Job
Description
Eligibility The Internal Ombudsman shall either be a retired or servicing officer, in the rank equivalent to a General Manager of BFSI/ NBFC, having necessary skills and experience, working in areas such as banking, non - banking finance, regulation, supervision, payment and settlement systems, credit information or consumer protection. Age - Not less than 55 years as on March 31st, 2025 Not more than 60 years as on March 31st, 2025 Tenure of the Internal Ombudsman shall be a fixed term of 3 years. 1. The Internal Ombudsman shall not handle complaints received directly from the complainants or members of the public but deal with the complaints that have already been examined by the Bank but have been partly or wholly rejected by the Bank. 2. The following types of complaints shall be outside the purview of these Directions and shall not be handled by the Internal Ombudsman. a) Complaints related to corporate frauds, misappropriation etc., except those resulting from deficiency in service, if any, on the part of the Bank; b) References in the nature of suggestions and commercial decisions of the Bank. However, service deficiencies in cases falling under commercial decisions will be valid complaints for the Internal Ombudsman. c) Complaints / references relating to (i) Internal Administration, (ii) Human Resources, or (iii) pay and emoluments of staff in the Bank; d) Complaints which have been decided by or are already pending in other for a such as the Consumer Disputes Redressal Commission, courts, etc.; e) Disputes for which remedy has been provided under Section 18 of the Credit Information Companies (Regulation) Act, 2005. The Bank shall forward all rejected / partially rejected complaints under the categories (a) and (b) above to the Internal Ombudsman/ s. The Internal Ombudsman shall look for inherent deficiency in service in such cases and take a view whether any of these complaints can be exempted under (a) and / or (b) above as decided by the Bank. 3. Complaints that are outside the purview of these Directions shall be immediately referred back to the Bank by the Internal Ombudsman. 4. The Internal Ombudsman shall analyse the pattern of complaints, such as product/category wise, consumer group wise, geographical location wise, etc., and suggest means for taking actions to address the root cause of complaints of similar / repeat nature and those that require policy level changes in the Bank. The Internal Ombudsman shall examine the complaints based on records available with the Bank, including any documents submitted by the complainant and comments or clarifications furnished by the Bank to the specific queries of the Internal Ombudsman. The Internal Ombudsman may seek additional information and documents from the complainant, through the Bank. In the case of CICs, the Internal Ombudsman may seek additional information from the concerned Credit Institution/s (CI) through CIC. The Internal Ombudsman/ must record a reasoned decision in each case. 5. The Internal Ombudsman may hold meetings with the concerned functionaries of the Bank and seek any record / docrecord/documentument available with the Bank that are necessary for examining the complaint and reviewing the decision. The Bank shall furnish all records and documents sought by the Internal Ombudsman to enable expeditious resolution of the complaints without any undue delay. 6. The Internal Ombudsman shall, on a quarterly basis, analyse the pattern of all Complaints received against the Bank, such as entity-wise (for CICs), product-wise, category-wise, consumer group-wise, geographical location-wise, etc., and may provide inputs to the Bank for policy intervention, if so warranted. 7. The Internal Ombudsman shall not represent the Bank in legal cases before any court or forum or authority. 8. In cases of conciliation, where the decision of the Internal Ombudsman/ is accepted by the complainant, a statement showing the terms of agreement duly signed by the complainant, shall be kept on record.
