100 Payment Literacy Manual PDF 200815

8/17/2019 100 Payment Literacy Manual PDF 200815

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e-Payments Literacy Manual

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First Edition: August, 2015

This is a proprietory material of National

Payments Corporation of India.

All rights reserved. No part of this book may be

reproduced or transmitted in any form by any

means, electronic or mechanical, including

Photocopying, Recording, or by any information

storage and retrieval system without written

permission from NPCI. For permissions, write to

[email protected]


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CONTENTS

INTRODUCTION

FOREWORD

PREFACE

NATIONAL FINANCIAL SWITCH 01

RuPay DEBIT CARD 07

IMMEDIATE PAYMENT SERVICES 15

NATIONAL AUTOMATED CLEARING HOUSE 19

AADHAAR ENABLED PAYMENT SYSTEM 22

GLOSSARY 29

HIGHLIGHTS OF GOVERNMENT SCHEMES 34

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INTRODUCTION

National Payments Corporation of India (NPCI) is an umbrella organization for all retail payment systems in

India. Set up with the support and guidance from the Reserve Bank of India (RBI) and Indian Banks’ Association

(IBA), NPCI is a registered company under Section 8 of the Companies Act, 2013, incorporated in December

2008 with its registered office in Mumbai. After setting up of the Board for Payment and Settlement Systems

(BPSS) in 2005, the Reserve Bank of India released a vision document to set up an umbrella institution for all

retail payment systems in the country.

NPCI is promoted under the aegis of the IBA and by 10 Banks:

• Bank of India

• Bank of Baroda

• Canara Bank• Citibank

• HDFC Bank

• HSBC

• ICICI Bank

• Punjab National Bank

• State Bank of India

• Union Bank of India

NPCI was conceived to fulfil RBI's vision to offer a domestic, open-loop, multilateral system which will allow all

Indian banks and financial institutions in India to participate in electronic payments.

OBJECTIVE :

• To consolidate and integrate the multiple systems with varying service levels into a nation-wide uniform and

standard business process for all retail payment systems.

• To facilitate an affordable payment mechanism to benefit the common man across the country and help

financial inclusion.

NPCI has received authorization from RBI under the Payment and Settlement System Act, 2007, to build a

central infrastructure for payment systems like National Financial Switch, Immediate Payment Service, Cheque

Truncation System, National Automated Clearing House, Aadhaar Enabled Payment System and

RuPay.

OUR VISION :

To be the best Payments Network globally.

OUR MISSION :

Touching every Indian with one or other payment services.

OUR VALUES :

• Passion for excellence

• Integrity

• Customer centricity

• Respect

• Collaboration


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Financial inclusion is the process of ensuring access to appropriate financial products and services needed by allsections of the society in general, and vulnerable groups such as weaker sections and low-income groups inparticular, at an affordable cost in a fair and transparent manner by mainstream institutional players.

National Payments Corporation of India is enabling the process of financial inclusion by working to include theRegional Rural Banks and the Cooperative Banks on to the national payment systems. This has enabled 171Mncustomers of 56 RRBs and 100 Mn customers of more than 400 Cooperative Bank access to safe and risk free

e-Payment instruments like RuPay Debit Card, IMPS, AEPS and NACH to their customers.

The Government is pushing financial inclusion through four schemes –Pradhan Mantri Jan Dhan Yojana (PMJDY),Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY), Pradhan Mantri Suraksha Bima Yojana (PMSBY) and AtalPension Yojana (APY).

These efforts have added a vast mass of first time users to the e-Payment systems. we are proud to state that we arereceiving One Transaction per Second from rural customers.

As a pioneer of digital payment systems in India, its appropriate that NPCI takes this step of conducting a massivee-Payments literacy programme across more than 112 centres spanning the length and breadth of the country. Thisventure is expected to create a buzz around the need for awareness among the rural customers and present them aready reckoner for all their e-Payment system related queries.

I congratulate the efforts put in by the NPCI team and appreciate all the RRBs for supporting this endeavour on sucha large scale and wish the campaign a great success.

FOREWORD

Shri Balachandran M.Chairman, National Payments Corporation of India


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Financial Literacy is critical for Financial Inclusion projects to succeed. Under the Pradhan Mantri Jan DhanYojana(PMJDY), due attention has been paid on this aspect. Reserve Bank of India has also emphasized on the need forFinancial Literacy and has taken several regulatory measures.

National Payments Corporation of India (NPCI) – the umbrella organization for various Retail Payment systems in thecountry has been playing its role in a humble manner to further the cause of Financial Inclusion. NPCI has beencontributing in the following ways :

• RuPay card has been made the default payment card to be issued to all the customers under PMJDY. RuPay

enables card based transaction on ATMs, Point of Sales (PoS) and e-Commerce. These cards are alsoaccepted on the micro ATMs (hand-held devices) to carry out basic transactions like cash withdrawal, cash

deposit, balance enquiry and remittance. Nearly 150 Million RuPay cards have been issued under the PMJDY.

• NPCI operates the Aadhaar Payments Bridge (APB) and National Automated Clearing House (NACH) through

which benefit transfers are directly credited to bank accounts by the Government. Nearly 4 Million transactions

are cleared through this system each day.

• NPCI provides gateway service to banks to enable banks to avail of the facility of identity authentication and

verification of demographic details. The ultimate beneficiaries under the direct benefit transfer schemes can

avail of the door-step service with the back end authentication gateway service being provided by NPCI.

• NPCI manages the National level platform to facilitate money transfer from any bank account to any other bank

account in the country on a real time basis. This service called “Immediate Payment Service” (IMPS) connects

almost all the major banks in the country. Nearly a Million transactions are carried out each day.

The need of the hour is that every new customer to the banking system is made aware of the benefits andsafetyaspects of e-Payments and facilitate growth of electronic payments transaction. It is under this context that NPCI isproud to present this e-Payments Literacy booklet with an ambitious goal of creating a massive financial awareness

thprogramme starting with 112 workshops simultaneously conducted on 8 September 2015. I hope this booklet willserve as an aid to all concerned.

I also take this opportunity to appreciate the cooperation and efforts put in by all the 56 Regional Rural Banks to makee-Payments Literacy programme a grand success.

