Last Updated on June 25, 2026 by Satish Mishra

The Ministry of Home Affairs (MHA) has issued a new Standard Operating Procedure (SOP) for 2026 to streamline the process of unfreezing bank accounts and resolving cyber fraud complaints. This SOP applies to all banks, Law Enforcement Agencies (LEAs), and financial intermediaries like payment gateways and crypto exchanges. 2026 Cyber CRIME SOP provides entire mechanism for Accused Account unfreeze in steps.

The adoption of a comprehensive Standard Operating Procedure (SOP) issued by the Government of India to combat cybercrime. This protocol governs the National Cybercrime Reporting Portal (NCRP) and the Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS), focusing on the immediate restoration of defrauded funds to victims. It outlines specific mandates for banks, e-commerce platforms, and digital asset providers to freeze suspicious transactions and verify account identities through enhanced due diligence. The framework establishes a Grievance Redressal Mechanism to protect citizens’ rights while providing law enforcement with clear legal pathways for the interim custody and seizure of criminal proceeds. Ultimately, the guidelines aim to create a resilient financial ecosystem by ensuring accountability among all stakeholders and simplifying the recovery process for cybercrime victims.

Cyber CRIME SOP (Standard Operating Procedure) 2026

The new process for unfreezing an account or removing a lien is divided into several key stages:

1. Initiating the Grievance

• Visit the Bank: To unfreeze an account, you must visit your base branch.
• Representation: If the account holder is a senior citizen, has a physical disability, or is terminally ill, they can appoint someone else to visit the branch and submit the grievance in writing on their behalf.
• Bank’s Action: Once you submit your complaint, the bank must log your grievance on the CFCRMS portal (Citizen Financial Cyber Fraud Reporting and Management System) within 7 days.

2. Bank Verification (EDD/CDD)

Before the grievance is forwarded, the bank will perform Enhanced Due Diligence (EDD). This involves:

• KYC and Address Verification: The bank will verify your documents and may perform a physical address verification.
• Transaction Explanation: You will be required to fill out an EDD form explaining the nature of the transactions in your account.

3. Investigation via Video Conferencing

A major update in the 2026 SOP is the shift toward digital verification to avoid unnecessary travel:

• Video Call Verification: Investigation and verification will preferably be conducted via video conference.
• Participants: The video call will include the account holder, the Investigating Officer (IO), and the bank’s grievance officer.
• Physical Appearance: You should not be called to appear in person unless it is deemed unavoidable for the investigation or if a formal FIR/e-FIR has been lodged against you.

4. Timelines for Resolution

• 15-Day Window: If the Investigating Officer is satisfied with your explanation during the verification, they must instruct the bank to remove the hold within 15 days.
• Non-Response: If the IO does not reply within 15 days, the grievance is automatically forwarded to the District Grievance Officer.
• 90-Day Maximum Limit: The SOP states that an amount cannot generally be held for more than 90 days without a lawful direction or court order. If no decision is made by the 75th day, the bank will intimate the LEA. If no further instructions are received by the 90th day, the bank can remove the hold after completing its own EDD.

5. Restoration of Digital Services

If your digital banking services (UPI, ATM, Net Banking) were suspended due to multiple complaints, the maximum suspension period is generally 45 days. After this, the bank must unfreeze these services unless the IO specifically provides a written instruction to continue the suspension.

Important Note: As of the time of the source’s recording, this SOP is in the process of being implemented. There may be a slight delay in banks fully adopting these procedures because the CFCRMS portal integration is still being completed across all branches.

Watch CyberDost speak on this SOP and follow.

What happens if the 90-day time limit expires?

