RBI & NPCI Guidelines

As per RBI circular on "Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions":

• Zero Liability: Customer has zero liability if the unauthorized transaction is due to bank's negligence or a third-party breach where neither the bank nor customer is at fault, and the customer notifies the bank within 3 working days.
• Limited Liability: If reported within 4-7 working days, customer liability is limited to the transaction value or Rs. 10,000-25,000 depending on the account type.
• Full Liability: If reported after 7 working days, customer liability is as per bank's board-approved policy.

NPCI provides a structured dispute resolution mechanism for UPI transactions:

• Raise complaint through your UPI app within 30 days
• Bank must resolve within 5 working days for amount credit
• If unresolved, escalate to NPCI through the UPI app
• NPCI adjudicates within 30 days
• Further escalation to Banking Ombudsman if needed