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Ombudsmen: What you should know

Ombudsmen: What you should know

An ombudsman is an official appointed to investigate complaints against a service or an administrative authority.

An ombudsman is an official appointed to investigate complaints against a service or an administrative authority. Though they are usually appointed by governments, private companies can also have them. In India, the government has appointed ombudsmen to resolve grievances related to banking, insurance and income tax. A crucial consumer-friendly aspect of the scheme is that the verdicts are binding on banks, insurance companies and the tax department, but not on the complainant. If an individual is not satisfied with the verdict handed out by the ombudsman, he is free to approach other redressal forums.

ELIGIBILITY
You can’t approach an ombudsman directly. Your case will be considered only if you complained to the relevant authority and failed to get a response.

TIME BAR
The complaint should be made within a year of receiving a reply from the concerned authority. If there is no reply, it should be within 13 months of filing the first complaint.

FORMAT
Though there is a form to file a complaint, it can also be done on plain paper. One must state the relevant details of the case and send it to the ombudsman’s office.

E-COMPLAINTS
Grie vances can also be e-mailed to the ombudsman. However, the complainant will still have to visit the ombudsman’s office to sign a copy of the complaint.

PROCEEDINGS
Ombudsmen are not bound by legal rules of evidence and may follow procedures that they feel are fair and proper. Proceedings are summary in nature.

AWARDS
An ombudsman is required to pass a verdict within three months of receiving a complaint. Awards are binding on banks, insurance firms and the tax depar tment.

ACCEPTANCE
The complainant has to inform the ombudsman whether he is satisfied with the award within 15 days. If the acceptance is not conveyed within this period, the award lapses.

CONFIRMATION
The authority against whom the complaint was lodged has to inform the ombudsman within a month of the verdict about how it has complied with the award.

HOW, WHEN and WHERE you can contact ombudsmen
 
Banking
 
AREA OF JURISDICTION ADDRESS OF OMBUDSMAN’S OFFICE CONTACT NUMBERS
Gujarat, Dadra and Nagar Haveli, Daman and Diu c/o RBI, La Gajjar Chambers, Ashram Road, Ahmedabad - 380009 Tel: 079-26582357, 26586718
Fax: 079-26583325
Karnataka c/o RBI, 10/3/8, Nrupathunga Road, Bengaluru - 560001 Tel: 080-22210771, 22275629
Fax: 080-22244047
Madhya Pradesh and Chhattisgarh c/o RBI, Hoshangabad Road, Post Box No.32, Bhopal - 462011 Tel: 0755-2573772, 2573776
Fax: 0755-2573779
Orissa c/o RBI, Pt. Jawaharlal Nehru Marg, Bhubaneswar - 751001 Tel: 0674-2396207, 2396008
Fax: 0674-2393906
Himachal Pradesh, Punjab and Chandigarh c/o RBI, New Office Building, Sector-17, Central Vista, Chandigarh - 160017 Tel: 0172-2721109, 2721011
Fax: 0172-2721880
Tamil Nadu, Puducherry, Andaman & Nicobar Is. c/o RBI, Fort Glacis, Chennai - 600001 Tel: 044-25399170, 25395964
Fax: 044-25395488
Assam, Meghalaya, Manipur, Mizoram, Arunachal Pradesh, Nagaland and Tripura c/o RBI, Station Road, Pan Bazar, Guwahati - 781001 Tel: 0361-2542556, 2540445
Fax: 0361-2540445
Andhra Pradesh c/o RBI, 6-1-56, Secretariat Road, Saifabad, Hyderabad - 500004 Tel: 040-23210013, 23243970
Fax: 040-23210014
Rajasthan c/o RBI, Ram Bagh Circle, Tonk Road, Post Box No. 12, Jaipur - 302004 Tel: 0141-2570357, 2570392
Fax: 0141-2562220
Uttar Pradesh (excluding Ghaziabad), Uttaranchal c/o RBI, M.G. Road, Post Box No. 82 Kanpur - 208001 Tel: 0512-2361191, 2310593
Fax: 0512-2362553
West Bengal and Sikkim c/o RBI, 15, Netaji Subhas Road, Kolkata - 700001 Tel: 033-22306222, 22305580
Fax: 033-22305899
Maharashtra and Goa c/o RBI, Garment House, Ground Floor, Dr Annie Besant Road,Worli, Mumbai - 400018 Tel: 022-24924607, 24960893, 24933358 Fax: 022-24960912
Delhi, Haryana, J&K and Ghaziabad (Uttar Pradesh) c/o RBI, 2nd Floor, 6, Sansad Marg, New Delhi - 110001 Tel: 011-23725219, 23710882, 23725445 Fax: 011-23725218
Bihar and Jharkhand c/o RBI, South Gandhi Maidan, Patna - 800001 Tel: 0612-2322569, 2323734 Fax: 0612-2320407
Kerala and Lakshadweep c/o RBI, Bakery Junction, Thiruvananthapuram - 695033 Tel: 0471-2332723, 2329676
Fax: 0471-2321625
     
