The Indian Cyber Crime Coordination Centre (I4C), operating under the Ministry of Home Affairs, has launched two new digital portals - the Grievance Redressal Mechanism (GRM) and the Money Restoration Module (MRM) - to overhaul how cyber fraud complaints are processed and how stolen money is returned to victims. These portals create a direct digital link between police forces, banking networks, and the existing National Cyber Crime Reporting Portal (NCRP), eliminating the delays that have long plagued the grievance redressal system. The move comes at a time when India is witnessing a sharp rise in cyber financial frauds, with reported losses crossing Rs 22,800 crore in 2024 alone.
What Are the GRM and MRM Portals?
The Grievance Redressal Mechanism (GRM) is designed to help citizens whose bank accounts have been frozen, placed under lien, or put on hold during cyber crime investigations. Until now, such account holders had to make multiple physical visits to police stations and bank branches to resolve their cases. The GRM portal digitises this entire process, allowing account holders to submit requests for account unfreezing through their bank branch, which then forwards the case to the designated police officer through the online system.
The Money Restoration Module (MRM) goes a step further. It allows victims of cyber financial fraud to apply for the return of funds that have been successfully frozen in the fraudster’s bank account. Victims can file their refund request entirely online through the MRM portal at mrm-ncrp.mha.gov.in without visiting any government office. The portal connects law enforcement agencies, banks, and the victim on a single platform, making the restoration process transparent and traceable.
Together, these two modules form the Comprehensive Fraud Reporting and Management System (CFRMS), which represents a significant upgrade of the existing Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS) that was launched in 2021 and currently connects more than 85 banks and payment intermediaries.
How the Grievance Redressal Mechanism Works
The GRM operates as a structured three-tier system involving the account holder, the bank, and the police.
When a bank account is frozen due to suspected cyber fraud, the account holder must visit their bank branch and submit a request for unfreezing or lien removal. The bank verifies the account holder’s KYC details and transaction history, and then registers the grievance on the GRM portal. The case is automatically forwarded to the designated police officer responsible for the investigation.
The investigating officer examines the transactions to determine whether the account was involved in fraudulent activity or if the account holder is an innocent party whose account was misused. If needed, the officer may record the account holder’s statement through video conferencing. Based on this inquiry, the officer decides to either unfreeze the account, remove the lien, or dismiss the complaint.
If the complaint is dismissed, the account holder has the right to appeal to the district-level and state-level Grievance Redressal Officers (GROs). The system assigns clear accountability at both the police and banking levels, ensuring that no complaint falls through the cracks.
How the Money Restoration Module Works
The MRM portal allows victims to apply for refunds of amounts that have been successfully frozen in fraudulent bank accounts. To use the portal, a victim must have already reported the fraud through the 1930 national helpline or the NCRP website and possess a valid 14-digit Cyber Complaint Acknowledgement Number.
The refund process is categorised based on the amount involved:
| Category | Amount | Requirement |
|---|---|---|
| Category 1 | Frozen amount up to Rs 50,000 in a single account | No FIR or court order needed. Refund processed based on police report and indemnity bond |
| Category 2 | Total frozen amount above Rs 50,000 but not exceeding Rs 50,000 per account | Refund processed through the police report route |
| Category 3 | More than Rs 50,000 frozen in a single bank account | FIR registration is mandatory before refund processing |
This tiered structure was established under the Standard Operating Procedure (SOP) for cyber financial frauds approved by the MHA earlier in 2026. The SOP was designed to shift the response framework towards a victim-centric and time-bound model. For amounts below Rs 50,000, refunds can be processed without a court order. If no court or restoration order exists, banks must lift the freeze within 90 days, preventing indefinite blocking of funds.
How to Apply for Refund Online
The application process on the MRM portal is straightforward:
- Visit mrm-ncrp.mha.gov.in and login through the Citizen Login option using a registered mobile number and OTP
- Click on “Raise Refund Request” and enter the 14-digit Complaint Acknowledgement ID
- Verify the OTP and enter PAN details along with bank account information where the refund will be credited
- If a court order exists, it can be uploaded using the designated option
- Submit the request and save the generated 14-digit Request ID (starting with MR) for tracking
After submission, the concerned police team completes the legal process, following which the bank restores the eligible amount directly to the victim’s account. The government has emphasised that the entire process is free of cost, and citizens have been warned against middlemen who promise quick refunds for a fee.
The Rising Threat of Cyber Fraud in India
The launch of these portals comes against the backdrop of a staggering increase in cyber financial frauds across the country. According to data presented by the Ministry of Home Affairs in Parliament, citizens reported losses of over Rs 22,845 crore to cyber financial frauds in 2024, a massive 206% jump from the Rs 7,465 crore reported in 2023. Over a six-year period, India lost more than Rs 52,000 crore to cyber frauds.
