Quarterly Customer Grievance Data for Prepaid Instrument Issuers
Current · Source: Reserve Bank of India · RBI/2012-13/441 · issued 14 Mar 2013 · ~1 min read
Quick answerRBI mandates all prepaid payment instrument issuers to submit quarterly customer grievance data in prescribed Excel formats by the 10th of the month following each quarter, effective from March 2013.
The rule, in the simplest words
If your company gives out prepaid payment instruments (like gift cards or travel cards), you must send a report every 3 months (quarter) about customer complaints.
The report must be in a special Excel format that RBI (the bank regulator) tells you to use.
You must email the report to RBI before the 10th day of the month after the quarter ends (e.g., for Jan-Mar quarter, send by April 10).
If you don't follow these rules, RBI can take action under the Payment and Settlement Systems Act (a law about payment systems).
How it plays out — a real example
Rajesh, a compliance officer at a non-bank prepaid card company in Mumbai, sets a reminder every quarter to collect complaint data from his team. He opens the exact Excel format from RBI's circular, fills in the number of complaints received and resolved, and emails it to RBI before the 10th of the next month. This helps him avoid penalties and keeps his company in good standing with the regulator.
What changed
RBI introduced a new quarterly reporting requirement for all entities authorized to issue prepaid payment instruments. They must now submit data on customer grievances received and resolved using specific Excel formats. The deadline for submission is the 10th of the month following the end of each quarter.
What it means for you
This directive increases regulatory oversight on customer grievance handling for prepaid instrument issuers. Banks and non-bank entities must now systematically track and report grievance metrics, ensuring timely resolution and compliance. Non-adherence could invite scrutiny under the Payment and Settlement Systems Act, 2007.
What you must do
Set up a quarterly process to collect and compile customer grievance data in the prescribed Excel format.
Ensure the data reaches RBI via email before the 10th of the month following each quarter.
Verify strict adherence to the format provided in the circular to avoid rejection or non-compliance.
Train relevant teams on the new reporting requirement and update internal compliance calendars.
Who it affects
All entities authorized to issue prepaid payment instruments in India, Compliance and customer service teams of banks and non-bank prepaid issuers, RBI's Department of Payment and Settlement Systems
❓ Common questions
What is the deadline for submitting the quarterly grievance data?
The data must reach RBI before the 10th of the month following the end of each quarter.
What happens if we do not follow the prescribed format?
The circular emphasizes strict adherence to the format; deviations may lead to rejection or non-compliance issues.
Which legal provisions back this directive?
It is issued under Section 6 of the Payment and Settlement Systems Regulations, 2008 read with Section 12 of the Payment and Settlement Systems Act, 2007.
📜 Read the original circular — full text as issued by RBI
RBI/2012-13/441
DPSS.CO.OSD. No.1604 /06.06.005/2012- 13
March 14, 2013
To
All entities authorised to issue pre-paid payment instruments in India.
Dear Sir,
Collection of Information on Customer Grievances
All entities authorised for issuance of prepaid payment instruments in India are advised to submit the data related to customer grievances received and resolved, on a quarterly basis, in the attached excel formats. It may please be ensured that the format given is strictly adhered to while transmitting the data through email . It may please be ensured that the filled in information in the format need to reach us before 10th of the following month of a quarter.
2. These directions are issued under Section 6 of the Payment and Settlement Systems Regulations, 2008 read with Section 12 of the Payment and Settlement Systems Act, 2007.
Yours faithfully
Nilima Ramteke
(General Manager)
Reproduced for reference with acknowledgment — Source: Reserve Bank of India · RBI/2012-13/441 · issued 14 Mar 2013. The plain-English explanation above is BankPulse’s own independent summary.
Example: if you are a Compliance officer at a bank this circular applies to (All entities authorized to issue prepaid payment instruments in India, Compliance and customer service teams of banks and non-bank prepaid issuers, RBI's Department of Payment and Settlement Systems), your first concrete step on “Quarterly Customer Grievance Data for Prepaid Instrument Issuers” is: “Set up a quarterly process to collect and compile customer grievance data in the prescribed Excel format.” (RBI issued this 14 Mar 2013).
Circular: RBI/2012-13/441 -- Quarterly Customer Grievance Data for Prepaid Instrument Issuers
Issued: 14 Mar 2013
Action required: Set up a quarterly process to collect and compile customer grievance data in the prescribed Excel format.
Action required: Ensure the data reaches RBI via email before the 10th of the month following each quarter.
Action required: Verify strict adherence to the format provided in the circular to avoid rejection or non-compliance.
Action required: Train relevant teams on the new reporting requirement and update internal compliance calendars.
Owner: ____________ Target date: ____________
Board/committee approval needed? Y / N
Evidence filed in compliance register on: ____________
Built only from this circular’s own published fields — not legal advice; always confirm against the official RBI source.
💬 Banker Discussion
Discuss this circular with fellow bankers — reply, upvote what helps, report what doesn’t belong. Be professional; no client data. Views are the commenter’s own, not BankPulse’s.
BankPulse Compliance Evidence Pack — generated 03 Aug 2026 · status cross-checked against RBI’s official withdrawal register (refreshed weekly). Official RBI source: https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=7892&Mode=0 — Plain-English summary by BankPulse (bankpulse.ai), reviewed by our expert reviewer, CA Amit Jain. Independent platform, not affiliated with the Reserve Bank of India; is our own plain-English paraphrase, not RBI’s original wording.
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