With the exponential growth of digital transactions and online banking, the risk of cybercrime targeting financial systems has also surged. To address such issues, the Reserve Bank of India (RBI) and affiliated authorities have effectively established robust mechanisms to tackle banking fraud and cybercrime. In this Blog we will dive deep in RBI Cyber Crime Complaint Online
Table of Contents
Understanding RBI Cyber Crime Complaint Online
The Reserve Bank of India, as the regulatory authority for banking operations in India, plays a pivotal role in ensuring that customers are protected from financial cybercrimes. While RBI itself does not directly resolve all complaints, it has set up systems like the Banking Ombudsman Scheme and guidelines for redressal through banks and cyber cells.
Common Cybercrimes in Banking
- Phishing Attacks: Fraudulent emails or messages designed to steal personal banking credentials.
- Unauthorized Transactions: Online frauds where money is siphoned from accounts without the account holder’s knowledge.
- Card Skimming: Theft of card data using devices attached to ATMs or POS machines.
- SIM Card Swapping: Hijacking mobile numbers to gain access to OTPs and confidential banking information.
To tackle such frauds, customers can contact their banks, cybercrime cells, and the Banking Ombudsman.
Steps to File an RBI Cybercrime Complaint Online
1. Notify Your Bank Immediately
Before escalating a complaint to RBI, inform your bank of the fraudulent activity. Banks like SBI have dedicated Cyber Cells, such as Cyber Cell SBI, to address such issues.
- Steps:
- Call the bank’s customer care immediately.
- Lodge an official complaint through the bank’s portal.
- Secure the acknowledgement number for tracking purposes.
2. File a Complaint at the Cybercrime Portal
India’s National Cyber Crime Reporting Portal (cybercrime.gov.in) enables victims to report cyber frauds, including financial crimes.
- Steps:
- Visit the portal and click on “Report Other Cyber Crimes.”
- Select the relevant category (financial fraud) and provide detailed information.
- Upload supporting documents such as bank statements and complaint numbers.
3. Reach Out to RBI Customer Care or File a Complaint Online
If your issue remains unresolved, you can escalate it to RBI.
- RBI Customer Care Number Delhi: +91-11-23711333.
- RBI Complaint Email ID: You can contact the RBI at crpc@rbi.org.in.
The Banking Ombudsman Scheme
The Banking Ombudsman Scheme is an RBI initiative to resolve customer grievances against banks. It serves as a quasi-judicial authority to address issues ranging from financial frauds to service deficiencies.
Steps to File an Ombudsman Complaint
- Visit the RBI Ombudsman Portal (cms.rbi.org.in).
- Register with your credentials.
- Fill out the form with details of the complaint, including references to unresolved complaints with the bank.
- Attach supporting documents and submit.
Banking Ombudsman in India: Key Locations
RBI has appointed Banking Ombudsmen across India. For example:
- Banking Ombudsman Kerala: Located in Kochi, this office serves customers in Kerala and the Lakshadweep region.
- Banking Ombudsman Delhi: Located at RBI’s regional office, handling complaints from Delhi NCR.
What is the Role of the Ombudsman in India?
The Ombudsman in India investigates customer complaints independently and ensures a fair resolution. Its authority covers all banks regulated by RBI, including public, private, and cooperative banks.
Eligible Complaints Include:
- Fraudulent or unauthorized transactions.
- Non-payment or excessive delays in fund transfers.
- Failure to adhere to RBI’s security guidelines.
Banking Lokpal Complaint: What You Should Know
The term Banking Lokpal is synonymous with the Banking Ombudsman. Customers can file a Banking Lokpal Complaint if their issue remains unresolved by the bank for more than 30 days.
Key Points:
- It is a free service; customers do not need to pay any fees.
- The complaint must be filed within one year of the occurrence of the incident.
How to Track Your Ombudsman Complaint?
After filing an Ombudsman Complaint, tracking it is easy:
- Visit the RBI CMS Portal (cms.rbi.org.in).
- Log in with your registered credentials.
- Use the acknowledgment number to check the status.
Additional Resources for Assistance
Cyber Cell SBI
The Cyber Cell SBI is a specialized unit of the State Bank of India that deals with cyber frauds involving SBI accounts.
- Contact Options:
- SBI Customer Care: 1800-425-3800.
- Cyber Complaint Email: report.phishing@sbi.co.in.
RBI Customer Care Number Delhi
- Contact RBI Delhi Office at +91-11-23711333 for assistance regarding unresolved complaints or guidance on filing Ombudsman complaints.
RBI Complaint Email ID
- For grievances, you can write to RBI at crpc@rbi.org.in.
Proactive Steps to Avoid Cybercrimes
- Use Secure Connections: Always use secure, private networks when conducting online banking.
- Verify SMS and Emails: Never share OTPs, PINs, or passwords with anyone claiming to be a bank representative.
- Enable Alerts: Activate SMS and email alerts for all transactions to monitor unauthorized activities.
- Update Contact Details: Keep your contact information updated with your bank to receive timely notifications.
