of issuance of the PPI / before the first loading of funds.

  • The minimum detail PPIs existing as on the date of this circular can be converted to the above type of PPI, if desired by the PPI holder.

December 30, 2019 Enhancing facilitation of National Electronic Toll Collection (NETC)system (RBI/2019-20/126DPSS.CO.PDNo.1227/02.31.001/2019-20) : Currently, the NETC system allows linking of FAS Tags with bank accounts – savings, current and prepaid.

In order to further broad base this system by allowing more payment choices for the customers, as well as for fostering competition among the system participants, all authorised payment systems and instruments [non-bank PPIs, cards and Unified Payments Interface (UPI)] shall from now be permitted for linking with the FASTags, which can be used for various types of payments (vehicle toll, parking fee, etc.).

The Turn Around Time (TAT) for resolving failed transactions advised vide circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019 shall also be applicable to the transactions carried out in the NETC system.

The transactions in the NETC system can be performed without any Additional Factor of Authentication (AFA) and / or pre-transaction notification / alert.
January 09, 2020 Amendment to Master Direction (MD) on KYC (RBI/2019-20/138 DOR.AML.BC.No.27/14.01.001/2019-20) : Important changes carried out in the Master Direction in accordance with the amendments are listed hereunder:

a) “Digital KYC” has been defined in Section 3 as capturing live photo of the customer and officially valid document or the proof of possession of Aadhaar, where offline verification cannot be carried out, along with the latitude and longitude of the location where such live photo is being taken by an authorised officer of the Reporting Entity (RE) as per the provisions contained in the Act. Steps to carry out the Digital KYC process have also been stipulated.

b) “Equivalent e-document” has been defined in Section 3 as an electronic equivalent of a document, issued by the issuing authority of such document with its valid digital signature including documents issued to the digital locker account of the customer as per Rule 9 of the Information Technology (Preservation and Retention of Information by Intermediaries Providing Digital Locker Facilities) Rules, 2016.

c) Section 16 has been amended and accordingly,

I. customer, for the purpose of Customer Due Diligence CDD) process, shall submit:
  1. the Aadhaar number where he is desirous of receiving any benefit or subsidy under any scheme notified under section 7 of the Aadhaar (Targeted Delivery of Financial and Other subsidies, Benefits and Services) Act, 2016 (18 of 2016); or he decides to submit his Aadhaar number voluntarily to a banking company or any reporting entity notified under first proviso to sub-section (1) of section 11A of the PML Act; or

  2. the proof of possession of Aadhaar number where offline verification can be carried out; or

  3. the proof of possession of Aadhaar number where offline verification cannot be carried out or

  4. any Officially Valid Document (OVD) or the equivalent e-document thereof containing the details of his identity and address; and

  5. the Permanent Account Number or the equivalent e-document thereof or Form No. 60 as defined in Income-tax Rules, 1962; and

  6. such other documents including in respect of the nature of business and financial status of the client, or the equivalent e-documents thereof as may be required by the RE.

II. Provided that where the customer has submitted
  1. Aadhaar number under paragraph (c.I.i) above to a bank or to a Regulated Entity (RE) notified under first proviso to sub-section (1) of section 11A of the PML Act, such bank or RE shall carry out authentication of the customer’s Aadhaar number using e-KYC authentication facility provided by the Unique Identification Authority of India.

  2. proof of possession of Aadhaar under clause (c.I.ii) above where offline verification can be carried out, the RE shall carry out offline verification

  3. an equivalent e-document of any OVD, the RE shall verify the digital signature as per the provisions of the Information Technology Act, 2000 (21 of 2000) and any rules issues thereunder and take a live photo as specified under Annex I of the Master Direction.

  4. proof of possession of Aadhaar number where offline verification cannot be carried out under clause (c.I.iii) above or any OVD under clause (c.I.iv), the RE shall carry out verification through digital KYC as specified under Annex I of the Master Direction.

Provided, for a period not beyond such date as may be notified by the Government for a class of REs, instead of carrying out digital KYC, the RE pertaining to such class may obtain a certified copy of the proof of possession of Aadhaar number or the OVD and a recent photograph where an equivalent e-document is not submitted.

III. Equivalent e-document has also been permitted for accounts of non-individual customer.

IV. Where a customer has provided his Aadhaar number under paragraph (c.I.i) above for identification and wants to provide a current address, different from the address as per the identity information available in the Central Identities Data Repository, he may give a self-declaration to that effect to the Regulated Entity.

B. Changes due to introduction of Video based Customer Identification Process (V-CIP)

a) Definition of V-CIP has been inserted in Section 3 of the Master Direction

b) The process of V-CIP has been specified in Section 18 in terms of which, REs may undertake live V-CIP, to be carried out by an official of the RE, for establishment of an account based relationship with an individual customer, after obtaining his informed consent and shall adhere to the following stipulations:

i. The official of the RE performing the V-CIP shall record video as well as capture photograph of the customer present for identification and obtain the identification information as below:

  • Banks: can use either OTP based Aadhaar e-KYC authentication or Offline Verification of Aadhaar for identification. Further, services of Business Correspondents (BCs) may be used by banks for aiding the V-CIP.

  • REs other than banks: can only carry out Offline Verification of Aadhaar for identification.

ii. RE shall capture a clear image of PAN card to be displayed by the customer during the process, except in cases where e-PAN is provided by the customer. The PAN details shall be verified from the database of the issuing authority.

iii. Live location of the customer (Geotagging) shall be captured to ensure that customer is physically present in India

iv. The official of the RE shall ensure that photograph of the customer in the Aadhaar/PAN details matches with the customer undertaking the V-CIP and the identification details in Aadhaar/PAN shall match with the details provided by the customer.

v. The official of the RE shall ensure that the sequence and/or type of questions during video interactions are varied in order to establish that the interactions are real-time and not pre-recorded.

vi. In case of offline verification of Aadhaar using XML file or Aadhaar Secure QR Code, it shall be ensured that the XML file or QR code generation date is not older than 3 days from the date of carrying out V-CIP.

vii. All accounts opened through V-CIP shall be made operational only after being subject to concurrent audit, to ensure the integrity of process.

viii. RE shall ensure that the process is a seamless, real-time, secured, end-to-end encrypted audio-visual interaction with the customer and the quality of the communication is adequate to allow identification of the customer beyond doubt. RE shall carry out the liveliness check in order to guard against spoofing and such other fraudulent manipulations.

ix. To ensure security, robustness and end to end encryption, the REs shall carry out software and security audit and validation of the V-CIP application before rolling it out.

x. The audio-visual interaction shall be triggered from the domain of the RE itself, and not from third party service provider, if any. The V-CIP process shall be operated by officials specifically trained for this purpose. The activity log along with the credentials of the official performing the V-CIP shall be preserved.

xi. REs shall ensure that the video recording is stored in a safe and secure manner and bears the date and time stamp.

xii. REs are encouraged to take assistance of the latest available technology, including Artificial Intelligence (AI) and face matching technologies, to ensure the integrity of the process as well as the information furnished by the customer. However, the responsibility of customer identification shall rest with the RE.

xiii. RE shall ensure to redact or blackout the Aadhaar number in terms of Section 16.

xiv. BCs can facilitate the process only at the customer end and as already stated in para B(b) above, the official at the other end of V-CIP interaction should necessarily be a bank official. Banks shall maintain the details of the BC assisting the customer, where services of BCs are utilized. The ultimate responsibility for customer due diligence will be with the bank.
January 10, 2020 Processing of e-mandate in Unified Payments Interface (UPI) for recurring transactions (RBI/2019-20/139 DPSS.CO.PD No.1324/02.23.001/2019-20) : “Processing of e-mandate on cards for recurring transactions” whereby processing of e-mandate on cards / Prepaid Payment Instruments (PPIs) was permitted for recurring transactions (merchant payments), with Additional Factor of Authentication (AFA) during e-mandate registration, modification and revocation, as also for the first transaction, and simple / automatic subsequent successive transactions, subject to certain conditions.

On a review of the developments since this facilitation, it has been decided to extend the above instructions to cover UPI transactions as well. All the instructions / conditions outlined in the circular under reference would apply, mutatis mutandis, while processing e-mandate in UPI.
January 15, 2020 Enhancing Security of Card Transactions (RBI/2019-20/142 DPSS.CO.PD No.1343/02.14.003/2019-20): Over the years, the volume and value of transactions made through cards have increased manifold. To improve user convenience and increase the security of card transactions, it has been decided as under:

a) At the time of issue / re-issue, all cards (physical and virtual) shall be enabled for use only at contact-based points of usage [viz. ATMs and Point of Sale (PoS) devices] within India. Issuers shall provide cardholders a facility for enabling card not present (domestic and international) transactions, card present (international) transactions and contactless transactions, as per the process outlined in para 1 (c).

b) For existing cards, issuers may take a decision, based on their risk perception, whether to disable the card not present (domestic and international) transactions, card present (international) transactions and contactless transaction rights. Existing cards which have never been used for online (card not present) / international / contactless transactions shall be mandatorily disabled for this purpose.

c) Additionally, the issuers shall provide to all cardholders:
  1. facility to switch on/ off and set/ modify transaction limits (within the overall card limit, if any, set by the issuer) for all types of transactions – domestic and international, at PoS/ ATMs/ online transactions/ contactless transactions, etc.;

  2. the above facility on a 24x7 basis through multiple channels - mobile application/ internet banking/ ATMs/ Interactive Voice Response (IVR); this may also be offered at branches/ offices;

  3. alerts/ information/ status, etc., through SMS/ e-mail, as and when there is any change in status of the card.

