Third Annual Conference of Internal Ombudsmen
RBI press-release 2026-2027/659 · 13 Jul 2026
Official title
Reserve Bank convenes Third Annual Conference of Internal Ombudsmen
Summary
Check the official recordWhat changed
The Reserve Bank of India held the third annual conference of Internal Ombudsmen on July 13, 2026, in Mumbai. The event included representatives from banks, non-banking financial companies, and credit information companies. The Deputy Governor instructed Internal Ombudsmen to ensure fair and effective resolution of customer complaints. He requested that Internal Ombudsmen identify recurring issues and perform root cause analysis to implement remedial measures. The conference focused on improving resolution quality and reducing external escalations. Senior management must empower the Internal Ombudsman mechanism to strengthen customer service and grievance redress.
What you must do
- Internal Ombudsmen must identify recurring issues and perform root cause analysis.
- Boards and senior management must empower the Internal Ombudsman mechanism.
Key dates
Document text
July 13, 2026
Reserve Bank convenes Third Annual Conference of Internal Ombudsmen
The Reserve Bank of India (RBI) organised the third annual conference of Internal Ombudsmen (IO)1 on July 13, 2026, in Mumbai.
The Conference brought together IOs from across a representative spectrum of regulated entities including banks, non-banking financial companies (NBFCs), credit information companies (CICs) and other regulated entities, along with the Managing Directors and Chief Executive Officers, Executive Directors in charge of customer service, Principal Nodal Officers as well as RBI Ombudsmen and senior officials of the Reserve Bank.
In his keynote address, Shri Swaminathan J., Deputy Governor, exhorted the IOs to provide a meaningful, fair and effective resolution of customer complaints. The Deputy Governor also requested the IOs to identify recurring issues, undertake root cause analysis and help implement remedial measures. He added that an effective IO mechanism should reduce external escalation and urged Boards and senior management to empower the IO mechanism and use its insights to strengthen customer service and grievance redress.
The Conference sessions covered recent grievance redress developments, regulatory expectations, and RBI Ombudsman insights, focusing on faster, higher-quality resolutions and systemic improvements to prevent avoidable escalations.
Smt. Sonali Sen Gupta, Executive Director, interacted with the participants during an open-house session, to exchange views on further enhancing the effectiveness of the IO framework.
(Brij Raj)
Press Release: 2026-2027/659 Chief General Manager
1 The Internal Ombudsman serves as the final independent level of review within a regulated entity for customer complaints that have not been fully resolved, before the customer approaches the RBI Ombudsman or another external forum.
ᮧेस ᮧकाशनी PRESS RELEASE
भारतीय įरज़वर् बैंक
RESERVE BANK OF INDIA
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Source details
- Source
- Reserve Bank of India
- Type
- press-release
- Published by source
- 13 Jul 2026
- Document number
- 2026-2027/659
- Issuing division
- Department of Communication
- Coverage area
- banking