Customer Protection sits at the heart of the RBI AA Framework given the asymmetric power between customer and ecosystem participants. (1) Internal Grievance Redressal: appointed Internal Grievance Redressal Officer (IGRO) for AA + 24x7 customer support + multilingual + accessible channels (in-app + portal + email + toll-free + SMS) + standardised intake + acknowledgement within 24 hours + resolution within 30 days per RBI guidance + escalation matrix + senior management oversight + customer protection committee at Board level. (2) Categories of Complaints: consent misuse + data accuracy + revocation not honoured + customer dashboard issues + customer authentication issues + cross-AA portability disputes + FIP issues + FIU misuse of data + technical errors + fee disputes. (3) Fee Transparency: zero-fee customer interaction principle (customer never pays AA directly) + bilateral fee arrangements between AA + FIPs/FIUs disclosed + transparent fee schedule on AA portal + audited fee structure + no hidden fees + RBI fee regulation. (4) RBI Integrated Ombudsman Scheme: customer can escalate to RBI Banking Ombudsman/Ombudsman for NBFCs via cms.rbi.org.in if not satisfied with internal resolution within 30 days + Ombudsman jurisdiction over AAs + binding decisions + monetary compensation up to INR 20 lakh + customer follow-up by RBI. (5) Sahamati Dispute Resolution: industry-level dispute resolution through Sahamati for cross-entity disputes + alternative dispute resolution + arbitration. (6) Customer Awareness: financial literacy + AA awareness materials + Sahamati Customer Education portal + RBI Financial Literacy Week participation + multilingual customer onboarding + Q&A + how-to videos. (7) Data Subject Rights per DPDP Act 2023: Right to Access + Right to Correction + Right to Erasure + Right to Grievance Redressal + Right to Nominate + Right to Withdraw Consent. (8) Vulnerable Customer Support: special procedures for elderly + persons with disabilities + low-literacy customers + assisted modes + branch-led + agent-assisted modes. (9) Anti-Mis-Selling Protection: AA cannot solicit business or mis-sell financial products + neutral data conduit role + Sahamati Code of Conduct enforcement. Coordinates with RBI Integrated Ombudsman Scheme 2021 + RBI Customer Service Guidelines + DPDP Act 2023 Sec 11 + 12 + 13 + Sahamati Customer Protection + Consumer Protection Act 2019 + Insolvency and Bankruptcy Code (where applicable to debt-related FIU use). RBI AA Customer Protection + Grievance applies.
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