The provisions of this circular are not mandatory for prepaid gift cards and those used at mass transit systems.
March 31, 2020 Doorstep Banking Services for Senior Citizens and Differently Abled Persons (RBI/2019-20/203 DOR.CO.Leg.BC.No.59/09.07.005/2019-20): In order to make the doorstep banking services for senior citizens and differently abled persons effective, banks are advised to incorporate the following aspects in their Board approved policy for such services:
  1. Banks shall offer the doorstep banking services on pan India basis. Banks should develop a Board approved framework for determining the nature of branches/ centres where these services will be provided mandatorily and those where it will be provided on a best effort basis and make the policy public. The list of branches offering such doorstep banking services shall be displayed/updated on the bank’s website regularly.

  2. Banks shall give adequate publicity to the availability of these services in their public awareness campaigns. The charges, in this regard, shall also be prominently indicated in brochures and published in their websites.

April 01, 2020 Amendment to Master Direction (MD) on KYC (RBI/2019-20/207 DOR.AML.BC.No.61/14.01.001/2019-20) : Clause (g) has been inserted in the conditions stipulated for Small Accounts in Section 23 of the Master Direction (MD). Clause (g) reads as,

“Notwithstanding anything contained in clauses (e) and (f) above, the small account shall remain operational between April 1, 2020 and June 30, 2020 and such other periods as may be notified by the Central Government.”
April 3, 2020 The Consumer Education and Protection Cells (CEPC) at the Reserve Bank’s ROs and all subordinate offices under the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) were advised regarding the prompt handling of public grievances pertaining to Covid 19 in line with GoI guidelines.
April 23, 2020 Electronic Cards for Overdraft Accounts (RBI/2019-20/225 DOR.FSD.BC.No.67/24.01.041/2019-20) : It has been decided to permit banks to issue electronic cards to natural persons having Overdraft Accounts that are only in the nature of personal loan without any specific end-use restrictions. The card shall be issued for a period not exceeding the validity of the facility and shall also be subject to the usual rights of the banks as lenders.

The electronic card for Overdraft Accounts in the nature of personal loans shall be allowed to be used for domestic transactions only. Further, adequate checks and balances shall be put in place to ensure that the usage of such cards is restricted to facilitate online/ non-cash transactions. The restriction on cash transaction will not apply to overdraft facility provided along with Pradhan Mantri Jan Dhan Yojana (PMJDY) accounts.

The card shall be issued subject to instructions on terms and conditions, security, grievance redressal, confidentiality of customer information as applicable for debit cards and all other relevant instructions on card operations issued by the Reserve Bank.
May 19, 2020 Extending Master Direction – Know Your Customer (KYC) Direction, 2016 to Housing Finance Companies (RBI/2019-20/235DOR.NBFC (HFC).CC.No.111/03.10.136/2019-20) : It has been decided to extend the Master Direction – Know Your Customer (KYC) Direction, 2016 to all Housing Finance Companies since regulation of Housing Finance Companies has been transferred to Reserve Bank of India.
June 22, 2020 Increasing Instances of Payment Frauds – Enhancing Public Awareness Campaigns Through Multiple Channels (RBI/2019-20/256DPSS.CO.OD.No.1934/06.08.005/2019-20): Reserve Bank has been taking measures to improve awareness through its e-BAAT programmes and organising campaigns on safe use of digital payment modes, to avoid sharing critical personal information like PIN, OTP, passwords, etc.

In spite of these initiatives, incidence of frauds continue to bedevil digital users, often using the same modus operandi users were cautioned about, such as luring them to disclose vital payment information, swapping sim cards, opening links received in messages and mails, etc. There are also cases of users being tricked into downloading spurious apps that access critical information stored on devices. It is, therefore, essential that all payment systems operators and participants – banks and non-banks – continue and reinforce efforts to spread awareness about digital safety.

All authorised payment systems operators and participants are hereby advised to undertake targeted multi-lingual campaigns by way of SMSs, advertisements in print and visual media, etc., to educate their users on safe and secure use of digital payments.
June 24, 2020 Loans Sourced by Banks and NBFCs over Digital Lending Platforms: Adherence to Fair Practices Code and Outsourcing Guidelines (RBI/2019-20/258 DOR(NBFC)(PD)CC.No.112/03.10.001/2019-20): Wherever banks and NBFCs engage digital lending platforms as their agents to source borrowers and/ or to recover dues, they must follow the following instructions:

a) Names of digital lending platforms engaged as agents shall be disclosed on the website of banks/ NBFCs.

b) Digital lending platforms engaged as agents shall be directed to disclose upfront to the customer, the name of the bank/ NBFC on whose behalf they are interacting with him.

c) Immediately after sanction but before execution of the loan agreement, the sanction letter shall be issued to the borrower on the letter head of the bank/ NBFC concerned.

d) A copy of the loan agreement along with a copy each of all enclosures quoted in the loan agreement shall be furnished to all borrowers at the time of sanction/ disbursement of loans.

e) Effective oversight and monitoring shall be ensured over the digital lending platforms engaged by the banks/ NBFCs.

f) Adequate efforts shall be made towards creation of awareness about the grievance redressal mechanism.

Appendix 6.2: Number of awareness programmes conducted during July 1, 2019 to June 30, 2020

Office of Ombudsman No. of Town -Hall events No. of awareness programmes
Ahmedabad 0 7
Bengaluru 2 4
Bhopal 2 7
Bhubaneswar 1 5
Chandigarh 1 9
Chennai 3 5
Dehradun 1 2
Guwahati 0 1
Hyderabad 2 17
Jaipur 3 1
Jammu 1 3
Kanpur 1 11
Kolkata 1 5
Mumbai-I 1 5
Mumbai – II 0 2
New Delhi I 0 7
New Delhi II 2 1
New Delhi-III 0 2
Patna 1 6
Raipur 1 5
Ranchi 2 4
Thiruvananthapuram 1 4
Total 26 113