FOREWORD

Shri A P HotaManaging Director & CEONational Payments Corporation of India


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PREFACE

The payment ecosystem created by NPCI is now more than 450 Banks strong touching the lives of millions of Indians

daily through one or more products like , ,National Financial Switch (NFS) Aadhaar Enabled Payments System (AEPS)

Cheque Truncation System (CTS) National Automated Clearing House (NACH) Immediate Payment, RuPay, and

System(IMPS). The Government of India has chosen NACH as the channel for disbursements of all Government

Subsidies to the eligible citizens and RuPay as the choice of Debit card for its ambitious Pradhan Mantri Jan Dhan

Yojana.

Growth also brings in responsibility of making the transactions of all users hassle free, easy to use, and safe and risk

free. Few occasional disruptions viz., in card payments, internet banking hacks, mobile hacks and increase in cyber-

crimes related to banking are fast emerging issues and reasons for low off-take of electronic channels. Rising at an

alarming rate, the number of cyber-crimes in the country may double to 3 lakh in 2015 and could pose serious economic1

and national security challenges, an ASSOCHAM-Mahindra SSG study has warned. With increasing use of information

technology (IT) enabled services such as e-governance, online business and electronic transactions, protection of

personal and sensitive data have assumed paramount importance.

The recent government schemes and thrust towards a less cash economy has added a vast mass of first time users of

cards and banking system in the ecosystem. It is therefore imperative and timely that a massive education and

awareness programme be undertaken to educate and spread awareness of electronic payment products among the e-

Payments users of this country.

Hence, the idea of a comprehensive booklet in the form of basic FAQs on Payments Literacy by Nationalis presented

Payments Corporation of India (NPCI). The booklet contains basic, relevant and easy to understand FAQs on – ATM

transactions transactions IMPS NACH, RuPay Debit Cards, PoS Usage, E-commerce , , AEPS, .

It is expected that this e-Payments Literacy Manual will be useful for all Financial Literacy practitioners and serve as a

valuable training aid in their programmes and will be a ready reckoner for the discerning new age digital banking

customer.

1 http://www.assocham.org/newsdetail.php?id=4821


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1. What is an Automated Teller Machine (ATM)?

x Automated Teller Machine is a computerized machine that provides the customers of banks the facility of

accessing their account for dispensing cash and to carry out other financial & non-financial transactions

without the need to actually visit their bank branch.

2. What type of Cards can be used at an ATM?

x The ATM Debit Cards, Credit Cards and Prepaid Cards (that permit cash withdrawal) issued by banks can be

used at ATMs for various transactions

3. What are the services/facilities available at ATMs?

x In addition to cash dispensing, ATMs may have many services/facilities enabled by

the Bank owning the ATM such as:

• Balance Enquiry

• Mini Statement

• PIN Change

• Fund Transfer

• Bill Payments

The services offered may vary from Bank to Bank or may depend on the ATM network.

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4. Who are the Stakeholders in an ATM transaction?

x ATM Network Stakeholders.

5. How can one transact at an ATM?

x For transacting at an ATM, the customer inserts/swipes his/her card in the ATM and enters his/her Personal

Identification Number (PIN) issued by his/her Bank. There are designated slots wherein the Card can be

inserted or swiped. The customer can use the keypad to enter the PIN. Customer can follow the on-screenguidelines in order to perform any transaction.

6. What is Personal Identification Number (PIN)?

x PIN is the numeric password (4 or 6 digits) for use at the ATM. The PIN is separately mailed/handed over to the

customer by the bank while issuing the card. Customers are advised to change the PIN on first use. The PIN

number should not be written on the card, card cover/pouch etc. as in such cases the card can be misused if it

is lost / stolen.

7. Can cards be used at any Bank's ATM in the country?

x Yes. The cards issued by banks in India may be used at any Bank’s ATM within India.

Card HolderCustomer who

has been issued

a Card

1 Issuer BankIssues Cards to

Customers

2

ATM Deployer / Acquirer Bank

Acquires transactions

performed using a ATM/Debit/ Credit/ PrepaidCard Issued by other

Banks within the network

3

ATM NetworkSuch as NFS ( and

others) acts as a linkbetween the Acquirer andIssuer for authorizing and

settlement oftransactions

4

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8. What is On-us & Off-us transactions?

x A. ON-us : On-us means a customer is using same Bank’s ATM

(e.g. SBI customer using SBI ATM).

x B. OFF-us : Off-us means a customer is using other Bank’s ATM(e.g. SBI Bank customer using ICICI Bank ATM).

NFS handles only Off-us transactions. on-us transactions are handled by the same Issuing bank.

9. What is the flow of ATM Cash Withdrawal Transaction?

3

XYZ Bank ATM(XYZ Bank-

Acquiring Txn)

ABC Bank(Issuer of

Card)

XYZ Bank Switch

(ATM Switch)3

NFS Switch

ABC CBS(Customer’sa/c Debited)

ABC Bank Switch

(ReceivesTransaction)

1

6

2

7

8

3

9

5

10

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10. What should one do if he forgets PIN or the card is captured by the ATM?

x The customer should contact the card issuing Bank branch incase he forgets the PIN and the bank will reset the

PIN. The customer should contact the card issuing bank incase the card is captured by the ATM and apply for

issuance of a new card. This procedure is applicable even if the card is captured at another bank's ATM.

11. What should be done if the card is lost/stolen?

x The customer should contact the Card issuing Bank immediately on noticing the loss so as to enable the bank

to block such cards. The customer care helpline can be used for blocking the card.

12. Is there any minimum and maximum cash withdrawal limit per day?

x Yes, banks set limit for cash withdrawal for their customers. The cash withdrawal limit for use at the ATM of the

issuing bank is set by the bank during the issuance of the card. For cash withdrawals at other bank ATMs, RBI

has mandated a maximum limit of `10,000/- per transaction. E.g. If the customer of ABC Bank wants to

withdraw `30,000/- from ATM deployed by XYZ Bank, the customer will have to make 3 withdrawal transaction

of `10,000/- each.

