{"what_this_is":"The machine-readable twin of the BankPulse page for one RBI rulebook. Same points, same dates, same paragraph references as the page a person reads. RBI's own wording is not reproduced here: each point names the RBI paragraph, the character offset into the text BankPulse read and the sha256 of that text, so the claim can be checked against RBI's own document.","schema_version":1,"release_id":"d653cdb0a5","generated_at":"2026-09-15T00:33:59.117975+00:00","id":"md13272","title":"Reserve Bank of India (Small Finance Banks - Internal Ombudsman) Directions, 2026","document_kind":"Directions","page":"https://bankpulse.ai/rule/md13272","status":"In force","importance":{"code":"MR","label":"MUST READ","weight":"Must read","why":"Binding RBI Directions naming this institution class in the title","layer":"bankpulse_inference"},"applies_to":{"shown":"Small finance banks","class_code":"SFB","from":"the document's own title","layer":"bankpulse_inference"},"dates":{"prid":"md13272","mode":"four_dates_v1","published":{"label":"Published","value":"Jan 14, 2026","stated":true,"why":"The day RBI put this document out."},"effective":{"label":"Starts to apply","value":"","stated":false,"why":"Not stated separately in this document. Read the rule itself before you assume a start date."},"transition":{"label":"Time to get ready","value":"","stated":false,"why":"Cannot be worked out until the day it starts to apply is known."},"deadline":{"label":"Last date to act","value":"June 30, 2026","stated":true,"why":"The day by which the work this rule asks for must be finished."},"sources":{"published":"doc_date in data/highlights/md13272.json","effective":"none held","transition":"none held","deadline":"data/date_kinds.json kind=compliance_deadline"}},"rbi_source":{"url":"https://rbi.org.in/Scripts/BS_ViewMasDirections.aspx?id=13272","document_date":"Jan 14, 2026","read_by_bankpulse":"2026-08-21 16:27:37 UTC","text_sha256":"6fae0173fe8718d5a5f9b9321cf5a9cb39a2de6c709fe6714ca311468ab1852f","word_count":4015,"standing_last_checked":"Standing checked on RBI’s Master Directions index, 15 September 2026, 5:58 am IST."},"counts":{"points_shown":66,"points_naming_an_rbi_paragraph":66,"points_stored":66,"actions":0,"amendments":0},"points":[{"n":1,"claim":"md13272-7e0a3798","page_group":"Opening paragraphs","stored_section":"THE CORE IDEA","heading":"Why it exists","plain_english":"A complaint must be looked at again by a senior person before it is finally refused.","rbi_paragraph":"Opening paragraphs","rbi_char_offset":2264,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p1","layer":"bankpulse"},{"n":2,"claim":"md13272-06b718a8","page_group":"Opening paragraphs","stored_section":"THE CORE IDEA","heading":"What this book does","plain_english":"This book creates an internal ombudsman to review complaints that were refused.","rbi_paragraph":"Opening paragraphs","rbi_char_offset":2183,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p2","layer":"bankpulse"},{"n":1,"claim":"md13272-4e62329b","page_group":"Chapter I. Preliminary","stored_section":"KEY DATES","heading":"Start date","plain_english":"These rules took effect at once.","rbi_paragraph":"Para 1(2)","rbi_char_offset":2685,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p3","layer":"bankpulse"},{"n":2,"claim":"md13272-e5abf19c","page_group":"Chapter I. Preliminary","stored_section":"KEY DATES","heading":"Three clauses have a deadline","plain_english":"Three of the clauses had to be met by 30 June 2026.","rbi_paragraph":"Para 1(4)","rbi_char_offset":2782,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p4","layer":"bankpulse"},{"n":3,"claim":"md13272-a194c0dc","page_group":"Chapter I. Preliminary","stored_section":"WHO IT APPLIES TO","heading":"Who is covered","plain_english":"These rules bind a small finance bank with ten or more banking outlets in India.","rbi_paragraph":"Para 3(1)","rbi_char_offset":3304,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p5","layer":"bankpulse"},{"n":4,"claim":"md13272-2ed02d26","page_group":"Chapter I. Preliminary","stored_section":"WHAT CHANGES","heading":"Words from the Acts","plain_english":"Any other word takes its meaning from the Banking Regulation Act or the RBI Act.","rbi_paragraph":"Para 4(2)","rbi_char_offset":6078,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p6","layer":"bankpulse"},{"n":1,"claim":"md13272-eccfc725","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Seven years