New Delhi [India], December 1 (ANI): The Reserve Bank of India (RBI) on Monday reported a notable rise in consumer grievances, with 13.34 lakh complaints registered in FY 2024-25, marking a 13.55% increase from the previous fiscal year.
According to the Integrated Ombudsman Scheme Annual Report for FY 2024-25, the increase reflects an expanded digital complaint footprint, improved disposal efficiency, and heightened concerns related to loans, credit cards, and digital frauds. Of the total complaints, the Centralised Receipt and Processing Centre (CRPC) handled 9.11 lakh, while Offices of the RBI Ombudsman (ORBIOs) received 2.96 lakh through direct submissions and CRPC assignments.
Despite the rising volume, ORBIOs maintained a high disposal rate of 93.07%, resolving 2.90 lakh complaints during the year. Loans and advances remained the leading source of grievances, accounting for 29.25% of complaints. Credit card-related issues rose sharply by 20.04%, making them the second-largest category, while complaints concerning mobile and electronic banking dropped by 12.74%, suggesting improved system efficiency or changing consumer behaviour.
Banks accounted for 81.53% of all complaints, followed by NBFCs at 14.80%. Within the banking sector, private banks overtook public sector banks, contributing 37.53% of complaints, while public sector banks accounted for 34.80%.
The report highlighted a strong shift toward digital grievance lodging, with 91.22% of complaints at ORBIOs filed online or via email. The CRPC also closed 7.84 lakh complaints as non-maintainable or non-complaints. Additionally, the toll-free facility received 9.27 lakh calls, a nearly 29% increase over the previous year, with over 70% in Hindi, followed by regional languages and English.
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