RBI’s Ombudsman Scheme for Digital Transactions (OSDT)

RBI’s Digital ombudsman scheme covers the pending dispute regarding digital transactions with e-wallets and other PPI (Prepaid Instruments) like UPI, Bharat bill payment systems, paytm, PhonePe, amazon pay, google pay (g-pay), mobikwik etc

      Dear Readers, in this article  we will learn-

·        What is Digital ombudsman

·        Motive of formation

·        Role of digital ombudsman

·        Grievances addressed in digital ombudsman scheme

·        Procedures/steps to file a complaint with digital ombudsman 

What is Digital ombudsman:

RBI’s Digital transaction scheme covers the pending dispute regarding digital transactions with e-wallets and other PPI (Prepaid Instruments) like UPI, Bharat bill payment systems, paytm, PhonePe, amazon pay, google pay (g-pay), mobikwik etc

Motive of digital ombudsman’s formation

In India with the rise of digital transactions RBI feel the need of digital ombudsman due to rise in the number of disputes from the e-wallets service providers, keeping this in mind RBI form a digital ombudsman on 31st January 2019 (under payment and settlement system act 2007)

Role of digital ombudsman

Digital ombudsman plays a vital role in dispute settlement between the user and the e-wallet service provider, If you have a dispute with the e-wallet PPI/digital transactions and was unanswered or did not get proper/ satisfactory response or gets rejected by service provider internal ombudsman you can reach to RBI’s digital ombudsman

Grievances addressed in digital ombudsman scheme

Not following the guidelines of RBI by system participants

Failure/ delay in amount crediting in merchant account

Failure/ delay in loading of fund in wallet or card

Unauthorized electronic fund transfer

Failure to refund the amount of user on failed transactions

Procedures/steps to file a complaint with digital ombudsman

  • During this digital era there is huge surge in the digital payments  people are doing alot of  digital transactions in a day, few transaction due to technical Glitch people have to face a lot of problem due to to these technical issue so RBI set up ombudsman scheme for Digital transactions which covers grievance faced by customer during such circumstances generally these grievances are resolved by concerned service provider but sometimes customer activate a lot for the resolution during such circumstances customer may approach to digital ombudsman for grievance redressal

Procedure to file a complaint with digital payment ombudsman

Customer have to follow below procedure while writing a complaint physically or electronically

The aggrieved person should file the complaint in writing in appropriate format (Annexure ‘A’)and submit to the digital ombudsman 

The form should be duly signed by the complaint or his representative

Proof for copy object related documents is must to be attached with the complaint

The aggrieved person nascent is complaint the electronic medium to the mail ID of banking ombudsman available at the Reserve Bank of India website it is mandatory to attach the proof related documents with that the ombudsman can be approached if there is no reply a resolution within 30 days


Leave a Reply

Your email address will not be published. Required fields are marked *

Back To Top