of experience","plain_english":"The ombudsman needs at least seven years in banking, regulation, payments or consumer protection.","rbi_paragraph":"Para 5(1)","rbi_char_offset":6895,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p7","layer":"bankpulse"},{"n":2,"claim":"md13272-acde01fd","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Age limit","plain_english":"The ombudsman must not pass 70 years of age before the term ends.","rbi_paragraph":"Para 5(3)","rbi_char_offset":7394,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p8","layer":"bankpulse"},{"n":3,"claim":"md13272-d2fc6dbf","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Five years for a deputy","plain_english":"A deputy needs at least five years of relevant working experience.","rbi_paragraph":"Para 6(1)","rbi_char_offset":8000,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p9","layer":"bankpulse"},{"n":4,"claim":"md13272-11a63dd4","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Never leave the seat empty","plain_english":"The post must never fall vacant. The deputy stands in when the ombudsman is away.","rbi_paragraph":"Para 8(2)","rbi_char_offset":9529,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p10","layer":"bankpulse"},{"n":5,"claim":"md13272-54553056","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"A stand-in for one month","plain_english":"If both are away, a serving officer of general manager rank may stand in for one month.","rbi_paragraph":"Para 8(3)","rbi_char_offset":9840,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p11","layer":"bankpulse"},{"n":6,"claim":"md13272-ef88cd76","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"The stand-in reports nowhere","plain_english":"That stand-in must not report to any business line while acting as ombudsman.","rbi_paragraph":"Para 8(3)","rbi_char_offset":9968,"weight":"MUST KNOW","role":"Compliance","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p12","layer":"bankpulse"},{"n":7,"claim":"md13272-91cbf8f2","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"KEY DATES","heading":"Three years at least","plain_english":"A term must be fixed and must not be shorter than three years.","rbi_paragraph":"Para 8(4)","rbi_char_offset":10155,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p13","layer":"bankpulse"},{"n":8,"claim":"md13272-95285c22","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"KEY DATES","heading":"Five years at most","plain_english":"Counting every extension, one person may not serve beyond five years.","rbi_paragraph":"Para 8(4)","rbi_char_offset":10308,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p14","layer":"bankpulse"},{"n":9,"claim":"md13272-e9f4b69a","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"No removal without the committee","plain_english":"The ombudsman may not be removed mid-term without the committee's approval.","rbi_paragraph":"Para 8(6)","rbi_char_offset":10645,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p15","layer":"bankpulse"},{"n":10,"claim":"md13272-81a8ee77","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Tell RBI within ten days","plain_english":"If the post falls vacant for any other reason, tell RBI within 10 working days.","rbi_paragraph":"Para 8(6)","rbi_char_offset":10932,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p16","layer":"bankpulse"},{"n":11,"claim":"md13272-5e0f377f","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"KEY DATES","heading":"Fill it within three months","plain_english":"A new ombudsman must be appointed within three months of the vacancy.","rbi_paragraph":"Para 8(6)","rbi_char_offset":11142,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p17","layer":"bankpulse"},{"n":12,"claim":"md13272-d7aed462","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"IMPACT","heading":"Pay may not be cut","plain_english":"Once the pay and benefits are set, they may not be worsened during the term.","rbi_paragraph":"Para 8(7)","rbi_char_offset":11665,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p18","layer":"bankpulse"},{"n":13,"claim":"md13272-06b9bc12","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Audit may not judge decisions","plain_english":"That audit must not judge whether the ombudsman decided a case rightly.","rbi_paragraph":"Para 11(2)","rbi_char_offset":13480,"weight":"MUST KNOW","role":"Audit","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p19","layer":"bankpulse"},{"n":14,"claim":"md13272-d16860c0","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"KEY