According to the 2026 SOP, the 90-day time limit refers to the period starting from when the bank submits a grievance on the CFCFRMS portal. If no lawful directions regarding the continuation or discontinuation of a hold are received within this period, the following actions occur:

• Intimation at 75 Days: Between the 75th and 90th day (15 days before the limit expires), the bank must intimate the concerned Law Enforcement Agency (LEA) that it intends to remove the hold.
• Extension Window: If an Investigating Officer (IO) finds it necessary for the investigation, they can request an extension of the hold for up to an additional 90 calendar days. This extension must be communicated to the bank, and an SMS or email notification will be sent to the account holder.
• Automatic Removal by Bank: If, by the end of the 90 days, there is no court petition for the release of the amount and no specific request from the LEA to extend the hold, the bank shall remove the hold on its own.
• Requirements for Removal: For the bank to unfreeze the amount after the 90-day period, it must:
  • Receive a request from the account holder to remove the hold.
  • Complete its own Enhanced Due Diligence (EDD) process.
  • Update the status of the hold removal on the CFCFRMS portal.

The SOP emphasizes that an amount generally cannot be held for more than 90 days without a specific lawful direction or clarification from the investigating authorities. However, this 90-day rule specifically applies to amount holds; for suspension of digital banking services (like UPI or ATM access), the maximum period is generally 45 days unless the IO provides a written instruction to continue the suspension.

Also Read-Reporting a Cyber Crime in Chandigarh Panchkula Mohali

What is Enhanced Due Diligence process for hold removal

The Enhanced Due Diligence (EDD) process, also referred to as Customer Due Diligence (CDD), is a mandatory verification procedure that banks must follow under the 2026 Standard Operating Procedure (SOP) before a hold on a bank account can be removed,. This process ensures the legitimacy of the account holder and the disputed transactions.

The EDD process for hold removal consists of the following key steps:

1. In-Person Initiation

• Branch Visit: To start the process, the affected person must visit their base branch or a designated office.
• Representational Filing: If the account holder is a senior citizen, specially-abled, or suffering from a terminal illness and cannot visit physically, they may appoint another person to submit the grievance in writing on their behalf,,.

2. Mandatory Bank Verifications

The bank is required to perform several verification steps as per RBI circulars and Master Directions,:

• KYC Verification: The bank re-verifies the account holder’s Know Your Customer (KYC) documentation,,.
• Physical Address Verification: In many cases, the bank will conduct a physical visit to the account holder’s registered address to confirm their residency,,.
• EDD Form and Justification: The account holder must fill out an EDD form provided by the bank,. In this form, they must provide a detailed explanation and justification for the transactions that were flagged as suspicious,.

3. Submission to the CFCFRMS Portal

• 7-Day Timeline: If the bank is satisfied with the bona fides of the credentials and the provided transaction justifications, it must submit the grievance to the Grievance Redressal Module of the CFCFRMS portal,.
• Submission Window: This must be done at the earliest and no later than 7 calendar days from the date the account holder filed their complaint.

4. Collaborative Video Verification

A critical part of the modern EDD process is digital verification to minimize the need for the account holder to travel to distant police stations:

• Video Conference: The Investigating Officer (IO) or Police Officer assigned to the case will conduct a verification call, preferably via video conference,.
• Participants: This call typically includes the account holder, the IO, and a representative from the bank branch (often the bank’s grievance officer).
• Shared Findings: During the call, the bank officer shares the results of their EDD and physical address verification with the police to assist in the final decision.

5. Final Hold Removal

• Police Instruction: If the IO is satisfied with the results of the EDD and the video verification, they must direct the bank to remove the hold within 15 calendar days.
• The 90-Day “Fallback” Rule: If no lawful direction (either to continue or discontinue the hold) is received within 90 days of the grievance being submitted, the bank can independently remove the hold,. However, the bank must first complete its own EDD and notify the Law Enforcement Agency (LEA) 15 days before the 90-day period expires.

Also Read-SOP for (NCRP) – Indian Cyber Crime Coordination Centre (I4C)

Arrange the video conference for verification

Under the 2026 SOP, you do not arrange the video conference directly; instead, it is initiated by the Investigating Officer (IO) after you have completed the initial steps at your bank branch.

To facilitate this process, follow these steps:

1. File a Grievance at Your Bank

The process begins with you visiting your base branch (the branch where your account is held) or a designated office. If you are a senior citizen, specially-abled, or terminally ill, you may appoint another person to submit this grievance in writing on your behalf.

