[FREE EPDF] JAIIB PPB | Chapter 19 Module A Part 3 | INTEGRATED OMBUDSMAN SCHEME 2021

Ever wondered what happens when your complaint to the bank doesn’t get resolved? Or what to do if you feel the compensation awarded isn’t enough? 🤯

In today’s video, we’re diving into Part 3 of the Integrated Ombudsman Scheme – a crucial topic from Module A of Principles and Practices of Banking (PPB). This part focuses on appeal procedures, award compliance, non-maintainable complaints, and real-life RBI Ombudsman case studies.

Whether you’re preparing for JAIIB, bank promotion exams, or simply want to understand your rights as a customer, this video has something valuable for you.

✅ If you’re a banker, aspiring officer, or even a finance student, this session will help you answer tough case-study based MCQs in the exam.

🎥 So go ahead—watch the full video, drop your thoughts in the comments, and don’t forget to like and share it with your fellow bankers. Let’s make exam prep easy and effective together!

👉 Before we dive in, watch this video for a complete breakdown:

🕒 Timestamp-Based Breakdown

00:00 – Intro to Part 3 of Integrated Ombudsman Scheme

Now, it’s time to close the loop with the final section covering appeals, awards, and rejection grounds. This part often shows up in case-based questions.

00:38 – Award Acceptance & Compliance by Banks

• Ombudsman awards must be accepted by the complainant within 30 days.
• Banks must implement the award within 30 days of acceptance.
• If not accepted on time – award lapses.

Max award: ₹20 lakh
Mental distress compensation: ₹1 lakh

02:59 – CRPC Screening & Validity of Complaints

• CRPC = Central Receipt and Processing Centre
• Types of complaints:
  • Valid (Maintainable)
  • Invalid
  • Out of jurisdiction

04:03 – Appeal Process & Appellate Authority

• Either party can appeal to RBI’s Executive Director
• Appeal must be filed within 30 days
• Extension possible if delay is justified
• Banks cannot appeal if documents weren’t submitted on time

06:21 – Grounds to Appeal (Customer Side)

• Unfair rejection or poor investigation
• Insufficient compensation
• Unjustified rejection of complaint

08:02 – Powers of the Appellate Authority

• Can dismiss appeal or modify/cancel the award
• May refer the case back to ombudsman
• Can pass a fresh or alternate order

09:17 – When a Complaint is NOT Maintainable

• Loan not sanctioned
• Disputes with vendors
• Complaint not first made to the bank
• Legal proceedings pending
• Staff management issues
• Unregulated services under RBI

11:51 – Valid Timeframe to File a Complaint

• Wait 30 days after complaining to bank
• File within 12 months of response or lapse of 30 days
• Cannot be under litigation elsewhere
• Advocates cannot file, third parties (with auth) can

16:01 – Complaint Rejection Grounds

• Complaint only for advice, not a grievance
• No deficiency in service
• Claim exceeds ₹20 lakh
• No financial loss
• Complainant does not follow up

17:43 – Powers & Responsibilities of Ombudsman

• Investigate and request documents
• Issue award of ₹20 lakh + ₹1 lakh for distress
• Submit annual report to RBI
• Can reject or resolve complaints through mediation

19:19 – Bank Responsibilities under the Scheme

• Appoint Principal Nodal Officer (PNO) at GM level
• Display info on branches, ATMs, websites
• Provide customer procedure booklets
• Respond to ombudsman within 15 days

[FREE EPDF] INTEGRATED OMBUDSMAN SCHEME 2021 | PPB chapter 19 Module A Part 2

20:24 – Real-Life Case Studies

Case 1: Delay in Credit of Retirement Benefit

Cheque delayed → FD + 2% interest + ₹10,000 compensation awarded

Case 2: Lost Title Deeds Post Loan Repayment

Documents lost → ₹25,000 compensation + public notice costs covered by bank

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Conclusion

So there you have it – everything about the Integrated Ombudsman Scheme Part 3, from filing an appeal, understanding award compliance, to knowing when a complaint might be rejected.

This knowledge helps you become a more aware banker and customer advocate. Perfect for JAIIB and real-world banking scenarios!

📣 Don’t forget to drop your questions in the comments, like the video if it helped you, and subscribe for more exam-focused content!

✅ Stay consistent. Keep learning. Crack JAIIB with confidence!