Roles & Responsibilities of NPCI
- a) NPCI owns and operates the Unified Payments Interface (UPI) platform
- b) NPCI prescribes rules, regulations, guidelines, and the respective roles,
responsibilities and liabilities of the participants, with respect to UPI. This also
includes transaction processing and settlement, dispute management and clearing cut-offs for
- c) NPCI approves the participation of Issuer Banks, PSP Banks, Third Party Application
Providers (TPAP) and Prepaid Payment Instrument issuers (PPIs) in UPI
- d) NPCI to provide a safe, secure and efficient UPI system and network
- e) NPCI provides online transaction routing, processing and settlement services to members
participating in UPI
- f) NPCI can, either directly or through a third party, conduct audit on UPI participants and
call for data, information and records, in relation to their participation in UPI
- g) NPCI provides the banks participating in UPI access to system where they can download
reports, raise chargebacks, update the status of UPI transactions etc.
Roles & responsibilities of PSP Bank
- a) PSP Bank is a member of UPI and connects to the UPI platform for providing UPI payment
facility to the PSP Bank and TPAP which in turn enables the end-user customers / merchants
- b) PSP Bank, either through its own app or TPAP’s app, on-boards and registers the end-user
customers on UPI and links their bank accounts to their respective UPI ID.
- c) PSP Bank is responsible for authentication of the end-user customer at the time of
registration of such customer, either through its own app or TPAP’s app
- d) PSP Bank engages and on-boards the TPAPs to make the TPAP’s UPI app available to the
- e) PSP Bank has to ensure that TPAP and its systems are adequately secured to function on
- f) PSP Bank is responsible to ensure that UPI app and systems of TPAP are audited to
safeguard security and integrity of the data and information of the end-user customer
including UPI transaction data as well as UPI app security
- g) PSP Bank has to store all the payments data including UPI Transaction Data collected for
the purpose of facilitating UPI transactions, only in India
- 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 TPAP
- 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
- 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
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
- 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.
- 4. The complaint can be raised for both the types of transactions i.e. fund transfer and
- 6. The end-user customer shall be kept communicated by the PSP / TPAP by means of updating
the status of such end-user customer’s complaint on the relevant app itself
What is NPCI?
NPCI is an authorized payment system operator by RBI. NPCI owns and operates UPI payment system.
What is PSP bank?
PSP is the banking company authorized to act as a Payment Service Provider (PSP) under the UPI framework. PSP engages the TPAP to provide UPI services to the end-user customers.
What is TPAPs?
Third Party Application Provider (TPAP) is an entity that provides the UPI compliant app(s) to the end-user customers to facilitate UPI based payment transactions.
What is Customer’s Bank?
The Bank where the end-user customer maintains his/her account that has been linked for the purpose of debiting/crediting the payment transactions made through UPI.
Who is End User Customer?
The end-user customer is the individual who uses UPI payment facility to send and receive payments.
We hereby confirm that:
- 1. We Omegaon Internet Pvt Ltd are a TPAP authorized by NPCI to facilitate payments through PSP Bank(s) namely "Yes Bank". We are a service provider and we participate in UPI through the PSP Bank.
- 2. We are bound by the tripartite agreement entered with the sponsor PSP Bank "Yes Bank" (name of the PSP bank(s) to be added) and NPCI. We are responsible for facilitating grievances / complaints resolution of the customers on-boarded on our UPI application.
- 3. We shall be the first point of contact for all UPI related grievances/complaints for customers on-boarded by us. In case the complaint/grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where you maintain the account) and NPCI in the same order. After exercising these options you can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.