THE NIBM ORGANIZED A SEMINAR ON “STRENGTHENING INTERNAL GRIEVANCE REDRESSAL SYSTEMS IN REGULATED ENTITIES” ON NOVEMBER 6–7, 2025, AT HOTEL MARINE PLAZA, MUMBAI.

The seminar began with an Inaugural Address by Shri Sanjay Kumar, RBI Ombudsman, Mumbai, on “The Emerging Regulatory Landscape and the Evolving Role of Internal Ombudsmen in Strengthening Trust and Accountability in the Banking Sector.” Internal Ombudsman and PNOs of over 20 banks participated in the program. Key sessions covered Jurisdiction, Powers and Duties of Internal Ombudsman, Solution-Oriented Approach to Complaint Management, and Root Cause Analysis of Complaints.

Panel discussions focused on Institutional Grievance Redressal Mechanisms, Resolution of Digital and Non-Digital Complaints, and Complaint Escalation Workflows.

Dr. Naveen Kumar K and Dr. Sarita Bhatnagar, from NIBM were the seminar directors. The seminar encouraged discussing policy perspectives, better stakeholder understanding, collaboration, and sharing best practices for effective institutional grievance redressal systems among the seminar participants.