The Reserve Bank of India published the Integrated Ombudsman Scheme in 2021 to resolve customer grievances in relation to deficient services provided by entities regulated by the Reserve Bank of India in a speedy and cost-effective manner.
Who can file a complaint?
Any Consumer or Merchant can file a complaint under the Integrated Ombudsman Scheme against any action or inaction by Google which has resulted in deficiency in service. You can file the complaint personally or through an authorized representative.
“Deficiency in service” means a shortcoming or an inadequacy in any financial service, which Google is required to provide statutorily or otherwise, which may or may not result in financial loss or damage to the Consumer or Merchant.
How to file a complaint?
Complaints to the Ombudsman can be made either online on the complaint lodging portal at https://cms.rbi.org.in or by email at [email protected], or in writing and can be submitted to the Centralised Receipt and Processing Centre at 4th Floor, Sector 17, Chandigarh - 160017. Additionally, Contact Centre with a toll-free number – 14448– is also operationalised in Hindi, English and in 10 regional languages, to assist the complainant in filing the complaint through CMS portal or physical mode and provide clarifications.
What are the grounds for non-maintainability of a complaint?
Grounds for making a complaint under the Scheme do not include:
- A dispute against a commercial decision of the RE,
- Dispute between a vendor and RE relating to a RE’s outsourcing contract,
- A grievance not directly addressed to the Ombudsman,
- Grievances against RE’s management / executives,
- RE initiated dispute in compliance with orders of a statutory or law enforcement body,
- A dispute outside the regulatory purview of the RBI,
- A dispute between REs, and
- Employer-employee dispute.
How is a complaint resolved by the Ombudsman?
- A copy of a valid complaint is forwarded to Google to submit its written response within 15 days or the extended time granted by the Ombudsman. Failure by Google to file its written reply, allows the Ombudsman to proceed ex-parte and pass an order that cannot be appealed by Google.
- Once Google files a written reply, a copy is furnished to the complainant, and the Ombudsman encourages parties to settle the complaint in good faith through conciliation / mediation.
- The Ombudsman may examine the parties, record their statements, or seek further information / documents in relation to the complaint.
- In case the complaint is not amicably resolved or voluntarily withdrawn by the complainant, the Ombudsman may pass an award based on the principles of banking law and Reserve Bank of India’s directions, instructions and guidelines. Such award may direct Google for specific performance of its obligations and a compensation amount to be paid to the complainant.
Can the decision of the Ombudsman be appealed?
- Yes, the complainant can file an appeal within 30 days of the receipt of the award or rejection of the complaint.
- Such an appeal can be filed before the Executive Director in-Charge of the Department of RBI administering the Scheme at https://cms.rbi.org.in for a closed complaint or via e-mail at [email protected].
- Google is required to either confirm its compliance with the award within 30 days of the complainant's acceptance letter, or prefer an appeal against the award.
Please refer to https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121.pdf for further details of the Integrated Ombudsman Scheme.