• Enhanced Due Diligence (EDD): The bank will re-verify your KYC and require a justification for the disputed transactions.
• Portal Submission: Once convinced of your bona fides, the bank must submit your grievance to the Grievance Redressal Module of the CFCFRMS portal within 7 calendar days.

2. Assignment of an Investigating Officer (IO)

Once the bank logs the grievance, it is automatically assigned to the Investigating Officer (IO) or Police Officer in charge of the case.

3. Issuance of Notice for Verification

The IO will verify your request and issue a notice (either physical or electronic) to you. According to the SOP, this verification should preferably be conducted through a video conference to avoid requiring you to appear in person, especially if the police station is in a different state.

4. The Video Conference Setup

The IO is responsible for coordinating the call, which typically involves the following:

• Participants: The video conference will include you (the account holder), the Investigating Officer, and a representative from your bank branch (usually the bank’s grievance officer).
• Platform: The IO may use the CIAR module of the Samanvaya Platform to assist with the verification process.
• Security: The conference must be conducted using duly verified accounts to prevent impersonation.

Also Read-CyberCrime Bank Account Freeze– Legal Advice Lawyer

Key Benefits

• Avoiding Travel: The SOP explicitly states that account holders should not be called to appear in person unless it is deemed “unavoidable” for the investigation or if a formal FIR has been issued against you.
• Timely Resolution: If the IO is satisfied with the video verification and your explanations, they must direct the bank to remove the hold within 15 calendar days.

Also Read-Bank Account Frozen by Cyber Crime? 2026 SOP Guide

How Cyber Crime Wing IO Proceeds with Complaint

According to the 2026 Standard Operating Procedure (SOP), the Cyber Police proceed with a complaint through a structured, multi-stage process designed to establish a money trail in real-time and resolve disputes efficiently.

1. Complaint Registration and Initial Evaluation

The process begins when a citizen reports a fraudulent transaction through one of three channels: the National Cybercrime Reporting Portal (NCRP), the 1930 Helpline, or directly at a Police Station.

• Acknowledgment: The complainant receives a 14-digit acknowledgment number.
• Genuineness Check: Before escalating, the police officer must satisfy themselves that a Cyber-Enabled Financial Crime (CEFC) has actually occurred. The SOP strongly discourages “motivated” or fake complaints; any officer found pushing fake complaints to the system may face suspension.

2. Escalation to the CFCFRMS Portal

Once verified as genuine, the complaint is submitted to the Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS).

• Real-time Interventions: This portal integrates police agencies with banks and financial intermediaries to allow for real-time interventions to prevent money from leaving the financial system.
• Establishment of Money Trail: The system automatically establishes the trail of defrauded money across various layers of accounts.

3. Immediate Interventions (Holding and Seizure)

The police use different legal notices to restrict funds depending on the stage of the investigation:

• Amount Hold: Under Section 168 read with Section 94 of the BNSS, police issue electronic notices to banks to put specific disputed amounts on hold.
• Seizure and Service Suspension: If an FIR or e-FIR is lodged, the police can issue orders under Section 106 of the BNSS to seize entire accounts or suspend digital banking services (like UPI, ATM, or Net Banking).

4. Investigation and Verification

The Investigating Officer (IO) is responsible for verifying the legitimacy of the transactions in the suspected accounts:

• Issuance of Notice: The IO issues a notice (physical or electronic) to the account holder to appear for verification.
• Video Conference Preference: To avoid unnecessary travel, the SOP mandates that verification should preferably be conducted via video conference. The call typically involves the IO, the account holder, and a bank grievance officer.
• Local Police Assistance: For physical verifications of addresses, the IO can seek assistance from the account holder’s local police station using the CIAR module of the Samanvaya Platform.

