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Informist, Monday, Jul. 13, 2026

NEW DELHI – Reserve Bank of India Deputy Governor Swaminathan J. Monday urged the board members of regulated entities to empower internal ombudsmen in a bid to resolve consumer complaints within the institution, according to a release. Ramping up customer service and grievance redressal internally should help reduce external escalation, he said at the third annual conference of internal ombudsmen. 

The internal Ombudsman serves as the final independent level of review within a regulated entity for customer complaints that have not been fully resolved, before the customer approaches the RBI Ombudsman or another external forum. Ombudsmen should identify recurring issues, undertake root cause analysis and then help implement remedies, the head of the RBI's Department of Supervision said. Swaminathan also urged the ombudsmen to resolve complaints in a meaningful, fair and effective manner.

The event was also attended by managing directors and chief executives of some regulated entities, as well as other senior officials. "The Conference sessions covered recent grievance redress developments, regulatory expectations, and RBI Ombudsman insights, focusing on faster, higher quality resolutions and systemic improvements to prevent avoidable escalations," the release said.  End

Reported by Aaryan Khanna

Edited by Deepshikha Bhardwaj

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