13. Do banks levy any service charge for use of other bank ATMs?

x With effect from November 01, 2014, Savings Bank account holders can do a minimum of three transactions

(including both financial and non-financial transactions) free of charge in a month at other bank ATMs in case of

ATMs located in six metro locations, viz. Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad.

• At other locations, the savings bank account holders can transact a minimum of five transactions (including

both financial and non-financial transactions) free of charge in a month at other Bank ATMs.

• Similarly, Basic Savings Bank Deposit Account holders will continue to get five free transactions (including

both financial and non-financial transactions) in a month at other bank's ATM at all locations including the

above six metro locations, subject to other conditions associated with such accounts.

• Further, savings bank account holders can transact a minimum of five transactions (including both financial

and non-financial transactions) free of charge in a month at own Bank ATMs irrespective of location of ATMs.

• Banks on their own can decide to offer more number of transactions free of cost to their customers. In case of

charges to be levied on customers, the customer can be charged a maximum of ` 20/- per transaction (plus

service tax, if any) by his/her bank.

14. What should be done if cash is not disbursed but the account gets debited during the cash

withdrawal process at an ATM?

x The customer should file a complaint with the Card issuing bank where account is maintained. This process is

applicable even if the transaction was carried out at other banks ATM.

15. How many days would the bank require to re-credit the account for such wrong debits?

x As per the RBI guidelines, the amounts wrongfully debited to the customers' accounts on account of failed ATM

transactions are credited Back within a maximum period of 7 working days from the date of receipt of the

customer's complaint.

16. Are the customer's eligible for compensation for delays beyond 7 working days?

x Yes. Banks shall have to pay to the customer `100/- per day for delay beyond 7 working days, from the date of

receipt of the customer's complaint.

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17. What is the process of filing complaints?

x Customer should complaint for ATM transactions to the bank where they hold account A. any dispute in

through any of the below mentioned mode provided by their bank.

• Phone Banking / CCall entre • Bank's Branch

• Internet – Bank's websiteE-mail

B. Customer should make note of the following while raising complaint

• Date, of the disputed transaction including the name of theTime and Transaction no.

Acquirer Bank and ATM ID/location details.

• Should check whether there is any reversals (credit) in the account for the failed transaction

before raising the complaint.

• Should acknowledge the complaint registration number

C. Time for resolution - 7 working days.

• If complaint is not resolved within 7 working bank is liable to pay penalty of `100 for eachdays, defaultingday of delay, provided the complaint is raised within 30 days from the date of transaction.

18. What is Interoperability?

x With the development of technology, banks now a day's use core banking systems which can be accessed

online. Extending the utility of CBS technology, NPCI has offered the platform (NFS) wherein all the member

Banks can enable interoperability of its ATM network. This platform is known as National Financial Switch and

enables customers of one Bank to use the ATMs of other banks as well.

19. Why it is important to store the transaction slip in case of grievances?

x These slips can be produced before the grievance handling officer to claim the genuinity of the complaint

20. How can I locate BO? Or How many Banking Ombudsmen have been appointed

and where are they located?

x As on date, fifteen banking Ombudsmen have been appointed with their offices located mostly in state

capitals.

21. What is the Banking Ombudsman Scheme?

x The Banking Ombudsman Scheme enables an expeditious and inexpensive forum to bank customers for

resolution of complaints relating to certain services rendered by banks.

22. Who is a Banking Ombudsman?

x The Banking Ombudsman is a senior official appointed by the Reserve Bank of India to redress customer

complaints against deficiency in certain banking services.

23. When can one file a complaint?

x One can file a complaint before the banking Ombudsman if the reply is not received from the bank within a

period of one month after the Bank concerned has received one's representation, or the bank rejects the

complaint, or if the complainant is not satisfied with the reply given by the bank.

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24. What is the procedure for filing the complaint before the Banking Ombudsman?

x One can file a complaint with the Banking Ombudsman simply by writing on a plain paper or by sending an

email to the banking Ombudsman

25. Is there any cost involved in filing complaints with Banking Ombudsman?

x No. The Banking Ombudsman does not charge any fee for filing and resolving customers' complaints

26. Is there any further recourse available if one rejects the Banking Ombudsman's decision?

x If one is not satisfied with the decision passed by the Banking Ombudsman, one can approach the appellate

authority against the banking Ombudsmen's decision. Appellate Authority is vested with a Deputy Governor of

the RBI.

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27. What is a Debit Card?

x A Debit Card is a card that gives you online access to your Bank Account. The Bank Debit-cum-ATM Card

allows you to purchase goods at shops and also gives you the freedom to withdraw cash from ATMs in India

and abroad. You can also use your Debit Card online for shopping, booking air/rail/movie tickets & utility bill

payments, if such services are provided by the card issuing bank.

28. How do I obtain a RuPay Debit Card?

x Open a Savings/Current Account with bank today and get a RuPay Debit Card.

29. How do I activate my card?

x In order to safeguard your interests, the bank will be sending you an inactive Debit Card and will be sending the

PIN separately. Your Card will get activated on its 1st use at any bank ATM. However, this practice differ from

bank to bank.

30. What is the validity period of my Debit Card?

x The Debit Card is valid for a period specified by the Issuing Bank. Expiry date of Card is printed on Card itself.

On expiry of the validity period, Card Holder is advised to surrender the original card and request for issuance

of new card with extended expiry date.

RuPay DEBIT CARD


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31. Are there any daily limits for use of my card at ATMs?x For your security Banks have daily limits on the use of the card at ATMs and Merchant Locations.

Limit Per Day / Per Card for

• ATMs : as per Bank policy

• PoS : as per Bank policy

Note: Limits are subject to the available balance in your account. Please refer to the daily limits as mentioned in

schedule of facilities (SOF) of your account.

32. Do I have to pay any charges for the replacement of my lost/stolen Debit Card?

x There is a charge for replacement of a lost/stolen Card. However, it differs from bank to bank

33. What is the procedure to be followed in case my Debit Card is lost or stolen?

x Hence you should immediately report your lost / stolen card details to your bank, you are protected from

fraudulent charges from the moment you report the loss to the bank. If your card is lost/stolen, you should

report this to the bank.

It is also advisable that you report the loss in writing to the bank at the address/fax number, which will be

communicated to you by the Phone banking executive. Additionally, you must report the loss/theft of the Card

to the nearest local police authorities, and forward a copy of the FIR to the bank.

