Mumbai: Issues related to ATM/debit cards and mobile/electronic banking were the top grounds of complaints received at the Office of Banking Ombudsman (OBO), said an RBI report on Wednesday. The coverage of RBIOS was extended to include the non-scheduled Urban Cooperative Banks (UCBs) with a deposit size of Rs 50 crore or above as at the end of previous Financial Year. Credit Information Companies (CICs) were brought under RBI-IOS with effect from September 1, 2022. Between November 12, 2021 and March 31, 2022, a total of 1,86,268 complaints were received under the RBIOS.
The Centralised Receipt and Processing Center (CRPC) at RBI, Chandigarh handled the preliminary scrutiny of 1,49,419 complaints received through email/physical mode and closed 1,07,821 complaints as non-complaints/ non-maintainable complaints during the period.
Under the erstwhile three Schemes and the RBIOS, it said, during the period April 1, 2021 to March 31, 2022, total number of complaints received at the ORBIOs and the CRPC stood at 4,18,184, showing an increase of 9.39 percent over last year. Of these, 3,04,496 complaints were handled by the 22 ORBIOs. The overall disposal rate for the year at the ORBIOs stood at 97.97 percent.
Talking about other developments during the year, the report said, a Nationwide Customer Satisfaction Survey to assess the satisfaction level of the complainants who had approached the RBIOs for redressal of their grievances was undertaken through a third-party agency, which indicated the overall satisfaction level of the complainants was at 59.55 percent.
"The annual Root Cause Analysis for the year 2022 was conducted and necessary action initiated based on the causes identified," it added.
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