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JAIIB PPB Unit 19 — Grievance Redressal and RBI Integrated Ombudsman Scheme 2021: Free MCQs with Explanations

By Swarnakshi Jha (ex-banker) · Updated 20 September 2026 · Paper 2 of the November 2026 cycle (22 November 2026)

This page is a free slice of our JAIIB PPB question bank for Unit 19 — Grievance Redressal and RBI Integrated Ombudsman Scheme 2021 (Module A — General Banking Operations). The Mock Centre holds 60 questions on this unit alone, every one with a why-right / why-wrong explanation; below are the facts examiners keep returning to, five of those questions to try, and the traps that cost marks.

PPB · Module A60 MCQs in the Mock Centre5 free belowPaper on 22 November 2026

Key facts examiners test from this unit

  1. Evolution: BOS 1995 (revised 2006) → NBFC Ombudsman 2018 → Digital Transactions Ombudsman 2019 → merged into RB-IOS on 12 Nov 2021 — 'One Nation One Ombudsman'; CMS portal 2019 (cms.rbi.org.in); ODR for failed digital transactions (Aug 2020).
  2. Internal ladder: branch (IBA-format complaint book, perforated copies) → 7 days to Regional/ Zonal office → PNO (GM+, at HO) → Internal Ombudsman/CCSO (first advised May 2015; IO Scheme 2018 for SCBs with >10 outlets; bank-escalated, not customer-approached).
  3. Coverage: all commercial banks + RRBs, scheduled UCBs, non-scheduled UCBs with ₹50 crore+ deposits, NBFCs, PSPs (CICs later); CRPC Chandigarh receives physical/email complaints; 22 Ombudsmen (3-year terms).
Law update, September 2026. Current law: RB-IOS 2026, effective 1 July 2026, cut the window to 90 DAYS — counted from the end of the bank's 30-day reply period or from its last reply. If the stem says 'currently', answer 90 days; if it names RB-IOS 2021 or the textbook, answer one year. RB-IOS 2026 (from 1 July 2026) keeps the same gate — complaint to the bank first, then the Ombudsman after 30 days of silence or an unsatisfactory reply — but the window to file is now 90 days, not one year. Current law: RB-IOS 2026 (from 1 July 2026) — 90 days from the end of the 30-day reply period or from the last reply. The 30-day wait for the bank's reply is unchanged.

5 free practice questions — tap an option

Five basic questions from this unit. Answers lock on the first tap, exactly as in the exam, and a short explanation opens underneath. The Mock Centre adds the moderate and tough questions, why every other option is wrong, the concept capsule and the exam tip — with your score and revision dates tracked.

Question 1 of 5
The (original) Banking Ombudsman Scheme was launched in:
Why (a): The original Banking Ombudsman Scheme was launched in 1995 under Section 35A of the BR Act — with the major revision coming in 2006.
Question 2 of 5
The RBI Integrated Ombudsman Scheme was launched in:
Why (a): The RBI Integrated Ombudsman Scheme (RB-IOS) was launched on 12 NOVEMBER 2021 — 'One Nation One Ombudsman'.
Question 3 of 5
The RB-IOS approach is:
Why (a): The RB-IOS approach is ONE NATION, ONE OMBUDSMAN — jurisdiction-neutral, so any Ombudsman office can handle any complaint.
Question 4 of 5
RB-IOS 2021 integrated:
Why (a): One scheme, one portal, deficiency-of-service based — replacing the grounds-list approach and territorial jurisdictions of the three legacy schemes.
Question 5 of 5
Unauthorised electronic transaction complaints follow RBI's EBT framework, under which the customer's liability is ZERO when:
Why (a): The 2017 limited-liability circular: zero liability for prompt reporting (≤3 working days) of third-party fraud; slabs apply for 4-7 days; bank negligence = zero always.
Law update, Sep 2026: From 1 January 2027: zero liability if a third-party breach is reported within 5 CALENDAR days (RBI directions of 24 June 2026); 2017 rules apply till then.
0 of 5 answered.

Traps in this unit

Confusable AConfusable BThe difference
19952006BOS launch vs major revision
May 20152018IO first advised vs IO Scheme codified
Practise all 60 questions on Unit 19. The free demo opens a slice of every subject with the same explanations; the PPB Online-only pass unlocks all 3,280 PPB questions, the full and module mocks, Smart Revision and the Readiness Score for one year (₹1,299). Not sure where you stand? Take the free 10-question test first.
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Independent study aid — not affiliated with, endorsed by, or sponsored by the Indian Institute of Banking & Finance (IIBF). Exam pattern, dates, fees and passing criteria are set by IIBF — always confirm the current rules at iibf.org.in. Regulatory figures verified as of September 2026; verify from official sources before relying on them in practice.