The scale of the problem is reflected in the volumes handled by the NCRP:
| Metric | Data (as of latest available) |
|---|---|
| Complaints received in 2025 | More than 24 lakh |
| Amount saved through CFCFRMS | Over Rs 8,189 crore (till Dec 2025) |
| SIM cards blocked | Over 12.21 lakh |
| IMEIs blocked | Over 3.03 lakh |
| Cyber security incidents (2024) | 22.68 lakh (up from 10.29 lakh in 2022) |
The Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS), which the new GRM and MRM portals upgrade, has already saved more than Rs 7,130 crore across 23.02 lakh complaints as of October 2025. A Cyber Fraud Mitigation Centre (CFMC) has also been established at I4C, where representatives of major banks, financial intermediaries, payment aggregators, telecom service providers, and state law enforcement agencies work together for real-time coordination.
Indian Cyber Crime Coordination Centre: The Nodal Agency
The Indian Cyber Crime Coordination Centre (I4C) was approved as a scheme in October 2018 with a financial outlay of Rs 415.86 crore and was inaugurated in New Delhi on January 10, 2020 by Union Home Minister Amit Shah. It became an Attached Office of the Ministry of Home Affairs with effect from July 1, 2024, giving it greater operational autonomy. I4C is headquartered at the NDCC-II Building, Jai Singh Road, New Delhi.
I4C functions as the national nodal agency for coordinating law enforcement responses to cybercrimes. It operates through seven verticals:
| Component | Function |
|---|---|
| National Cybercrime Threat Analytics Unit (NCTAU) | Analyses cybercrime patterns and produces threat intelligence reports |
| National Cybercrime Reporting Portal (NCRP) | Enables public reporting of all types of cybercrimes |
| Platform for Joint Cybercrime Investigation Team | Facilitates multi-jurisdictional action against cybercrime |
| National Cybercrime Forensic Laboratory (NCFL) Ecosystem | Provides forensic analysis and investigation support |
| National Cybercrime Training Centre (NCTC) | Standardises training curriculum for law enforcement personnel |
| Cybercrime Ecosystem Management Unit | Coordinates with stakeholders for ecosystem management |
| National Cybercrime Research and Innovation Centre (NCRIC) | Conducts research and development in cyber forensic tools |
I4C also operates the Samanvaya Platform, a Management Information System for cybercrime data sharing and analytics among law enforcement agencies, and the Pratibimb Module, which maps locations of criminals and crime infrastructure geographically.
Amit Shah Reviews Cybercrime Response Framework
On June 17, 2026, Union Home Minister Amit Shah chaired a high-level review meeting on the functioning of the National Cybercrime Helpline 1930 and the newly launched GRM and MRM portals. During the meeting, Shah was informed that approximately 94 lakh bank accounts from which funds can potentially be restored had been uploaded under the Money Restoration and Grievance Redressal framework, and that nearly one lakh citizens had already benefitted from the mechanism.
Shah directed that the implementation of the GRM and MRM modules should be regularly monitored at the state level to ensure timely resolution of complaints and prompt restoration of funds to victims. He also emphasised the need for swift action in cases involving unnecessarily frozen bank accounts and called for fixing accountability in such matters.
The Home Minister underlined the need for more effective measures to address the issue of mule bank accounts - accounts opened by fraudsters using stolen identities to layer and launder money. He said that through coordinated efforts of I4C, state governments, law enforcement agencies, banks, and financial institutions, the government would further strengthen India’s cyber security framework while ensuring prompt assistance to victims of cyber crimes.
Key Takeaways
- The Indian Cyber Crime Coordination Centre (I4C) launched the Grievance Redressal Mechanism (GRM) and the Money Restoration Module (MRM), two digital portals that connect police, banks, and the National Cyber Crime Reporting Portal.
- The GRM allows citizens to request review of frozen bank accounts through their bank branch, while the MRM enables victims to apply for refunds of frozen funds entirely online at mrm-ncrp.mha.gov.in.
- Under the SOP for cyber financial frauds, amounts up to Rs 50,000 can be refunded without an FIR or court order, while amounts above Rs 50,000 in a single account require FIR registration before refund.
- India lost over Rs 22,845 crore to cyber financial frauds in 2024, a 206% increase from 2023, with over 24 lakh complaints received in 2025 alone.
- The I4C was approved in October 2018 with a budget of Rs 415.86 crore, was inaugurated in January 2020, and became an Attached Office of MHA in July 2024.
- Union Home Minister Amit Shah reviewed the portals on June 17, 2026, noting that nearly 1 lakh citizens had already benefitted and 94 lakh bank accounts were flagged for potential restoration.
