DR.

RAM MANOHAR LOHIA NATIONAL

LAW UNIVERSITY, LUCKNOW

BANKING LAW
Project
On
BANKING OMBUDSMAN SCHEME

Submitted to:

Submitted by:

Dr. Aparna Singh

Sakshi

Asst. Professor

B.A.LL.B (V SEM.)
Roll no. 111

ACKNOWLEDGEMENT

A major research project like this is never the work of anyone alone. Firstly, I would like to
thank my teacher Dr. Aparna Singh, for giving me such a golden opportunity to show my
skills and capability through this project.
This project is the result of the extensive ultra-pure study, hard work and labour, put into to
make it worth reading. This project has been completed through the generous co-operation of
various persons, my teacher, and my seniors, who, in their different potentials helped me a lot
in giving the finishing touch to the project.
This project couldnt be completed without the help of my universitys library Dr. Madhu
Limaye Library and its internet facility.

Table of Contents
1.
2.
3.
4.
5.
6.
7.
8.

Introduction
Banking Omdusman
Characterstics of banking ombudsman
Scheme of 2006
Amendment in 2007 and 2009
Cases
Conclusion
Bibliography

INTRODUCTION
The institution of Banking Ombudsman was introduced in 1995 in India, through
the Banking Ombudsman Scheme 1995. The scheme was introduced by the Reserve Bank of

India to provide expeditious and inexpensive forum to bank customers for resolution of their
complaints relating to deficiency in banking services. The Scheme was implemented through
direction issued by the Reserve Bank in terms of Section 35A of the Banking Regulation Act,
1949, to protect the banking in public interest and in the interest of banking policy.
It was a mechanism to look into the banking customer grievances. After the review of the
scheme, a new scheme came into picture in 2002 and further in 2006. Over the past five
years, around 36,000 complaints have been dealt by the Banking Ombudsmen.
An ombudsman is a person who has been appointed to look into complaints about an
organization. Using an ombudsman is a way of trying to resolve a complaint without going to
court. Banking Ombudsman

is

quasi-judicial

authority

functioning

under

India's Banking Ombudsman Scheme, and the authority was created pursuant to the a
decision by the Government of India to enable resolution of complaints of customers of banks
relating to certain services rendered by the banks. The Banking Ombudsman is an official
authority to investigate the complaint from the customers and address the complaint and
thereby bring the solution among the aggrieved parties. So the Banking Ombudsman plays
the role of a mediator and serves the purpose of reconciliation.
Originally introduced in 1995, the Banking Ombudsman Scheme enables speedy and cost
effective resolution of complaints of bank customers relating to deficiency in bank services.
The Scheme now covers all Scheduled Commercial Banks, Regional Rural Banks and
Scheduled Primary Cooperative Banks. The customers can also now complain to the Banking
Ombudsman against deficiency in almost any banking services, including credit cards, after
exhausting the channel available with the bank concerned for resolving their complaints. The
Reserve Bank has appointed 15 Banking Ombudsmen who are located mostly in State
Capitals under the Scheme. The Banking Ombudsman tries to resolve the complaint through
conciliation or mediation and even passes an award if it is not resolved through such
settlement. In 2006, the Reserve Bank of India announced the revised Banking Ombudsman
Scheme with enlarged scope that included customer complaints on certain new areas, such as,
credit card complaints, deficiencies in providing the promised services even by banks' sales
agents, levying service charges without prior notice to the customer and non-adherence to the
fair practices code as adopted by individual banks.

In the wake of the failure in the efficient services of the banks, the RBI brought
the Banking Ombudsman Scheme for the prompt, efficient and courteous services and also to
protect the rights of the customers. Also its duty to provide feedback/suggestions to RBI
toward framing appropriate and timely guidelines to banks to improve the level of customer
service and to strengthen their internal grievances redressed system.
The Scheme lays down the whole areas of the banking ombudsman institution. The
issues of appointment, dismissal, authorities, functions, etc., have been dealt with in the
scheme. This 2006 scheme was also amended in 2007 and again in 2009 and introduced new
emerging concept in order to widen the scope of scheme.

