CIBIL Grievance, Redressal Process and Dispute Resolution

Classification of Grievances

Consumer interactions will be broadly classified as query, request, compliant, and feedback. Further classifications will be done based on the nature of the interaction.

• Query: A query is an interaction seeking information.
• Request: If the interaction is regarding the correction of a discrepancy in the CIBIL report, it is categorised as a request.
• Complaint/Grievance: If a customer is not satisfied with a response or the response time, he can communicate the issue to CIBIL. This is classified as a complaint/grievance.

Grievance Redressal Process

CIBIL follows a structured process to resolve disputes and ensure accurate credit information.

Step 1: Verify that the CIBIL report containing the error was generated within the last 60 days. Online disputes cannot be raised for older reports.

Step 2: Submit the dispute through an online or offline channel. The disputed information will be marked as "Under Dispute" in the credit profile.

Step 3: CIBIL forwards the dispute to the concerned bank or financial institution for verification. This review process generally takes up to 21 days.

Step 4: Once the lender responds, CIBIL updates the credit record. If the error is confirmed, the information is corrected; otherwise, the existing data remains unchanged.

Step 5: CIBIL notifies the applicant about the final outcome, usually within 9 days after receiving the lender's response.

CIBIL Timelines for Resolution

• Total Turnaround Time: CIBIL must completely resolve any complaint within a maximum of 30 calendar days from the date of receipt.
• Lender Window: The banks/financial institutions are given exactly 21 days to verify and respond to the dispute.
• CIBIL Update Window: CIBIL is allocated 9 days to process the bank's response and close the ticket.
• Failed Timeline Penalty: Per Reserve Bank of India (RBI) mandates, if a credit bureau or bank fails to resolve your credit report dispute within 30 calendar days, they are legally liable to pay a daily compensation of ₹100 to the complainant for every day the resolution is delayed.

How to Escalate Unresolved Complaints

If a complaint remains unresolved, it can be escalated through the following levels:

• Level 2 – Nodal Officer: Contact the Nodal Officer at nodalofficer@transunion.com.
• Level 3 – Principal Nodal Officer: If the issue persists, escalate it to pnooffice@transunion.com.
• Level 4 – Internal Ombudsman: Rejected or partially rejected complaints may be reviewed by CIBIL's Internal Ombudsman.
• Level 5 – RBI Ombudsman: If the grievance is not resolved within 30 days, a complaint can be filed through the RBI Integrated Ombudsman Scheme portal.

Final Word

CIBIL provides various channels for resolving grievances related to CIBIL report or CIBIL company Credit Information Report (CCR). Once you have raised a dispute CIBIL will contact the lender to confirm if the information in the credit report is correct or not and resolve it within a month.

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