Ombudsman Schme

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The Banking
Ombudsman Scheme
2006
Reserve Bank of India
Central Office
Mumbai
TABLE OF CONTENTS
CHAPTER I
PRELIMINARY
1. Short Title, Commencement, Extent and Application 1
2. Suspension of the Scheme 1
3. Definitions 1
CHAPTER II
ESTABLISHMENT OF OFFICE OF BANKING OMBUDSMAN
4. Appointment & Tenure 3
5. Location of Office and Temporary Headquarters 3
6. Secretariat 3
CHAPTER III
JURISDICTION, POWERS AND DUTIES OF BANKING OMBUDSMAN
7. Powers and Jurisdiction 4
CHAPTER IV
PROCEDURE FOR REDRESSAL OF GRIEVANCE
8. Grounds of Complaint 5
9. Procedure for Filing Complaint 7
10. Power to Call for Information 8
11. Settlement of Complaint by Agreement 9
12. Award by the Banking Ombudsman 10
13. Rejection of the Complaint 11
14. Appeal Before the Appellate Authority 12
15. Banks to Display Salient Features of the Scheme 13
for Common Knowledge of Public
CHAPTER V
MISCELLANEOUS
16. Removal of Difficulties 14
17. Application of the Banking Ombudsman Schemes, 14
1995, 2002
ANNEXURE
Annexure 'A' - Form of Complaint 15
Annexure 'B' - Addresses and Area of Operation 18
of Banking Ombudsman
DEPUTY GOVERNOR
THE BANKING OMBUDSMAN SCHEME 2006
NOTIFICATION
Ref.CSD.BOS.No. 4736 /13.01.01/2008-09 dated February 3, 2009 In exercise of the powers conferred by Section 35A of the Banking Regulation Act, 1949 (10 of 1949) and in partial modification of its Notification Ref.RPCD.BOS.No.441/13.01.01/2005-06 dated December 26, 2005, and CSD.BOS 4638/13.01.01/2006-07 dated May 24, 2007 Reserve Bank of India hereby amends the Banking Ombudsman Scheme 2006 to the extent specified in the Annex hereto. The Reserve Bank hereby directs that all commercial banks, regional rural banks and scheduled primary co-operative banks shall comply with the Banking Ombudsman Scheme, 2006 as amended hereby.

2. The amendments in the Scheme shall come into force from February 3, 2009 (Usha Thorat)
THE BANKING OMBUDSMAN SCHEME, 2006
The Scheme is introduced with the object of enabling resolution of complaints relating to certain services rendered by banks and to facilitate the satisfaction or settlement of such complaints.
CHAPTER I
PRELIMINARY
1. SHORT TITLE, COMMENCEMENT, EXTENT AND APPLICATION
(1) This Scheme may be called the Banking Ombudsman Scheme, 2006. (2) It shall come into force on such date as the Reserve Bank may specify. (3) It shall extend to the whole of India.
(4) The Scheme shall apply to the business in India of a bank as defined under the Scheme.
2. SUSPENSION OF THE SCHEME
(1) The Reserve Bank, if it is satisfied that it is expedient so to do, may by order suspend for such period as may be specified in the order, the operation of all or any of the provisions of the Scheme, either generally or in relation to any specified bank.

(2) The Reserve Bank may, by order, extend from time to time, the period of any suspension ordered as aforesaid by such period, as it thinks fit. 3. DEFINITIONS
(1) ‘award’ means an award passed by the Banking Ombudsman in accordance with the Scheme.
(2) ‘Appellate Authority’ means the Deputy Governor in charge of the Department of the Reserve Bank implementing the Scheme.
(3) ‘authorised representative’ means a person duly appointed and authorised by a complainant to act on his behalf and represent him in the proceedings under the Scheme before a Banking Ombudsman for consideration of his complaint. (4) ‘Banking Ombudsman’ means any person appointed under Clause 4 of the Scheme.

(5) ‘bank’ means a ‘banking company’, a ‘corresponding new bank’, a ‘Regional Rural Bank’, ‘State Bank of India’ a ‘Subsidiary Bank’ as defined in Section 5 of the Banking Regulation Act, 1949 (Act 10 of 1949), or a ‘Primary Co-operative Bank’ as defined in clause (c) of Section 56 of that Act and included in the Second Schedule of the Reserve Bank of India Act, 1934 (Act 2 of 1934), having a place of business in India, whether such bank is incorporated in India or outside India.

(6) ‘complaint’ means...
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