IND NPC Online Dispute Resolution

On Jun. 21, IND NPC introduced an online dispute resolution facility.

  • IND NPC introduced online dispute resolution (ODR) facility to expedite the resolution of customer complaints related to unified payments interface (UPI) transactions.
  • Follows IND NPC Nov. 2022 enabled customer complaint via website, see #162698.
  • Document dated Jun. 21, 2024, received from IND NPC Jun. 24, summarized Jun. 26.
  • ODR Facility
  • Member banks must ensure availability of ODR, maintain a high success rate for complaints resolved through ODR, and encourage customers to use this facility.
  • Chargeback timeline for customers to raise disputes will be uniformly set to 45 days for all categories of transactions, applies regardless of when the transaction occurred.
  • NPC will maintain transaction data according to the revised 45-day turnaround time.
  • Banks are advised that transaction searches beyond 45 days will not be available unless a dispute is present, in which case details can be provided up to 190 days.
  • UPI dispute and incident reporting/ODR complaints shall also be managed within the 45-day timeline; no changes in file formats or settlement processes for disputes.
  • Effectiveness
  • Revised chargeback timeline will be effective from Jul. 25, 2024.

Regulators IND NPC
Entity Types Bank; MSB
Reference Lt NPCI/UPI/OC No.198/2023-24, 6/21/2024
Functions Complaints; Compliance; Financial; Operations; Reporting
Countries India
Products Banking; Payments
Regions AP
Rule Type Final
Rule Date 6/21/2024
Effective Date 7/25/2024
Rule Id 216918
Linked to Rule :162698
Reg. Last Update 6/21/2024
Report Section International

Last substantive update on 06/27/2024