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.

The Reserve Bank has released the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025.

The comments on the draft Directions are invited from the public/ stakeholders till October 28, 2025.

Additional comments or any attachments may also be submitted by email at  iocepd@rbi.org.in