Strengthening Customer Grievance Redress: The Role of the Internal Ombudsman - Keynote address by Shri Swaminathan J, Deputy Governor at the Internal ...
Prepaid payment instrument programme adds mobility and gift card capabilities with digital servicing subject to applicable programme conditions. Prepaid payment instrument programme launched for Indian Overseas Bank through CARD91's technology stack, incorporating RuPay National Common Mobility Card and Gift Card capabilities. The programme was implemented following requisite approvals, testing and compliance validation. The RuPay NCMC facility supports prepaid, tap-based payments for metro, bus and parking transactions, subject to the bank's programme conditions and user eligibility. Digital card servicing may include balance enquiry, transaction history, reload or top-up functions, and customer support, subject to applicable programme terms.
Free trade agreements and e-commerce export reforms expand preferential market access, address non-tariff barriers, and support small exporters. Export market diversification is advanced through trade agreements, export-promotion measures and capacity building. Free Trade Agreements seek preferential market access, increased trade and investment, and support for labour-intensive exports, while technical barriers to trade provisions and engagement mechanisms address standards, regulatory requirements and non-tariff barriers. Cross-border e-commerce exports are supported through trade-finance and compliance assistance, E-Commerce Export Hubs, District Export Hubs, simplified courier-export procedures, reverse-logistics facilitation, logistics planning, duty-and-tax remission, and MSME export facilitation.
Production Linked Incentive Schemes strengthen domestic manufacturing through investment support, export growth, employment generation, monitoring and eligibility reforms. Production Linked Incentive Schemes for 14 sectors promote domestic manufacturing, investment, exports, employment and global competitiveness. Overall coordination and monitoring rests with the Department for Promotion of Industry and Internal Trade, while sector-specific implementation is undertaken by the relevant ministries and departments. Implementation is periodically reviewed, with scheme modifications, rationalised guidelines, relaxation of specified eligibility conditions, project monitoring, stakeholder consultation and inter-ministerial issue resolution used to improve uptake and strengthen domestic manufacturing ecosystems.
Separate corporate insolvency processes remain contested over foreign asset treatment, specialised resolution needs, and creditors' commercial decision-making. Separate corporate insolvency resolution processes for VIL and VOVL are disputed following reversal of an earlier consolidation direction. Independent processes were preferred because the entities operate in distinct sectors and may require specialised resolution, while creditors' choice was treated as commercial wisdom not ordinarily open to tribunal interference. The dispute also concerns whether foreign oil and gas assets should be treated as VIL assets, against the background of VIL's conversion from co-obligor to corporate guarantor to ring-fence those assets from domestic business liabilities.
Drone technology collaboration promotes joint manufacturing, technology transfer, rural entrepreneurship and global market access through an integrated industrial ecosystem. India-Russia industrial collaboration in drone technology is proposed through engagement on technology transfer, joint manufacturing, research collaboration, investment, exports and global market access. Drone City is presented as an integrated ecosystem covering manufacturing, research and development, testing, certification support, skill development, incubation, warehousing, startup acceleration and international technology partnerships. Its expansion and panchayat-level entrepreneurship programme are expected to create rural drone enterprises and employment in manufacturing, component production, quality control, maintenance, logistics and technical support.
WTO trade policy review will assess India's trade measures, transparency framework, reforms, and responses to member questions. India's eighth Trade Policy Review under the World Trade Organization framework examines its trade policies and developments during the 2021-2025 review period. The process uses a Government Report and a Secretariat Report and provides a comprehensive peer examination of border and behind-the-border trade measures to promote transparency, predictability and understanding. The review addresses trade agreements, Goods and Services Tax rationalisation, digital trade-facilitation measures, and Member questions on digitisation, MSMEs, women's economic participation, Viksit Bharat and the Atmanirbhar Bharat Abhiyan.