34. What is the difference between a Debit Card and a Credit Card?

x A Debit Card is a buy now, pay now option while a Credit Card is a buy now, and pay later option. Therefore with

a Debit Card, customer makes use of funds available in his/her account and hence no interest is charged. On a

Credit Card, the customer can use funds which may not be available in his/her Bank account. The said amount

can be settled with the Bank at a later date. A Debit Card gives you all the convenience of a Credit Card and

helps you regulate your spending.

35. What is RuPay Card?

x • An Indian domestic card scheme

• Conceived and launched by the National Payments Corporation of India (NPCI).

6072 64XX XXXX XXXX

CARDHOLDER NAME

6 0 7 2 6 4 XX X X X X X X XX

CARDHOLDER NAME

Card Number

BIN

Card HolderName

Additionalinformation (if reqd)

Magnetic Stripe

CVV No.

Signature Panel


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• Fulfill RBI's vision to offer a domestic, open-loop, multilateral system which will allow all Indian Banks

and financial institutions in India to participate in electronic payments. RuPay is a combination of

two words - Rupee and Payment.

36. What is RuPay Classic, RuPay platinum & RuPay Kisan Cards? How they are different?

x Classic, Platinum & Kisan Cards are different variants of RuPay Debit Cards. Different cards have different

features & coverage

• RuPay Debit card is PIN-based Card.magnetic stripe/EMV

• All Debit Card can be issued in the personalized and non-personalized forms.

• Rupay Debit Card can be used only in India. RuPay International Card available on request.

• Cash withdrawal is through all ATMs across India.

• It is a PIN based card that can be used at RuPay enabled PoS Terminals which covers 95% of the total PoS

terminals across India.

• The Card can also be used over the Internet for shopping (E-commerce transactions). *As per norms, a Debit Card has to be registered for PaySecure password before it can be used for

E-commerce transactions.

Value Added Features:

• Insurance for all RuPay Debit/Kisan Cardholders: (Refer NPCI circular for more details)

Personal Accident (Death) Insurance / Permanent total Disability Insurance of `1 lacs. The current validity of

Insurance scheme is from April 01, 2015 to March 31, 2016 post which NPCI may/may not decide to extend

the scheme and confirm the entities accordingly.

• Insurance for all RuPay Platinum Cardholders: (Refer NPCI circular for more details)

Personal Accident (Death) Insurance / Permanent total Disability Insurance of`

2 lacs. The current validity ofInsurance scheme is from April 01, 2015 to March 31, 2016 post which NPCI may/may not decide to extend

the scheme and confirm the entities accordingly.

• Lounge service, Concierge service are available for Platinum cardholders

37. Where can the RuPay Debit Card be used?

x RuPay Debit Card can be used at all ATMs and all RuPay enabled PoS Terminals which covers 95% of the total

PoS terminals across India & different E-commerce website

POINT OF SALE (PoS)

38. How can transaction be done with a RuPay Debit card at Merchant points?x RuPay Debit card transactions can be completed in following steps:

• Swipe/dip Card

• Merchant will enter the amount

• You have to enter the PIN number (don’t share with the merchant)

• Sign the receipt

39. What is Cash@PoS? What are the daily withdrawal limits?

x Cash@PoS is a facility using which debit card holders can withdraw cash by swiping their debit/prepaid Cards

(issued in India) at PoS Terminals at merchant locations.

Daily maximum withdrawal limit is`

1000 per card per day. Minimum amount of withdrawal should be morethan `100 and in multiples of `100


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40. Does the card holder need to pay any extra charges to the merchant/ shopkeeper?

x No, extra charges are to be paid to the merchant. With reference to the RBI circular (Circular No: RBI/2013-

14/292 DBS.CO.PPD No. 3578 /11.01.005/2013-14 dated September 14,2013) if any merchant levy fee as a

percentage of the transaction value as charges on customers who are making payments for purchase ofgoods and services through debit Cards. Such fee are not justifiable and are not permissible as per the

bilateral agreement between the Acquiring Bank and the merchants and therefore calls for termination of the

relationship of the bank with such establishments.

41. In case of any issues, where should the card holder raise a complaint, if any?

x The Card holder should raise a complaint with his Bank for quick redressal. (For example: - A HDFC Bank

Debit Card Holder should raise the complaint with HDFC Bank helpline only)

ONLINE USAGE OF RUPAY DEBIT CARD

42. What is e-commerce solution of NPCI?x RuPay E-commerce solution from National Payments Corporation of India (NPCI) enables RuPay Cardholders

to transact online. It not only provides a platform for e- transactions but also gives the customers a complete

unique shopping experience.

43. Key Features:

x • Highly secure: The solution offers enhanced security measures in addition to the RBI mandated 2-

Factor authentication viz. registration, OTP, image based authentication and anti-phishing measures.

• User friendly

• Faster transaction processing

• Enhanced Customer Experience: During the online payment the cardholder's authentication data iscollected in a secured manner. Further, with help of a Bank the med (Looks exactly similar to the card

that the customer is holding) PIN pad, the cardholder has to enter the ATM PIN while making the

payment. The pad shuffles each time a digit is entered as an additional security measure

44. How to use your RuPay Card online?

x • It is mandatory for every customer to be registered with their Bank to avail RuPay E-commerce services.

Customers will be authenticated by their issuing Bank using methods like OTP (One Time Password)/net•

banking credentials or challenge questions etc. or any other parameters defined by the issuer bank for the

first successful transaction. The customer will have to complete one successful transaction to be

registered.

• In case the customer forgets or exceeds the number of attempts for image selection for subsequent

transactions they will need to wait till next business day for card to be unblocked or re-register to enter new

phrase and select a new image.

The customer will be notified about the successful transaction on submitting a valid PIN.


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45. What is PaySecure?

x PaySecure is a payment service that allows you to use your RuPay Debit Card for online purchases. It allows

the customer to use his ATM PIN to make the payment online. It uses a simplified yet secure architecture. It

offers additional security measures wherein the mode of validation is by selecting an image and passing a

phrase.

