Issues related to ATM/ debit cards, mobile/ electronic banking, credit cards, failure to meet commitments and non-observance of fair practices code were the top-five grounds of complaints received at the Office of Banking Ombudsman (OBO) during July 2020-March 2021, said an RBI report.
Banking ombudsman, a quasi-judicial authority is formed with an intent to resolve the complaints of the customers of the Bank. Section 35A of the Banking Regulation Act, 1949 deals with Banking Ombudsman Scheme. It came into effect in 1995 and presently the Banking Ombudsman Scheme 2006 is in operation. The scheme covers not just scheduled Commercial Banks but also Regional Rural Banks and Scheduled Primary Co-operative Banks. Recently, RBI also extended the concept of Banking Ombudsman to NBFC’s as well.
The Reserve Bank of India (RBI) has released the Annual Report of the Ombudsman Schemes for the year 2020-21, which has been prepared for the nine-month period from July 1, 2020, to March 31, 2021, in alignment with the change in the financial year of the RBI from ‘July-June’ to ‘April-March’ with effect from July 1, 2020.
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It covers the activities under the Banking Ombudsman Scheme, 2006 (BOS), the Ombudsman Scheme for Non-Banking Financial Companies, 2018 (OSNBFC), and the Ombudsman Scheme for Digital Transactions, 2019 (OSDT).
“Complaints related to (a) ATM/debit cards and (b) mobile/electronic banking (c) credit cards (d) failure to meet commitments and (e) non-observance of fair practices code (FPC) were the top-five grounds of complaints received at the OBOs, ” it said.
The shares of ATM/debit card complaints, mobile/electronic banking and credit card complaints to total complaints received during July 1, 2020-March 31, 2021, stood at 17.40 per cent, 12.98 per cent and 12.36 per cent, respectively.
How To File Online Complaint With Ombudsman For Digital Transaction Failures?
The report said during the period under review, the groundwork for the launch of Reserve Bank-Integrated Ombudsman Scheme 2021 (RB-IOS), along with accompanying changes in the CMS have been carried out. RB-IOS, 2021 will replace the three existing Ombudsman Schemes: BOS, OSNBFC and OSDT.
The scheme was launched by Prime Minister Narendra Modi on November 12, 2021. It has adopted a ‘One Nation-One Ombudsman’ approach, for all customers of RBI-regulated entities. It will ensure that all customers have one platform, one email and one address to lodge, track and monitor their complaints anytime and from anywhere.RBI Yesterday launched an online platform where you can file an online complaint with Ombudsman for digital transaction failures. I think this is a wonderful move for all of us.
Before jumping into understanding the procedure to file an online complaint with Ombudsman for digital transaction failures, let us understand what is a digital transaction and how many options are currently available in India to transfer the fund.
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It is the way of payment or money transfer from one hand to another without using the cash, cheque or DD mode of payment. It is also called as electronic payment. It is an instant and convenient way of making payments or receive the payments.
Think about how the transactions used to happen just a few years back. We have to visit the bank or ATM to withdraw cash. Whenever we buy something or have to make a payment, we have to do it through cash, cheque or DD mode. The receiver has to visit the bank to deposit the cash, cheque or DD.
I no need to explain how one can make a payment using the Bank Cards (whether it may be Debit or Credit Card). It is the simple way of digital transaction, where you swap the card, enter your PIN and the transaction get completed.
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USSD Banking or *99# Banking is one more simple of doing banking transactions. You no need to have a smartphone to operate this facility. You can use this service for many financial and non-financial operations such as checking balance, sending money, changing MPIN and getting MMID.
USSD banking has a transaction limit of Rs. 5000 per day per customer. RBI has also set a maximum charge of Rs. 2.5 per operation.
AEPS means Aadhaar Enabled Payment System. Using this facility, you can do the transactions like Balance Enquiry, Cash Withdrawal, Cash Deposit, Aadhaar to Aadhaar funds transfer or Payment Transactions (C2B, C2G Transactions).
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UPI or Unified Payments Interface is a system that powers multiple bank accounts into a single mobile application (of any participating bank), merging several banking features, seamless fund routing & merchant payments into one hood.