DATES","heading":"Report every quarter","plain_english":"Reports go to the committee every quarter, and never less often than every six months.","rbi_paragraph":"Para 13","rbi_char_offset":15983,"weight":"MUST KNOW","role":"Compliance","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p20","layer":"bankpulse"},{"n":15,"claim":"md13272-ee558db9","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Leave the old post first","plain_english":"A serving officer must give up that post before taking charge as ombudsman.","rbi_paragraph":"Para 5(1)","rbi_char_offset":7178,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p21","layer":"bankpulse"},{"n":16,"claim":"md13272-919f46e5","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Rank of the deputy","plain_english":"A deputy ombudsman must rank with a deputy general manager.","rbi_paragraph":"Para 6(1)","rbi_char_offset":7761,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p22","layer":"bankpulse"},{"n":17,"claim":"md13272-d53cfee3","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"At least one ombudsman","plain_english":"Every covered entity must appoint at least one ombudsman.","rbi_paragraph":"Para 7(1)","rbi_char_offset":8708,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p23","layer":"bankpulse"},{"n":18,"claim":"md13272-b4219438","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Count them once a year","plain_english":"The committee must decide once a year how many ombudsmen are needed.","rbi_paragraph":"Para 7(2)","rbi_char_offset":8799,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p24","layer":"bankpulse"},{"n":19,"claim":"md13272-379a0cb6","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Spread the experience","plain_english":"Where more are appointed, their experience should differ and their work should be split.","rbi_paragraph":"Para 7(3)","rbi_char_offset":9208,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p25","layer":"bankpulse"},{"n":20,"claim":"md13272-9255232d","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Overlap the two","plain_english":"The outgoing and incoming ombudsman should overlap for a reasonable time.","rbi_paragraph":"Para 8(5)","rbi_char_offset":10515,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p26","layer":"bankpulse"},{"n":21,"claim":"md13272-017428c0","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Give the office staff","plain_english":"The entity must give the ombudsman's office as many officers and staff as it needs.","rbi_paragraph":"Para 10(1)","rbi_char_offset":12054,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p27","layer":"bankpulse"},{"n":22,"claim":"md13272-0a5e1a48","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Give it the systems","plain_english":"Office space and information technology support must be provided as well.","rbi_paragraph":"Para 10(2)","rbi_char_offset":12213,"weight":"DO IT","role":"Technology","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p28","layer":"bankpulse"},{"n":23,"claim":"md13272-b82d6073","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Place it at the top","plain_english":"The office should sit at the head office or the corporate office.","rbi_paragraph":"Para 10(3)","rbi_char_offset":12441,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p29","layer":"bankpulse"},{"n":24,"claim":"md13272-1aa203b8","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"An audit every year","plain_english":"Internal audit must check every year that these rules are being followed.","rbi_paragraph":"Para 11(1)","rbi_char_offset":12600,"weight":"DO IT","role":"Audit","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p30","layer":"bankpulse"},{"n":25,"claim":"md13272-8f516b00","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Study the pattern each quarter","plain_english":"Every quarter the office must study the pattern of all complaints received.","rbi_paragraph":"Para 12(4)","rbi_char_offset":14888,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p31","layer":"bankpulse"},{"n":26,"claim":"md13272-d44af2d9","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Fix the root cause","plain_english":"The ombudsman must suggest how to stop complaints of the same kind recurring.","rbi_paragraph":"Para 