BANKING OMBUDSMAN AND ITS CHARACTERSTICS

Banking Ombudsman is a quasi judicial authority functioning under Indias Banking
Ombudsman Scheme 2006, and the authority was created pursuant to the a decision by the
Government of India to enable resolution of complaints of customers of banks relating to
certain services rendered by the banks. The Banking Ombudsman is an official authority to
investigate the complaint from the customers and address the complaint and thereby bring the
solution among the aggrieved parties. So the Banking Ombudsman plays the role of a
mediator and serves the purpose of reconciliation. The Banking Ombudsman has been
defined under clause 4 of the Banking Ombudsman Scheme, 20061. Clause 4 lays down that:
4. APPOINTMENT & TENURE: (1) The Reserve Bank may appoint one or more of its
officers in the rank of Chief General Manager or General Manager to be known as Banking
Ombudsmen to carry out the functions entrusted to them by or under the Scheme.
(2) The appointment of Banking Ombudsman under the above Clause may be made for a
period not exceeding three years at a time.
CHARACTERSTICS
1. The Banking Ombudsman is a quasi judicial authority. It has power to summon both
the parties - bank and its customer, to facilitate resolution of complaint through
mediation.

1 Clause (4) of the Banking Ombudsman Scheme, 2006.

2. All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Cooperative Banks are covered under the Scheme.
3. The Banking Ombudsman has power to consider complaints from Non-Resident
Indians having accounts in India in relation to their remittances from abroad, deposits
and other bank-related matters.
4. The Banking Ombudsman does not charge any fee for resolving customers
complaints.
5. No complaint can be made before a Banking Ombudsman on the same subject matter
for which any proceedings before any court, tribunal or arbitrator or any other forum
is pending or a decree or award or a final order, has already been passed by any such
competent court, tribunal, arbitrator or forum.
QUALIFICATION
The banking ombudsman shall be person of repute experience in the field of- Law, Banking,
Financial services, public administration or management sectors.

BANKING OMBUDSMAN SCHEME, 2006

Scope of the Scheme - In 2006, the Reserve Bank of India announced the revised Banking
Ombudsman Scheme with enlarged scope that included customer complaints on certain new
areas, such as, credit card complaints, deficiencies in providing the promised services even by
banks' sales agents, levying service charges without prior notice to the customer and nonadherence to the fair practices code as adopted by individual banks.
Application of the Scheme -The scheme is applicable to all commercial banks, regional rural
banks and scheduled primary cooperative banks having business in India.
Funding - Unlike the old scheme, the revised Banking Ombudsman Scheme is fully staffed
and funded by the Reserve Bank instead of the banks.
Filing complaints - Under the revised Banking Ombudsman Scheme, the complainants can
file their complaints in any form, including online.
Appeal - The bank customers would also be able to appeal to the Reserve Bank against the
awards given by the Banking Ombudsmen.

New areas of Complaint. The bank customers can complain about non-payment or any
inordinate delay in payments or collection of cheques towards bills or remittances by banks,
as also non-acceptance of small denomination notes and coins or charging of commission for
acceptance of small denomination notes and coins by banks.
The Banking Ombudsman Scheme 2006 provides a wide scope and extent to the schemes of
1995 and 2002. Many new changes have been made in the old scheme. The most essential
provisions of the scheme are as follows:
1. Appointment and tenure. The Section 4 of the scheme provides for the appointment
of one or more of the officers of the Reserve Bank of India in the rank of Chief
General Manager or General Manager to be known as Banking Ombudsmen to carry
out the functions entrusted to them by or under the Scheme. Their tenure would be not
more than a period of five years.
2. Location of the office. Generally, the office of the banking ombudsman is located at
the place specified by the Reserve Bank of India. For the expedite disposal of the
complaints, a banking ombudsman may hold office at such places, under his
jurisdiction which he deems fit for the disposal of the complaints2.
3. Powers and Jurisdictions. The scheme lays down the following provisions3 dealing
with powers and functions of the Banking Ombudsman:

The Banking Ombudsman has power to receive and consider complaints relating to
the deficiencies in banking or other services filed on the grounds of complaints 4. He
has to facilitate their satisfaction or settlement by agreement or through conciliation
and mediation between the bank concerned and the aggrieved parties or by passing an
Award in accordance with the Scheme.

The Banking Ombudsman exercises general powers of superintendence and control

over his Office and is responsible for the conduct of business thereat.

