A Scheme for resolving customer grievances in relation to services provided by entities regulated by Reserve Bank of India in an expeditious and cost-effective manner under Section 35A of the Banking Regulation Act, 1949 (10 of 1949), Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934) and Section 18 of the Payment and Settlement Systems Act, 2007 (51 of 2007).

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S.2 Suspension of the Scheme.--

S.3 Definitions.--

S.4 Appointment and Tenure of Ombudsman and Deputy Ombudsman.--

S.5 Location of the Office of the Ombudsman.--

S.6 Establishment of a Centralised Receipt and Processing Centre.--

S.7 Staffing of the Offices of Ombudsman and Centralised Receipt and Processing Centre.--

S.8 Powers and Functions.--

S.9 Grounds of Complaint.--

S.10 Grounds for non-maintainability of a Complaint.--

S.11 Procedure for Filing a Complaint.--

S.12 Initial Scrutiny of Complaints.--

S.13 Power to Call for Information.--

S.14 Resolution of Complaints.--

S.15 Award by the Ombudsman.--

S.16 Rejection of a Complaint.--

S.17 Appeal before the Appellate Authority.--

S.18 Regulated Entity to Display Salient Features of the Scheme for Knowledge of the Public.--

S.19 Removal of Difficulties.--

S.20 Repeal of the Existing Schemes and Application to Pending Proceedings.--

S.1