12(4)","rbi_char_offset":15147,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p32","layer":"bankpulse"},{"n":27,"claim":"md13272-96fc1cde","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Every overrule is reviewed","plain_english":"Every case that was overruled must be placed before the committee for review.","rbi_paragraph":"Para 13(1)","rbi_char_offset":16397,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p33","layer":"bankpulse"},{"n":28,"claim":"md13272-4f48afdd","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"The post is contractual","plain_english":"The ombudsman is appointed on contract, not as an employee.","rbi_paragraph":"Para 8(1)","rbi_char_offset":9447,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p34","layer":"bankpulse"},{"n":29,"claim":"md13272-c53f9648","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Two reporting lines","plain_english":"The ombudsman reports to the competent authority for administration and to the committee for work.","rbi_paragraph":"Para 9(1)","rbi_char_offset":11783,"weight":"BACKGROUND","role":"Compliance","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p35","layer":"bankpulse"},{"n":30,"claim":"md13272-d4a7be26","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"No direct complaints","plain_english":"The ombudsman does not take complaints from customers or from the public.","rbi_paragraph":"Para 12","rbi_char_offset":13708,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p36","layer":"bankpulse"},{"n":31,"claim":"md13272-efc3b02f","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHAT CHANGES","heading":"Only refused complaints","plain_english":"The office sees only complaints already examined and then refused or part settled.","rbi_paragraph":"Para 12","rbi_char_offset":13825,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p37","layer":"bankpulse"},{"n":32,"claim":"md13272-059a7993","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"IMPACT","heading":"Extra for time and trouble","plain_english":"More may be recommended for lost time, expenses, harassment and mental agony.","rbi_paragraph":"Para 12","rbi_char_offset":14677,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p38","layer":"bankpulse"},{"n":33,"claim":"md13272-6128718d","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"A seat at the committee","plain_english":"The ombudsman is a permanent invitee to the committee's meetings.","rbi_paragraph":"Para 13","rbi_char_offset":15695,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p39","layer":"bankpulse"},{"n":34,"claim":"md13272-d8464a58","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"IMPACT","heading":"Only one person may overrule","plain_english":"A decision of the ombudsman may be overruled only by the competent authority.","rbi_paragraph":"Para 13","rbi_char_offset":16224,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p40","layer":"bankpulse"},{"n":35,"claim":"md13272-9288eb53","page_group":"Chapter II. Office of the Internal Ombudsman","stored_section":"WHO SHOULD ACT","heading":"Show what RBI decided","plain_english":"Cases the RBI ombudsman decided for the customer go to the committee each quarter.","rbi_paragraph":"Para 13(1)","rbi_char_offset":16564,"weight":"BACKGROUND","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p41","layer":"bankpulse"},{"n":1,"claim":"md13272-5ad416ca","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"KEY DATES","heading":"Twenty days otherwise","plain_english":"In every other case the complaint must reach the office within 20 days.","rbi_paragraph":"Para 14(1)","rbi_char_offset":17828,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p42","layer":"bankpulse"},{"n":2,"claim":"md13272-9fef9071","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"KEY DATES","heading":"Thirty days to answer","plain_english":"The final decision must reach the customer within 30 days of the complaint.","rbi_paragraph":"Para 14(9)","rbi_char_offset":20724,"weight":"MUST KNOW","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":"A complaint reaches the credit information company on 1 September. The final decision must reach the customer within 30 days, which is by 1 October.","anchor":"https://bankpulse.ai/rule/md13272#p43","layer":"bankpulse"},{"n":3,"claim":"md13272-f853103b","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"Keep the name private","plain_english":"The ombudsman's contact details must not be published, because customers may not write directly.","rbi_paragraph":"Para 14(17)","rbi_char_offset":23213,"weight":"MUST