Failed digital transactions bothering you? Here's how the Ombudsman can help you
The Reserve Bank Of India had introduced an Ombudsman Scheme for Digital transactions in 2019, under Section 18 of Payment and Settlement Systems Act
The surge in digital transactions in the last few years is a testimony to the growing adoption of digital payments by citizens. With so many users, chances of failed payments also rise. So, what steps should you take if your digital transaction fails?
The Reserve Bank Of India had introduced an Ombudsman Scheme for Digital transactions in 2019, under Section 18 of Payment and Settlement Systems Act. In case of failed digital transactions in reference to prepaid payment instruments like mobile wallets, electronic money transfers or failures related to mobile, the user can file a complaint to the Ombudsman for digital transactions after not getting a reply within 30 days from the service provider. The complaint can also be filed in case of unsatisfactory reply.
Th user can file a complaint by sending a letter to the office of the Ombudsman through post, fax or hand delivery. The other way of filing the complaint through an email, which is mentioned in the RBI’s website. The complaint should be filed with the ombudsman under whose jurisdiction the service provider comes.
It is pertinent to note that advocates cannot appear on behalf of the complainant. Also, there is no charge for filing such complaints.
The Ombudsman will give the compensation amount over and above the disputed amount. The compensation amount will be Rs 20 lakh or restricted to the amount equal to the act or omission or commission, whichever is lower. Additionally, the complainant can also get compensation up to Rs 1 lakh on the grounds of mental tension or harassment.