Patna: People in Bihar whose bank accounts have been frozen or whose funds have been placed under a lien due to suspected cyber fraud transactions are set to get relief. They will no longer need to travel to Gujarat, Delhi, Mumbai or other states to approach the cyber police responsible for freezing their accounts.
Under the new arrangement, affected account holders can submit an application at their bank’s home branch. The Indian Cyber Crime Coordination Centre (I4C) has developed a Grievance Redressal Mechanism (GRM) portal to simplify the complaint process.
Through this system, banks will register complaints on the GRM portal and forward them online to the police in the state from where the account-freezing instruction originated.
The concerned cyber police officials will investigate the complaint and examine the relevant transactions. If necessary, investigating officers can also hear the account holder’s explanation through video conferencing. If the investigation establishes that the account holder was not involved in the suspected cybercrime, the competent authority may issue directions to unfreeze the account.
QR Code and UPI Payments Also Causing Problems for Small Traders
The growing use of UPI and QR code payments has created difficulties for several small business owners and shopkeepers.
Many traders routinely accept digital payments from customers. However, if money received in their accounts is subsequently linked to a cyber fraud investigation, the concerned police may direct banks to freeze the entire account.
Two such cases were reported in Patna involving gold trader Deepak Kumar and beauty parlour operator Lalita Devi.
Both reportedly accepted regular customer payments through QR codes. Around 10 days later, they discovered that cyber police in Gujarat and Delhi had frozen their bank accounts.
When they approached their banks, they were advised to contact the cyber police stations in the respective states. Travelling to other states to resolve the matter proved difficult.
The GRM portal is expected to make the process easier by allowing banks to forward complaints directly to the concerned police authorities.
How to Get a Frozen Bank Account Unblocked: Follow These Four Steps
Account holders seeking to remove a freeze or lien can follow this four-step process:
Step 1: Visit Your Bank’s Home Branch
Submit a written application explaining why your account has been frozen or why a lien has been placed on your funds.
Step 2: Submit the Required Documents
Provide your KYC documents, bank statements and complete details of the transactions concerned along with the application.
Step 3: Bank Registers Your Complaint on the GRM Portal
After verifying the submitted documents, bank officials will register the grievance on the GRM portal. The account holder will receive a unique grievance ID to track the complaint’s status.
Step 4: Cyber Police Investigate the Complaint
The complaint will be forwarded online to the investigating officer at the concerned state’s cyber police station. Officials will examine the transactions and may conduct a video conference with the account holder if necessary.
If the investigation finds no involvement of the account holder in the suspected cybercrime, the competent authority may issue directions to unfreeze the account.
Complaint Rejected? Three Levels of Appeal Available
The new grievance redressal arrangement also provides a three-tier escalation mechanism for account holders whose complaints are rejected or remain unresolved.
- Police Station Level: The investigating officer and the bank’s Branch Grievance Officer will handle the complaint.
- District Level: A designated police officer and the State Grievance Officer will examine escalated complaints.
- State Level: Senior police officials and the bank’s National Nodal Officer will handle further appeals.
This arrangement gives account holders additional opportunities to seek resolution if their grievances are not addressed at the initial stage.
Who Will Benefit From the New Bank Account Unfreeze System?
The facility is expected to particularly benefit small traders, jewellery shop owners, beauty parlour operators, shopkeepers and other businesses that regularly accept digital payments.
In several cases, businesses may unknowingly receive money connected to cyber fraud through ordinary customer transactions, resulting in their accounts being frozen during investigations.
With the GRM mechanism, affected account holders in Bihar can approach their home bank branches instead of travelling to another state to submit complaints.
The system aims to make grievance redressal more accessible while allowing the concerned cyber police authorities to investigate suspicious transactions and determine whether account restrictions should continue.
