What is the primary function of the Centralised Receipt and Processing Centre (CRPC) under the revised RBI grievance framework?

RBI will establish a Centralised Receipt and Processing Centre (CRPC) under the Integrated Ombudsman Scheme.

The CRPC will become operational from 1 July 2026.

CRPC will function as a single national hub for initial scrutiny of complaints.

It will process complaints received through email and physical (postal) modes.

Online complaints will continue to be registered directly on the RBI Complaint Management System (CMS) portal.

The primary role of CRPC is to examine admissibility of complaints under the Integrated Ombudsman Scheme.

Centralised scrutiny aims to reduce delays, duplication, and regional inconsistencies.

After scrutiny, admissible complaints will be handled by the RBI Ombudsman or Deputy Ombudsman.

Decisions will be based on banking laws, RBI regulations, and applicable guidelines.

The Integrated Ombudsman Scheme provides a quick, cost-effective, and non-adversarial grievance mechanism.

The scheme applies to banks, NBFCs, and other RBI-regulated entities.

There is no monetary limit on the value of disputes that can be taken up by the Ombudsman.

Compensation for consequential losses can be awarded up to ₹30 lakh.

Compensation up to ₹3 lakh can be granted for harassment, mental anguish, loss of time, or expenses.