RBI Governor Shaktikanta Das on Saturday (March 18) insisted on creating a mechanism to quickly redress the complaints of users in digital payments. He said that currently in digital payments, users sometimes find it difficult to locate the required platform to lodge their complaints.

Need for a mechanism to resolve user complaints
Speaking at the Payment System Operators (PSO) conference in Kochi, Das said, “The availability and affordability of a mechanism through which user complaints can be resolved expeditiously is essential to ensure public confidence in digital payments.” ‘

Right now it is difficult for users to find the necessary platform to file a complaint
Shaktikanta Das said that the traditional bank branch model provides a physical location where customers can lodge their complaints. This may not be the case with digital payments, where users sometimes find it difficult to locate the appropriate platform to lodge their complaints. Das said, “The longer it takes for people to resolve their complaints, the more likely they are to reduce the use of digital payments in the future.”

Speedy resolution of transactions through PSO is an easy way to resolve customer complaints. The Governor said that the latest technology can also be leveraged to support rule-based resolution of grievances with zero to minimal manual intervention.