Fisheries subsidy disciplines promote sustainable marine resource use while excluding aquaculture and inland fisheries from their scope. The WTO Agreement on Fisheries Subsidies disciplines subsidies concerning marine wild-capture fishing and fishing-related activities at sea. It prohibits subsidies linked to illegal, unreported and unregulated fishing and fishing of overfished stocks, promoting conservation and sustainable use of marine resources. Aquaculture and inland fisheries remain outside its scope. India's fisheries management framework is identified as supporting implementation while preserving policy space and safeguarding the interests of traditional and small-scale fishers.
Revised Index of Core Industries adopts a new base year, adds iron ore, and revises sector measurement methodology. The revised Index of Core Industries series adopts 2022-23 as its base year, replaces the former series and expands coverage to nine industries by including iron ore. Steel is measured using gross production data, while only raw coal is retained to avoid double counting. Weights are derived from the corresponding Index of Industrial Production series and normalised to 100. A geometric-mean linking methodology connects the former and revised series. June 2026 provisional estimates show overall year-on-year ICI growth, led principally by iron ore and electricity.
Risk-based export controls exposed alleged pharmaceutical diversion, prompting NDPS enforcement against transnational illicit opioid trafficking networks. Risk-based export controls and intelligence-led enforcement under the NDPS Act, 1985 addressed an alleged attempt to divert an export consignment of high-strength Tramadol Hydrochloride tablets into illicit international channels. Enquiries with the International Narcotics Control Board and competent authorities indicated that the declared destination had been misrepresented. The action involved seizure of the consignment and arrests of persons alleged to be connected with the export arrangement and conspiracy. The operation emphasises risk-based profiling, export-control scrutiny, intelligence sharing, and international coordination against pharmaceutical diversion and transnational drug trafficking.
Trade tariffs on Canadian goods target alleged discrimination against American automobiles, alcohol and dairy products under trade law. United States trade action imposes tariffs on most Canadian goods, citing alleged discriminatory treatment of American automobiles, alcoholic beverages and dairy products. The measures apply to goods previously protected under the United States-Mexico-Canada Agreement, subject to exclusions for energy products, potash, fish and critical minerals. The stated grounds include Canadian retaliatory tariffs, restrictions on American alcohol sales, treatment of dairy imports, and tariffs on certain United States motor vehicles outside preferential trade treatment.
Foreign exchange market movement saw rupee depreciation amid geopolitical risk, higher crude prices, stronger dollar conditions and equity outflows. Foreign exchange market movement saw the rupee depreciate by 6 paise to close at 96.36 against the US dollar, amid global risk aversion, higher crude oil prices, escalating US-Iran tensions and rising US Treasury yields. Market commentary indicated that anticipated Reserve Bank of India intervention could limit further downside. The report also noted a stronger dollar index, domestic equity-market declines, foreign institutional equity outflows, and an increase in India's foreign exchange reserves.
Concessional foreign-exchange swaps incentivise fresh FCNR(B) deposits and foreign borrowings to strengthen balance-of-payments liquidity. The concessional foreign-exchange swap facility incentivises fresh FCNR(B) deposits, overseas foreign-currency borrowings and external commercial borrowings to strengthen the balance of payments and support foreign-exchange liquidity. Its availability is time-limited, with FCNR(B) deposits eligible until September 2026 and OFCB and ECB inflows eligible until December 2026. Reported inflows were primarily mobilised through FCNR(B) deposits.
Geographical indication recognition protects traditional product identity while supporting rural entrepreneurship, quality maintenance, digital access and artisan market opportunities. Geographical Indication recognition is being pursued for additional traditional products from Jharkhand to protect product identity and expand protected regional products. GI recognition supports cultural heritage, rural entrepreneurship and market access for artisans and primary producers. Post-registration measures emphasise product-quality maintenance and digital e-commerce access, alongside skill development, marketing initiatives, rural haats and support for non-farm sectors.
Banking sector earnings concerns and geopolitical tensions pressured benchmark equities, while broader markets and selected defensive sectors gained. Indian benchmark equity indices declined following heavy selling in major private-sector banking shares amid concerns over weaker net interest margins and quarterly earnings. Banking and financial sector indices were the principal laggards. Renewed United States-Iran tensions, crude-oil concerns, global market weakness and reported foreign institutional investor equity sales added to investor caution. Broader domestic market indices nevertheless closed higher, with selected defensive and infrastructure-linked sectors recording gains.