ANNEX - I - STATEMENT OF COMPLAINTS RECEIVED BY THE OBOs FOR THE PERIOD 2019-20
BANK NAME TOTAL NUM BER OF COMP LAINTS REC EIVED OTH ER THAN CRE DIT / DE BIT CARD CO MP LAI NTS PER 1000 AC CO UN TS CRE DIT / DE BIT CA RD CO MP LAI NTS PER 1000 CRE DIT / DE BIT CA RD AC CO UN TS CO MP LAI NTS PER BRA NCH DEP OSIT ACC OUNT RE MIT TAN CE LO ANS AND ADVA NCE- HOU SING LOA NS AND ADV AN CE- GEN ER AL ATM / DE BIT CA RD CRE DIT CA RD MO BILE BAN KING / ELEC TRO NIC BAN KING LEVY OF CHA RGES WITH OUT PR IOR NO TICE PEN SION PA RA- BAN KING FAIL URE OF COM MIT ME NT TO BC SBI CO DE NON-OB SER VA NCE OF FAIR PRAC TICES FAI LURE ON COM MITM ENTS NO TES AND CO INS DSA AND RE CO VE RY AG ENT OUT OF SUB JECT OTH ERS TOTAL
COMMERCIAL BANKS (Excl RRBs) 2,85,291 0.09 0.10 2.11 8,391 3,694 10,331 5,218 65,547 22,634 39,820 17,828 6,222 1,061 11,967 33,294 23,385 470 1,236 7,154 27,039 2,85,291
PUBLIC SECTOR BANKS   
STATE BANK OF INDIA 82,984 0.10 0.09 3.35 2,623 1,124 3,454 1,376 24,844 1,145 12,306 4,206 3,171 283 3,441 9,020 5,750 125 99 2,102 7,915 82,984
ALLAHABAD BANK 4,287 0.05 0.19 1.26 148 77 141 133 1,299 36 490 182 193 11 73 609 350 6 2 104 433 4,287
ANDHRA BANK 3,135 0.05 0.08 1.06 80 28 83 64 1,039 50 345 78 18 7 600 327 154 10 3 59 190 3,135
BANK OF BARODA 13,883 0.07 0.06 1.47 541 257 498 357 3,174 329 1,955 1,079 352 49 469 1,794 1,010 40 21 428 1,530 13,883
BANK OF INDIA 9,135 0.06 0.09 1.70 262 130 222 190 3,316 132 1,218 381 299 17 252 932 502 24 13 297 948 9,135
BANK OF MAHARASHTRA 2,136 0.05 0.10 1.12 47 34 61 38 790 7 325 109 18 6 48 178 97 3 4 91 280 2,136
CANARA BANK 7,174 0.07 0.07 1.08 265 128 223 211 1,607 108 877 385 198 35 490 1,085 599 13 9 228 713 7,174
CENTRAL BANK OF INDIA 6,915 0.05 0.10 1.43 215 67 171 174 2,320 47 1,005 225 549 16 106 723 442 17 8 221 609 6,915
CORPORATION BANK 2,854 0.06 0.12 1.12 84 28 114 75 949 41 329 139 16 6 183 309 223 5 3 62 288 2,854
INDIAN BANK 3,876 0.05 0.09 1.31 122 61 77 130 1,349 46 631 103 59 3 134 574 257 8 9 60 253 3,876
INDIAN OVERSEAS BANK 2,848 0.06 0.04 0.86 112 45 90 93 718 21 338 127 63 15 102 539 267 2 4 76 236 2,848
ORIENTAL BANK OF COMMERCE 3,557 0.09 0.14 1.26 134 43 103 106 1,157 15 506 191 33 30 48 367 371 9 2 72 370 3,557
PUNJAB AND SIND BANK 1,216 0.08 0.10 0.77 29 20 53 24 281 5 151 35 41 2 29 145 275 1 0 27 98 1,216
PUNJAB NATIONAL BANK 16,457 0.09 0.21 2.28 520 212 405 301 4,913 198 2,616 507 681 68 210 2,041 1,757 41 18 315 1,654 16,457
SYNDICATE BANK 3,177 0.05 0.07 0.74 95 48 125 98 658 26 322 131 172 8 279 469 292 2 3 100 349 3,177
UCO BANK 3,098 0.06 0.11 0.99 113 38 116 94 926 15 517 85 118 7 60 392 231 7 9 85 285 3,098
UNION BANK OF INDIA 7,093 0.07 0.12 1.60 252 106 201 149 2,359 117 1,104 256 121 13 165 822 546 16 16 231 619 7,093
UNITED BANK OF INDIA 1,681 0.03 0.06 0.82 52 28 75 45 555 3 202 64 59 4 17 280 83 2 4 41 167 1,681
TOTAL 1,75,506 0.08 0.09 1.87 5,694 2,474 6,212 3,658 52,254 2,341 25,237 8,283 6,161 580 6,706 20,606 13,206 331 227 4,599 16,937 1,75,506
PRIVATE SECTOR BANKS 
AXIS BANK LIMITED 17,124 0.26 0.17 3.66 508 140 519 211 2,378 2,892 2,349 2,209 11 81 719 1,671 1,557 30 98 346 1,405 17,124
BANDHAN BANK LIMITED 433 0.01 0.03 0.09 15 6 33 6 104 3 63 16 0 3 9 59 35 6 4 9 62 433
CATHOLIC SYRIAN BANK LIMITED 111 0.05 0.03 0.25 3 1 4 1 16 2 4 14 0 0 3 39 12 0 0 5 7 111
CITY UNION BANK LIMITED 293 0.04 0.03 0.42 11 8 9 10 60 6 41 20 0 0 15 52 18 0 2 8 33 293
DCB BANK LIMITED 632 0.34 0.07 1.74 20 7 87 22 45 10 29 73 0 3 35 117 93 2 3 22 64 632
DHANLAXMI BANK LIMITED 96 0.04 0.02 0.35 7 1 8 3 8 0 2 7 0 0 4 30 14 0 0 3 9 96
FEDERAL BANK LIMITED 1,202 0.06 0.06 0.92 27 10 44 10 412 16 162 93 0 8 36 146 87 0 3 63 85 1,202
HDFC BANK LIMITED 27,169 0.20 0.19 4.99 483 208 924 428 2,879 6,002 3,509 2,187 26 131 1,287 3,223 2,785 31 229 522 2,315 27,169
ICICI BANK LIMITED 21,372 0.17 0.11 4.03 536 265 1,176 266 2,530 3,356 3,027 2,039 12 96 959 2,470 1,876 43 107 512 2,102 21,372
IDBI BANK LIMITED 3,509 0.19 0.06 1.67 91 54 272 49 777 20 492 294 6 6 151 522 307 6 5 94 363 3,509
IDFC FIRST BANK LIMITED 2,594 0.16 0.08 3.79 35 28 235 137 126 43 179 186 0 9 193 509 343 4 58 92 417 2,594
INDUSIND BANK LIMITED 4,184 0.10 0.19 2.31 125 67 105 72 434 866 387 372 0 47 155 560 516 1 43 80 354 4,184
JAMMU & KASHMIR BANK LIMITED 595 0.02 0.06 0.61 7 7 14 17 262 15 51 19 1 2 7 118 26 2 1 7 39 595
KARNATAKA BANK LIMITED 683 0.04 0.04 0.77 12 6 30 8 173 1 114 53 0 1 97 70 43 1 0 26 48 683
KARUR VYSYA BANK LIMITED 681 0.05 0.04 0.80 19 14 16 22 148 3 86 52 0 2 60 122 50 1 4 18 64 681
KOTAK MAHINDRA BANK LIMITED 8,468 0.37 0.14 4.89 209 155 199 110 1,254 1,177 1,133 812 0 25 472 962 721 3 193 199 844 8,468
LAKSHMI VILAS BANK LIMITED 278 0.09 0.03 0.48 19 10 7 5 46 2 21 27 0 0 15 81 15 2 2 7 19 278
NAINITAL BANK LIMITED 39 0.02 NA  0.26 1 0 0 3 14 0 3 0 0 0 0 8 3 0 0 1 6 39
RBL BANK LIMITED 5,352 0.19 0.89 12.99 43 10 52 23 163 3,090 268 221 0 10 394 330 288 0 172 64 224 5,352
SOUTH INDIAN BANK LIMITED 397 0.03 0.03 0.41 12 5 17 8 97 1 54 72 0 0 13 52 26 0 0 18 22 397
TAMILNAD MERCANTILE BANK LIMITED 304 0.04 0.03 0.58 7 6 4 9 46 1 45 30 0 1 17 91 19 0 0 10 18 304
YES BANK LIMITED 3,129 0.39 0.16 2.72 97 63 108 57 356 262 410 247 1 18 162 430 417 5 32 111 353 3,129
TOTAL 98,645 0.16 0.14 2.74 2,287 1,071 3,863 1,477 12,328 17,768 12,429 9,043 57 443 4,803 11,662 9,251 137 956 2,217 8,853 98,645
PAYMENT BANKS 
ADITYA BIRLA IDEA PAYMENTS BANK LIMITED 35 NA NA  5.00 5 0 2 2 2 1 1 1 0 0 0 6 3 0 1 6 5 35
AIRTEL PAYMENTS BANK LIMITED 1,420 NA 0.06 52.59 104 17 1 0 68 5 497 24 0 15 43 99 225 0 2 68 252 1,420
FINO PAYMENTS BANK LIMITED 205 NA 0.03 2.03 21 14 0 1 33 1 44 2 0 0 3 12 17 0 2 14 41 205
INDIA POST PAYMENTS BANK LIMITED 153 NA NA 0.24 15 6 0 0 37 2 20 9 2 2 2 14 18 0 1 5 20 153
JIO PAYMENTS BANK LIMITED 16 NA NA  1.78 2 0 0 0 0 0 9 0 0 0 0 0 0 0 0 1 4 16
PAYTM PAYMENTS BANK LIMITED 2,272 NA 0.00 324.57 86 45 3 3 212 36 951 32 0 6 98 157 169 0 9 88 377 2,272
TOTAL 4,101 NA 0.01 5.12 233 82 6 6 352 45 1,522 68 2 23 146 288 432 0 15 182 699 4,101
 
SMALL FINANCE BANKS
AU SMALL FINANCE BANK LIMITED 391 0.24 0.02 0.81 12 2 38 26 19 1 16 37 0 5 4 74 42 1 5 14 95 391
CAPITAL SMALL FINANCE BANK LIMITED 38 0.06 0.00 0.25 2 0 2 1 0 0 2 6 0 1 0 5 11 0 0 2 6 38
EQUITAS SMALL FINANCE BANK LIMITED 158 0.04 0.01 0.18 13 1 12 2 6 0 3 29 0 1 8 37 12 0 2 10 22 158
ESAF SMALL FINANCE BANK LIMITED 47 0.00 0.01 0.10 1 3 2 1 23 0 6 1 0 0 1 6 1 0 0 1 1 47
FINCARE SMALL FINANCE BANK LIMITED 88 0.02 0.00 0.17 12 1 3 1 12 0 13 2 0 0 5 11 11 0 1 5 11 88
JANA SMALL FINANCE BANK LIMITED 134 0.03 0.01 0.37 3 1 5 6 17 0 4 13 0 0 7 28 24 1 1 5 19 134
NORTH EAST SMALL FINANCE BANK LIMITED 3 0.00 0.00 0.01 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 1 1 3
SURYODAY SMALL FINANCE BANK LIMITED 14 0.01 0.02 0.03 4 0 2 0 1 0 1 0 0 0 0 4 0 0 1 0 1 14
UJJIVAN SMALL FINANCE BANK LIMITED 187 0.02 0.01 0.32 6 4 8 3 57 0 17 5 0 0 7 26 29 0 2 5 18 187
UTKARSH SMALL FINANCE BANK LIMITED 63 0.02 0.03 0.12 3 1 1 0 11 0 3 2 0 0 2 20 7 0 0 2 11 63
TOTAL 1,123 0.03 0.01 0.24 56 13 73 41 146 1 65 95 0 7 34 211 137 2 12 45 185 1,123
                                             