The Office of the Banking Ombudsman draws up an annual budget for itself in
consultation with Reserve Bank and exercises the powers of expenditure within the
approved budget on the lines of Reserve Bank of India Expenditure Rules, 2005.

2Clause 5 of the Banking Ombudsman Scheme, 2006.

3Clause 7 of the Banking Ombudsman Scheme, 2006.
4 Clause 8 of the Banking Ombudsman Scheme, 2006.

The Banking Ombudsman has to send to the Governor, Reserve Bank, a report, as on
30th June every year, containing a general review of the activities of his Office during
the preceding financial year. He has to furnish such other information as the Reserve
Bank may direct and the Reserve Bank may, if it considers necessary in the public
interest so to do, publish the report and the information received from the Banking
Ombudsman in such consolidated form or otherwise as it deems fit.

4. Procedure for filing complaint. Clause 9 of the Banking Ombudsman Scheme, 2006
lays down the procedure to file a complaint before the Banking Ombudsman as well
as the conditions in which a complainant cannot approach the banking ombudsman.
Grounds of making complaints are defined in section 8 of the banking ombudsman
scheme, 2006:
1. Any person who has a grievance against a bank on any one or more of the grounds
mentioned in the Scheme may, himself or through his authorized representative (other than an
advocate), make a complaint to the Banking Ombudsman within whose jurisdiction the
branch or office of the bank complained against is located. But the complaint arising out of
the operations of credit cards, has to be filed before the Banking Ombudsman within whose
territorial jurisdiction the billing address of the card holder is located and not the place where
the bank concerned or the credit card processing unit is located.
2. The complaint in writing has to be duly signed by the complainant or his authorized
representative. The complainant has to show the copies of the documents, which he proposes
to, rely upon and a declaration under Clause 9(3) of the scheme. He has to mention the
following things in the complaint:

the name and the address of the complainant,

the name and address of the branch or office of the bank against which the complaint
is made,

the facts giving rise to the complaint,

the nature and extent of the loss caused to the complainant, and

The relief sought for.

A complaint can also be made through electronic means. The Banking Ombudsman also
entertains complaints covered by this Scheme received by Central Government or Reserve
Bank and forwarded to him for disposal.

3. Following conditions have to be fulfilled for making a complaint before the Banking
Ombudsman:

Before making a complaint to the Banking Ombudsman, the complainant had to,
make a written representation to the bank. If the bank rejects the complaint or the
complainant had not received any reply within a period of one month after the bank
received his representation or the complainant is not satisfied with the reply given to
him by the bank.

The complaint should be made before completion of one year, from the day the
complainant has received the reply of the bank to his representation or, where no reply
is received, before one year and one month from the date of the representation to the
bank;

The complaint does not touch upon matter which was settled or dealt with on merits
by the Banking Ombudsman in any previous proceedings whether or not received
from the same complainant or along with one or more complainants or one or more of
the parties concerned with the subject matter;

The complaint does not pertain to the same subject matter, for which any proceedings
before any court, tribunal or arbitrator or any other forum is pending or a decree or
Award or order has been passed by any such court, tribunal, arbitrator or forum;

The complaint is not frivolous or vexatious in nature; and

The complaint is made before the expiry of the period of limitation prescribed under
the Indian Limitation Act, 1963 for such claims.

5. Appeal. If the customer is not satisfied with the award of the Banking Ombudsman,
he can approach to the RBI, to the appellate authority called Deputy Governor. Still he
is not satisfied, after approaching to the RBI, he can go to the High Court5.

6. Limit on the amount of claim and compensation : The amount, if any, to be

paid by the bank to the complainant by way of compensation for any loss suffered by
the complainant is limited to the amount arising directly out of the act or omission of
the bank or Rs 10 lakhs, whichever is lower. The Banking Ombudsman may award
compensation not exceeding Rs 1 lakh to the complainant only in the case of
5 Clause 14 of the Banking Ombudsman Scheme, 2006.

complaints relating to credit card operations for mental agony and harassment. The
Banking Ombudsman will take into account the loss of the complainants time,
expenses incurred by the complainant, harassment and mental anguish suffered by the
complainant while passing such award.6