46. Do I have a separate password?

x No, there is no need of a password with RuPay PaySecure, instead ATM PIN is all a customer needs to have.The authentication requires other credentials like image selection and pass phrase over and above the ATM

PIN

47. What happens if I enter an incorrect image/PIN?

x There is an option to re-register that will help customer to register the card again and choose a new image. For

PIN, the customer can cancel the transaction by clicking “Cancel” displayed on the PIN pad. The customer will

be taken to the previous page and the customer can come to the PIN pad again and type in the correct PIN.

48. What if the phrase displayed is wrong?

x The customer must terminate the transaction immediately and contact the bank customer care to notifythis issue. This page offers an anti-phishing feature.

49. What if the last 3 transactions displayed are wrong?

x The customer must terminate the transaction immediately and contact the bank to notify this issue. This

page helps the customer to combat phishing attacks. thus, adding security to the transaction.

50. What if the PIN or card is lost?

x Please contact the bank to receive a new PIN/Card.

51. What happens if I forget my PIN?x Please contact the bank to receive a new PIN.

Authentication Mode

ABC Bank

enerate and enter one

Please Select Your Preferred Authentication Method

• Internet Banking user IDand password Generate and enter one•

time password• Challenge question

Next

Step 1: Register the Card

ABC Bank

enerate and enter one

Please Select Your Preferred Authentication Method

Generate and enter one• time password• Internet Banking user ID

and password• Challenge question

Next

Step 2: Next, select the image

Continue

Please select your image

Press cancel to go back to Merchant pageDO NOT PRESS BACK OR REFRESHBUTTON IN BROWSER

Select Image continue

Forgot Image?Re- Register


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52. What if my card is expired?

x Please call the customer care and request for a new Card.

53. What is CVD (Card Validation Data)?x It's a three digit number printed on the back of the Card.

54. How can I get my One Time Password (OTP)?

x You will get it on your email address or mobile number that is registered with the bank.

55. How long is the OTP valid?

x It varies for all issuing Banks.

56. What happens if the screen shows an error message after entering the OTP?

x Please get in touch with your issuing Bank.

57. Will this OTP be valid while re-trying the transaction?

x No, the OTP is valid for only one transaction. It will therefore work only once and in this case the customer has

to request for another OTP.

58. What if I forget the image selected during registration?

x Click on the 'Re-register' Button shown on the screen. Thus allowing the customer to start from step one to

register the card again with Pay Secure. Here the customer can register a new image and remember for

subsequent transactions.

59. Why is phrase required?

x This unique feature plays a pivotal role in providing additional security to validate the customer. For

subsequent transactions the customer has to acknowledge this phrase along with the last three online

transactions made on this card (The card being used for the current transaction). This is an anti-phishing

feature.

60. How can I change the phrase in case I have forgotten?

x The customer can re-register to enter a new phrase. Subsequently, the customer will then see this phrase on

the authentication pad and will have to acknowledge the same to complete the transaction.

61. What happens if I enter the wrong pin in the PIN pad?

x You can click on “cancel” and start a new transaction if the 'submit' button is not clicked. In case the customer

has entered the wrong PIN and has submitted the same the transaction will be unsuccessful and the customer

will be notified about the same.

62. Can I delete the wrong digit entered in the pin pad?

Or Do I have to carry out new transaction?

x Yes. In case of wrong entry you can click on the 'clear' button and re-enter the PIN


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• Never lend your card to anyone, even to your

close relative / friend or even if anyone claims torepresent the Bank.

• Do not write your PIN on the Card or back of theCard.

• Never share your PIN with any one including afamily member or bank personnel or in responseto requests through email / FAX etc.

• Never carry your PIN in your wallet or purse

• Never let anyone see you input your PIN

• Never use a PIN that could be guessedeasily e.g. Your birthday or telephone number.

• Never leave your card in the ATM

• Never leave your card unattended, e.g. in the car,in a hotel room or at work or at merchantestablishments.

• Never attempt to use your Debit card at Merchantestablishments that do not possess electronicpoint-of-sale swipe terminals.

• Do not scratch the PIN mailer. Tear the edge ofthe envelope.

• Do not respond to any E-mail purported to havebeen issued by bank asking for your ATM PIN.These are called PHISHING attempts.

• Don't give information regarding your ATM cardor PIN over the telephone to anyone.

• Never enter your PIN in any ATM that does notseem to be genuine or seems modified/has asuspicious device attached/operating inas us picious manner.

• Don't display your cash; count the cash,keep it in your pocket safely and leave the ATM.

• Don't accept assistance from anyone or from thesecurity guard when using an ATM

• Sign on the strip on the back of your card as soon

as you receive it.• Memorize your PIN (Personal Identification number)

and destroy all physical evidence of the PIN.

• Kindly destroy the pin mailer received by you uponnoting the PIN.

• Always change the PIN as soon as you receive it.

• First use of the card must be on an ATM; else it willnot be accepted at Point of Sale (PoS) Terminal.

• Register your mobile number with the bank forgetting SMS alerts for your ATM transactions.

• Any unauthorized card transactions in the account,if observed, should be reported immediately to theBank. This will help you if fraudulent withdrawal isbeing done by using your Debit Card.

• Store your card in a secured place where you mayimmediately know if it is missing.

• Protect your ATM card as though it is CASH andensure safe custody.

• Store the ATM-cum-Debit card carefully so thatthe magnetic strip does not get damaged.

• Check the area for suspicious-looking people beforeyou approach the ATM. Leave the ATM immediatelyif you don't feel safe.

• If you notice anything suspicious or any other

problem arises after you have begun an ATMtransaction, you may cancel the transaction & leave.

• Beware of “Shoulder Surfing”. Shield your PIN fromonlookers by covering the keypad using your bodywhile entering the PIN.

• Be sure that you have your card & your receipt, afterdoing the transaction, & then leave immediately.

• Once you complete your transaction, before leaving,be sure that 'Welcome Screen' is displayed inthe ATM and it is scrolling.

• Periodically verify the passbook entries to ensure itscorrectness. Any unauthorized card transaction, ifobserved, should be reported immediately to the Bank.

• Please ensure that the card is swiped in yourpresence at POS (Point of Sale).

• If your ATM/ Debit Card is lost or stolen, immediatelyhot list the Card.

