Each PPI issuer shall have a grievance redressal mechanism in place as per the below guidelines:
A complaint facility portal shall be accessible to the PPI holders over the website or mobile application. Upon receiving the complaint, the holder shall be sent the complaint number and shall be shared the updates on the complaint on the registered contact number or email address. The facility shall record the time and date of delivery of the message and receipt of the customer’s response if any. The user shall be able to track the status of his complaint on the portal.
The communication shall be in English, Hindi, and/or local language
Signage and escalation matrix
PPI agents shall share the proper signage of the PPI issuer and the customer care contact number. PPI issuer shall display the contact details of the customer care through different channels, including but not limited to web portals, documents shared with the holder at the time of onboarding. The details shall also include the information on the nodal officers, escalation matrix, and authorized/designated agents
Turn Around Time
PPI issuer shall initiate the action on the complaint within 48 hours of receipt.
PPI issuer shall resolve the complaint within 30 days from the date of receipt.
If the resolution or the process of determination of the customer liability exceeds 90 days from the date of complaint registration, then the customer shall be compensated for as in Determining Customer Liability.
The amount shall be credited to the PPI account within 10 days, irrespective of any breach to the reversal breaches the maximum permissible limit applicable to that type/category of PPI, in case of any reported unauthorized payment.
For every payment made through the PPI, the holder shall be sent the payment details along with the complaint number/email address that can be reached out by them in case the payment is unauthorized.