Ombudsman Schme

The Banking
Ombudsman Scheme
2006
Reserve Bank of India
Central Office
Mumbai
TABLE OF CONTENTS
CHAPTER I
PRELIMINARY
1. Short Title, Commencement, Extent and Application 1
2. Suspension of the Scheme 1
3. Definitions 1
CHAPTER II
ESTABLISHMENT OF OFFICE OF BANKING OMBUDSMAN
4. Appointment & Tenure 3
5. Location of Office and Temporary Headquarters 3
6. Secretariat 3
CHAPTER III
JURISDICTION, POWERS AND DUTIES OF BANKING OMBUDSMAN
7. Powers and Jurisdiction 4
CHAPTER IV
PROCEDURE FOR REDRESSAL OF GRIEVANCE
8. Grounds of Complaint 5
9. Procedure for Filing Complaint 7
10. Power to Call for Information 8
11. Settlement of Complaint by Agreement 9
12. Award by the Banking Ombudsman 10
13. Rejection of the Complaint 11
14. Appeal Before the Appellate Authority 12
15. Banks to Display Salient Features of the Scheme 13 for Common Knowledge of Public
CHAPTER V
MISCELLANEOUS
16. Removal of Difficulties 14
17. Application of the Banking Ombudsman Schemes, 14
1995, 2002
ANNEXURE
Annexure 'A' - Form of Complaint 15
Annexure 'B' - Addresses and Area of Operation 18 of Banking Ombudsman
DEPUTY GOVERNOR
THE BANKING OMBUDSMAN SCHEME 2006
NOTIFICATION
Ref.CSD.BOS.No. 4736 /13.01.01/2008-09 dated February 3, 2009
In exercise of the powers conferred by Section 35A of the Banking Regulation
Act, 1949 (10 of 1949) and in partial modification of its Notification
Ref.RPCD.BOS.No.441/13.01.01/2005-06 dated December 26, 2005, and
CSD.BOS 4638/13.01.01/2006-07 dated May 24, 2007 Reserve Bank of India hereby amends the Banking Ombudsman Scheme 2006 to the extent specified in the Annex hereto. The Reserve Bank hereby directs that all commercial banks, regional rural banks and scheduled primary co-operative banks shall comply with the Banking Ombudsman Scheme, 2006 as amended hereby.
2. The amendments in the Scheme shall come into force from February 3, 2009
(Usha Thorat)
THE BANKING OMBUDSMAN SCHEME, 2006
The Scheme is introduced with