KNOW","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p44","layer":"bankpulse"},{"n":4,"claim":"md13272-4fc966b6","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"An automatic system","plain_english":"A fully automatic complaint system must send every refused complaint to the office.","rbi_paragraph":"Para 14(1)","rbi_char_offset":17059,"weight":"DO IT","role":"Technology","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p45","layer":"bankpulse"},{"n":5,"claim":"md13272-74264cb6","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Write the procedure down","plain_english":"A standard operating procedure must set out how complaints and information move.","rbi_paragraph":"Para 14(3)","rbi_char_offset":18254,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p46","layer":"bankpulse"},{"n":6,"claim":"md13272-5d1a2204","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Write down the reason","plain_english":"The ombudsman must record a reasoned decision in every case.","rbi_paragraph":"Para 14(10)","rbi_char_offset":20873,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p47","layer":"bankpulse"},{"n":7,"claim":"md13272-432b397f","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Say it was reviewed","plain_english":"Where the refusal stands, the reply must say the ombudsman reviewed it.","rbi_paragraph":"Para 14(11)","rbi_char_offset":21032,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p48","layer":"bankpulse"},{"n":8,"claim":"md13272-f6afbfa7","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Point to RBI's ombudsman","plain_english":"A customer still refused must be told he may go to the RBI ombudsman.","rbi_paragraph":"Para 14(12)","rbi_char_offset":21257,"weight":"DO IT","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p49","layer":"bankpulse"},{"n":9,"claim":"md13272-d8ad530a","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Send the decision upward","plain_english":"When a case goes to the RBI ombudsman, the internal decision must go with it.","rbi_paragraph":"Para 14(13)","rbi_char_offset":21856,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p50","layer":"bankpulse"},{"n":10,"claim":"md13272-0560a743","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Teach the staff","plain_english":"The pattern of complaints must be used in staff training to make handling consistent.","rbi_paragraph":"Para 14(14)","rbi_char_offset":22186,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p51","layer":"bankpulse"},{"n":11,"claim":"md13272-30827a2c","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Compare with RBI's rulings","plain_english":"The committee must count the cases where RBI's ombudsman decided differently.","rbi_paragraph":"Para 14(15)","rbi_char_offset":22795,"weight":"DO IT","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p52","layer":"bankpulse"},{"n":12,"claim":"md13272-f2a5e7cd","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Tell the whole staff","plain_english":"The appointment and these rules must be told to every branch and office.","rbi_paragraph":"Para 14(16)","rbi_char_offset":22984,"weight":"DO IT","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p53","layer":"bankpulse"},{"n":13,"claim":"md13272-26dd75cd","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"Only three labels","plain_english":"A complaint may be marked only fully resolved, partly resolved or wholly rejected.","rbi_paragraph":"Para 14(2)","rbi_char_offset":17888,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p54","layer":"bankpulse"},{"n":14,"claim":"md13272-c623dd03","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"A senior look first","plain_english":"A refused or part settled complaint is reviewed at a fairly senior level first.","rbi_paragraph":"Para 14(4)","rbi_char_offset":18603,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p55","layer":"bankpulse"},{"n":15,"claim":"md13272-93ba77a5","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"What is left out","plain_english":"Fraud without customer harm, staff matters and court cases are outside these rules.","rbi_paragraph":"Para 14(5)","rbi_char_offset":18731,"weight":"BACKGROUND","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p56","layer":"bankpulse"},{"n":16,"claim":"md13272-f8697783","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHO SHOULD ACT","heading":"Send the doubtful ones anyway","plain_english":"Refused complaints under