Internal Ombudsman independence strengthens fair customer grievance resolution, prevents escalation, and drives institutional learning from recurring complaint patterns. Internal Ombudsmen should independently review qualifying customer grievances to ensure fair, reasonable and timely internal resolution rather than mechanically affirming earlier decisions. Regulated entities should prevent eligible complaints from bypassing Internal Ombudsman review and should assess redress by the quality, transparency and fairness of outcomes, not merely complaint closure. Complaint patterns should be used for root cause analysis and institutional improvements, with Boards and senior management empowering Internal Ombudsmen and treating complaint trends as early-warning information. Technology may support analytics and faster processes but cannot replace judgment, empathy and impartiality.
UPI security framework mandates advanced controls, alongside risk-based limits and authentication safeguards to strengthen payment ecosystem resilience. Unified Payments Interface is an NPCI-operated payment system authorised under the Payment and Settlement Systems Act, 2007. Cross-border UPI arrangements facilitate person-to-person remittances and person-to-merchant payments through partner institutions in multiple countries. Security measures include risk-based transaction limits, safeguards against unauthorised mobile-number changes and misuse of SMS-based authentication, and enhanced application-security requirements. The Comprehensive UPI Information Security Framework 2025 and Mobile Application Security Framework mandate advanced controls to strengthen UPI ecosystem safety and resilience.
Fintech consumer protection strengthens payment security, data safeguards, innovation testing, fraud monitoring, cybercrime reporting, and public awareness mechanisms. Fintech regulation and consumer protection are being strengthened through self-regulatory standards, digital payment security controls, personal-data safeguards, regulatory sandbox testing, and cyber-fraud reporting mechanisms. The FinTech self-regulatory organisation framework promotes ethical conduct, market integrity, dispute resolution, transparency, and accountability. Banks must maintain minimum security controls for payment channels, supported by AI and machine-learning fraud monitoring for UPI transactions. Citizens may report cyber incidents and illegal loan apps through designated reporting channels, alongside awareness initiatives on fraud prevention and risk mitigation.
Homebuyer order enforcement requires developer to deposit recoverable dues with interest, with imprisonment warned for continued non-compliance. Final homebuyer compensation and possession-related directions were enforced by requiring the developer and its officials to deposit the entire recoverable amount with annual interest in the court registry within one week. Existing asset freezes were to continue, and continued non-compliance could lead to imprisonment. The purchasers had obtained final regulatory compensation directions, but execution proceedings, notices and warrants had not resulted in payment or possession. Third-party rights and transfer of possession were restrained pending compliance.
Foreign-exchange market pressure weakened the rupee as crude prices, geopolitical risk and dollar strength increased, with intervention offering support. Foreign-exchange market movement saw the rupee depreciate against the US dollar amid global risk aversion, higher crude oil prices, geopolitical tensions, and rising US Treasury yields. Reserve Bank of India intervention was identified as a potential support mechanism capable of limiting downside pressure. Higher dollar-index levels, domestic equity-market movements, foreign institutional equity outflows, and an increase in India's foreign-exchange reserves were also noted as relevant market conditions.
Parental consent in APAAR enrolment requires a genuine opt-out option and compliance with personal data protection safeguards. APAAR consent procedures were questioned because a scheme described as voluntary may effectively require Aadhaar enrolment and condition educational access on an academic identifier. The Orissa High Court direction required the model consent form to give parents an express option to refuse consent or opt out before enrolment. Concerns included informed parental consent, withdrawal of consent, long-term storage of children's educational records and privacy protections. Educational circulars remain subject to the Digital Personal Data Protection Act, and any data-processing framework must comply with applicable consent requirements.
