Chapter V DISPUTE RESOLUTION AND COMPLAINTS

Complaints mechanism.—

1. (1) Any borrower may lodge a complaint alleging violation of this Act by a lender: a) with the Registering Authority that issued the compliance certification; b) with the Registering Authority having territorial jurisdiction where the violation occurred; or c) with the jurisdictional police station for violations involving physical violence, criminal intimidation, or serious threats.
2. (2) Every authority mentioned in sub-section
3. (1) shall be bound to receive, register, acknowledge, and process every complaint filed under this Act within seven working days, and no complaint shall be refused or rejected on technical grounds without providing the complainant reasonable opportunity to rectify deficiencies.
4. (3) The Registering Authority shall follow procedures similar to those outlined in Section 8 and may pass such orders as deemed fit.
5. (4) Where prima facie evidence of a cognizable offence is found, the Registering Authority shall forward the complaint to the jurisdictional police station.
6. (5) No police officer shall refuse to receive or register such complaint.

Appointment of Ombudspersons.—

1. (1) The Government of Bihar may, by notification, appoint one or more Ombudspersons for the resolution of civil disputes between borrowers and lenders.
2. (2) The powers, functions, qualifications, jurisdiction, and procedures for the Ombudsperson shall be prescribed by the Government of Bihar.
3. (3) Nothing in this section shall bar the jurisdiction of civil courts to adjudicate disputes between the parties.