Fisme has also flagged gaps in the existing grievance redressal architecture. Credit-related complaints from MSMEs fall outside the ambit of the RBI’s Ombudsman scheme, leaving borrowers with little recourse in cases of arbitrary interpretation of the central bank’s circulars, misuse of credit bureau reporting, sudden freezing of accounts, or imposition of prepayment and non-compliance charges.
Under its proposal, the unified regulator would be tasked with ensuring competition, customer orientation and innovation across banking, insurance, and fintech — sectors that the paper notes are increasingly converging, particularly with the use of artificial intelligence (AI). The regulator would also oversee a dedicated, information technology (IT)-based grievance redressal mechanism for commercial borrowers, developed with the participation of the Indian Banks’ Association and MSME bodies.