Standing notice to institutions

To,
The Nodal Officer, the Principal Nodal Officer and the Grievance Redressal Officer
of each bank, card issuer, non-banking financial company, insurer, service provider and public office
receiving correspondence from the Citizen Grievance Bureau

Subject: Terms on which the Citizen Grievance Bureau corresponds on behalf of citizens

Standing Notice

Applicable to every matter registered by the Bureau

1. Basis of correspondence. Each representation from the Bureau is issued under a Letter of Authority (Form CGB-2) executed by the citizen concerned and confined to the matter named in it. A copy of the Letter of Authority is annexed to the first representation in each matter.³

2. Registry Number. Each matter carries a Registry Number in the form CGB/[State code]/[Year]/[Serial], for example CGB/RJ/2026/00042. The Registry Number is to be quoted in every reply, including any reply sent to the citizen directly.

3. Mode of correspondence. The Bureau corresponds in writing, by email from addresses on the domain cgb.org.in. Correspondence in the Bureau's name from any other source is not genuine and may be disregarded.

4. Copy to the citizen. The citizen is copied on each representation and memorandum. A reply may be addressed to the Bureau with the citizen in copy, or to the citizen directly. Either is entered on the record.

5. Disclosure to the Bureau. The Letter of Authority constitutes the citizen's consent to the disclosure, to the Bureau, of account information relevant to the registered matter. The Bureau's requests are confined to what the matter requires, and the information is used for no other purpose.⁴

6. Record of dates. The date of receipt of each representation, the date on which a reply falls due under your published grievance redressal policy, and the date and substance of any reply are entered in the Bureau's registry.

7. Escalation. Where no reasoned reply is received within the period fixed by your own policy, or a reply is given without reasons, the matter is escalated by Escalation Memorandum (Form CGB-4) to your Nodal Officer and then your Principal Nodal Officer, and is thereafter placed before the regulator or competent authority with the complete record annexed.⁵

8. What is sought. The Bureau seeks nothing beyond what the governing rules already require: a timely, reasoned and written response addressing each point raised, and copies of any document the citizen is entitled to receive, including the loan agreement, the statement of account, the repossession inventory and the closure certificate.

9. Settlement with the citizen. Your institution remains free to resolve a matter directly with the citizen, and is requested to inform the Bureau so that the matter may be closed. Any proposal of settlement is placed before the citizen unaltered. The Bureau neither accepts nor rejects a proposal on the citizen's behalf.

10. Conduct of the Bureau. The Bureau's correspondence states facts, dates, documents and the provisions engaged. It contains no threat, names no individual officer in public, and is not disclosed to the press without the citizen's written consent.

11. Verification. Any representation, memorandum or Letter of Authority may be verified by writing to case@cgb.org.in with the subject “Verification” and the Registry Number. Confirmation issues within two working days.

12. Revocation. The citizen may revoke the Letter of Authority at any time. Your institution is notified in writing within one working day of revocation, after which correspondence on the matter is conducted with the citizen alone.

This notice is issued for the information and record of each institution. It confers no power on the Bureau and imposes no obligation beyond those the governing rules already impose.²