Raise a Grievance through Portal

• Login onto our Portal
• Click on “My report” and select “Raise a Query” tab
• Select the credit report on which dispute to be raised and click “Proceed”
• Select the account or information to change and click “Submit” to raise the dispute.

Grievance Resolution Process:

• Once the credit bureau receives the grievance from the consumer, a service request / ticket number shall be generated and shared with consumer over email for future reference
• The consumer grievance will be closed at our end after providing the resolution to the grievance raised
• Credit bureau would provide resolution to the query raised within 30 days and share the response with the consumer

Contact Details

For any further clarifications, kindly get in touch with below representatives:

RBI Ombudsman

• In case your Complaint is not addressed within 30 days, you may raise a complaint with the Reserve Bank of India under the Integrated Ombudsman Scheme 2021 at https://cms.rbi.org.in.
• Complaints can also be filed through the dedicated e-mail or sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in this format/Annexure A.
• Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) – is also being operationalised in Hindi,English and in eight regional languages to begin with and shall cover other Indian languages in due course.
• The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.

Salient Features of RBI- INTEGRATED OMBUDSMAN SCHEME 2021

By virtue of the notification/ press release of the RBI dated August 5, 2022 titled "Statement on Developmental and Regulatory Policies", CICs have been brought under the ambit of the RBI-IOS 2021 in order to make to RBI - IOS more broad based,with an intent to provide a cost free alternate redress mechanism to customer of the Regulated Entity for grievances against CICs and with a view to strengthen the internal grievance redressal of the CICs and to make it more efficient, it has also been decided to bring the CICs under the Internal Ombudsman (IO) framework.

The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral.

Salient features of the Scheme in Hindi, Marathi, English

Some of the salient features of the Scheme are:

1. It will no longer be necessary for a complainant to identify under which scheme he/she should file complaint with the Ombudsman.
2. The Scheme defines ‘deficiency in service’ as the ground for filing a complaint,with a specified list of exclusions. Therefore, the complaints would no longer be rejected simply on account of “not covered under the grounds listed in the scheme”.
3. The Scheme has done away with the jurisdiction of each ombudsman office.
4. A Centralised Receipt and Processing Centre has been set up at RBI, Chandigarh for receipt and initial processing of physical and email complaints in any language.
5. The responsibility of representing the Regulated Entity and furnishing information in respect of complaints filed by customers against the Regulated Entity would be that of the Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank or equivalent.
6. The Regulated Entity will not have the right to appeal in cases where an Award is issued by the ombudsman against it for not furnishing satisfactory and timely information/documents.
7. The Executive Director-in charge of Consumer Education and Protection Department of RBI would be the Appellate Authority under the Scheme.
8. Complaints can continue to be filed online on https://cms.rbi.org.in. Complaints can also be filed through the dedicated e-mail or sent in physical mode to the‘Centralized Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format. Additionally, a Contact Centre PROPRIETARY with a toll-free number – 14448 (9:30 am to 5:15 pm) – is also being operationalized in Hindi, English and in eight regional languages to begin with and will be expanded to cover other Indian languages in due course. The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.
9. A copy of the Scheme is available on the RBI website and on the CMS portal https://cms.rbi.org.in.

The RBI-Integrated Ombudsman Scheme 2021