FOREIGN BANKS
AB BANK LIMITED 9 9.20 NA  9.00 1 0 1 0 4 1 0 0 0 0 0 0 0 0 0 0 2 9
ABU DHABI COMMERCIAL BANK PJSC 4  NA NA  4.00 1 0 0 0 0 1 0 0 0 0 0 0 0 0 1 0 1 4
AMERICAN EXPRESS BANKING CORPORATION 251 0.04 0.10 125.50 0 0 0 0 2 167 5 19 0 0 10 14 17 0 1 4 12 251
BANK OF AMERICA , NATIONAL ASSOCIATION 3 0.23 0.00 0.75 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 1 0 3
BANK OF BAHRAIN & KUWAIT B.S.C 2 0.09  NA 0.50 0 0 1 0 0 0 0 0 0 0 0 1 0 0 0 0 0 2
BANK OF NOVA SCOTIA 3 4.51  NA 1.50 1 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 1 3
BARCLAYS BANK PLC 26 0.70 7.60 3.71 0 0 0 0 0 17 0 1 0 0 0 3 2 0 1 0 2 26
BNP PARIBAS 2 0.45 NA  0.22 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2
CITIBANK N.A 1712 0.16 0.20 40.76 35 20 29 10 131 767 209 53 0 2 92 131 90 0 6 34 103 1,712
COOPERATIEVE RABOBANK U.A 1  NA NA  1.00 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1
CREDIT AGRICOLE CORPORATE AND INVESTMENT BANK 1 1.61 NA  0.20 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 1
DBS BANK LIMITED 320 0.09 0.06 9.14 17 5 2 0 78 5 99 8 0 0 7 23 27 0 0 10 39 320
DEUTSCHE BANK AG 135 0.40 0.10 6.75 9 3 2 7 11 2 9 13 0 2 14 24 16 0 0 8 15 135
FIRST ABU DHABI BANK PJSC 1 20.41 NA  1.00 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 1
HONGKONG AND SHANGHAI BANKING CORPORATION LIMITED 542 0.19 0.21 18.07 10 4 22 2 30 254 45 13 0 1 33 42 45 0 1 11 29 542
INDUSTRIAL AND COMMERCIAL BANK OF CHINA 5 2.58 NA  5.00 0 0 0 0 3 0 0 0 0 0 0 0 1 0 0 0 1 5
JPMORGAN CHASE BANK NATIONAL ASSOCIATION 1 0.04 NA  0.25 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1
KEB HANA BANK 1 0.64 NA  0.50 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 1
KRUNG THAI BANK PUBLIC COMPANY LIMITED 1 0.00 NA  1.00 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 1
MASHREQ BANK PSC 3 7.37 NA  3.00 0 1 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 3
MUFG BANK LIMITED 2  NA NA  0.40 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 2
NATIONAL AUSTRALIA BANK 1 NA  NA  NA 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 1
SBM BANK (MAURITIUS) LIMITED 1 0.00 NA  0.17 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 1
SHINHAN BANK 5 0.14 NA  0.83 0 0 1 1 1 0 0 0 0 0 0 0 1 0 0 0 1 5
STANDARD CHARTERED BANK 2,865 0.59 0.60 27.55 45 19 119 16 206 1,255 200 231 2 3 117 281 158 0 15 41 157 2,865
THE ROYAL BANK OF SCOTLAND PLC 19 NA  NA  NA 0 0 0 0 0 9 0 0 0 0 4 3 0 0 1 1 1 19
TOTAL 5,916 0.21 0.25 20.12 121 54 177 36 467 2,479 567 339 2 8 278 527 359 0 26 111 365 5,916
 
SBI CARDS 8,616       17 10 20 5 249 5,884 437 432 2 8 255 441 344 0 123 75 314 8,616
PRIMARY URBAN COOPERATIVE BANKS 1,280       65 21 54 22 222 4 147 68 0 3 65 253 74 0 6 85 191 1,280
REGIONAL RURAL BANKS 4,754       184 60 180 212 1,344 52 368 96 45 18 199 938 291 26 8 192 541 4,754
OTHERS 8,689       121 260 295 100 438 139 538 134 38 27 1708 1289 942 18 33 1,490 1,119 8,689
TOTAL 3,08,630       8,778 4,045 10,880 5,557 67,800 28,713 41,310 18,558 6,307 1,117 14,194 36,215 25,036 514 1,406 8,996 29,204 3,08,630

ANNEX – II - STATEMENT OF COMPLAINTS RECEIVED BY THE ONBFCOs FOR THE PERIOD 2019-20
NAME OF THE NBFC NON-ADHE RENCE TO FAIR PRAC TICES CODE NOT COVE RED UNDER THE CLA USE 8 OF THE SCH EME NON-OBSER VANCE RBI DIREC TIONS TO NBFC LEVYING OF CHA RGES WITH OUT NOTICE DELAY IN R EPAY MENT OF DEPO SITS NO TRANSP ARENCY IN CONTR ACT/LOAN DELAY IN RELE ASE OF SECUR ITIES / DOCUM ENTS NO COMMUN ICATION ABOUT LOAN SANCT IONED NON-UNDERST ANDABLE OR NO ADEQ UATE NOTI CE ON TERMS AND COND ITIONS NON-UND ERST AND ABLE OR SANC TION LETT ER/ TERMS DELAY IN PAY MENT OF INTE REST OTHER CATEG ORIES TOTAL
DEPOSIT TAKING NBFCS
ABHINAV HIRE PURCHASE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
ADITYA HOUSING & FINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
AKME FINTRADE INDIA LIMITED 2 0 0 0 0 0 0 2 1 0 0 1 6
AMRIT MALWA CAPITAL LIMITED 1 1 0 0 0 0 0 0 0 0 0 0 2
ARMAN FINANCIAL SERVICES LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
AUTO & HOUSEHOLD FINANCE INDIA LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
BAJAJ FINANCE LIMITED 1,602 91 1,190 612 68 234 35 107 29 13 53 945 4,979
BALAJI FINANCE PRIVATE LIMITED 1 0 0 1 0 0 0 0 0 0 0 0 2
BALAJI INSTALMENTS LIMITED 0 0 1 0 1 0 0 0 0 0 1 0 3
BERAR FINANCE LIMITED 0 0 0 1 0 0 2 0 0 0 0 1 4
CHOLA FINANCE LIMITED 0 1 1 0 0 0 0 0 0 0 0 0 2
CRYSTAL CREDITS CORPORATION LIMITED 1 0 0 0 1 0 0 0 0 0 0 0 2
DCM FINANCIAL SERVICES LIMITED 0 0 0 0 2 0 0 0 0 0 0 0 2
DUGAR FINANCE & INVESTMENTS LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
EKJOT ADVANCES LIMITED, JALANDHAR 7 0 0 0 0 0 0 0 0 0 0 0 7
ENARAI FINANCE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
FEDBANK FINANCIAL SERVICES LIMITED 5 0 0 0 0 0 0 0 0 0 0 1 6
FIDELITY FINANCE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
FULLERTON INDIA CREDIT COMPANY LIMITED 198 6 64 41 11 43 8 15 5 0 5 101 497
FUTURE CARE FIN CORP PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
INTEGRATED FINANCE COMPANY LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
JVG LEASING LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
KIM INVESTMENTS LIMITED 1 0 0 0 1 0 0 0 0 0 0 0 2
KOTAK MAHINDRA FINANCE LIMITED 7 0 0 1 0 1 0 0 0 0 0 0 9
MAHENDRA FINANCIAL & INVESTMENTS SERVICES PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
MAHINDRA & MAHINDRA FINANCIAL SERVICES LIMITED 63 3 20 10 10 20 8 4 2 0 6 23 169
MANTRANA FINLEASE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
MUTHOOT VEHICLE & ASSET FINANCE LIMITED 9 2 3 0 0 0 0 0 0 0 0 4 18
MUTHOOT CAPITAL SERVICES LIMITED 3 0 3 3 0 0 0 0 0 0 2 5 16
P. H. F. LEASING LIMITED 0 0 0 1 0 0 1 0 0 0 0 0 2
PUNJAB KASHMIR FINANCE LIMITED 2 0 0 0 0 0 2 0 0 0 0 0 4
SAKTHI FINANCE LIMITED 5 0 0 0 0 0 0 0 0 0 0 0 5
SANCHAYANI SAVINGS & INVESTMENT (I) LIMITED 0 0 0 0 1 0 0 0 0 0 0 1 2
SHRIRAM CITY UNION FINANCE LIMITED 136 5 46 12 5 15 15 3 2 1 4 43 287
SHRIRAM TRANSPORT FINANCE COMPANY LIMITED 59 5 14 2 6 9 4 1 0 0 3 10 113
SHUBHAM FINANCE PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
SINGHLAND INVESTMENT LIMITED 0 1 0 0 0 0 0 0 0 0 0 0 1
SHREE OM FINANCE INDIA LIMITED 1 0 1 0 0 0 0 0 0 0 0 0 2
SUN FINANCE & INVESTMENTS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
SUNDARAM FINANCE LIMITED 11 0 5 2 2 1 0 0 0 0 4 3 28
TAMILNADU POWER FINANCE AND INFRASTRUCTURE DEVELOPMENT CORPORATION LIMITED 3 0 0 0 2 0 0 0 0 0 1 2 8
TAMILNADU TRANSPORT DEVELOPMENT FINANCE CORPORATION LIMITED 0 0 0 0 1 1 0 0 0 0 0 0 2
TATA FINANCE LIMITED 4 0 0 0 0 0 0 0 0 0 0 2 6
THE PEERLESS GENERAL FINANCE & INVESTMENT COMPANY LIMITED 2 0 1 0 2 0 0 0 0 0 0 0 5
UPWARD FINANCIAL SERVICES LIMITED 2 0 0 0 0 0 0 0 0 0 0 1 3
UPWARD MUTUAL BENEFITS LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
WEST BENGAL INDUSTRIAL DEVELOPMENT CORPORATION LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
TOTAL 2,132 115 1,351 686 117 324 75 132 39 14 79 1,146 6,210
 