the first two headings still go to the ombudsman for a view.","rbi_paragraph":"Para 14(5)","rbi_char_offset":19630,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p57","layer":"bankpulse"},{"n":17,"claim":"md13272-f4bc0729","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"Decide on the records","plain_english":"The ombudsman decides from the entity's records and the customer's own papers.","rbi_paragraph":"Para 14(6)","rbi_char_offset":20076,"weight":"BACKGROUND","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p58","layer":"bankpulse"},{"n":18,"claim":"md13272-62cd3248","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"May ask for more","plain_english":"The ombudsman may meet staff and call for any further record that is needed.","rbi_paragraph":"Para 14(7)","rbi_char_offset":20305,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p59","layer":"bankpulse"},{"n":19,"claim":"md13272-9198d09d","page_group":"Chapter IV. Procedural Guidelines for Bank","stored_section":"WHAT CHANGES","heading":"May ask the customer","plain_english":"The ombudsman may seek written or spoken submissions from the customer.","rbi_paragraph":"Para 14(8)","rbi_char_offset":20529,"weight":"BACKGROUND","role":"Branch","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p60","layer":"bankpulse"},{"n":1,"claim":"md13272-156b7bc1","page_group":"Chapter V. Regulatory and Supervisory Oversight by the Reserve Bank","stored_section":"KEY DATES","heading":"A quarterly return","plain_english":"A report on the ombudsman's work goes to RBI every quarter, in RBI's own format.","rbi_paragraph":"Para 16(2)","rbi_char_offset":24757,"weight":"MUST KNOW","role":"Compliance","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p61","layer":"bankpulse"},{"n":2,"claim":"md13272-6d844ddd","page_group":"Chapter V. Regulatory and Supervisory Oversight by the Reserve Bank","stored_section":"WHAT CHANGES","heading":"Supervision covers this","plain_english":"RBI's supervision department reviews how these rules are being followed.","rbi_paragraph":"Para 15(1)","rbi_char_offset":23597,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p62","layer":"bankpulse"},{"n":3,"claim":"md13272-54635411","page_group":"Chapter V. Regulatory and Supervisory Oversight by the Reserve Bank","stored_section":"WHAT CHANGES","heading":"RBI may study refusals","plain_english":"RBI may review cases where the entity did not accept the ombudsman's decision.","rbi_paragraph":"Para 15(2)","rbi_char_offset":23762,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p63","layer":"bankpulse"},{"n":4,"claim":"md13272-5cbab9c8","page_group":"Chapter V. Regulatory and Supervisory Oversight by the Reserve Bank","stored_section":"KEY DATES","heading":"Due by the fifteenth","plain_english":"That report is due on or before the 15th day of the month after the quarter.","rbi_paragraph":"Para 16(2)","rbi_char_offset":25006,"weight":"BACKGROUND","role":"Compliance","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p64","layer":"bankpulse"},{"n":1,"claim":"md13272-3bb77c65","page_group":"Chapter VI. Repeal Provisions","stored_section":"WHAT IT REPLACES","heading":"Old scheme repealed","plain_english":"The Internal Ombudsman Directions of 2023 stand repealed by this book.","rbi_paragraph":"Para 17(1)","rbi_char_offset":25354,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p65","layer":"bankpulse"},{"n":2,"claim":"md13272-7ef102c8","page_group":"Chapter VI. Repeal Provisions","stored_section":"WHAT IT REPLACES","heading":"Earlier appointments stand","plain_english":"Appointments and actions taken under the old rules continue to hold good.","rbi_paragraph":"Para 17(2)","rbi_char_offset":25375,"weight":"BACKGROUND","role":"All staff","team":null,"products_covered":[],"products_excluded":[],"bankpulse_example":null,"anchor":"https://bankpulse.ai/rule/md13272#p66","layer":"bankpulse"}],"actions":[],"amendments":[],"layers":{"rbi_source":"Facts taken from RBI's own document.","bankpulse":"BankPulse's plain-English summary of RBI's document.","bankpulse_inference":"BankPulse's own inference, not stated by RBI."},"rbi_wording_not_included":"By design. BankPulse never republishes RBI's exact sentences. Use rbi_paragraph with rbi_source.url to read RBI's own words.","terms":"BankPulse's plain-English summaries are BankPulse's own work. The underlying regulation is the Reserve Bank of India's. Always check the RBI document named in rbi_source before acting."}