Nepal Rastra Bank (NRB) has launched an online system to collect complaints from the stakeholders. Now, complaints can be made directly through the online system in case of any problem or grievance with the banks and financial institutions.

The central bank has launched a complaint registration website 'gunaso.nrb. org.np' for collection of complaints.

According to the NRB, the online system has been started to ensure customers' rights to banking activities and financial transaction via fair, credible and transparent manner.

Customers can register their complaints against any BFI via the website. Thereafter, the complainant will receive the registration information and registration number via e-mail. With the registration number, the customer will be able to track the status of their complaint.

Based on the registered complaint, the NRB will investigate the matter and take action against the BFIs if deemed necessary.

"In order to provide financial intermediate services, the licensed financial service providers of NRB are subject to the prevailing laws and instructions, circulars, information issued by this bank to ensure fair, reliable and transparent financial intermediate services to all types of clients," reads the notice.

According to NRB, the main objectives of this system is to minimise lack of cooperation, delay, negligence, bias, irresponsibility, misinformation and opaque transactions from financial service providers.

The NRB has also stated that the BFIs will encourage financial customers to provide or receive fair and equitable financial intermediate services by fulfilling the minimum criteria for the services they provide. It is to reduce the discrimination and loss to the financial customers from the BFIs in terms of deposit collection, loan flow, loan recovery and other financial intermediary service flow contrary to the policy directives.

"In order to increase public trust and access to financial intermediate services, to maintain relationship between BFIs and customers, the system has been introduced," added the NRB.

A version of this article appears in the print on April 23, 2021, of The Himalayan Times.