Introduction :-
Sahaj Pay is committed to provide safe and secure customer service experience to all its customers. Acknowledging the importance of financial inclusion & customer protection, the Reserve Bank of India had issued a circular on Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Payment Transactions. (RBI/2018-19/101 DPSS.CO.PD.No.1417/02.14.006/2018-19 dated January 04, 2019) which requires all PPIs to formulate a Board approved policy in regard to customer protection and compensation in case of unauthorized electronic banking transactions.
Objective
This policy seeks to communicate in a fair and transparent manner, the stand of Sahaj Pay:
Customer protection (including mechanism of creating customer awareness on the risks and responsibilities involved in electronic banking transactions)
Customer liability in cases of unauthorized electronic banking transactions
Customer compensation due to unauthorized electronic banking transactions (within defined timelines)
Fraud Reporting – Direct 24x7 mechanism
Customers can raise complaint on any transaction which is unauthorized/fraudulent in nature on the Website and on Sahaj Pay.
Any unauthorized electronic banking transaction reported after 7 working days will be treated as 100% customer liability.
