Consumer education and protection is an integral component of Reserve Bank of India (RBI)’s full-service central banking functions.

Customer protection, one of the developmental roles of RBI, is undertaken through Consumer Education and Protection Department (CEPD). RBI offers Alternate Grievance Redress (AGR) mechanism to the customers of its Regulated Entities (REs) primarily through its Offices of RBI Ombudsman (ORBIOs) which function under the scope of Reserve Bank – Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021).

The Reserve Bank – Integrated Ombudsman Scheme (RB-IOS) along with the CRPC and Contact Center was launched on November 12, 2021 by the Hon’ble Prime Minister of India.

Consumer education is imparted through financial awareness campaigns such as awareness programmes/town hall meetings, through pamphlets, brochures, hoardings, television, radio and newspaper advertisements, etc. It is done, interalia, to ensure that the customers do not fall prey to financial frauds, vishing, phishing, identity thefts and other scams and adopt safe banking practices to mitigate the risks.

RBI has set up a Customer Protection Hub at the venue of the G-20 meetings in Gandhinagar from July 14-18, 2023 wherein dignitaries are offered a glimpse of RBI’s various customer centric initiatives, evolution of the Ombudsman Scheme, glimpse of the state-of-the-art web-based integrated Complaint Management System (CMS) application, salient features of the RB-IOS, 2021, safe banking practices and awareness initiatives by the Central Bank.  The Hub is set up at Stall No.10 and 15 in Exhibition Hall No.3, Mahatma Mandir Convention Centre, Gandhinagar.

Some photos of the kiosk are appended below:

 

RBI Governor Shri Shaktikanta Das visiting RBI Customer Protection Hub

RBI Deputy Governor Shri Michael Patra visiting RBI Customer Protection Hub

 

RBI Customer Protection Hub

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