The Prime Minister, Dr. Manmohan Singh, participated in the inaugural ceremony of India Corporate Week 2010 and released Investors' Education Website in Hindi and Eleven Regional Languages. Following is the text of the Prime Minister's address:
"It gives me immense pleasure to participate in the inaugural function of India Corporate Week 2010. This is a commendable effort which brings together the government, the corporate sector and professionals to deliberate upon issues of great importance.
The first India Corporate Week was celebrated last December on the theme "Corporate Sector and Inclusive Growth". I note with satisfaction that the Ministry of Corporate Affairs has taken many important initiatives in the year that has since gone by. A particularly significant initiative addresses the critical aspect of investor awareness through over 3200 investor education programmes. I compliment my colleague, Shri Salman Khurshid, the Minister of Corporate Affairs and his team for these efforts.
The theme of this year's India Corporate Week is "Sustainable Business". I am told that as part of its celebrations, over 400 programmes are planned across the country, highlighting corporate governance, corporate social responsibility, and ethical business. There will be special focus on "corporate growth with enlightened regulations" and "corporate sector and inclusive growth". These areas reflect the importance that our government and our society gives to making our growth processes inclusive and simultaneously encourage the spirit of adventure and enterprise.
India has always been a nation of entrepreneurs. Today it is a nation of world class professionals as well. Indian companies are strategically increasing their presence overseas and their presence is being felt all over the world. Indeed we are witnessing the emergence of the Indian multi-national on the global corporate stage. The private sector now contributes significantly to all sectors of our economy, including infrastructure development, which until recently was an exclusive preserve of the public sector until a few years ago. In recent years, the private sector is also successfully engaged with the government in PPP projects. India's corporate sector is poised to become the main engine of growth for the Indian economy. The responsibility it carries is, therefore, truly enormous.
The Ministry of Corporate Affairs has a mandate to provide an enabling regulatory framework to facilitate the corporate sector to function productively and responsibly, and broadly in line with our national aspirations. I am happy that the Ministry has, in a short period initiated many projects to fulfil this mandate. The streamlining of corporate registration under the MCA21 e-governance scheme has increased convenience as well as added to the spirit of transparency for the investor and provided end-to-end services to the corporate sector. The Competition Commission is engaged in enhancing competition in the market place. The updation of Company Law, the introduction of limited liability partnerships under a new law, efforts to converge with International Financial Reporting Standards, and widespread investor education are all creative and worthwhile initiatives. The Voluntary Guidelines issued by the Ministry on Corporate Governance and Corporate Social Responsibility have evoked interest I have been told internationally.
Let me also take this opportunity to reaffirm our Government's commitment to providing an enabling environment conducive to the growth of the corporate sector in our country. We wish to provide a level playing field for private businesses, free from fear or favour. I am aware of the nervousness in some sections of the corporate sector arising out of the powers conferred upon Governmental authorities to tap phones for protecting national security and preventing tax evasion and money laundering. While these powers are needed in the world that we live in, they have to be exercised with utmost care and under well defined rules, procedures and mechanisms so that they are not misused. We must also look for solutions through technology to prevent access of telephone conversation to systems outside the institutional framework of government. Legal mechanisms already exist and they are in place. They need to be strengthened for more effective enforcement. I am asking the Cabinet Secretary to look into these issues and report back to the Cabinet within the next one month.
Businesses, by their very definition, need to be profitable. But the manner in which they use natural resources and the extent to which they are sensitive to the needs and aspirations of the common man is also critical to their own long-term survival and growth. Sustainability of business therefore includes not merely economic sustainability in the narrow sense of the term but social and environmental sustainability as well. Indeed, financial capital needs human, social and ecological capital to be viable in the long term sense of the term. Market activity that concentrates wealth without empowering the poor and the deprived is also unacceptable ethically. I am sure our business leaders are aware that business practices of some corporate houses have recently come under intense public scrutiny for their perceived ethical deficit.
I am happy that the corporate sector has responded positively to the challenge of sustainability and some of the Indian models of integrating sustainability in core business processes are being showcased as the best in the world. Many Indian companies have started reporting their actions for ensuring sustainability. An increasing number of companies are today bringing out sustainability reports.
