On October 07, 2025, the Reserve Bank of India (RBI) invites public comments on the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025. This follows the release of the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025. RBI, via Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023 dated December 29, 2023, has institutionalized the Internal Ombudsman mechanism for independent review of customer complaints. A holistic review of existing instructions aims to further strengthen the functioning of the Internal Ombudsman. Comments from public/stakeholders are invited until October 28, 2025, through the 'Connect 2 Regulate' section on the RBI website or by email, or to the Chief General Manager, Consumer Education and Protection Department, Central Office, Reserve Bank of India, 1st Floor, Amar Building, Fort, Mumbai - 400 001. The Press Release number is 2025-2026/1257. (Brij Raj) Chief General Manager.
Key Entities Referenced
Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025: Draft directions released by RBI for public comment, regarding the Internal Ombudsman for Regulated Entities.
Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023: Existing directions that institutionalized the Internal Ombudsman mechanism.
Reserve Bank of India: The issuing regulatory body.
Connect 2 Regulate: Section on RBI's website for submitting feedback on the draft directions.
Mumbai: Location of the RBI central office.
प्रेस प्रकाशनी PRESS RELEASE
भारतीय ररज़र्व बैंक
RESERVE BANK OF INDIA
वेबसाइट
:
www.rbi.org.in/hindi
संचार वर्भाग, केंद्रीय कायाालय, शहीद भगत ससिंह मागा, फोटा, म िंबई - 400 001
Website : www.rbi.org.in Department of Communication, Central Office, Shahid Bhagat Singh Marg, Fort,
ई-मेल/email : helpdoc@rbi.org.in Mumbai - 400 001 फोन/Phone: 022 - 2266 0502
October 07, 2025
RBI invites public comments on the draft Master Direction - Reserve Bank of
India (Internal Ombudsman for Regulated Entities) Directions, 2025
The Reserve Bank has released today the draft Master Direction - Reserve Bank
of India (Internal Ombudsman for Regulated Entities) Directions, 2025.
2. The Reserve Bank, vide Master Direction - Reserve Bank of India (Internal
Ombudsman for Regulated Entities) Directions, 2023 dated December 29, 2023, has
institutionalized the Internal Ombudsman mechanism in various regulated entities
(REs) for independent review of customer complaints that are being rejected. A
holistic review of the existing instructions has been undertaken to further strengthen
the functioning of the Internal Ombudsman with a view to facilitating faster and
meaningful resolution of customer grievances at the level of the REs.
3. The comments on the draft Directions are invited from public/stakeholders till
October 28, 2025. The comments/ feedback may be submitted through the link
under the ‘Connect 2 Regulate’ Section available on the Reserve Bank’s website or
by email or may alternatively be forwarded to:
The Chief General Manager
Consumer Education and Protection Department, Central Office
Reserve Bank of India
1st Floor, Amar Building
Fort, Mumbai - 400 001
(Brij Raj)
Press Release: 2025-2026/1257 Chief General Manager