• When you destroy your card upon expiry or closureof your account, cut it into four pieces through themagnetic strip.

• Keep an eye on suspicious movements of peoplearound ATMs. Beware of strangers trying to engageyou in conversation.

• Look for extra devices attached to the ATMs. Thesemay be put to capture your data. Inform security /

bank immediately if any such device found.

DONT’SDO’S

DO'S AND DONT’S WHILE USING ATMs


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63. What to do if my card gets blocked on exceeding the number of attempts to select the

registered image?

x For the first time, the card will get blocked for that business date and then automatically will be unblocked on

the next business date.If it happens again, then the card will be blocked permanently. In this case you need to re-register. The

customer can re-register while making a new online transaction

RUPAY INSURANCE PROGRAM FOR FY 2015-16

64. What are the benefits payable under this policy?

x Now you can protect yourself with Personal Accident Insurance against accidental injuries caused by all kind

of accidents. The policy provides the benefits to you, for Accidental Death and Permanent Total Disability.

65. What is the available sum insured under the plan?

x RuPay Classic Card Holders are insured for a sum of ` 1 Lakh and RuPay Platinum card holders are insured fora sum of ` 2 Lakhs

66. What is the eligibility criterion to avail Personal Accident Insurance cover

on my RuPay Card?

x The claim under Personal Accident Insurance (Death and Permanent Total Disability) shall be payable only if

the card holder has carried out at least one transaction, i.e at a Merchant Establishment / ATM / E-commerce /

Micro ATM / Business Correspondent of the Bank at locations, within 45 days prior to the date of accident

including accident date. The Personal Accident Insurance (Death and Permanent Total Disability) would be an

Open policy for any kind of accident leading to death or disability

67. Is there any age limit for availing Personal Accident Policy?

x Personal Accident Insurance is open to all RuPay Card holders above 5 years subject to fulfilment of the terms

and conditions of the policy.

68. Whom should I contact in case of a claim?

x Please contact your Bank / Bank branch of which you have a RuPay Card for intimating claim.

69. For how many cards will I be eligible for the compensation of Insurance cover?

x The Insurance policy is applicable for the compensation of only one eligible RuPay card per cardholder or per

customer, even if multiple cards held by cardholder of same / different banks meet the eligibility criteria.

The choice of the Card for the claim would rest with the customer.


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NEED FOR IMPS / BENEFITS OF IMPS/ SERVICES AVAILABLE

70. What is IMPS?

x IMPS i.e. Immediate Payment Service is an instant money transfer service introduced by NPCI which provides

24X7, instant fund transfer facility, to bank as well as to non-Bank (through RBI authorized PPI's) customers

across India.

71. What are the benefits of IMPS?

x Instant• • Available 24 x7 (functional even on holidays)

• Safe and secure, easily accessible and cost effective

• Channel Independent can be initiated from Mobile/ Internet / ATM/ Branch

• Debit & Credit Confirmation by SMS

72. What are the services available under IMPS?

x A. Funds Transfer

• Sending money and Receiving money

B. Donations

C. Merchant Payments • Grocery bills

• Travel & Ticketing

• Credit Card bills

• Utility bills

• Online shopping

• School & College fees

• Mobile top ups & DTH recharge

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D. Query Service on Aadhaar Mapper (QSAM)

• To facilitate the effective implementation of Aadhaar Based Remittance Service (ABRS), a new feature is

being added to the existing NUUP (USSD based platform on *99#) service. Under this new service,

known as “Query Service on Aadhaar Mapper” the customer will be able to know:

• Whether his/her AADHAAR number is seeded/linked to any bank account number or not?

• If yes, then with which Bank and when was it last updated?

ENABLING FOR IMPS - HOW CAN I START USING IMPS?

73. How do I get IMPS enabled?x Sender

• The customer has to do the Mobile Banking Registration if he/she wants to initiate the transaction through

mobile. For internet and for ATM based channels, mobile registration is not required

x Receiver

• Collect his/her MMID from Bank and share with sender or alternatively share his/her Account number & IFS

code or Aadhaar number for receiving money. The receiver can register his/her mobile no for SMS alerts

74. How do I transfer funds using IMPS?

x The customer selects the channel to initiate IMPS transaction:

• Mobile phones

• Smartphone- Bank App / SMS / USSD (NUUP)*

• Basic phone- SMS/USSD (NUUP)*

• Internet- Bank's Net banking facility

• ATM

x The sender enters receivers details like

• MMID & Mobile no. or Account number & IFS Code or Aadhaar number

• Amount to be transferred

• Sender's M-PIN

Both sender & receiver get SMS confirmation

TERMS AND CONDITIONS OF USING IMPS

75. Does the customer need to register to remit the funds through IMPS?

x For using IMPS on mobile phones, a customer will have to register for mobile banking with his/her individual

Bank. However, for initiating IMPS using Internet banking and ATM channel, no registration is required.

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76. Does the customer need to have a Bank account for availing IMPS?

x Both Banked as well as un-Banked customer can avail IMPS. However, un-Banked customer can also initiate

IMPS transaction using the services of Pre-Paid Payments instrument issuer such as Oxicash,

GI Tech, Airtel Money, ITZ Cash, UAE Exchange, M Rupee & M-Pesa etc.

77. Can a customer link more than one account to the same mobile number?

x Yes, customer can link more than one account to the same mobile number. However each account no. will

have different MMID.

78. Is the beneficiary customer also required to register for IMPS?

x No need for registration, if receiving money using Bank account details or Aadhaar Number. However,

for receiving money using Mobile No. & MMID, Mobile Banking registration is mandatory.

