Friday, March 3, 2023

How to Complain AEPS Failed Transaction in NPCI ?

What is AEPS ?

AEPS stands for Aadhaar Enabled Payment System. It is a type of payment system in India that allows individuals to perform banking transactions using their Aadhaar number and biometric authentication. AEPS was launched by the National Payments Corporation of India (NPCI) in 2016, and it has since become a popular method of banking for individuals who do not have access to traditional banking services or for those who prefer a more convenient and secure way of banking.

With AEPS, individuals can perform a variety of banking transactions, such as cash withdrawals, balance inquiries, and fund transfers, using their Aadhaar number and biometric authentication. AEPS is available through various banking agents, such as BCs (Business Correspondents), and can be accessed through a mobile phone or a micro-ATM. AEPS is considered a safe and secure method of banking as it uses biometric authentication to verify the identity of the individual performing the transaction.

How dose work AEPS ?

AEPS (Aadhaar Enabled Payment System) is a payment system that uses the Aadhaar number and biometric authentication to facilitate banking transactions. Here's how it works:

  1. Customer Authentication: The customer initiates a transaction using their Aadhaar number and selects the desired transaction type (such as cash withdrawal, balance inquiry, or fund transfer).
  2. Micro-ATM or POS Machine: The AEPS transaction request is sent to a micro-ATM or a Point of Sale (POS) machine operated by a banking correspondent (BC).
  3. Biometric Authentication: The customer's biometric data, such as fingerprints or iris scans, is captured by the micro-ATM or POS machine and sent to the Aadhaar server for verification.
  4. Transaction Processing: Once the Aadhaar server verifies the customer's biometric data, the transaction is processed, and the customer can complete the desired banking transaction.
  5. Confirmation: The customer receives a confirmation message on the micro-ATM or POS machine, confirming the transaction details.

What is the role of NPCI for AEPS Transaction?

The National Payments Corporation of India (NPCI) is responsible for the implementation and management of AEPS (Aadhaar Enabled Payment System) in India. Here are some of the roles and responsibilities of NPCI for AEPS transactions:

  1. Developing and maintaining the AEPS infrastructure: NPCI is responsible for developing and maintaining the AEPS infrastructure, including the Aadhaar authentication system, micro-ATMs, and POS machines.
  2. Setting transaction limits and guidelines: NPCI sets transaction limits and guidelines for AEPS transactions, including the maximum amount that can be withdrawn or transferred through AEPS.
  3. Monitoring and regulating AEPS transactions: NPCI monitors and regulates AEPS transactions to ensure that they comply with the guidelines and regulations set by the Reserve Bank of India (RBI).
  4. Providing support and training: NPCI provides support and training to banking correspondents (BCs) and other stakeholders involved in AEPS transactions to ensure that they can effectively use the AEPS infrastructure.
  5. Ensuring security and reliability: NPCI is responsible for ensuring the security and reliability of AEPS transactions, including measures to prevent fraud and protect customer data.

Overall, NPCI plays a crucial role in the implementation and management of AEPS transactions in India, ensuring that they are safe, reliable, and accessible to all.


What to do if AEPS transaction is failed and amount debit from customer bank ?

If an AEPS (Aadhaar Enabled Payment System) transaction is failed, but the amount has been debited from the customer's bank account, the customer should follow these steps:

  1. Check transaction status: The customer should check the transaction status on the micro-ATM or POS machine, which will display the transaction status, including whether the transaction was successful or not.
  2. Contact BC or Bank: If the transaction was unsuccessful but the amount has been debited from the customer's account, the customer should immediately contact the banking correspondent (BC) or the bank where they hold their account. The BC or bank can assist the customer in resolving the issue and initiating a refund.
  3. Lodge a complaint: If the BC or bank is unable to resolve the issue, the customer can lodge a complaint with the bank's customer service or the NPCI's customer grievance redressal mechanism. The customer should provide all relevant transaction details, including transaction ID, bank account details, and Aadhaar number, to help resolve the issue quickly.
  4. Follow-up regularly: The customer should regularly follow-up with the bank or NPCI to check the status of their complaint and ensure that the refund is processed as soon as possible.

Lodge a complaint for failed AEPS Transaction in NPCI 

Check Complain Status

If you have faced a failed AEPS (Aadhaar Enabled Payment System) transaction and want to lodge a complaint with NPCI (National Payments Corporation of India), you can follow these steps:

  1. Collect transaction details: Collect all relevant details related to the failed transaction, including transaction ID, date and time of the transaction, the name of the BC or bank where the transaction was initiated, and the amount involved.
  2. Visit NPCI Complaints page: Visit the NPCI's official website and click on the 'Complaints' option.
  3. Select AEPS: Select the 'AEPS' option under 'Services' and click on 'Complaint Management System'.
  4. Fill the Complaint form: Fill out the complaint form with all relevant details, including your name, contact details, transaction details, and a description of the issue faced.
  5. Submit the Complaint: After filling in all the details, click on 'Submit' to lodge the complaint.
  6. Note down Complaint Reference Number: Once the complaint is submitted, the NPCI's system will generate a unique Complaint Reference Number (CRN) that you should note down for future reference.
Follow-up regularly: The NPCI will investigate the complaint and provide a resolution within a specified timeframe. The customer should regularly follow up with the NPCI to check the status of their complaint and ensure that the issue is resolved as soon as possible.