 
Insurance
 
AREA OF JURISDICTION ADDRESS OF OMBUDSMAN’S OFFICE CONTACT NUMBERS
Gujarat, Dadra & Nagar Haveli, Daman and Diu 2nd Floor, Ambica House, 5, Navyug Colony, Ashram Road, Ahmedabad – 380014 Tel: 079-27546840
Fax: 079-27546142
Madhya Pradesh and Chhattisgarh Janak Vihar Complex, 2nd Floor, 6, Malviya Nagar, Bhopal - 462003 Tel: 0755-2769201, 2769202 Fax: 0755-2769203
Orissa 62, Forest Park, Bhubaneswar – 751009 Tel: 0674-259646, 2596455
Fax: 0674-2596429
Punjab, Haryana, Himachal Pradesh, J&K, Chandigarh S.C.O. No 101, 102 & 103, 2nd Floor, Batra Building, Sector 17-D, Chandigarh – 160017 Tel: 0172-2772101, 2706196
Fax: 0172-2708274
Tamil Nadu, Puducherry, and Karaikal (Puducherry) Fatima Akhtar Court, 4th Floor, 453 (old 312) Anna Salai, Teynampet, Chennai - 600018 Tel: 044-24333678, 24333668, 24335284
Fax: 044-24333664
Delhi and Rajasthan 2/2 A, Universal Insurance Bldg, Asaf Ali Road, New Delhi - 110002 Tel: 011-23239633
Fax: 011-23230858
North-eastern states Aquarius, Bhaskar Nagar, R.G. Baruah Road, Guwahati - 781021 Tel: 0361-413525
Fax: 0361-2414051
Andhra Pradesh, Karnataka and Yanam 6-2-46, 1st Floor, Moin Court Lane, A.C.Guards, Lakdi-Ka-Pool, Hyderabad – 500004 Tel: 040-65504123, 23328709, 23325325
Fax: 040-23376599
Kerala, Lakshadweep and Mahe (Puducherry) 2nd Floor, CC 27/2603, Pulinat Building, M.G. Road, Ernakulam – 682015 Tel: 0484-2358734, 2358759 Fax: 0484-2359336
West Bengal, Jharkhand, Bihar, Sikkim, Andamans 3rd Floor, North British Bldg, 29, Netaji Subhas Road, Kolkata - 700001 Tel: 033-22212666, 22212669
Fax: 033-22212668
Uttar Pradesh and Uttaranchal Jeevan Bhawan, Phase 2, 6th Floor, Nawal Kishore Road, Hazratganj, Lucknow – 226001 Tel: 0522-2201188, 2231331, 2201269
Fax: 0522-2231310
Maharashtra and Goa Jeevan Seva Annexe, 3rd Floor, S.V. Road, Santacruz (W), Mumbai – 400054 Tel: 022-26106928
Fax: 022-26106052
     
 
Income Tax
 
AREA OF JURISDICTION ADDRESS OF OMBUDSMAN’S OFFICE CONTACT NUMBERS
Gujarat, Rajasthan, Dadra & Nagar Haveli, Daman & Diu Room No 105, 1st Floor, Nature View Building, Ashram Road, Ahmedabad - 380009 Tel: 079-26581459
Karnataka 4th Floor, ‘A’Wing, Kendriya Sadan, Koramangala, Bengaluru - 560034 Tel: 080-25538389
Fax: 080-25538390
Madhya Pradesh and Chhattisgarh E-7/511, Income Tax Guest House Bhopal - 462016 Tel: 0755-2467032
Fax: 0755-2467032
Punjab, Haryana, Himachal Pradesh, J&K, Chandigarh Central Revenue Building, Chandigarh - 166017 Tel. 0172-2701903
Fax: 0172-2701912
Tamil Nadu and Puducherry 3rd Floor, Prakash Presidium, 110, M.G. Road, Nungambakkam, Chennai - 600034 Tel: 044-28338309
Fax: 044-28213044
National Capital Territory Central Revenue Building, I.P. Estate, New Delhi - 110002 Tel: 011-23379925
Fax: 011-23378551
Andhra Pradesh Room No 819, Aayakar Bhavan, Basheer Bagh, Hyderabad - 4 Tel: 040-23425345
Fax: 040-23425345
Uttar Pradesh and Uttaranchal 2nd Floor, 110/25-26, 80 Feet Road, Kanpur Tel: 0512-2543013
Fax: 0512-6455923
Kerala and Lakshadweep 7th Floor, Kera Bhawan, SRV H.S. Road, Kochi - 682011 Tel: 0484-2378455
Fax: 0484-2377459
W. Bengal, Bihar, Orissa, NE, Jharkhand, Andamans Aayakar Bhavan, P-7, Chowringhee Square, Kolkata - 700069 Tel: 033-22136704
Fax: 033-22486103
Mumbai 115, Mittal Towers, B-Wing, Nariman Point, Mumbai - 400021 Tel: 022-22829930
Fax: 022-22829936
Maharashtra (excluding Mumbai) and Goa Room No. 12, Aaykar Bhawan, 12, Sadhu Vaswani Chowk, Pune - 411001 Tel: 020-26056238

Published on: Nov 04, 2009, 8:33 PM IST
Posted by: AtMigration, Nov 04, 2009, 8:33 PM IST