Consumer Education and Protection

The Reserve Bank has released today the draft Reserve Bank - Ombudsman Scheme, 2025 (Scheme). 2. The Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 launched on November 12, 2021, provides customers of Regulated Entities (REs) a speedy, cost-effective and expeditious alternate grievance redress mechanism. Based on the operational experience, stakeholder feedback, and global best practices, the Reserve Bank has undertaken a comprehensive review of the Scheme.

The Reserve Bank has released today the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025. 2. The Reserve Bank, vide Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023 dated December 29, 2023, has institutionalized the Internal Ombudsman mechanism in various regulated entities (REs) for independent review of customer complaints that are being rejected. A holistic review of the existing instructions has been undertaken to further strengthen the functioning of the Internal Ombudsman with a view to facilitating faster and meaningful resolution of customer grievances at the level of the REs.

In pursuance of the announcement made in the Statement on Developmental and Regulatory Policies dated October 01, 2025, the Reserve Bank has, in exercise of the powers conferred under Section 35A of the Banking Regulation Act, 1949, issued a Notification to bring State Co-operative Banks and Central Co-operative Banks under the ambit of the Reserve Bank – Integrated Ombudsman Scheme, 2021 (the Scheme), with effect from November 01, 2025.

The Reserve Bank of India (RBI) organised the Annual Conference of RBI Ombudsmen on March 17, 2025, in Mumbai. The theme of the Conference was “Transforming Grievance Redress: The AI Advantage”. It was attended by Managing Directors & CEOs of major banks, Non-Banking Financial Companies, Non-bank Payment System Operators, Credit Information Companies, RBI Ombudsmen and senior officials of RBI.

The Reserve Bank of India released the Annual Report of the Ombudsman Scheme for the period April 1, 2023 to March 31, 2024 . The Annual Report covers the activities under the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 as well as major developments during the year in consumer education and protection and the way forward.

It has come to the notice of Reserve bank of India that fake videos of the Governor are being circulated in social media that claim launch of or support to some investment schemes by the RBI. These videos attempt to advise people to invest their money in such schemes, through use of technological tools.

The Reserve Bank of India organised the Annual Conference of RBI Ombudsmen, on March 15, 2024 in Mumbai. The theme of the conference was “Protecting the Consumers – Building Robust Systems and Procedures”. The Conference was attended by Chairman/ Managing Director & CEOs of regulated entities from major banks, NBFCs, Non-bank Payment System Participants, NPCI, senior officials of RBI along with the RBI Ombudsmen and Deputy RBI Ombudsmen. Shri Shaktikanta Das, Governor, inaugurated the conference.

The Reserve Bank of India released the Annual Report of the Ombudsman Scheme for the period April 1, 2022 to March 31, 2023. This is the first full-year report after the launch of Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 in November 2021. The Annual Report covers

As part of the Reserve Bank’s continuing engagement with regulated entities, the second Conference of Internal Ombudsmen on the theme “Orchestrating Customer Delight through an Empowered Internal Ombudsman”, was held in Mumbai on January 16, 2024. This Conference was attended by Managing Director & CEOs, Executive Director in-charges of customer service verticals, Internal Ombudsmen, Principal Nodal Officers of select regulated entities from among Banks, NBFCs and CICs and senior officials from the Reserve Bank of India.

As announced in the ‘Statement on Developmental and Regulatory Policies’ issued as part of Monetary Policy Statement dated October 06, 2023, the Reserve Bank, has issued Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023 to harmonise the instructions applicable to the various regulated entities on the Internal Ombudsman (IO) mechanism.

As part of the Statement on Developmental and Regulatory Policies released along with the Monetary Policy Statement on April 08, 2022, the Reserve Bank of India had set up the Committee for Review of Customer Service Standards in RBI Regulated Entities (REs) on May 23, 2022 under the Chairmanship of Shri B.P. Kanungo, former Deputy Governor, RBI. The terms of the reference of the Committee were to evaluate and review the quality of the customer service, examine the ev

The Reserve Bank of India (RBI) released the Annual Report of the Ombudsman Schemes for the year 2020-21 today, which has been prepared for the nine-month period, i.e., July 1, 2020 to March 31, 2021, in alignment with the change in the Financial Year of RBI from ‘July – June’ to ‘April – March' with effect from July 1, 2020. The Annual Report covers the activities under the Banking Ombudsman Scheme, 2006 (BOS), the Ombudsman Scheme for Non-Banking Financial Companies