Each Bank provides its own UPI App for Android, Windows and iOS mobile platform(s). You can do the transactions like Balance Enquiry, Transaction History, Send / Pay Money, Virtual Address (A/c no. & IFSC code, Mobile no. and MMID, Aadhaar (to be made functional)), Collect Money (Virtual Address), Add bank account, Change / Set MPIN, Notifications and A/c Management.
There are many good UPI apps available such as BHIM, SBI UPI app, HDFC UPI App, iMobile, PhonePe app etc. It is not mandatory to use the UPI app from your bank to enjoy UPI service. You can download and use any UPI app.
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A mobile wallet is a way to carry cash in digital format. You can link your credit card or debit card information in a mobile device to mobile wallet application or you can transfer money online to a mobile wallet. Instead of using your physical plastic card to make purchases, you can pay with your smartphone, tablet, or smartwatch. An individual’s account is required to be linked to the digital wallet to load money in it. Most banks have their e-wallets and some private companies. e.g. Paytm, Freecharge, Mobikwik, Oxigen, mRuppee, Airtel Money, Jio Money, SBI Buddy, itz Cash, Citrus Pay, Vodafone M-Pesa, Axis Bank Lime, ICICI Pockets, SpeedPay etc.
Using the banks provided Pre-Paid Cards, you do the online transactions. You have to load the money to the card using a branch or internet banking facility. Once it is loaded, then you can do the transactions. Loading wallet is mostly free. Transaction cost may vary from bank to bank.
You will get the services like Balance Enquiry, Passbook/ Transaction history, Add money (Bank A/c, All Cards), Accept Money, Pay money (Another wallet (mobile no.) with same provider, Pay merchant, Bar Code reader, Cash-Out (Cash withdrawal), Touch and Pay), Manage Profile and Notifications.
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A point of sale (PoS) is the place where sales are made. On a macro level, a PoS may be a mall, a market or a city. On a micro level, retailers consider a PoS to be the area where a customer completes a transaction, such as a checkout counter. It is also known as a point of purchase.
Using Internet Banking, you can do many banking transactions online (inclusive of fund transfer) like a request for a card, address change, nominee change, create FD, RDs or request for cheque book.
Mobile banking is a service provided by a bank or other financial institution that allows its customers to conduct different types of financial transactions remotely using a mobile device such as a mobile phone or tablet. It uses software, usually called an app, provided by the banks or financial institution for the purpose. Each Bank provides its own mobile banking App for Android, Windows and iOS mobile platform(s).
The Digital Banking Complaints To Be Redressed By Banking Ombudsman
Micro ATM meant to be a device that is used by a million Business Correspondents (BC) to deliver basic banking services. The platform will enable Business Correspondents (who could be a local kirana shop owner and will act as ‘micro ATM’) to conduct instant transactions.
This would enable a person to instantly deposit or withdraw funds regardless of the bank associated with a particular BC. This device will be based on a mobile phone connection and would be made available at every BC. Customers would just have to get their identity authenticated and withdraw or put money into their bank accounts. This money will come from the cash drawer of the BC. Essentially, BCs will act as bank for the customers and all they need to do is verify the authenticity of the customer using customers’ UID. The basic transaction types, to be supported by micro ATM, are Deposit, Withdrawal, Fund transfer and Balance enquiry.
By now you understood the types of digital transactions and their importance in our day to day life. However, one of us may face certain issues or problems while doing transactions. There may be transaction failures also.
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You have to knock the Ombudsman for Digital transactions only when you followed the below process at first. Otherwise, your complaint will not be entertained with Ombudsman for Digital Transactions. Hence, bear these below points before knocking the Ombudsman for Digital Transactions.
# In case of no or unsatisfactory response, within one year from the date of rejection of your complaint or 13 months from filing the complaint, then knock the Ombudsman.
# If you are dissatisfied with the ombudsman’s decision, you can approach the appellate authority— office of the deputy governor in charge of RBI’s department for overseeing the ombudsman.
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# Documents required for knocking the Ombudsman are-Your name and postal/billing address with Telephone No., Fax no., Email address, Name and address of the branch/bank/entity or its registered office against which you are complaining, Facts of the case with supporting documents (if any), Your
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