(1)A complaint on any one of the following grounds alleging deficiency in banking service may be filed with the Banking Ombudsman having the jurisdiction:(a)non-payment/inordinate delay in the payment or collection of cheques, drafts, bills etc.;(b)non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof;(c)non-issue of drafts to customers and others;(d)non-adherence to prescribed working hours by branches;(e)failure to honour guarantee/letter of credit commitments by banks;(f)claims in respect of unauthorised or fraudulent withdrawals from deposit accounts, or fraudulent encashment of a cheque or a bank draft etc.,(g)complaints pertaining to the operations in any savings, current or any other account maintained with a bank, such as delays, non-credit of proceeds to parties' accounts, non-payment of deposit or non-observance of the Reserve Bank directives, if any, applicable to rate of interest on deposits.(h)complaints from exporters in India such as delays in receipt of export proceeds, handling of export bills, collection of bills etc., provided the said complaints pertain to the bank's operations in India;(i)complaints from Non-Resident Indians having accounts in India in relation to their remittances from abroad, deposits and other bank-related matters.(j)Complaints pertaining to refusal to open deposit accounts without any valid reason for refusal and(k)Any other matter relating to the violation of the directives issued by the Reserve Bank in relation to banking service.(2)Complaints concerning loans and advances only in so far as they relate to the following may also be filed with the Banking Ombudsman having the jurisdiction.(a)non-observance of Reserve Bank Directives on interest rates;(b)delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;(c)non-acceptance of application for loans without furnishing valid reasons to the applicant; and(d)non-observance of any other directions or instructions of the Reserve Bank, as may be specified by the Reserve Bank for this purpose, from time to time.(3)The Banking Ombudsman may also deal with any such other matter as may be specified by the Reserve Bank from time to time in this behalf.