NON-DEPOSIT TAKING NBFCs
BARCLAYS INVESTMENTS & LOANS INDIA LIMITED 1 0 1 1 0 0 0 0 0 0 3 3 9
CLIX FINANCE INDIA PRIVATE LIMITED 8 1 1 0 0 1 0 0 0 0 0 6 17
INDUSTRIAL AND PRUDENTIAL INVESTMENT COMPANY LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
A & A CAPITAL SERVICES PRIVATE LIMITED 0 0 2 0 0 1 0 0 0 0 1 1 5
A K CAPITAL FINANCE PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 1 2
A S CONFIN PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 1 0 2
AADHAR FINANCIAL SERVICES LIMITED 1 0 0 0 0 0 0 0 1 0 0 0 2
ADANI CAPITAL PRIVATE LIMITED 0 0 6 2 0 0 0 0 0 0 0 0 8
ADARSH FINANCIERS LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
ADITYA BIRLA CAPITAL LIMITED 41 0 14 6 0 8 1 0 0 0 0 46 116
ADITYA BIRLA FINANCE LIMITED 120 2 100 43 15 19 14 11 2 2 7 85 420
AKG FINVEST 1 0 0 0 0 0 0 0 0 0 0 0 1
ALTICO CAPITAL INDIA LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
ANAND RATHI GLOBAL FINANCE LIMITED 6 0 1 3 0 0 0 0 0 0 0 5 15
ANANYA FINANCE FOR INCLUSIVE GROWTH PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
ANNAPURNA MICROFINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 2 3
APC FINANCE INDIA LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
APHELION FINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
APOLLO FINVEST INDIA LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
APOLLO TRADING AND FINANCE PRIVATE LIMITED 0 0 0 1 1 0 0 0 0 0 0 1 3
ARKAY INTERNATIONAL FINSEC LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
AROHAN FINANCIAL SERVICES PRIVATE LIMITED 8 1 1 2 0 1 0 0 0 0 0 1 14
ASHIKA CREDIT CAPITAL LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
ASHISH FISCAL SERVICES PRIVATE LIMITED 1 0 2 0 0 0 0 2 0 0 0 2 7
ASHISH SECURITIES PRIVATE LIMITED 60 0 7 0 1 7 0 0 0 0 0 12 87
ATD FINANCIAL SERVICES PRIVATE LIMITED 3 0 0 1 0 0 0 0 0 0 0 1 5
AVAIL FINANCIAL SERVICES PRIVATE LIMITED 1 0 1 1 0 0 0 0 0 0 0 1 4
AVANSE FINANCIAL SERVICES LIMITED 31 1 11 5 1 18 1 0 0 1 1 9 79
AXIS FINANCE LIMITED 2 0 1 0 0 0 0 0 0 0 0 1 4
AYE FINANCE PRIVATE LIMITED 4 1 1 1 0 0 0 0 0 0 0 0 7
B R D SECURITIES LIMITED 0 1 0 0 0 0 0 0 0 0 0 0 1
BACHHRAJ & COMPANY PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
BAID LEASING & FINANCE COMPANY LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
BAJAJ AUTO HOLDINGS LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
BAJAJ FINVEST PRIVATE LIMITED 10 0 1 1 0 3 0 0 0 0 0 1 16
BAJAJ LEASING AND FINANCE LIMITED 4 0 0 0 1 0 1 0 0 0 0 0 6
BAJRANG FINANCE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
BAJRANG INVESTMENTS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
BALAJI FINVEST PRIVATE LIMITED 1 0 0 4 1 0 0 0 0 0 0 0 6
BANDHAN FINANCIAL SERVICES LIMITED 2 0 1 2 0 1 1 1 0 0 0 2 10
BHANIX FINANCE & INVESTMENT LIMITED 51 4 18 4 2 12 0 0 1 0 0 27 119
BIRLA FINANCE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
BLUE JAY FINLEASE LIMITED 3 0 1 1 0 0 0 0 0 0 0 0 5
BMW FIN-INVEST PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
BSS MICROFINANCE PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
CAPFLOAT FINANCIAL SERVICES PRIVATE LIMITED 32 0 14 6 2 2 1 10 1 0 1 18 87
CAPITAL INDIA FINANCE LIMITED 0 0 3 1 0 1 0 1 0 0 1 3 10
CAPITAL TRUST LIMITED 1 0 1 0 2 0 0 0 0 0 0 1 5
CAPRI GLOBAL CAPITAL LIMITED 21 2 13 4 2 3 3 1 0 0 0 20 69
CENTRUM FINANCIAL SERVICES LIMITED 0 0 0 0 1 0 1 0 0 0 0 1 3
CHADHA FINANCE PRIVATE LIMITED 3 0 3 0 0 0 0 0 0 0 0 1 7
CHOLAMANDALAM INVESTMENT AND FINANCE COMPANY LIMITED 128 9 48 20 10 16 11 3 1 0 7 73 326
CHRYSALIS FINANCE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
CITICORP MARUTI FINANCE LIMITED 2 0 0 0 0 1 0 0 0 0 0 0 3
CLIX CAPITAL SERVICES PRIVATE LIMITED 59 1 9 4 0 5 0 3 0 0 0 22 103
CRB CAPITAL MARKETS 1 0 0 0 2 0 0 0 0 0 0 0 3
CREDIT SUDHAAR FINANCE PRIVATE LIMITED 0 0 0 0 0 0 0 0 1 0 0 0 1
CREDIT SUISSE FINANCE INDIA PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
CREDITACCESS GRAMEEN LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
CSL FINANCE LIMITED 4 0 1 0 0 0 0 0 0 0 0 0 5
DAFFODIL INVESTMENT & TRADING COMPANY LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
DEWAN MOTORS INVESTMENT & FINANCE LIMITED 2 0 4 0 2 1 3 1 0 0 1 1 15
DIGAMBER CAPFIN LIMITED 0 0 0 0 0 1 0 1 0 0 0 0 2
DRP TRADING & INVESTMENTS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
EDEL FINANCE COMPANY LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
EDELWEISS FINANCE & INVESTMENTS LIMITED 36 3 3 4 2 14 0 0 1 0 2 16 81
EDELWEISS RETAIL FINANCE LIMITED 4 0 0 2 0 1 0 0 0 0 0 5 12
ELECTRONICA FINANCE LIMITED 3 1 1 0 0 0 1 0 0 0 0 1 7
EPIMONEY PRIVATE LIMITED 4 0 1 0 0 3 0 0 0 0 0 0 8
ESS KAY FINCORP LIMITED 5 0 1 3 0 1 1 0 0 0 1 4 16
ESSEL FINANCE BUSINESS LOANS LIMITED 2 0 0 0 0 1 0 0 0 0 0 0 3
EWS FINANCE AND INVESTMENTS PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
FAIRWEALTH FINANCIAL SERVICES LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
FINO FINANCE PRIVATE LIMITED 0 0 1 0 2 0 0 0 0 0 0 0 3
FINOVA CAPITAL PRIVATE LIMITED 2 0 2 0 0 1 0 0 0 0 0 3 8
FIVE STAR BUSINESS FINANCE LIMITED 3 0 0 0 0 0 0 0 0 0 0 0 3
FUSION MICROFINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 1 0 2
HDB FINANCIAL SERVICES LIMITED 232 19 98 54 3 54 5 7 1 2 4 114 593
HDFC INVESTMENTS LIMITED 3 0 4 1 0 3 0 0 0 0 2 4 17
HELP FINANCE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
HERO FINCORP LIMITED 47 2 50 18 2 3 3 7 1 1 0 41 175
HOME CREDIT INDIA FINANCE PRIVATE LIMITED 123 6 58 20 7 40 2 7 4 2 7 62 338
HTC FINANCE PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
ICICI SECURITIES PRIMARY DEALERSHIP LIMITED 1 0 1 2 0 1 0 1 0 0 0 0 6
ICL FINCORP LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
IDFC LIMITED 8 0 8 8 2 3 4 4 0 0 5 9 51
IFCI FACTORS LIMITED 0 1 0 0 0 0 0 0 0 0 0 0 1
IIFL WEALTH FINANCE LIMITED 50 0 17 8 1 18 0 3 0 0 0 13 110
IKF FINANCE LIMITED 0 0 0 0 0 0 1 0 0 0 0 0 1
INDEL MONEY PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
INDIABULLS CONSUMER FINANCE LIMITED 212 11 223 101 23 44 11 18 4 2 13 206 868
INDIABULLS FINANCE COMPANY PRIVATE LIMITED 46 0 6 2 1 6 2 2 0 0 1 13 79
INDIAN SCHOOL FINANCE COMPANY PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 1 0 2
INTEC CAPITAL LIMITED 6 0 1 0 0 0 1 0 0 0 1 2 11
INTELLECASH MICROFINANCE NETWORK COMPANY PRIVATE LIMITED 1 0 1 0 0 0 0 0 0 0 0 0 2
JFC FINANCE INDIA LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
JVG SECURITIES LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
KANAKADURGA FINANCE LIMITED 1 0 0 0 0 4 0 0 0 0 0 0 5
KARVY FINANCIAL SERVICES LIMITED 3 0 1 1 4 0 0 1 0 0 0 0 10
KERALA STATE INDUSTRIAL DEVELOPMENT CORPORATION LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
KERALA TRANSPORT DEVELOPMENT FINANCE CORPORATION LIMITED 1 0 0 0 1 0 0 0 0 0 0 0 2
KINARA FINANCIAL PRIVATE LIMITED-MERGED WITH CHRYSALIS FINANCE LIMITED 1 0 0 0 0 0 0 0 0 0 0 1 2
KISSANDHAN AGRI FINANCIAL SERVICES PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
