Reserve Bank of India, Consumer Education and Protection Department, Central Office, Mumbai - 400 001 (hereinafter referred to as the Bank/the PRINCIPAL), invites Expression of Interest (EOI) from reputed IT solution providers offering proven, scalable and configurable complaint management platforms capable of customization to meet Reserve Bank of India (RBI) specific requirements for the Implementation of the Complaint Management System (CMS) 2.0. The objective of the project is to implement its new CMS platform to a modern, scalable, and secure architecture with enhanced functionalities including AI, improved analytics, and user experience for technology-enabled consumer protection. The EOI intends to identify qualified vendors for participation in a subsequent Request for Proposal (RFP) process. Interested entities meeting the eligibility criteria are invited to submit their EOI responses as per the guidelines and formats outlined in this document. Eligible entity/-ies, having necessary Commercial Off-the-Shelf Product(COTS) conforming to the scope of the work (hereinafter referred to as Bidder/ Applicant/ Vendor) is/ are hereby invited to submit their EOI application forms together with the enclosures as per the prescribed format in sealed covers to ‘The Chief General Manager-in- Charge, Reserve Bank of India, Consumer Education and Protection Department, Central Office, 1st Floor, Amar Building, Sir P.M. Road, Fort, Mumbai - 400001', so as to reach on or before the last date of submission indicated in the Schedule. For more details, interested entity/-ies may please visit the RBI website at www.rbi.org.in/Tenders. Any addition / deletion /modification and correspondence related to the EOI document will be posted on the said website from time to time, and all interested entity/-ies are advised to visit the RBI website and get themselves acquainted of any such change(s).
SCHEDULE | Event | Date and Time* | | Issuance of EOI | January 09, 2026 | | Availability of EoI document for viewing | January 29, 2026 | | Date and Time of Pre-bid meeting | January 19, 2026 (3 PM to 5 PM IST) | | Publication of minutes of pre-bid meeting / addendum, if any | January 21, 2026 | | Last date for submission of completed EoI applications | January 30, 2026 (up to 1500 Hrs. IST) | | Opening of EOI documents | January 30, 2026 (at 1530 Hrs. IST) | | Venue for conducting pre-bid meeting, submission of completed EOI documents (excluding Saturday and Sunday) and opening of EOI documents | Reserve Bank of India, Consumer Education and Protection Department, Central Office, 1st Floor, Amar Building, Sir P.M. Road, Fort, Mumbai – 400 001.
(The Bank reserves the right to conduct pre-bid meeting in an online mode i.e., through WebEx / VC etc. and in such a case, the bidders will be informed well in advance.) | | * The Bank reserves the right to modify the timelines/dates mentioned in this document. | This document can also be downloaded from the ‘Tenders’ section of RBI’s website (https://rbi.org.in/). 2. Interested parties may seek queries / clarifications, if any, through email till January 17, 2026, as indicated in the above Schedule. Emails in this regard should be sent to cms@rbi.org.in and should have the subject “EMPANELMENT AS A VENDOR FOR IMPLEMENTATION OF COMPLAINT MANAGEMENT SYSTEM 2.0 OF RESERVE BANK OF INDIA”. Queries sent to any other email ID/mode shall not be considered by the Bank. 3. The response to the EOI should be submitted in a sealed cover at the following address Chief General Manager-in-Charge,
Reserve Bank of India,
Consumer Education and Protection Department
1st Floor, Amar Building, Sir P.M. Road, Mumbai-400001,
Phone: 022-22631447 The sealed envelope/ cover should be super-scribed with the title “Empanelment as Vendor for Implementation of Complaint Management System 2.0 of Reserve Bank of India”. The response shall be signed and submitted by a person duly competent and authorized to bind the applicant/to the details submitted in the proposal in response to the EOI. The signatory shall give a declaration and through authenticated documentary evidence establish that he/she is empowered by the competent authority to sign the necessary documents and bind the applicant. The due date for submission of EOI is indicated in the Schedule. |