What is the NPCI's dispute resolution process for issues with its services?

The NPCI (National Payments Corporation of India) provides a dispute resolution process for issues related to its services. Here are the general steps involved in the dispute resolution process:

1. Contact the Bank: If you encounter any issue or dispute related to NPCI services such as UPI or IMPS, the initial step is to contact your bank. Reach out to your bank's customer support helpline or visit the nearest branch to report the problem. Provide them with the details of the transaction, including transaction ID, date, amount, and a clear explanation of the issue.

2. Lodge a Complaint: If the issue is not resolved by contacting the bank directly, you can file a formal complaint with the bank's grievance redressal department. Banks have a dedicated grievance redressal mechanism to address customer complaints. Submit a written complaint via email or letter, clearly explaining the problem and providing relevant transaction details. Keep copies of all communication for future reference.

3. Contact NPCI: If the issue remains unresolved or if you are not satisfied with the bank's response, you can escalate the matter to NPCI. NPCI operates a dedicated Customer Grievance Redressal Mechanism (CGRM) to handle complaints related to its services. Visit the NPCI's official website and navigate to the "Grievance Redressal" section to find the contact details and the procedure for lodging a complaint with NPCI.

4. Ombudsman's Office: If the issue is still not resolved to your satisfaction, you can further escalate the matter to the Banking Ombudsman appointed by the Reserve Bank of India (RBI). The Banking Ombudsman is an independent authority that resolves bankingrelated complaints. File a complaint with the respective Banking Ombudsman's office, providing all the necessary details and supporting documents.

It's important to maintain proper documentation of all communication, transaction details, complaint reference numbers, and any other relevant information throughout the dispute resolution process. This will help in providing evidence and tracking the progress of your complaint.

Please note that the specific process and contact information for dispute resolution may vary depending on the nature of the issue, the bank involved, and the specific NPCI service you are using. It is advisable to refer to the official documentation of NPCI or contact their customer support for detailed instructions specific to your situation.