KOGTA FINANCIAL INDIA LIMITED 2 0 0 1 0 1 0 1 0 0 0 1 6
KOSAMATTAM FINANCE LIMITED 2 0 0 0 0 0 0 0 0 0 1 1 4
KOTAK INVESTMENTS LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
KOTAK MAHINDRA INVESTMENTS LIMITED 3 0 0 0 0 0 1 0 0 0 0 1 5
KOTAK MAHINDRA PRIME LIMITED 43 3 11 12 2 5 2 0 0 0 1 25 104
KRAZYBEE SERVICES PRIVATE LIMITED 4 0 8 0 0 0 0 0 0 0 0 0 12
L&T FINANCE LIMITED 58 3 17 12 0 10 0 2 1 0 3 24 130
LAXMI INDIA FINLEASECAP PRIVATE LIMITED 2 0 0 0 0 0 0 1 0 0 0 2 5
LENDINGKART FINANCE LIMITED 29 2 44 10 4 9 0 2 0 0 2 38 140
LKP FINANCE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
LOTUS CAPITAL FINANCIAL SERVICES LIMITED 1 0 1 1 0 1 0 0 0 0 0 0 4
LOTUS SREE FILCO PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 1 2
M & M FINSEC PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
M.B. FINMART PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
MAGMA FINCORP LIMITED 55 3 21 9 2 9 3 3 2 0 2 21 130
MAHAVEER FINANCE INDIA LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
MAHINDRA HOLDINGS & FINANCE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
MANAPPURAM ASSET FINANCE LIMITED 2 0 0 0 0 0 0 0 0 0 0 2 4
MANAPPURAM FINANCE LIMITED 43 2 16 9 2 4 3 1 1 0 3 13 97
MANBA FINANCE PRIVATE LIMITED 3 0 3 4 0 2 2 0 0 0 0 7 21
MAS FINANCIAL SERVICES LIMITED 0 0 1 0 0 2 0 0 0 0 0 0 3
MAXVALUE CREDITS & INVESTMENTS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
METROCITY FINANCE PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
MICRO FINANCE PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
MONEYWISE FINANCIAL SERVICES PRIVATE LIMITED 6 0 2 0 0 0 0 0 0 0 0 1 9
MOUNT INTRA FINANCE PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
MSV FISCAL SERVICES PRIVATE LIMITED 0 0 0 0 0 0 0 1 0 0 0 0 1
MUTHOOT MICROFIN LIMITED 3 1 1 1 0 0 0 1 0 0 0 3 10
MUTHOOT MONEY PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
NABARD FINANCIAL SERVICES LIMITED 0 1 1 0 0 0 0 0 0 0 0 0 2
NAMAN FINANCE & INVESTMENT PRIVATE LIMITED 3 0 1 0 0 0 0 0 0 0 1 3 8
NEOGROWTH CREDIT PRIVATE LIMITED 20 1 3 3 1 3 0 2 0 0 0 5 38
NISSAN RENAULT FINANCIAL SERVICES INDIA PRIVATE LIMITED 5 0 4 3 0 1 0 0 0 0 0 5 18
NORTHERN ARC CAPITAL LIMITED 5 0 0 2 0 0 0 0 0 0 0 0 7
OPTACREDIT FINTECH PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
ORANGE RETAIL FINANCE INDIA PRIVATE LIMITED 2 0 1 0 0 0 0 0 0 0 0 0 3
ORIX AUTO INFRASTRUCTURE SERVICES LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
P C COMBINES PRIVATE LIMITED 1 0 0 0 0 1 0 0 0 0 0 0 2
P C MEDIA SYSTEMS LIMITED 0 0 3 0 1 1 0 1 0 0 0 0 6
P.C. FINANCIAL SERVICES PRIVATE LIMITED 61 4 32 3 0 8 0 0 0 0 1 22 131
PAHAL FINANCIAL SERVICES PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
PAISALO DIGITAL LIMITED 4 0 0 0 0 0 0 1 0 2 0 0 7
PEERLESS FINANCIAL SERVICES LIMITED 2 0 0 0 1 0 0 0 0 0 0 0 3
PNB FINANCE & INDUSTRIES LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
POOJA FINANCE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
POOJA FINLEASE LIMITED 0 0 0 0 2 0 0 0 0 0 0 1 3
POONAWALLA CREDIT PRIVATE LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
POPULAR SUPPLIERS PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
PUNJAB STATE INDUSTRIAL DEVELOPMENT CORPORATION LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
RAJKAMAL LEASING AND INVESTMENT PRIVATE LIMITED 1 0 0 1 0 0 0 0 0 0 0 0 2
RATTANINDIA FINANCE PRIVATE LIMITED 2 0 2 0 0 0 0 0 0 0 0 4 8
RELIANCE CAPITAL LIMITED 12 1 2 1 0 2 0 2 2 0 2 5 29
RELIANCE COMMERCIAL COMPANY LIMITED 2 0 0 1 0 1 0 0 0 0 0 0 4
RELIANCE FINVEST PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 1 2
RELIANCE VENTURES LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
RELIGARE ENTERPRISES LIMITED 0 0 1 1 1 0 0 0 0 0 0 0 3
RELIGARE FINVEST LIMITED 37 0 9 5 1 4 0 0 0 1 1 9 67
RHINE AND RAAVI CREDITS & HOLDINGS LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
RHINO FINANCE PRIVATE LIMITED 1 0 0 0 0 1 0 0 0 0 0 0 2
RIVIERA INVESTORS PRIVATE LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
RUPAR FINANCE PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
S H FINANCE & CREDIT PRIVATE LIMITED 0 0 0 0 0 0 0 1 0 0 0 0 1
SAHARA INDIA CORPORATION INVESTMENT LIMITED 1 0 0 0 1 0 0 0 0 0 0 0 2
SAHARA INDIA INVESTMENT CORPORATION LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
SAI POINT FINANCE CORPORATION LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
SATIN CREDITCARE NETWORK LIMITED 1 0 2 0 2 0 0 0 0 1 0 1 7
SBI FACTORS & COMMERCIAL SERVICES PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
SHAHA FINLEASE PRIVATE LIMITED 1 0 0 1 0 1 0 1 0 0 0 0 4
SHRIRAM CREDIT COMPANY LIMITED 0 0 0 0 0 0 0 0 0 1 0 0 1
SHUBHAM FINANCIAL SERVICES LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
SONATA FINANCE PRIVATE LIMITED 4 0 0 0 0 0 0 1 0 0 0 0 5
SREI INFRASTRUCTURE FINANCE LIMITED 3 0 1 0 1 40 0 0 0 0 0 1 46
STARAGRI FINANCE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
SUBHAM CAPITAL PRIVATE LIMITED 2 0 2 0 0 0 0 1 0 0 0 0 5
SVASTI MICRO FINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 1 2
TAB CAPITAL LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
TAMIL FINANCE AND INVESTMENTS PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
TATA INVESTMENT CORPORATION LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
TATA MOTORS FINANCE LIMITED 59 3 9 6 0 7 0 1 0 0 0 8 93
TATA MOTORS FINANCE SOLUTIONS LIMITED 9 1 10 4 2 7 1 1 1 0 0 7 43
THIRUMENI FINANCE PRIVATE LIMITED 2 0 0 1 1 0 0 0 0 0 0 1 5
TUSHAR LEASING & INVESTMENT PRIVATE LIMITED 3 0 0 0 0 0 0 0 0 0 0 0 3
TVS FINANCE AND SERVICES LIMITED 0 0 1 3 0 0 0 0 0 0 0 0 4
UAE EXCHANGE & FINANCIAL SERVICES LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
UNITED PETRO FINANCE LIMITED 1 0 5 1 0 2 0 0 0 0 0 0 9
USHA FINANCIAL SERVICES PRIVATE LIMITED 2 0 0 0 0 0 0 0 0 0 0 3 5
UTI VENTURE FUNDS MANAGEMENT COMPANY LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
UTKARSH COREINVEST LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
V S G LEASING & FINANCE COMPANY LIMITED 0 1 0 0 0 0 0 0 0 0 0 0 1
VEDIKA CREDIT CAPITAL LIMITED 0 0 0 0 0 0 1 0 0 0 0 0 1
VENUS INDIA ASSET-FINANCE PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
VISAGE HOLDINGS AND FINANCE PRIVATE LIMITED 3 0 2 0 0 0 0 0 0 0 0 0 5
VISTAAR FINANCIAL SERVICES P LIMITED 10 0 0 1 0 0 0 0 0 0 0 1 12
VISTAR FINANCIERS PRIVATE LIMITED 1 0 1 0 0 0 3 0 0 0 0 0 5
VISU LEASING AND FINANCE PRIVATE LIMITED 16 1 5 2 0 0 0 0 0 0 0 6 30
VLS FINANCE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
VOLVO FINANCIAL SERVICES INDIA PRIVATE LIMITED 0 0 0 1 0 0 0 0 0 0 0 1 2
WILLIAMSON FINANCIAL SERVICES LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
WINRO COMMERCIAL INDIA LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
YATISH TRADING COMPANY PRIVATE LIMITED 0 0 0 0 0 1 0 0 0 0 0 0 1
YMS FINANCE PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
YOGAKSHEMAM LOANS LIMITED 3 0 0 0 0 0 0 0 0 0 0 0 3
TOTAL 1,981 93 971 440 125 428 84 108 25 15 82 1,079 5,431
 