79. What is MMID? How do I get this Issued?

x Mobile Money Identifier is a 7 digit number, issued by Banks. MMID is one of the input which when clubbed

with mobile number facilitates fund transfer. Combination of Mobile Number & MMID is uniquely linked with an

Account number and helps in identifying the beneficiary details. Different MMID's can be linked to same

Mobile Number. (Please contact your bank for getting the MMID issued)

80. What are the options available for a customer for doing IMPS transaction?

x A. Using Beneficiary Mobile No and MMID B. Using Beneficiary Account No and IFS Code (available on your Cheque book or contact your Bank)

C. Using Beneficiary Aadhaar Number

STATUS OF USING IMPS SERVICE

81. Who all are offering IMPS?

x Banks and non-Bank (through RBI authorized PPI's) are offering IMPS to the customers across India. Pre-Paid

instruments Issuer such as Oxicash, GI Tech,Airtel Money, ITZ Cash, UAE Exchange, mRupee& M-Pesa etc

are providing IMPS services. List of member Banks and PPIs providing the IMPS services is available on

http://www.npci.org.in/bankmember.aspx

SAFETY AND SECURITY

82. What happens if my mobile phone is lost?

x Customers need to inform their Banks and deactivate their Mobile banking services.

83. Is the facility of Stop payments available on IMPS?

x No. IMPS is an immediate fund transfer service, after initiating the payment request payment cannot be

stopped or cancelled.

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84. If I change my Mobile No, do I again need to register for Mobile Banking?

x Yes, customer needs to update their new mobile number with their Banks.

85. If I change my Telecom service provider, do I need to register again?

x No need for re-registration if there is no change in mobile number. Registration is only requested if there is a

change in mobile number.

86. What are the timings for initiating and receiving IMPS remittances?

x IMPS transactions can be sent and received 24X7, including on holidays.

CUSTOMER SERVICES

87. Where do I register a complaint with reference to the IMPS transaction?

x Customer can log IMPS complaint with their respective Banks or write to us on [email protected].

88. What are the charges for the customer for sending and receiving remittances using IMPS?

x The charges for remittance through IMPS are decided by the individual members.

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89. What is Aadhaar number?

x It is a 12 digit unique identification number that stores demographic and biometric information of the resident

with photograph issued by Unique Identification Authority of India (UIDAI) on behalf of Government of India.

Aadhaar serves as a proof of identity and address, anywhere in India.

90. Who is eligible for Aadhaar number?

x Any individual, irrespective of the age and gender, who is a resident of India and satisfies the verificationprocess laid down by the UIDAI can enrol for Aadhaar number.

91. Why is Aadhaar Number required?

x Aadhaar number will help you provide access to banking services, mobile phone connections, benefits &

subsidies of various Government schemes etc. and other non-Government services in due course of time

92. How to get the Aadhaar number seeded in my Bank account no.?

x Once a customer receives his/her Aadhaar number, he/she needs to submit an application along with a copy

of the Aadhaar Card to the Bank branch where he/she is maintaining an account. The Bank branch seeds the

Aadhaar number in the customer account details maintained in the Core Banking System of the Bank, thus

making the account as Aadhaar Enabled Bank Account (AEBA)

93. What is DBT (Direct Benefit Transfer)?

x DBT (Direct Benefit Transfer) is a scheme launched by Government of India to transfer the benefits and

subsidies of various social welfare schemes like LPG subsidy, MNREGA payments, Old Age Pension,

Scholarships etc. directly in the bank account of the beneficiary.

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94. What is DBTL (Direct Benefit Transfer for LPG Subsidy)?

x DBTL (Direct Benefit Transfer for LPG Subsidy) is a scheme which provides the LPG subsidy amount

applicable on the domestic LPG cylinder directly into the consumer's bank account. At the time of LPG cylinder

delivery, consumer will have to pay the full price of the LPG cylinder

95. What is Aadhaar Payment Bridge (APB) System?

x It is a unique payment system implemented by National Payments Corporation of India (NPCI), which uses

Aadhaar number as a central key for electronically channelizing the Government subsidies and benefits in the

Aadhaar Enabled Bank Accounts (AEBA) of the intended beneficiaries.

It is a payment system based on Aadhaar numbers issued by UIDAI & IIN (Institution Identification Number)

issued by NPCI. APB System is used by the Government Departments and Agencies for the transfer of

benefits and subsidies under Direct Benefit Transfer (DBT) scheme launched by Government of India

96. Why is Aadhaar Payment Bridge (APB) System required?

x The APB System sub-serves the goal of Financial Inclusion and provides an opportunity for the Government to

attempt financial re-engineering of its subsidy management program. The implementation of APB System has

also led to electronification of a large number of retail payment transactions which were predominantly either

in cash or cheque.

97. Benefits of Aadhaar Payment Bridge (APB) System

x • Eliminates inordinate delays, multiple channels & paper-work involved in the existing system. Transfers

benefits & subsidies in a seamless & timely manner and directly into the Aadhaar Enabled Bank Account.

• In case of change in bank account, customer is not required to convey the bank account details or change

in bank details to the Government Department or Agency.

• Customer not required to open multiple bank accounts for receiving benefits and subsidies of various

social welfare schemes

• Customer needs to open one account and seed his/her Aadhaar number in the bank account to start

receiving benefits and subsidies directly into his/her Aadhaar Enabled Bank Account.

98. What is NPCI mapper?

x NPCI mapper is a repository of Aadhaar numbers maintained by the APB System and used for the purpose of

routing the APB transactions to the destination banks. The NPCI mapper contains Aadhaar number along with

IIN of the bank to which the customer has seeded his/her Aadhaar number. Banks need to upload Aadhaar

number in NPCI mapper in a specified file format through NACH portal.

99. What is IIN?

x IIN (Institution Identification Number) - IIN is a unique 6 digit number issued by NPCI to every APB System

participating bank and is used to uniquely identify a bank to which the APB transaction has to be routed in the

Aadhaar Payment Bridge (APB) System.

IIN is the first six digits of your RuPay Debit Card

100. Significance of NPCI mapper & IIN

x • NPCI mapper acts as a repository of the Aadhaar numbers along with the IIN to which the Aadhaar number

is mapped. The APB System routes the transaction against which the Aadhaar number is mapped.


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• Aadhaar numbers along with the IIN of the Bank are required to be stored in NPCI mapper to identify the

destination Bank for routing the benefits and subsidies to the intended beneficiaries.

• NPCI does not maintain Bank account details of the customers like account number, IFS code and branch

address etc. of the customer in NPCI mapper.• APB System will reject the transactions for those records for which the Aadhaar number is mapped at the

time of input file upload by the sponsor Bank.