What are RBI guidelines for UPI frauds in banks
The Reserve Bank of India (RBI) has issued several guidelines to protect consumers from UPI (Unified Payments Interface) fraud and ensure that banks and payment service providers take appropriate steps to address such incidents. Here are the key guidelines:
1. Zero Liability for Customers in Case of Fraud
- No Customer Liability:
If a fraudulent UPI transaction occurs due to negligence or fault by the bank or a third-party service provider, the customer has zero liability. - Report Within 3 Days:
If the fraud is reported within three days of the transaction, the customer will not bear any financial loss.
2. Limited Liability for Delayed Reporting
- If the fraud is reported between 4 to 7 days after the transaction, the customer’s liability is capped.
- The maximum liability is based on the type of account:
- Savings Account: Up to ₹10,000.
- Other Accounts (like Current or Credit Cards): Up to ₹25,000.
3. Timely Reporting and Resolution
- Customer Responsibility:
Victims of UPI fraud must notify their bank as soon as possible. - Bank Responsibility:
Banks must resolve the complaint and credit the amount back to the customer’s account within 10 working days for cases involving zero or limited liability.
4. Enhanced Customer Awareness
RBI mandates banks to:
- Educate users about common UPI fraud tactics, such as phishing, fake payment requests, and impersonation.
- Regularly send alerts and advisories via SMS, email, or app notifications.
5. 24/7 Customer Support
- Banks and payment providers must have a dedicated 24/7 helpline or complaint portal for fraud reporting.
- UPI users can also use the NPCI helpline through the UPI app for urgent issues.
6. Ombudsman for Banking Services
If a bank fails to resolve a fraud-related issue satisfactorily, customers can escalate it to:
- Banking Ombudsman Scheme:
File a complaint under the RBI Banking Ombudsman for grievances against banks. - Digital Ombudsman Scheme:
Use this for complaints specifically related to UPI and digital transactions.
7. Strengthened KYC Norms
- Banks and payment service providers must ensure robust Know Your Customer (KYC) compliance to reduce fraud risks.
- Enhanced security measures are in place, such as OTP authentication and device binding.
8. Fraud Monitoring Systems
- Banks must implement AI-driven monitoring systems to detect and block suspicious UPI transactions in real-time.
- Regular audits are mandated to improve fraud detection mechanisms.
Steps to Report a UPI Fraud
- Immediately inform your bank: Call their fraud helpline or visit a branch.
- Use the UPI app: Most UPI apps, like Google Pay or PhonePe, have an option to report unauthorized transactions.
- Contact NPCI: You can email upi.npci@npci.org.in.
- File a complaint with RBI:
- Visit the RBI Ombudsman portal at https://cms.rbi.org.in.
Customer Protection Tips
- Avoid sharing sensitive information like UPI PIN or OTP with anyone.
- Be cautious about fake payment requests from unknown numbers.
- Regularly monitor your transaction history.
If you’d like assistance drafting a UPI fraud complaint, feel free to ask Kanoon360
Case Studies: Successful Resolutions
Case 1: Phishing Fraud Resolved via Ombudsman Complaint
A customer in Kerala fell victim to a phishing scam and lost INR 50,000. Despite multiple follow-ups, the bank failed to reimburse the amount. The customer filed a Banking Ombudsman Kerala complaint and received a full refund within two months.
Case 2: Unauthorized Transaction Handled by Cyber Cell SBI
An SBI customer from Delhi reported unauthorized withdrawals from his account. The Cyber Cell SBI intervened and reversed the fraudulent transactions after a swift investigation.
FAQs
Q1. What should I do if I notice an unauthorized transaction?
Immediately report it to your bank’s customer care. If unresolved, escalate to RBI or file an Ombudsman complaint.
Q2. How can I contact RBI for complaints?
You can call RBI customer care number Delhi at +91-11-23711333 or email them at crpc@rbi.org.in.
Q3. What is the time limit for filing an Ombudsman Complaint?
You must file the complaint within one year of the incident.
Q4. How effective is the Banking Lokpal Complaint process?
The Banking Lokpal Complaint process is highly effective, as it ensures impartial resolutions for customer grievances.
RBI Statewise Complaint Number
1. RBI Ahmedabad (Gujarat)
Address:
Reserve Bank of India,
Near Gandhi Bridge,
Ashram Road,
Ahmedabad – 380009.
Phone: +91-79-26582357
Complaint Number: +91-79-26582355
Fax: +91-79-26583325
2. RBI Bengaluru (Karnataka)
Address:
Reserve Bank of India,
10/3/8, Nrupathunga Road,
Bengaluru – 560001.
Phone: +91-80-22180200
Complaint Number: +91-80-22180203
Fax: +91-80-22210173
3. RBI Bhopal (Madhya Pradesh)
Address:
Reserve Bank of India,
Hoshangabad Road,
P.B. No. 32,
Bhopal – 462011.
