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PPB Capsule Cards PRO Grievance Redressal &…
To handle disputes related to failed digital transactions quickly, what system has the RBI mandated Payment System Operators to implement?
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ODR for Failed Transactions
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 57
WA 57
PPB Capsule Cards PRO Grievance Redressal &…
When does a customer gain the right to approach the Banking Ombudsman regarding an unresolved complaint?
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Ombudsman Approach Timeline
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 53
WA 53
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If a customer complains about an unauthorized electronic banking transaction, within how many days must the bank resolve it to avoid paying penalty interest?
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Unauthorized Electronic Transactions
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 38
WA 38
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What is the core operational philosophy of the RBI Integrated Ombudsman Scheme (RB-IOS) launched in November 2021?
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RB-IOS 2021 One Nation One Ombudsman
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 38
WA 38
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To ensure undivided attention to customer complaints, RBI requires scheduled commercial banks (with 10+ branches) to appoint which independent official?
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Internal Ombudsman (CCSO)
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 37
WA 37
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PPB Capsule Cards PRO Grievance Redressal &…
Under the Integrated Ombudsman Scheme 2021, where are all complaints initially received and processed regardless of jurisdiction?
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Central Receipt and Processing Centre
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 37
WA 37
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Unlike older schemes that listed specific complaint types, what is the universal ground for filing a complaint under the RB-IOS 2021?
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Grounds for Ombudsman Complaint
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 37
WA 37
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Besides direct financial loss, how much compensation can the Banking Ombudsman award specifically for mental agony and harassment?
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Ombudsman Award for Mental Agony
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 37
WA 37
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After the Ombudsman passes an Award in favor of the customer, what is the time limit for the customer to submit their letter of acceptance?
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Acceptance of Ombudsman Award
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 37
WA 37
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Under the Ombudsman Scheme, who is the high-ranking bank official designated to represent the bank and coordinate with the RBI?
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Principal Nodal Officer (PNO)
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 36
WA 36
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If a customer suffers a financial loss due to a bank's deficiency in service, what is the maximum compensation the Ombudsman can award?
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Ombudsman Max Award for Direct Loss
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 36
WA 36
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If a customer complaint is not satisfied at the counter level, what is the immediate next step for grievance redressal within the branch?
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Escalation to Branch Manager
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 34
WA 34
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Once the customer submits the letter of acceptance for an Ombudsman Award, how long does the bank have to comply with the order?
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Bank Compliance with Award
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 31
WA 31
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If either the customer or the bank is aggrieved by the Ombudsman's Award, who acts as the Appellate Authority (AA)?
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Appellate Authority for Ombudsman
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 30
WA 30
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Can a bank freely appeal against any Award passed by the Banking Ombudsman if they disagree with the decision?
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Bank Appeal Restrictions
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 28
WA 28
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When an Ombudsman requests certified copies of documents from a bank to resolve a dispute, what happens if the bank fails to provide them?
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Ombudsman Call for Information
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 31
WA 31
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How does the RBI penalize banks that generate a disproportionately high number of maintainable complaints compared to their peers?
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Recovery of Cost of Redress
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 29
WA 29
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Which types of disputes are explicitly NOT maintainable under the RBI Integrated Ombudsman Scheme?
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Non-Maintainable Complaints
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 29
WA 29
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What is the primary objective and preferred method of the Ombudsman when resolving a dispute between a bank and a customer?
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Ombudsman Facilitation/Conciliation
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 29
WA 29
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Through what specific channels can a disgruntled bank customer file a complaint with the Central Receipt and Processing Centre (CRPC)?
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Complaint Registration Mediums
Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 29
WA 29
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Grievance Redressal & RBI Integrated Ombudsman Scheme 2021 — JAIIB PPB Capsules

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All 20 cards on this page
ODR for Failed Transactions To handle disputes related to failed digital transactions quickly, what system has the RBI mandated Paym… Ombudsman Approach Timeline When does a customer gain the right to approach the Banking Ombudsman regarding an unresolved complaint? Unauthorized Electronic Transactions If a customer complains about an unauthorized electronic banking transaction, within how many days must… RB-IOS 2021 One Nation One Ombudsman What is the core operational philosophy of the RBI Integrated Ombudsman Scheme (RB-IOS) launched in Nove… Internal Ombudsman (CCSO) To ensure undivided attention to customer complaints, RBI requires scheduled commercial banks (with 10+… Central Receipt and Processing Centre Under the Integrated Ombudsman Scheme 2021, where are all complaints initially received and processed re… Grounds for Ombudsman Complaint Unlike older schemes that listed specific complaint types, what is the universal ground for filing a com… Ombudsman Award for Mental Agony Besides direct financial loss, how much compensation can the Banking Ombudsman award specifically for me… Acceptance of Ombudsman Award After the Ombudsman passes an Award in favor of the customer, what is the time limit for the customer to… Principal Nodal Officer (PNO) Under the Ombudsman Scheme, who is the high-ranking bank official designated to represent the bank and c… Ombudsman Max Award for Direct Loss If a customer suffers a financial loss due to a bank's deficiency in service, what is the maximum compen… Escalation to Branch Manager If a customer complaint is not satisfied at the counter level, what is the immediate next step for griev… Bank Compliance with Award Once the customer submits the letter of acceptance for an Ombudsman Award, how long does the bank have t… Appellate Authority for Ombudsman If either the customer or the bank is aggrieved by the Ombudsman's Award, who acts as the Appellate Auth… Bank Appeal Restrictions Can a bank freely appeal against any Award passed by the Banking Ombudsman if they disagree with the dec… Ombudsman Call for Information When an Ombudsman requests certified copies of documents from a bank to resolve a dispute, what happens… Recovery of Cost of Redress How does the RBI penalize banks that generate a disproportionately high number of maintainable complaint… Non-Maintainable Complaints Which types of disputes are explicitly NOT maintainable under the RBI Integrated Ombudsman Scheme? Ombudsman Facilitation/Conciliation What is the primary objective and preferred method of the Ombudsman when resolving a dispute between a b… Complaint Registration Mediums Through what specific channels can a disgruntled bank customer file a complaint with the Central Receipt…
Chapters in this paper
Banker-Customer Relationship Principles of Lending, Different Types of Borrowers, and Types of Credit Facilities Essentials of Bank Computerisation Ethics, Business Ethics & Banking: An Integrated Perspective AML- KYC Guidelines Appraisal and Assessment of Credit Facilities Operational Aspects of CBS Environment Ethics at the Individual Level Operational Aspects of KYC Operational Aspects of Loan Accounts Alternate Delivery Channels – Digital Banking Ethical Dimensions: Employees Opening Accounts of Various Types of Customers Types of Collaterals and their Characteristics Data Communication Network and EFT Systems Work Ethics and the Workplace
Modules in PPB
MODULE A: General Banking Operations MODULE B: Functions of Banks MODULE C: Banking Technology MODULE D: Ethics in Banks and Financial Institutions
JAIIB papers
IE-IFS — Indian Economy & Indian Financial System PPB — Principles & Practices of Banking AFM — Accounting & Financial Management for Bankers RBWM — Retail Banking & Wealth Management
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