Online Dispute Resolution (ODR) System for Digital Payments

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....Madam / Dear Sir, Online Dispute Resolution (ODR) System for Digital Payments Please refer to the Statement on Developmental and Regulatory Policies dated August 6, 2020 wherein the Reserve Bank of India (RBI) had announced introduction of Online Dispute Resolution (ODR) system for resolving customer disputes and grievances pertaining to digital payments, using a system-driven and rule-based....

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....n India thereafter or participating therein, shall make available the ODR system at the commencement of its operations. The minimum requirements of the ODR system are specified in Annex. 4. Based on experience gained, ODR arrangement would later be extended to cover disputes and grievances other than those related to failed transactions. Please note that if the grievance remains unresolved up t....

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...., with zero or minimal manual intervention. 3. Structure of the ODR system 3.1. Each PSO shall make available an ODR system for resolving disputes and grievances arising out of failed transactions and provide the participating PSPs an access to the system. 3.2. The PSO and its PSPs shall provide the customers an access for lodging the disputes and grievances relating to failed....

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....rievances 5.1. Customers shall be provided with one or more channels - web-based or paper-based complaint form, IVR, mobile application, call centre, SMS, through branches or offices, etc. - for lodging disputes and grievances. As mentioned above, such facility shall be  provided by the PSO as well as by the PSP (the issuer institutions with whom the customer has a relationship) with....