The complaint would be directed to the appropriate Office of the Ombudsman/Regional Office of the RBI. The application also improves transparency by keeping the complainants informed through auto-generated acknowledgements and enabling them to track the status of their complaints and file Appeals online against the decisions of the Ombudsmen, where applicable. Further, complainants can also voluntarily share feedback on their experience in obtaining redressal.
3. CMS will be accessible on desktop as well as on mobile devices. The Reserve Bank also plans to introduce a dedicated Interactive Voice Response (IVR) System for tracking the status of complaints. I am sure, with time, the customer friendly nature of the CMS will be further enhanced. 4. As stated earlier, customer awareness is an enabling tool for strengthening customer protection.