RBI has issued the Master Directions specific to each category of regulated entity. The directions significantly strengthen internal grievance redressal and ensure fairness before customer complaints are rejected. It mandate appointment of an independent Internal Ombudsman (IO) with fixed tenure, and safeguards against conflicts of interest. All partially resolved or wholly rejected complaints must be automatically escalated to the IO within prescribed timelines through a fully automated complaints system, culminating in a reasoned decision within 30 days. The IO may recommend compensation, conduct root-cause analysis, and suggest policy changes, while not directly handling complaints from customers. Any override of the IO’s decision requires approval and reporting.
(Link: Press Release RBI Master Directions Dated 14/01/2026)
(Link: Commercial Banks RBI Master Directions 381/2026 Dated 14/01/2026)
(Link: Small Finance Banks RBI Master Directions 382/2026 Dated 14/01/2026)
(Link: Payments Banks RBI Master Directions 383/2026 Dated 14/01/2026)
(Link: NBFC RBI Master Directions 384/2026 Dated 14/01/2026)
(Link: Non-Bank PPI Issuers RBI Master Directions 385/2026 Dated 14/01/2026)
(Link: Credit Information Companies RBI Master Directions 386/2026 Dated 14/01/2026)