NEWLY REGISTERED NBFCs
A H K FINANCE PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
ADITYA BIRLA FINANCIAL SERVICES PRIVATE LIMITED 18 1 0 2 0 13 1 0 0 0 0 2 37
AEON CREDIT SERVICE INDIA PRIVATE LIMITED 6 0 6 2 0 1 0 0 0 0 0 5 20
AHA HOLDINGS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
AKARA CAPITAL ADVISORS PRIVATE LIMITED 4 0 9 1 0 0 0 0 0 0 0 0 14
ALTURA FINANCIAL SERVICES LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
AMBIT FINVEST PRIVATE LIMITED 4 0 0 0 0 0 0 0 0 0 0 1 5
ANGEL FINCAP PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 1 2
ASIRVAD MICRO FINANCE LIMITED 4 0 1 1 0 0 0 0 0 0 0 0 6
AUXILO FINSERVE PRIVATE LIMITED 3 0 0 2 0 0 0 0 0 0 0 1 6
BAJAJ FINSERV LIMITED 213 0 16 44 2 94 0 10 0 0 2 11 392
BAJAJ HOLDINGS AND INVESTMENT LIMITED 43 0 73 32 4 20 7 8 2 2 7 37 235
BANDHAN FINANCIAL HOLDINGS LIMITED 0 0 0 0 0 0 0 0 1 0 0 0 1
BELL FINVEST INDIA LIMITED 4 0 3 1 0 5 3 2 0 0 0 1 19
BFL INVESTMENTS & FINANCIAL CONSULTANTS PRIVATE LIMITED 5 0 13 12 1 1 0 1 0 0 2 7 42
BHANDARI FINANCE AND INVESTMENT PRIVATE LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
BHARAT FINANCIAL INCLUSION LIMITED 3 0 1 0 2 1 0 0 0 0 0 0 7
BMW INDIA FINANCIAL SERVICES PRIVATE LIMITED 6 0 3 1 0 1 0 0 0 0 0 5 16
BOB FINANCIAL SOLUTIONS LIMITED 6 0 0 3 0 1 0 0 0 0 0 5 15
BUSSAN AUTO FINANCE INDIA PRIVATE LIMITED 2 0 2 2 0 0 1 1 0 0 0 0 8
CAPITAL FIRST LIMITED 11 1 1 3 0 3 0 1 0 0 1 7 28
CHEMMANUR CREDITS AND INVESTMENTS LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
CISCO SYSTEMS CAPITAL INDIA PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
CITICORP FINANCE INDIA LIMITED 2 0 0 0 0 1 0 0 0 0 0 0 3
CITICORP FINANCE INDIA LIMITED (CITI FINANCIAL CONSUMER FINANCE INDIA LIMITED) 9 1 1 3 1 1 1 2 0 0 0 0 19
DAIMLER FINANCIAL SERVICES INDIA PRIVATE LIMITED 5 0 0 2 0 0 0 0 0 0 0 1 8
DE LAGE LANDEN FINANCIAL SERVICES INDIA PRIVATE LIMITED 1 0 0 0 0 1 0 0 0 0 0 0 2
DMI FINANCE PRIVATE LIMITED 158 4 94 23 27 15 3 11 1 1 3 114 454
ECL FINANCE LIMITED 20 0 6 3 1 5 0 0 0 2 0 9 46
EDELWEISS FINVEST PRIVATE LIMITED 8 0 0 1 0 3 0 1 0 0 0 2 15
FEDBANK FINANCIAL SERVICES LIMITED 13 0 0 0 0 7 0 0 0 0 0 1 21
FINQUEST FINANCIAL SOLUTIONS PRIVATE LIMITED 0 0 0 0 2 0 0 0 0 0 0 0 2
FORD CREDIT INDIA PRIVATE LIMITED 2 0 0 0 0 0 0 0 0 0 0 2 4
FORTUNE CREDIT CAPITAL LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
FORTUNE INTEGRATED ASSETS FINANCE LIMITED 2 0 1 2 0 1 0 0 0 0 0 0 6
GLOBAL LEASING & FINANCE LIMITED 0 0 0 0 0 0 1 0 0 0 0 0 1
GLOBE FINCAP LIMITED 3 0 0 0 0 1 0 0 0 0 0 1 5
HDFC CREDILA FINANCIAL SERVICES PRIVATE LIMITED 9 0 18 5 1 5 2 3 2 0 3 11 59
HDFC HOLDINGS LIMITED 8 0 15 5 1 1 0 1 0 0 0 6 37
HEWLETT-PACKARD FINANCIAL SERVICES INDIA PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
HINDUJA FINANCE PRIVATE LIMITED 5 0 2 0 1 1 1 0 0 0 0 2 12
HINDUJA LEYLAND FINANCE LIMITED 43 3 14 12 2 10 4 3 2 1 0 21 115
IDFC FINANCIAL HOLDING COMPANY LIMITED 0 0 0 0 0 1 0 1 0 0 0 0 2
IFCI VENTURE CAPITAL FUNDS LIMITED 1 0 2 0 0 0 0 0 0 0 0 0 3
IL & FS FINANCIAL SERVICES LIMITED 3 0 0 0 0 0 0 0 0 0 0 0 3
INDIA INFOLINE FINANCE LIMITED 86 5 68 23 2 37 5 7 0 1 5 52 291
INDIABULLS COMMERCIAL CREDIT LIMITED 55 2 34 23 2 16 1 2 1 0 0 19 155
INDIABULLS CREDIT SERVICES LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
INDIABULLS FINANCIAL SERVICES LIMITED 12 1 1 0 0 3 0 0 0 0 0 1 18
INDITRADE MICROFINANCE LIMITED 1 0 1 0 0 0 0 0 0 0 0 1 3
INDOSTAR CAPITAL FINANCE LIMITED 18 1 6 3 0 4 0 1 0 0 1 0 34
J M FINANCIAL & INVESTMENT CONSULTANCY SERVICES PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
J R G FINCORP LIMITED 0 0 1 0 0 0 0 0 0 0 0 1 2
JOHN DEERE FINANCIAL INDIA PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
JUMBO FINVEST INDIA LIMITED 1 1 0 0 0 5 0 0 0 0 0 1 8
KOTAK INFRASTRUCTURE DEBT FUND LIMITED 0 0 1 1 0 0 0 0 0 0 0 0 2
KUBIZ CAPITAL PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
KUDOS FINANCE & INVESTMENTS PRIVATE LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
L & T FINANCE LIMITED 12 0 8 4 1 3 1 0 0 0 0 6 35
L & T FINCORP LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
L&T INFRASTRUCTURE FINANCE COMPANY LIMITED 2 0 0 1 0 2 0 0 0 0 0 0 5
MADURA MICRO FINANCE LIMITED 1 0 1 0 0 0 0 0 0 0 0 1 3
MAGMA CONSUMER FINANCE PRIVATE LIMITED 1 0 0 1 0 2 0 0 0 0 0 1 5
MENTOR CAPITAL LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
MOTILAL OSWAL FINANCIAL SERVICES LIMITED 3 0 8 1 0 1 0 0 0 0 0 6 19
MUTHOOT FINANCE LIMITED 51 7 69 24 5 10 3 3 1 0 20 43 236
MUTHOOT FINCORP LIMITED 9 1 6 2 0 0 0 1 0 0 0 1 20
MUTHOOTTU MINI FINANCIERS LIMITED 1 0 0 0 1 0 0 0 0 0 0 1 3
ONE CAPITALL LIMITED 1 1 2 0 0 0 0 0 0 0 0 0 4
ORIX LEASING &FINANCIAL SERVICES INDIA LIMITED 7 0 1 4 0 1 0 0 0 0 0 1 14
OXYZO FINANCIAL SERVICES PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
PAUL FINCAP PRIVATE LIMITED 2 0 0 0 0 0 0 0 0 0 0 1 3
PNB GILTS LIMITED 0 0 0 1 0 0 0 0 0 0 0 0 1
RELIANCE COMMERCIAL FINANCE LIMITED 5 1 2 0 1 0 1 2 0 0 0 10 22
RELIANCE COMMERCIAL FINANCE PRIVATE LIMITED 1 0 0 1 1 0 0 0 0 0 0 1 4
RELIANCE FINANCIAL LIMITED 7 0 3 4 3 1 1 0 2 0 1 8 30
RELIANCE RETAIL FINANCE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
RELIGARE FINANCE LIMITED 3 0 0 0 0 2 0 0 0 0 0 0 5
RHC FINANCE PRIVATE LIMITED 0 0 1 0 0 0 0 0 0 0 0 0 1
SAHARA INDIA FINANCE & INVESTMENT LIMITED 0 0 0 0 1 0 0 0 0 0 0 0 1
SAIJA FINANCE PRIVATE LIMITED 0 0 1 0 1 0 0 0 0 0 0 0 2
SBI CARDS & PAYMENT SERVICES PRIVATE LIMITED 12 0 2 16 2 1 0 0 0 1 1 13 48
SBI GLOBAL FACTORS LIMITED 2 0 0 0 0 0 0 0 1 0 0 1 4
SHARE MICROFIN LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
SHAREKHAN BNP PARIBAS FINANCIAL SERVICES PRIVATE LIMITED 2 0 0 0 0 0 0 0 0 0 0 0 2
SHREM INVESTMENTS PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 1 0 1
SHRI RAM FINANCE CORPORATION PRIVATE LIMITED 3 0 7 1 2 1 1 2 0 0 0 1 18
SHRIRAM EQUIPMENT FINANCE COMPANY LIMITED 1 0 0 0 0 1 0 0 0 0 0 0 2
SI CREVA CAPITAL SERVICES PRIVATE LIMITED 8 0 6 0 1 2 0 1 0 1 0 2 21
SMALL BUSINESS FINCREDIT INDIA PRIVATE LIMITED 115 2 30 13 4 12 16 5 1 0 1 22 221
SPANDANA SPHOORTY FINANCIAL LIMITED 0 0 0 0 0 1 0 1 0 0 0 2 4
SREI EQUIPMENT FINANCE LIMITED 9 0 15 3 2 2 1 0 0 0 1 7 40
STANDARD CHARTERED INVESTMENTS & LOANS INDIA LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
SUSTAINABLE AGRO-COMMERCIAL FINANCE LIMITED 1 0 0 1 0 0 0 0 0 0 0 0 2
SWASTIKA FIN-MART PRIVATE LIMITED 0 0 0 0 0 0 0 0 0 0 0 1 1
TATA CAPITAL FINANCIAL SERVICES LIMITED 244 7 82 54 7 55 8 8 2 4 2 110 583
TELETEC FINSEC INDIA PRIVATE LIMITED 0 0 0 0 0 0 0 1 0 0 0 0 1
TOYOTA FINANCIAL SERVICES INDIA LIMITED 1 0 0 0 0 0 0 0 0 0 0 0 1
TVS CREDIT SERVICES LIMITED 16 2 11 13 1 7 1 0 0 0 1 10 62
VERITAS FINANCE PRIVATE LIMITED 5 0 0 0 0 0 0 0 0 0 0 0 5
VOLKSWAGEN FINANCE PRIVATE LIMITED 2 0 1 3 0 2 0 0 0 0 0 4 12
TOTAL 1,332 41 653 361 83 364 63 79 16 13 53 586 3,644
 
