AI-enabled tools to streamline complaint handling at RBI: MoS Finance

Upgrade of RBI's Complaint Management System Envisaged

The Union Finance Ministry has announced plans to upgrade the Complaint Management System at the Reserve Bank of India (RBI) with advanced features and AI-enabled tools to streamline complaint handling.

Streamlining Complaint Resolution

The RBI has developed comprehensive training modules to strengthen the skill set of Ombudsman staff, organizes hands-on workshops for the effective handling of complaints, and periodically assesses staff requirements internally.

Reasons Behind Rising Delays in Complaint Resolution

• Rising volume of complaints
• Growing complexity of cases, particularly those involving multiple entities
• Need for detailed examination of records and adherence to principles of natural justice
• Sharing information among all parties and providing personal hearings

Key Statistics

• Average turnaround time (TAT) for resolving complaints related to unauthorized digital payment transactions increased from 36.3 days in FY 2022-23 to 68.3 days in FY 2024-25
• 13.34 lakh complaints registered during FY 2024-25, a 13.55% increase from FY 2023-24

RBI's Efforts to Improve Complaint Handling

The RBI has highlighted an expanded digital complaint footprint, improved disposal efficiency, and increasing concerns about loans, credit cards, and digital fraud in its recently released Integrated Ombudsman Scheme Annual Report for FY 2024-25.

Quotes

“These initiatives will help improve operational efficiency and reduce delays in complaint resolution." - Pankaj Chaudhary, Minister of State, Ministry of Finance

“These complaints require a detailed examination of the records of accounts of both the complainant and beneficiary(s). Additionally, due process requirements, including adherence to the principles of natural justice, sharing information among all parties, and providing personal hearings, also contribute to longer resolution timelines." - Pankaj Chaudhary, Minister of State, Ministry of Finance