7. Enforcement of the award passed by the banking ombudsman

A copy of the Award shall be sent to the complainant and the bank named in the
complaint. An Award shall not be binding on a bank against which it is passed unless the
complainant furnishes to it, within a period of 15 days from the date of receipt of copy of
the Award, a letter of acceptance of the award in full and final settlement of his claim in
the matter. If the complainant does not accept the Award passed by the Banking
Ombudsman and fails to furnish his letter of acceptance within such time without making
any request for extension of time to comply with such requirements his complaint shall be
rejected by the Banking Ombudsman. Provided that in the event of the complainant
making a written request for extension of time, the Banking Ombudsman may subject to
his being satisfied with the explanation as furnished by the complainant

about his

inability to consider the Award and furnish his letter of acceptance, grant extension of
time up to further period of fifteen days for such compliance.7

Situations of rejection of complaints by banking ombudsman:

The Banking Ombudsman may reject a complaint at any stage if it appears to him that a
complaint made to him is:

6 Clause 12 of 2006 scheme.

7 Clause 11 of 2006 scheme.

not on the grounds of complaint referred to above

compensation sought from the Banking Ombudsman is beyond Rs 10 lakh .

requires consideration of elaborate documentary and oral evidence and the

proceedings before the Banking Ombudsman are not appropriate for
adjudication of such complaint

without any sufficient cause

that it is not pursued by the complainant with reasonable diligence

in the opinion of the Banking Ombudsman there is no loss or damage or

inconvenience caused to the complainant. 8

AMENDMENT UNDER 2006 SC

In 2007:- In 2007 an amendment was made to scheme, 2006 by RBI according to which
bank customer can appeal against the decision of the banking ombudsman where he has
rejected the customer's complaint relating to matters falling within the grounds of complaints
specified under the scheme. Before the scheme was amended, the bank customers could
appeal only against the awards given by the Banking Ombudsman. The appellate authority
for the Banking Ombudsman Scheme is the Deputy Governor of Reserve Bank of India.
IN 2009:

The Reserve Bank of India has widened the scope of its Banking Ombudsman

Scheme 2006, to include deficiencies arising out of internet banking. Under the amended
Scheme, a customer would also be able to lodge a complaint against the bank for its nonadherence to the provisions of the fair practices code for lenders or the Code of Bank's
Commitment to Customers issued by the Banking Codes and Standards Board of India
(BCSBI). As per the amended Scheme, the Banking Ombudsman can award compensation
not exceeding Rupees one lakh to the complainant in the case of complaints arising out of
8 Section 13 of 2006 scheme.

credit card operations, taking into account the loss of the complainant's time, expenses
incurred by him as also, harassment and mental anguish suffered.
CASES

Case 1
The complainant had availed a housing loan of Rs 3,40,000/-from the bank at a fixed rate of
interest of 8% per annum at quarterly rests on highest monthly reducing balance. The
complainant alleged that the bank had subsequently increased the rate of interest to 12.75%
contrary to terms of sanction of the loan. The bank submitted that the customer was
sanctioned loan at fixed interest rate, but as per their extant instructions and internal circular,
the interest rates are to be reset at the end of every two years on the basis of interest rates
prevailing at that time. Accordingly, the fixed interest rates were changed from 8% to
12.75%. During the course of the proceedings before the Banking Ombudsman, the bank reworked the applicable interest at the contracted rate of interest and refunded the excess
amount of Rs 17,936/-, by credit to the complainant's account. However, the bank contended
that going forward, the reset interest rate would be applicable. The complainant was also
given an exit option, which was not acceptable to him. If the interest rates are subject to
periodical rests, it is only fair and reasonable that the same is explicitly stated in the loan
agreement and sanction letter in an unambiguous and transparent manner. Further, in
choosing to provide a fixed rate loan to the customer, the bank has consciously decided to
carry the interest rate risk associated with the product. The loan also carried a higher interest
rate compared to floating rate product as a premium towards the interest rate risk. BO passed
an Award advising the bank to strictly abide by the terms and conditions of the original
arrangement and not give effect to their proposal to increase interest rate on the loan, unless
explicitly consented to by the complainant in writing. The bank was also advised to pay an
amount of Rs 1,000 to the complainant towards the cost of pursuing this remedy to his
grievance. The bank has implemented the Award.