OTHERS 1,607 225 632 141 70 588 46 80 2 7 18 731 4,147
TOTAL 7,052 474 3,607 1,628 395 1,704 268 399 82 49 232 3,542 19,432

ANNEX - III - STATEMENT OF COMPLAINTS RECEIVED BY THE OODTS FOR THE PERIOD 2019-20
NAME OF THE SYSTEM PARTICIPANT FUND TRANSFERS/ UPI/BBPS /BHARAT QR CODE MOBILE / ELECTRONIC FUND TRANSFERS NON-REVERSAL OF FUNDS DUE TO WRONG BENEFICIARY TRANSFER BY SYSTEM PARTICIPANT NON-ADHERENCE OF RBI GUIDELINES TO PREPAID PAYMENT INSTRUMENTS (PPI) VIOLATION OF RBI DIRECTIVES IN RELATION TO FEES/CHARGES OUT OF SUBJECT OTHERS TOTAL
BHARAT BILL PAYMENT CENTRAL UNIT
NATIONAL PAYMENTS CORPORATION OF INDIA 11 1 1 0 0 0 0 13
BHARAT BILL PAYMENT OPERATING UNITS
AVENUES INDIA PRIVATE LIMITED 14 2 1 0 2 0 0 19
CSC E – GOVERNANCE SERVICES INDIA LIMITED 6 6 2 3 2 0 0 19
EURONET SERVICES INDIA PRIVATE LIMITED 3 0 0 0 0 0 0 3
INDIAIDEAS COM LIMITED 11 3 3 0 2 0 4 23
ITZ CASH CARD LIMITED 3 0 0 2 0 0 0 5
OXIGEN SERVICES INDIA PRIVATE LIMITED 1 4 1 2 1 2 0 11
SPICE DIGITAL LIMITED 5 1 0 1 0 0 2 9
TECHPROCESS PAYMENT SERVICES LIMITED 6 3 0 0 0 0 0 9
TOTAL 49 19 7 8 7 2 6 98
PREPAID PAYMENT INSTRUMENTS
AIRCEL SMART MONEY LIMITED 5 3 1 4 0 0 0 13
AMAZON PAY INDIA PRIVATE LIMITED 162 66 16 31 3 4 23 305
APPNIT TECHNOLOGIES PRIVATE LIMITED 0 1 0 1 0 0 0 2
BALANCEHERO INDIA PRIVATE LIMITED 2 3 1 4 2 0 1 13
CARD PRO SOLUTIONS PRIVATE LIMITED 3 3 3 0 0 0 0 9
DIGITSECURE INDIA PRIVATE LIMITED 4 1 0 0 1 0 0 6
EDENRED INDIA PRIVATE LIMITED – NEE ACCOR SERVICES PRIVATE LIMITED 0 0 1 0 0 1 0 2
EKO INDIA FINANCIAL SERVICES PRIVATE LIMITED 2 0 2 1 0 0 0 5
FLYTECH AVIATION LIMITED 0 0 0 0 0 1 0 1
GI TECHNOLOGY PRIVATE LIMITED 7 1 1 2 0 0 0 11
HIP BAR PRIVATE LIMITED 1 0 1 0 1 0 0 3
INCASHME MOBILE WALLET SERVICES PRIVATE LIMITED 0 2 0 1 2 0 0 5
INDIA TRANSACT SERVICES LIMITED 2 2 1 0 1 1 0 7
ITZ CASH CARD LIMITED 4 0 1 0 1 0 1 7
KEDIA INFOTECH LIMITED 0 0 0 0 1 0 0 1
LIVQUIK TECHNOLOGY INDIA PRIVATE LIMITED 0 1 0 0 0 0 0 1
MANAPPURAM FINANCE LIMITED 1 1 0 0 1 0 0 3
MPURSE SERVICES PRIVATE LIMITED 0 1 0 0 0 0 0 1
MY MOBILE PAYMENTS LIMITED 20 9 2 8 3 0 5 47
ONE MOBIKWIK SYSTEMS PRIVATE LIMITED 49 92 24 36 2 4 32 239
OXIGEN SERVICES INDIA PRIVATE LIMITED 2 4 0 3 1 3 1 14
PAY POINT INDIA NETWORK PRIVATE LIMITED 1 2 2 0 2 2 1 10
PAYU PAYMENTS PRIVATE LIMITED 47 47 13 28 3 4 10 152
PHONEPE PRIVATE LIMITED 615 254 121 45 9 6 45 1,095
PINE LABS PRIVATE LIMITED 8 3 2 6 0 0 0 19
PYRO NETWORKS PRIVATE LIMITED 0 0 0 0 0 0 1 1
QWIKCILVER SOLUTIONS PRIVATE LIMITED 0 0 0 1 0 0 0 1
RAPIPAY FINTECH PRIVATE LIMITED 0 0 1 0 0 0 0 1
SMART PAYMENT SOLUTIONS PRIVATE LIMITED 2 3 0 0 0 0 0 5
SODEXO SVC INDIA PRIVATE LIMITED 1 1 0 1 0 0 1 4
SPICE DIGITAL LIMITED 1 1 0 1 0 0 2 5
TRANSACTION ANALYSTS INDIA PRIVATE LIMITED 3 5 0 0 1 0 0 9
TRANSCORP INTERNATIONAL LIMITED 0 0 1 0 0 0 0 1
TRANSERV PRIVATE LIMITED 1 0 0 1 0 0 1 3
UAE EXCHANGE & FINANCIAL SERVICES LIMITED 0 1 0 0 2 0 0 3
VODAFONE M-PESA LIMITED 1 2 0 1 3 0 1 8
WEIZMANN IMPEX SERVICE ENTERPRISE LIMITED 1 3 0 0 0 0 0 4
Y-CASH SOFTWARE SOLUTIONS PRIVATE LIMITED 0 0 1 0 0 0 0 1
ZIPCASH CARD SERVICES PRIVATE LIMITED 6 9 2 10 5 2 10 44
TOTAL 951 521 197 185 44 28 135 2,061
 
OTHERS 78 57 13 5 7 45 104 309
TOTAL 1,089 598 218 198 58 75 245 2481

1 ‘System Participant’ means any person other than a bank participating in a payment system as defined under Section 2 of the Payment and Settlement Systems Act, 2007, excluding a ‘System Provider’.

2 Complaints handled comprise of 3,08,630 received during the year 2019-20 and 12,069 carried over from the previous year

3 DPSS.CO.PD No. 629/02.01.014/2019-20 dated September 20, 2019 /en/web/rbi/-/notifications/harmonisation-of-turn-around-time-tat-and-customer-compensation-for-failed-transactions-using-authorised-payment-systems-11693

4 DPSS.CO.PD No.116/02.12.004/2020-21 dated August 6, 2020 on Online Dispute Resolution (ODR) System for Digital Payments

5 The cases which do not fall within the grounds of complaint specified under Clause 8 of the Scheme and those wherein the procedure for filing the complaint is not adhered to as laid down in Clause 9 of the Scheme, are classified as ‘non-maintainable’ complaints. OBOs return such complaints to the complainants stating the reason.

6 Clause 14 of the Scheme provides that “any party aggrieved by an Award issued by the BO under Clause 12 or by rejection of a complaint for the reasons referred to in Sub-Clauses (d) to (g) of Clause 13 of the Scheme, can appeal to the Appellate Authority (AA) designated under the Scheme.”

7 19,432 complaints were received this year and 36 complaints were brought forward from the previous year

8 ‘Non-bank System Participant’ means any person other than a bank participating in a payment system as defined under Section 2 of the Payment and Settlement Systems Act, 2007 including a ‘System Provider’.

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