digital payment

 

In the past couple of years, electronics payment or electronics transactions have become more common in India. There are different types of transactions happening through electronic media like online offline purchasing, bill payment, online cash transfer etc…Etc. Most of them are successfully completed without any disappointment. Even so sometimes happening some exceptions in there. Failure of the transaction, fraudulent or cheating and technical error etc…Nevertheless, the lost will happen only the customer.

Now The Reserve Bank of India (RBI) has introduced the ‘Ombudsman Scheme for Digital Transactions’ (OCDD) system for such problems. Complaints regarding transactions using the electronic payment system can now be accessed to the Ombudsman only. The system has been designed to address complaints with regard to transactions that are non-banking and are used only by e-wallet/apps.

Ombudsman for Digital Transactions has been posted at 21 centers all over in India. The advantage of the ombudsman system is that there is no fee or expenses for submitting a complaint. Also could register a complaint through online or offline to the respected jurisdiction of the ombudsman.

 

GROUNDS OF COMPLAINT

Any person may file a complaint free of cost with the Ombudsman for Digital
Transactions having jurisdiction on any one of the following grounds alleging deficiency in service:

 

Prepaid Payment Instruments:

Non-adherence to the instructions of Reserve Bank by System Participants about Prepaid Payment Instruments on any of the following:

(Semi-closed System PPIs: These PPIs are issued by banks  and non-banks  for purchase of goods and services, including financial services, remittance facilities, etc., )

  • Failure in crediting merchant’s account within reasonable time;
  • Failure to load funds within reasonable time in wallets/cards;
  • Unauthorized electronic fund transfer;
  • Non/Refusal/failure to transfer within reasonable time, the balance in the Prepaid Payment Instruments to the holder’s ‘own’ bank account or back to the source at the time of closure, the expiry of validity period etc., of the Prepaid Payment Instrument;
  • Failure to refund within reasonable time / refusal to refund in case of unsuccessful / returned / rejected / cancelled / transactions;
  • Non-credit / delay in crediting the account of the Prepaid Payment Instrument holder as per the terms and conditions of the promotion offer(s) from time to time, if any;
  • Non-adherence to any other instruction of the Reserve Bank on Prepaid Payment Instruments.
Mobile / Electronic Fund Transfers:

Non-adherence to the instructions of the Reserve Bank on Mobile / Electronic fund transfers by System Participants on any of the following:

  • Failure to effect online payment/fund transfer within reasonable time;
  • Unauthorized electronic fund transfer;
  • Failure to act upon stop-payment instructions within the time frame and under the circumstances notified to the customers within a prescribed timeline;
  • Failure to reverse the amount debited from customer account in cases of failed payment transactions within a prescribed timeline;
  • Non-adherence to any other instruction of the Reserve Bank on Mobile / Electronic fund transfers.

Transactions through Unified Payments Interface (UPI) / Bharat Bill Payment System (BBPS) / Bharat QR Code / UPI QR Code on the following grounds:

  • Failure in crediting funds to the beneficiaries’ account;
  • Failure to return within reasonable time the payment to the originating member in case of failure to credit the funds to the beneficiary’s account;
  • Failure to / delay in refund of money back to account in case of transaction failure or declined transactions (i.e. failed transactions);
  • Non-adherence to any other instruction of the Reserve Bank on payment transactions / through Unified Payments Interface (UPI) / Bharat Bill Payment System (BBPS)/ Bharat QR Code / UPI QR Code.

Non-reversal / failure to reverse within reasonable time, funds wrongly transferred to the beneficiary account due to lapse at the end of System Participant.

Any other matter relating to the violation of the directives including on fees/charges,4 if any, issued by the Reserve Bank in relation to digital transactions.

 

PROCEDURE FOR FILING COMPLAINT

Any person who has a grievance on any one or more of the grounds mentioned above, himself or through his authorised representative (other than an advocate). Make a complaint to the Ombudsman for Digital Transactions within whose jurisdiction the branch or office of the System Participant complained against is located.

The complaint in writing shall be, as far as possible, in the form specified format or as near as thereto as circumstances admit, stating clearly:

  1. The name and the address of the complainant
  2. The name and address of the branch or office of the System Participant against which the complaint is made
  3. The facts giving rise to the complaint
  4. The nature and extent of the loss caused to the complainant; and
  5. The relief sought or.

The complainant shall file along with the complaint, copies of the documents, if any, which he/she proposes to rely upon.

 

Download digital transaction failure complaint form pdf

Address of the Office of the Ombudsman for Digital Transactions

Courtesy Reserve Bank of India

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