Case 2-

cheque

drawn

by

the

EPF Department on the ABC Bank's Nasik branch

forRs.21.36 lakh was sent to XYZ Bank, New Delhi for credit to the account of the

complainant. The amount was not credited to the complainant's account advising that it had
not received the cheque. The complainant, however, obtained the Proof of Delivery from Post
Office in support of the claim that it was delivered to the XYZ bank.. It transpired that the
XYZ bank had actually misplaced the cheque before sending it for collection to ABC Bank
and it had already furnished an affidavit to the EPF Department reporting the misplacement
of the cheque and requesting for a duplicate cheque. With the intervention of BO, the bank
credited an amount of Rs. 18,894/-as interest on the delayed payment since date of deposit of
the cheque.

Case 3The complainant was holding a credit card of a foreign bank. He complained that a caller
from the bank persisted in selling Medical Insurance Benefit Scheme to the card holder
though he as well as his family members did not require the same. After a few days he
received a policy in the name of his son and daughter without taking his approval. When he
called up the bank in June 2006, he was assured that the policies would be cancelled and later
it was confirmed as well. But after a few days, he was advised to send a cancellation request
by fax. The statement received showed unpaid balance. The complainant again sent two faxes
in August and September 2006 for cancellation of the policies. In the conciliation meeting
held by BO on 19 January 2009, the bank official stated that there was a recorded telephonic
conversation with an Insurance Company and the bank had debited the account of the
customer on the mandate received by the Insurance Company. There was no written mandate
with the bank from the customer for debiting his account for premium of the policies of the
Insurance Company. The bank failed to resolve the complaint for 2/3 years. However, with
the intervention of BO, the debits of Rs.23,246/-were reversed.

Case 4- Balla Rama Rao v. Banking Ombudsman

A house in the name of B. Narayanama was given on lease to the bank in 1982. Subsequently, the
lady died. The Bank did not pay rent from June 1992 to Feb. 1997. Balla Ramarao, the appellant
approached the bank. Bank immediately paid the amount Rs. 3,09,562. Balla contended that the
interest should also be paid for the period of 1992 to 1997. The bank refused to pay interest. The
appellant approached to the banking ombudsman. But he rejected the complaint, holding no merit in

the case as it was outside the jurisdiction of the banking ombudsman. Balla approached to the Andhra
Pradesh high court. The high court rejected the appeal, finding that it was outside the jurisdiction of
the banking ombudsman.

Case 5Complainant was sanctioned a housing loan for Rs. 4,60,000/- by A Bank. The complainant
has stated that he had (i) deposited Rs.2,300/- with the bank as application fee, (ii) paid token
money of Rs.10,000/- to the landlord, (iii) paid to architects a fee of Rs.5,000/- and (iv) spent
Rs.1,400/- towards cost of advertising. However, bank subsequently did not disburse the loan.
As a result, the complainant suffered monetary loss as mentioned above along with
Rs.5,000/- towards interest loss on the money borrowed from other sources. The complainant
alleged that he had complied with all the requirements of the bank. However, the loan was
not disbursed without giving any justification.
Decisions: The bank had sanctioned the loan in principle with the condition that the
disbursement the loan will be subject to legal and technical clearance of the property. Banks
contention that the bank had sanctioned the loan when the property to be purchased was not
decided by the complainant, was found not tenable as the complainant had published the
advertisement on the said property inviting objection from the public before the sanction of
loan in principle. From the records and proceedings, it was observed that the complainant was
not guided and advised properly by the bank about the requirements of the bank. Further,
bank could not produce any letter advising the complainant to comply with the legal
requirements of the bank. On the other hand, the complainant was given the understanding
that the loan would be disbursement and relying on that understanding, he incurred expenses
in this regard and the complainant suffered inconvenience and financial loss. The Bank was
advised to compensate complainant by paying Rs.10000/- as full and final settlement of claim
towards the loss and inconvenience caused to him.
Case 6- The complainant approached the office of the Banking Ombudsman with a grievance
that he was allowed a Term loan as well as the Working Capital Limit under KVIC Margin
Money Scheme by the respondent bank. The Insurance of Land & Building, Plant &
Machinery, & the Stock (Raw Material, Stock in Process & the Finished Goods) was got
done by the bank and the Insurance Premium was recovered from the complainant. There was
a Fire Accident in the factory. The complainant reported the matter to the bank with
documentary evidence for a loss of Rs 2.70 lac towards stock & Rs 0.25 lac towards the Land

