h) PSP Bank is responsible to give all UPI customers an option to choose any bank account from the list
of Banks available on UPI platform for linking with the customer’s UPI ID.
i) PSP Bank is responsible to put in place a grievance redressal mechanism for resolving complaints and
disputes raised by the end-user customer
Roles & responsibilities of Omegaon Internet Pvt Ltd (TPAP- Third Party App provider)
a) TPAP is a service provider and participates in UPI through PSP Bank
b) TPAP is responsible to comply with all the requirements prescribed by PSP Bank and NPCI in relation
to TPAP’s participation in UPI
c) TPAP is responsible to ensure that its systems are adequately secured to function on the UPI platform
d) TPAP is responsible to comply with all the applicable laws, rules, regulations and guidelines etc.
prescribed by any statutory or regulatory authority in relation to UPI and TPAP’s participation on the
UPI platform including all circulars and guidelines issued by NPCI in this regard
e) TPAP has to store all the payments data including UPI Transaction Data collected by TPAP for the
purpose of facilitating UPI transactions, only in India
f) TPAP is responsible to facilitate RBI, NPCI and other agencies nominated by RBI/ NPCI, to access the
data, information, systems of TPAP and carry out audits of TPAP, as and when required by RBI and
NPCI
g) TPAP shall facilitate the end-user customer with an option of to raise grievance through the TPAP’s
UPI app, e-mail, messaging platform, IVR etc. for redressal of customer grievances
Dispute Redressal Mechanism
1. Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app
/ TPAP app.
2. End-user customer can select the relevant transaction and raise a complaint in relation thereto
3. A complaint shall be first raised with the relevant TPAP in respect to all UPI related grievances /
complaints of the end-user customers on-boarded by the PSP Bank (if the UPI transaction is made
through TPAP app). In case the complaint / grievance remains unresolved, the next level for
escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its
account) and NPCI, in the same order. After exercising these options, the end-user customer can
approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case
may be.