{"id":219876,"date":"2019-09-23T10:30:36","date_gmt":"2019-09-23T05:00:36","guid":{"rendered":"https:\/\/www.scconline.com\/blog\/?p=219876"},"modified":"2019-09-23T09:55:43","modified_gmt":"2019-09-23T04:25:43","slug":"harmonisation-of-turn-around-time-tat-and-customer-compensation-for-failed-transactions-using-authorised-payment-systems","status":"publish","type":"post","link":"https:\/\/www.scconline.com\/blog\/post\/2019\/09\/23\/harmonisation-of-turn-around-time-tat-and-customer-compensation-for-failed-transactions-using-authorised-payment-systems\/","title":{"rendered":"Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems"},"content":{"rendered":"<p style=\"text-align: justify;\"><strong>It has been observed that a large number of customer complaints emanate on account of unsuccessful or \u2018failed\u2019 transactions. Failure could be on account of various factors not directly attributable to the customer such as disruption of communication links, non-availability of cash in ATMs, time-out of sessions, non-credit to beneficiary\u2019s account due to various causes, etc. Rectification \/ Compensation paid to the customer for these \u2018failed\u2019 transactions is not uniform.<\/strong><\/p>\n<p style=\"text-align: justify;\">After consultation with various stakeholders, the framework for TAT for failed transactions and compensation therefor has been finalised which will result in customer confidence and bring in uniformity in processing of the failed transactions. The same is enclosed as <a class=\"links\" href=\"https:\/\/www.rbi.org.in\/Scripts\/NotificationUser.aspx?Id=11693&amp;Mode=0#AN\">Annex<\/a> to this circular.<\/p>\n<p style=\"text-align: justify;\">It may be noted that :<\/p>\n<ul style=\"text-align: justify;\">\n<li>the prescribed TAT is the outer limit for resolution of failed transactions; and<\/li>\n<li>the banks and other operators \/ system participants shall endeavour towards quicker resolution of such failed transactions.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Wherever financial compensation is involved, the same shall be effected to the customer\u2019s account suo moto, without waiting for a complaint or claim from the customer.<\/p>\n<p style=\"text-align: justify;\">Customers who do not get the benefit of redress of the failure as defined in the TAT, can register a complaint to the Banking Ombudsman of Reserve Bank of India.<\/p>\n<p style=\"text-align: justify;\">This directive is issued under Section 10(2) read with Section 18 of the Payment and Settlement Systems Act, 2007 (Act 51 of 2007) and shall come into effect from October 15, 2019.<\/p>\n<hr \/>\n<p style=\"text-align: justify;\"><strong>Reserve Bank of India<\/strong><\/p>\n<p style=\"text-align: right;\"><strong>[Notification dt. 20-09-2019]<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It has been observed that a large number of customer complaints emanate on account of unsuccessful or \u2018failed\u2019 transactions. Failure could be <\/p>\n","protected":false},"author":8808,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4,1193],"tags":[37687,37688,37686],"class_list":["post-219876","post","type-post","status-publish","format-standard","hentry","category-legislationupdates","category-notifications","tag-customer-compensation","tag-failed-transactions","tag-turn-around-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems | SCC Times<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.scconline.com\/blog\/post\/2019\/09\/23\/harmonisation-of-turn-around-time-tat-and-customer-compensation-for-failed-transactions-using-authorised-payment-systems\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems\" \/>\n<meta property=\"og:description\" content=\"It has been observed that a large number of customer complaints emanate on account of unsuccessful or \u2018failed\u2019 transactions. 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Madras High Court answers","author":"Apoorva","date":"May 22, 2023","format":false,"excerpt":"Madras High Court said that the RBI guidelines are issued not as a formality, but the entities subjected to the RBI regulations should comply with the conditions of the master circular in its true letter and spirit","rel":"","context":"In &quot;Case Briefs&quot;","block_context":{"text":"Case Briefs","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/"},"img":{"alt_text":"madras high court","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/04\/madras-high-court.webp?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/04\/madras-high-court.webp?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/04\/madras-high-court.webp?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/04\/madras-high-court.webp?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":218361,"url":"https:\/\/www.scconline.com\/blog\/post\/2019\/08\/19\/usage-of-atms-free-atm-transactions-clarifications\/","url_meta":{"origin":219876,"position":2},"title":"Usage of ATMs \u2013 Free ATM transactions \u2013 Clarifications","author":"Bhumika Indulia","date":"August 19, 2019","format":false,"excerpt":"Clarification issued by Reserve Bank of India\u00a0 It has come to our notice that transactions that have failed due to technical reasons, non-availability of currency in ATMs, etc., are also included in the number of free ATM transactions. It is hereby clarified that transactions which fail on account of technical\u2026","rel":"","context":"In &quot;Legislation Updates&quot;","block_context":{"text":"Legislation Updates","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":142851,"url":"https:\/\/www.scconline.com\/blog\/post\/2017\/07\/17\/rbi-limlits-liability-of-customers-in-unauthorised-electronic-banking-transactions\/","url_meta":{"origin":219876,"position":3},"title":"RBI limits liability of customers in unauthorised electronic banking transactions","author":"Saba","date":"July 17, 2017","format":false,"excerpt":"Please refer to our\u00a0circular DBOD.Leg.BC.86\/09.07.007\/2001-02 dated April 8, 2002\u00a0regarding reversal of erroneous debits arising from fraudulent or other transactions. 2. 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Kantikar (Member) expressed that, customer avails of Locker hiring facility is so that they may rest assured that their assets are being properly taken care of, but in the present matter, OP Bank failed\u2026","rel":"","context":"In &quot;Case Briefs&quot;","block_context":{"text":"Case Briefs","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/"},"img":{"alt_text":"National Consumer Disputes Redressal Commission","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2018\/08\/NCDRC_.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2018\/08\/NCDRC_.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2018\/08\/NCDRC_.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2018\/08\/NCDRC_.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2018\/08\/NCDRC_.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]}],"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts\/219876","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/users\/8808"}],"replies":[{"embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/comments?post=219876"}],"version-history":[{"count":0,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/posts\/219876\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/media?parent=219876"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/categories?post=219876"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.scconline.com\/blog\/wp-json\/wp\/v2\/tags?post=219876"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}