1. “One Nation – One Ombudsman” approach

• The scheme is jurisdiction-neutral: customers across India can lodge complaints irrespective of where the branch/office of the regulated entity is located.

2. Single point of access & ease of redressal

• A centralised receipt and processing centre (CRPC) is set up for physical/email complaints in any language. A single portal (CMS), one email, one address for lodging complaints across the country.
• The complaints under the scheme made online shall be registered on the portal (https://cms.rbi.org.in).
• A toll-free multi-lingual contact centre (Toll Free No: 14448) for guidance in filing complaints.

3. Grounds for complaint & definition of “deficiency in service”

• A complaint can be filed when a customer is aggrieved by an act or omission of a regulated entity causing “deficiency in service” even if there is no financial loss.
• The scheme provides a list of exclusions for what is not maintainable (e.g., commercial judgment, outsourcing contract dispute, general management grievances).
• Complaints which are in the nature of offering suggestions, seeking guidance or explanations are not treated as valid complaints.

4. Pre-condition for lodging complaint

• The complainant must first make a written complaint to the regulated entity.
• If the regulated entity rejects wholly/partially, or does not respond within 30 days, then complaint to Ombudsman is maintainable.
• The complaint to Ombudsman must be made within one year of the reply from the regulated entity, or if no reply, within one year and 30 days from the date of complaint to the regulated entity.

5. Cost-free redressal for customers

• The scheme is free of cost for customers: they can file grievances without paying fees.

6. Availability of tracking, acknowledgement

• Automatic acknowledgement of registration of complaint.
• Facility for real-time tracking of complaint status.