Bank announces Financial Results for quarter/year ended, 31st March 2023.
As per revised RBI directives all our Locker-holders are requested to visit Bank of Baroda, Base Branch.
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A Scheme for resolving customer grievances in relation to services provided by entities regulated by Reserve Bank
of India in an expeditious and cost-effective manner under Section 35A of the Banking Regulation Act, 1949 (10 of
1949), Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934) and Section 18 of the Payment and
Settlement Systems Act, 2007 (51 of 2007).
1. Short Title, Commencement, Extent and Application
2. Suspension of the Scheme
(a) In the Scheme, unless the context otherwise requires:
(b) Words and expressions used and not defined in the Scheme, but defined in the Reserve Bank of
India Act, 1934, or in the Banking Regulation Act, 1949, or in the Payment and Settlement Systems
Act, 2007 or in the Regulations or guidelines or Directions issued by the Reserve Bank in exercise of
its powers conferred by the Acts referred to herein above, shall have the meanings respectively
assigned to them.
Offices under The Reserve Bank - Integrated Ombudsman Scheme, 2021
4. Appointment and Tenure of Ombudsman and Deputy Ombudsman
5. Location of the Office of the Ombudsman
6. Establishment of a Centralised Receipt and Processing Centre
Provided that the complaints that are received directly in any of the offices of the Reserve Bank shall
be forwarded to the Centralised Receipt and Processing Centre for further action.
7. Staffing of the Offices of Ombudsman and Centralised Receipt and Processing Centre
The Reserve Bank shall ensure that the offices of the Ombudsman and the Centralised Receipt and
Processing Centre are adequately staffed and shall bear the cost thereof.
Powers and Functions of the Ombudsman
8. Powers and Functions
Procedure for Redressal of Grievance under the Scheme
9. Grounds of Complaint
Any customer aggrieved by an act or omission of a Regulated Entity resulting in deficiency in service may
file a complaint under the Scheme personally or through an authorised representative as defined under
10. Grounds for non-maintainability of a Complaint
(a) No complaint for deficiency in service shall lie under the Scheme in matters involving :
(2) A complaint under the Scheme shall not lie unless:
(a) the complainant had, before making a complaint under the Scheme, made a written
complaint to the Regulated Entity concerned and -
(b) the complaint is not in respect of the same cause of action which is already-
(c) the complaint is not abusive or frivolous or vexatious in nature;
(d) the complaint to the Regulated Entity was made before the expiry of the period of limitation
prescribed under the Limitation Act, 1963, for such claims;
(e) the complainant provides complete information as specified in clause 11 of the Scheme;
(f) the complaint is lodged by the complainant personally or through an authorised
representative other than an advocate unless the advocate is the aggrieved person.
Explanation 1 : For the purposes of sub-clause (2)(a), 'written complaint' shall include
complaints made through other modes where proof of having made a complaint can be
produced by the complainant.
Explanation 2 : For the purposes of sub-clause (2)(b)(ii), a complaint in respect of the same
cause of action does not include criminal proceedings pending or decided before a Court or
Tribunal or any police investigation initiated in a criminal offence.
11. Procedure for Filing a Complaint
13. Power to Call for Information
14. Resolution of Complaints
(a) it has been settled by the Regulated Entity with the complainant upon the intervention of the
(b) the complainant has agreed in writing or otherwise (which may be recorded) that the manner
and the extent of resolution of the grievance is satisfactory; or
(c) the complainant has withdrawn the complaint voluntarily.
15. Award by the Ombudsman
(a) non-furnishing of documents / information as enumerated in clause 14(4); or
(b) the matter not getting resolved under clause 14(9) based on records placed, and after
affording a reasonable opportunity of being heard to both the parties.
16. Rejection of a Complaint
(a) The Deputy Ombudsman or the Ombudsman may reject a complaint at any stage if it appears that
the complaint made :
(b) The Ombudsman may reject a complaint at any stage if:
17. Appeal before the Appellate Authority
18. Regulated Entity to Display Salient Features of the Scheme for Knowledge of the Public
19. Removal of Difficulties
If any difficulty arises in giving effect to the provisions of the Scheme, the Reserve Bank may make such
provisions not inconsistent with the Reserve Bank of India Act, 1934, or the Banking Regulation Act, 1949,
or the Payment and Settlement Systems Act, 2007, or the Scheme, as it may consider necessary or
expedient for removing any difficulty.
20. Repeal of the Existing Schemes and Application to Pending Proceedings
Contact details of CRPC, RBI
Centralized Receipt and Processing Centre
Reserve Bank of India, 4th Floor Sector-17, Chandigarh – 160017
RBI Contact Centre – 14448
Address and Area of Operation of Banking Ombudsmen
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