Phone: +91-755-2670275
Complaint Number: +91-755-2670353
Fax: +91-755-2670362
4. RBI Bhubaneswar (Odisha)
Address:
Reserve Bank of India,
Pt. Jawaharlal Nehru Marg,
Bhubaneswar – 751001.
Phone: +91-674-2390121
Complaint Number: +91-674-2390206
Fax: +91-674-2390875
5. RBI Chandigarh (Punjab and Haryana)
Address:
Reserve Bank of India,
Central Vista, Sector 17,
Chandigarh – 160017.
Phone: +91-172-2720200
Complaint Number: +91-172-2720212
Fax: +91-172-2721880
6. RBI Chennai (Tamil Nadu)
Address:
Reserve Bank of India,
Fort Glacis, Rajaji Salai,
Chennai – 600001.
Phone: +91-44-25395964
Complaint Number: +91-44-25399285
Fax: +91-44-25360774
7. RBI Guwahati (Assam)
Address:
Reserve Bank of India,
Station Road, Panbazar,
Guwahati – 781001.
Phone: +91-361-2540475
Complaint Number: +91-361-2540074
Fax: +91-361-2540445
8. RBI Hyderabad (Telangana)
Address:
Reserve Bank of India,
6-1-56, Secretariat Road,
Saifabad, Hyderabad – 500004.
Phone: +91-40-23232650
Complaint Number: +91-40-23242158
Fax: +91-40-23232855
9. RBI Jaipur (Rajasthan)
Address:
Reserve Bank of India,
Rambagh Circle, Tonk Road,
Jaipur – 302052.
Phone: +91-141-2577931
Complaint Number: +91-141-2577402
Fax: +91-141-2577343
10. RBI Jammu (Jammu & Kashmir)
Address:
Reserve Bank of India,
Rail Head Complex,
Jammu – 180012.
Phone: +91-191-2470133
Complaint Number: +91-191-2470582
Fax: +91-191-2470045
11. RBI Kanpur (Uttar Pradesh)
Address:
Reserve Bank of India,
Mahatma Gandhi Marg,
Kanpur – 208001.
Phone: +91-512-2360580
Complaint Number: +91-512-2360104
Fax: +91-512-2360058
12. RBI Kolkata (West Bengal)
Address:
Reserve Bank of India,
15, Netaji Subhas Road,
Kolkata – 700001.
Phone: +91-33-22304982
Complaint Number: +91-33-22300341
Fax: +91-33-22305899
13. RBI Lucknow (Uttar Pradesh)
Address:
Reserve Bank of India,
Vipin Khand, Gomti Nagar,
Lucknow – 226010.
Phone: +91-522-2235952
Complaint Number: +91-522-2237545
Fax: +91-522-2235755
14. RBI Mumbai (Maharashtra)
Address:
Reserve Bank of India,
Main Office Building,
Shahid Bhagat Singh Road, Fort,
Mumbai – 400001.
Phone: +91-22-22601000
Complaint Number: +91-22-22660500
Fax: +91-22-22610556
15. RBI Nagpur (Maharashtra)
Address:
Reserve Bank of India,
Dr. Ambedkar Road,
Civil Lines,
Nagpur – 440001.
Phone: +91-712-2540082
Complaint Number: +91-712-2541563
Fax: +91-712-2541573
16. RBI New Delhi (Delhi)
Address:
Reserve Bank of India,
6, Sansad Marg,
New Delhi – 110001.
Phone: +91-11-23711333
Complaint Number: +91-11-23710538
Fax: +91-11-23725218
17. RBI Patna (Bihar)
Address:
Reserve Bank of India,
South Gandhi Maidan,
Patna – 800001.
Phone: +91-612-2320081
Complaint Number: +91-612-2322475
Fax: +91-612-2320021
18. RBI Thiruvananthapuram (Kerala)
Address:
Reserve Bank of India,
Bakery Junction,
Thiruvananthapuram – 695033.
Phone: +91-471-2338818
Complaint Number: +91-471-2338640
Fax: +91-471-2324358
RBI Head Office Address:
Reserve Bank of India,
Main Office Building,
Shahid Bhagat Singh Road,
Fort, Mumbai – 400001.
Contact Details:
- Phone: +91-22-22601000
- Fax: +91-22-22610556
- Email: rbiservices@rbi.org.in
The RBI headquarters in Mumbai serves as the central hub for the bank’s operations, policymaking, and administration. If you have any official matters to address, this is the main office to contact.
Also Read: Top Tips for Resolving Banking Complaints Quickly
Also Read: How to File an Insurance Complaint: Your No.1 Guide
Also Read: Objectives of the Consumer Protection Act 2019
Also Read: Case Study on Consumer Protection Act with Solution
Also Read: Consumer Complaint Eligibility: Know Who Can File in Consumer Forum?
Conclusion
Protecting yourself from cybercrime requires awareness and prompt action. With robust systems like the Cyber Cell SBI, Banking Ombudsman Scheme, and accessible resources like the RBI customer care number Delhi and RBI complaint email ID, customers can confidently address financial cyber frauds. Always remember to act swiftly and utilize these resources to safeguard your financial interests.