Data released by the Reserve Bank of India (RBI) in the annual report shows that complaints in respect of ATM and debit cards with the banking ombudsman have fallen to 41,375 in 2021-22 from 67,800 in 2019-20 and 60,203 in 2020-21. As a share of total complaints, they are now only 15.4% versus nearly 22% two years ago.
According to bankers, customers now use UPI to make payments from their accounts instead of debit cards. However, complaints in respect of loans and advances have risen to 24,507 (9% of complaints) in 2021-22 from 16,437 (5.3% of complaints) in 2019-20.
This increase in the share of complaints pertaining to loans and advances coincides with the growing share of retail loans in bank credit. The ombudsman for digital payments received 2,281 complaints in FY22, while the NBFC ombudsman received an additional 20,439 complaints. This was in addition to the 2,09,196 complaints received under the banking ombudsman scheme.
The year also marks the launch of the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS) on November 12, 2021. Between November 12, 2021, and March 2022, 72,580 complaints were received under the integrated ombudsman scheme.
During the pandemic, the RBI also launched the Centralised Receipt and Processing Center (CRPC) under the RBI-IOS. Of the 1,49,419 complaints handled at the CRPC, since the launch, 1,43,552 complaints had been disposed as of the end of March 31, 2022.