In a statement, the CBSL said the new digital platform offers consumers a standardized and formal mechanism to submit grievances online, replacing traditional paper-based processes that often caused delays. The system is expected to improve efficiency, accountability, and transparency in resolving disputes within the financial sector.
The OCMS is accessible 24 hours a day, allowing users to file complaints from anywhere at any time. Consumers can also monitor the progress and current status of their complaints in real time, ensuring greater transparency throughout the resolution process.
CBSL noted that consumers should first raise complaints directly with the relevant financial institution. The online system can then be used if the issue remains unresolved or if the consumer is dissatisfied with the response provided.
The Central Bank also advised users to submit clear and accurate information along with all necessary supporting documents to ensure faster processing of complaints.
Financial consumers can access the complaint portal through [CBSL Reach Us Portal](https://reachus.cbsl.lk/?utm_source=chatgpt.com)