There are very welcome signs of the Corporate sector's increasing engagement with India's hinterland economy, where the majority of our people live. This has consolidated linkages between the rural and urban sectors of our economy, between agriculture and manufacturing, and between regions. Most significantly, the bonds between large companies and small and medium enterprises, cooperatives, and new entrepreneurs are growing. I understand many companies are coming out with innovative business models that engage farmers in rural India as entrepreneurs. All this strengthens our nations efforts for making our growth more inclusive - a growth that benefits all regions and all sections of our society, particularly the poor and the under-privileged. I would like to take this opportunity to highlight some ways in which you can ensure sustainability through your corporate strategies.
First, increasing the employability of our population through effective skill development must be central to corporate strategy and not merely an afterthought resulting from difficulties in recruitment. This can also help integrate the weaker sections of our society into the mainstream economy even as industry is assured of ready to go well trained personnel. While the government has a vital role to play in the field of education and training, it cannot deliver alone. Corporate India has to be an active partner in our efforts. I am very happy that several corporate leaders have already recognized the value of capacity building and skill development and are working with the Government through ongoing schemes and the National Skill Development Corporation. Some industry associations have offered to partner in improving our ITIs and developing skills of youth, particularly those who are poor and marginalized. But such efforts have not reached a scale that could have a visible impact on production processes in our country.
Second, resettlement and rehabilitation of project affected families and ensuring that there is no adverse impact on livelihoods due to environmental degradation are major issues to be addressed by our corporate enterprises. Our growth processes must not suffer because of loss of confidence in industrialization and development. We need policies and interventions that would minimize livelihood disruptions. Affected populations must see a stake for themselves in transiting to alternative lifestyles. Long term benefits to them must outweigh the immediate costs they may have to bear. Companies must also adopt environmentally friendly measures and avoid taking shortcuts that adversely impact livelihoods and worsen the quality of living of the affected local populace. We have many examples of success in the areas of management of waste, conservation of habitats and energy efficiency. These must be adequately disseminated and encouraged.
Finally, ethical and responsible behavior needs to become the cornerstone of corporate behaviour, as indeed our national outlook. Ethics encompass a wide sphere of actions, economic, social and human, involving the consumer, labour, society at large and the government. Mahatma Gandhi repeatedly used to emphasise the importance of not only good ends but also of the use of fair means to attain them. It is the large companies that have to set the pace in this regard. The rest of the corporate sector will quickly follow as this becomes a national norm.
Our Corporate culture must be attuned to the universally accepted values of good governance - accountability, transparency, responsibility and responsiveness to stake holders. Our corporate endeavours have to be consonant with the demands of our eco system and the expectations of Indian democracy. The economic reforms of the last two decades have opened up many new opportunities. But just as over bearing controls stifle initiative; dogmatic adherence to extreme models of non-regulation can also be disruptive to sustainable growth. Ours is the middle path. We believe we must trust Corporate India as indeed you must trust us.
Modern day concepts like Corporate Social Responsibility and sustainable business are not borrowed from developed economies but have been nurtured over the millennia by our rich ethical traditions. It is indeed, now for us to add to the global repositories of evolving concepts by imprinting India's unique flavour on them. As India continues its journey towards economic prosperity and growth. I am sure Corporate India will contribute to our efforts to fulfil the dreams of the aam adami. Let us rededicate ourselves to this national task today.
With these words, I wish you all of you success in your deliberations and your endeavours. May your path be blessed.
Sustainable business: corporate governance and social responsibility urged to align corporate growth with inclusive, ethical practices.
The address advocates an enabling regulatory framework to promote productive, responsible corporate conduct, noting Ministry initiatives: investor education programmes, MCA21 e governance for company registration, Competition Commission activity, Company Law updates, introduction of limited liability partnerships, and convergence with international accounting standards. It endorses voluntary corporate governance and CSR guidelines, defines sustainability to include economic, social and environmental dimensions, urges corporate-led skill development, rural engagement and responsible resettlement and environmental practices, and requires investigatory powers to be exercised under well defined rules with a Cabinet Secretary review.
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