NPCI launches customer grievance redressal tool UPI-Help on BHIM

Unified Payments Interface (UPI) developer National Payments Corporation of India (NPCI) on Monday said it has rolled out customer grievance redressal tool on its native UPI app BHIM (short for Bharat Interface for Money). 

Called the UPI-Help, the new feature is in continuation to the Reserve Bank of India’s vision of having customer friendly and transparent dispute redressal mechanism (ODR), according to a statement.  

A part of Digi-Help stack by NPCI, UPI-Help will create a hassle-free experience on issue resolution for BHIM UPI app users, the statement added. 

UPI-Help will enable users check status for pending transactions, raise complaints for transactions that have not been processed or money not credited to the beneficiary, and raise complaints for merchant transactions. 

The new tool can also resolve complaints online for person-to-person (P2P) transactions. 

Additionally, in case of pending transactions where the user doesn’t take any action, UPI-Help will proactively attempt to auto update the final status of the transactions on the app. 

For the phase of launch, UPI-Help will be accessible to BHIM app users with linked bank accounts of State Bank of India, Axis Bank, HDFC Bank, and ICICI Bank. “Customers of Paytm Payments Bank and TJSB Sahakari Bank shall also be able to get the advantage of UPI-Help soon. Users of other banks participating in UPI will be able to enjoy the best of UPI-Help in the coming months,” the statement said.   

Incorporated as an initiative of the Reserve Bank of India (RBI) and Indian Banks' Association (IBA) in 2008, NPCI works as an umbrella organization for operating retail payments and settlement systems in India.   

Late last year, it completed a private placement of 4.3% of its equity shares to raise Rs 81.64 crore, after having made an offer to 131 RBI-regulated entities, of which 19 accepted, becoming shareholders of the umbrella organisation. 

NPCI’s products include RuPay card, Immediate Payment Service (IMPS), Unified Payments Interface (UPI),  BHIM, BHIM Aadhaar, National Electronic Toll Collection (NETC Fastag), and Bharat BillPay.