5. Resolution and Restoration

Based on the investigation, the police take final action:

• Satisfactory Explanation: If the IO is satisfied with the account holder’s explanation, they must direct the bank to remove the hold within 15 calendar days.
• Money Restoration: If the funds are determined to belong to the victim, the IO uses the Money Restoration Module to return the money.
  • Single Victim: For amounts under ₹50,000, interim custody can be given under Section 106(3) of the BNSS.
  • Multiple Victims: If multiple victims claim the same funds, the police apply a pro-rata distribution principle (proportionate to each victim’s loss).
• Inaction Fallback: If the IO does not provide a decision within 15 days of a grievance being filed, the matter is automatically escalated to the District Grievance Officer.

Note: The sources state that as of the time of the recording, this SOP was still in the process of being fully implemented across all bank branches due to portal integration requirements.

Also Read-Government’s New SOP to Unfreeze Bank Accounts

How Accused Can unfreeze his account

An account holder whose account has been frozen or put on hold (often referred to as the suspect account holder) can unfreeze it by following the structured Grievance Redressal Mechanism outlined in the 2026 Standard Operating Procedure (SOP).

The process involves the following key steps:

1. Initiate the Grievance at the Bank

• Visit the Base Branch: The account holder must visit the bank branch where the account is held to facilitate the re-verification of their information.
• Representation: If the account holder is a senior citizen, specially-abled, or suffering from a terminal illness and cannot visit in person, they may appoint another person to submit a written grievance on their behalf.
• Enhanced Due Diligence (EDD): The bank will perform Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD). This involves re-verifying KYC documents, a physical visit to the registered address by bank officials, and the account holder filling out an EDD form to justify the transactions in question.

2. Submission to the CFCFRMS Portal

• 7-Day Timeline: Once the bank is satisfied with the account holder’s bona fides, it must submit the grievance to the Grievance Redressal Module of the Citizen Financial Cyber Fraud Reporting and Management System (CFCFRMS) portal. This submission must happen within 7 calendar days of the person filing their complaint at the bank.

3. Verification by Law Enforcement

• Assignment of an Officer: After the grievance is logged on the portal, it is assigned to an Investigating Officer (IO) or a police officer, with the District Grievance Officer kept in the loop.
• Video Conference Verification: The IO will issue a notice to the account holder for verification. The SOP mandates that these verifications should preferably be conducted via video conference to avoid the need for the account holder to travel to a distant police station.
• Participants: The video call typically includes the account holder, the IO, and a representative from the bank branch.
• Physical Appearance: The account holder should not be called to appear in person unless it is deemed unavoidable for the investigation or if a formal FIR/e-FIR has been registered against them.

4. Timelines for Resolution

• 15-Day Decision Window: If the IO is satisfied with the explanations provided during the verification, they must instruct the bank to remove the hold within 15 calendar days.
• Automatic Escalation: If the IO does not address the grievance within 15 days, it is automatically notified to the District Grievance Officer for review.
• 45-Day Limit for Digital Services: If digital banking services (like UPI or ATM access) were suspended, the bank must generally unfreeze them after 45 days, unless the IO specifically provides a written instruction to continue the suspension.

5. The 90-Day “Fallback” Rule

If no lawful direction regarding the continuation or removal of a hold is received within 90 calendar days of the grievance being submitted:

• Bank Intimation: 15 days before the 90-day limit expires (around day 75), the bank will intimate the Law Enforcement Agency (LEA) of its intent to remove the hold.
• Removal of Hold: If there is no court petition for the release of the amount and no request from the LEA for an extension, the bank shall remove the hold after completing its own EDD and receiving a formal request from the account holder.
• Extension: The IO can only extend the hold for an additional 90 days if they find it strictly necessary for the ongoing investigation.

Also Read-How to File a Complaint With the Cyber Cell?

Important Note: The sources mention that as of early 2026, some banks may still be in the process of fully integrating the CFCFRMS portal, which could cause slight delays in the immediate implementation of these timelines.

Hope this post Help. Last, don’t be your own lawyer and seek professional legal advice where it is necessary since dealing with Police officials directly can be a disadvantage, sometimes; in my experience. Rest, you are best to decide your fate by choices you make. Good luck!

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