& Building & requested the bank to lodge the claim with the Insurance Company. The bank
official visited the spot and lodged the claim for Rs 2.95 lacs after physical verifications; but
the claim was passed for Rs 42,340/- only by the Insurance Company against the loss of Rs
2.95 lacs for which neither the bank informed the complainant, nor had his consent. The
complainant stated that thus he could not take up the matter with the Insurance Company. The
complainant also added that as the whole stock was lost in the fire accident, the factory was
not in operation. The amount of insurance claim received by the bank was to be provided to
the complainant to restart the factory; but the bank appropriated this amount towards the loan.
Further, the KVIC Margin money was to be appropriated in the loan account after two years,
which the bank had also not done. Further, the bank charged interest at a higher rate than
specified for SSI.
Decision: In the cases of KVIC Margin Money Scheme, the collateral security is to be
obtained by the bank. It may be some immovable property or FD etc. Hence, the bank
rightfully obtained the collateral security furnished by the complainant. As per Income
Recognition Norms, the interest on NPA accounts is not to be applied, but in no case it affects
the liability of the borrower as the interest is not to be debited to the loan account and the
liability of the borrowers remains the same. Hence, the claim of the complainant in this
regard is not tenable. As per the above Scheme, the amount of the Margin Money was to be
appropriated after two years if the industry had been operating for this period. There was no
requirement for the approval from the KVIC as was claimed by the bank in this respect. The
bank was to appropriate this amount. However, the respondent bank confirmed to having
credited the Margin Money received from the KVIC in the accounts of the complainant
The bank also confirmed that the interest charged in the accounts of the complainant has been
rechecked as per its H.O. guidelines and the excess interest charged to the tune of Rs 29,760/was refunded to the complainant. The complainant is reported to have issued a legal notice to
the Insurance Company for the short settlement and he himself is initiating legal proceedings
for the same. In any case, this is an area where the bank has no direct role to play. As regards
the waiver of the interest on the loan accounts of the complainant after the fire accident, there
is no mandatory provision, as claimed by the complainant. The bank cannot be compelled to
take action. However, the bank can consider it as a rehabilitation measure while deciding the
rehabilitation proposal for the sick unit of the complainant. The bank was examining the
proposal for revival of the sick unit on merits. The complainant will have to furnish all the
required documents & fulfil the formalities as per bank's norms for revival of the sick unit.

Conclusion
Though the Banking Ombudsman Scheme was introduced in the year 1995, with a view to do
away with the banking customer complaints, the scheme was amended in subsequent years of
2002 and 2006. But the banks do not seem to have adopted the norms for their efficient
functioning, that is the reason behind the increasing consumer cases against the banks, which
are governed under the scheme.
Filing cases is increasing, is shows the willingness of the people to settled the disputes
relating to banking through alternative rather than judicial adjudication. But the success of the
ombudsman depends the willing of the parties to settle the dispute through banking
ombudsman. If one of the parties is not willing the scheme becomes useless. In 2002
ombudsman rules 21 and 22 schemes provide arbitration powers to the ombudsman
especially disputes relating to a bank and its constituencies and a bank and another bank.
However the 2006 scheme is silent in this matter. I feel that the arbitration proceedings
regarding customers grievances there is more possible to deduct the further appeals. RBI also
need to describe the jurisdiction especially matters relating loans and advances. RBI also
search and find a suitable solution for separate the DRT jurisdiction from ombudsman
jurisdiction. RBI also keen to give stipulations regarding ombudsman to all banks- especially
not to dilute the ombudsmans jurisdiction from a dispute. If those changes will take place
this scheme would be more attractive and effect.
Bibliography
1. Tannan, M L, Tannan's Banking Law and Practice in India, 23st edn., 2012, Wadhwa
and Wadhwa, Nagpur.
2. The

Banking

Ombudsman

Scheme,

2006,

(available

http://www.icicibank.com/pfsuser/customer/Banking_Ombudsman_Scheme.pdf)
3. Tannan, M L, Tannan's Banking Law, 1st edn., Lexis Nexis.
4. http://www.manupatrafast.com/articles/PopOpenArticle.aspx?ID=42b81d8e-b2ae4c91-8a0c-085a3cd84eda&txtsearch=Subject:%20Banking
5. https://www.rbi.org.in/Scripts/bs_viewcontent.aspx?Id=159

at