101. What happens when a customer seeds his/her Aadhaar number in multiple

bank accounts?

x In case, a customer seeds his/her Aadhaar number in multiple Bank accounts, the previous mapping if any in

the NPCI mapper, gets overwritten by the fresh seeding of the Aadhaar number. The customer Aadhaar

number will get mapped in NPCI mapper to the Bank in which he/she has given the Aadhaar number at the

last. NPCI mapper uses the latest IIN of the Bank in which the customer has seeded his/her Aadhaar number

to transfer benefits and subsidies in his/her Bank account.

102. How can a customer know the mapping status of his/her Aadhaar number in NPCI mapper?

x Customers can check the Aadhaar number mapping status in NPCI mapper by dialling *99*99# on any GSM

mobile. Additionally, LPG consumers can also check the Aadhaar number mapping status by visiting the

transparency portal of the respective OMCs (Oil Marketing Companies) website.

103. How can a bank or Government Department know the mapping status of Aadhaar number

in NPCI mapper?

x NPCI is providing Aadhaar Lookup facility to the Banks and Government Departments to know the status of

Aadhaar numbers mapped in NPCI mapper in the form of Active, Inactive, Invalid or Not present in NPCI

mapper. For more information on Aadhaar Lookup facility, Banks may refer circular No. 6 on NPCI website

under the link http://www.npci.org.in/NACH_Circulars.aspx

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104. What is AEPS?

x AEPS is a new payment service offered by the National Payments Corporation of India to banks, financial

institutions using 'Aadhaar' number and online UIDAI authentication through their respective Business

correspondent service centres. This shall be known as 'Aadhaar Enabled Payment System' and may also be

referred to as “AEPS”.

105. What is Aadhaar?

x Aadhaar is a unique identification number issued by the Unique Identification Authority of India (UIDAI) to any

resident of India.

106. Can any customer be a part of AEPS?

x Any resident of India holding an Aadhaar number and having a Bank account may be a part of the Aadhaar

Enabled Payment System.

107. Does the customer need to have a Bank account for availing AEPS?

x Yes, the customer needs to have a Bank account for availing AEPS.

108. Is this service approved by RBI?x The Reserve Bank of India has approved AEPS.

109. Does the customer specifically need to register to conduct transactions through AEPS?

x No. Customer should have an Aadhaar (Unique ID as issued by UIDAI) number linked with any Bank

account (Bank should be a part of AEPS network) where customer has an account. The registration

process shall be as per the procedures laid down by the Bank providing AEPS service.

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110. Is the beneficiary customer also required to register for AEPS?

x No. But the beneficiary customer should also have an Aadhaar (UID) number with any Bank, with which they

maintain an account (bank should be a part of AEPS network) and in which he intends to receive the credit.

111. What is a Business Correspondent (BC)?

x Business Correspondent (BC) is an approved Bank Agent providing basic banking service using a MicroATM

(terminal) to any Bank customer wishing to avail their Bank BC service.

112. Which individuals/ entities could be a business correspondent?

x The following individuals/ entities are eligible to become a business correspondent:

• Individuals like retired Bank employees, retired teachers, retired government employees and

ex- servicemen, individual owners of kirana/ medical/ Fair Price shops, individual Public Call Office (PCO)

operators, agents of Small Savings schemes of Government of India/ Insurance Companies, individuals

who own Petrol Pumps, authorized functionaries of well-run Self Help Groups (SHGs) which are linked to banks, any other individual including those operating Common Service Centres (CSCs);

• NGOs/ Micro Finance Institutions (MFIs) set up under Societies/ Trust Acts and Section 25 Companies ;

• Cooperative Societies registered under Mutually Aided Cooperative Societies Acts/ Cooperative Societies

Acts of States/ Multi State Cooperative Societies Act;

• Post Offices; and

• Companies registered under the Indian Companies Act, 1956 with large and widespread retail outlets,

excluding Non-Banking Financial Companies (NBFCs). [refer RBI Circular No.: RBI/2010-11/217

DBOD.No.BL.BC43/22.01.009/2010-11 dated September 28, 2010]

113. How does the customer conduct an AEPS transaction?x A Customer may visit a BC Customer Access Point. The BC using the Point of Sale (MicroATM) device will be

able to process transactions like Cash Withdrawal, Cash Deposit, Balance Enquiry and Fund Transfer by

selecting the transaction of their choice. The Customer needs to provide their Aadhaar Number and their

bank name or Bank IIN number.

114. Which system does this service use?

x AEPS functions through the National Financial Switch of NPCI, which is also used for routing inter Bank ATM

transactions and Interbank Mobile Payment Service (IMPS).

115. What is an IIN?

x This number identifies your Bank with which you have mapped your Aadhaar number. IIN is a six digit number.

In most banks BC customer service points, this number would be represented on the terminal by the Banks

logo or name. The BC agent would also have a chart displayed of various banks IIN. Therefore, this input need

not be remembered by the customer. It is, however, recommended that the customer be aware of their Bank

IIN to ensure a successful AEPS transaction.

IIN is the first six digit of the RuPay Debit Card

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116. Can a customer link more than one account to the same Aadhaar number?

x Yes. The customer can link the same Aadhaar number to more than one account subject to bank offering that

feasibility. However, only one account per customer in the bank will be the primary Aadhaar linked bank

account into which all respective AEPS transactions will be effected.

117. Is there any limit on the value of transactions in AEPS?

x Aadhaar based accounts would be opened on the basis of simplified KYC guidelines. The Bank with which you

have linked your Aadhaar number would set the appropriate limit per transaction or in a given day.

118. Which Banking services can the customer avail using AEPS?

x A customer can avail the following four services using AEPS:

• Cash Withdrawal

• Cash Deposit

• Balance Enquiry • Fund Transfer

119. How are the Customer's IIN & Aadhaar Number added in the respective fields on the Micro

ATM terminal?

x At the Micro ATM Terminal the customer has two options. He can either manually input the required information

in the respective fields or he can swipe a RuPay ATM or Micro ATM Card with Aadhaar number that would

extract the relevant data from Card and present for further transaction processing.

120. What happens if the remitter enters an incorrect beneficiary Aadhaar Number for a Fund

Transfer transaction?

x In a Fund Transfer Transaction in AEPS the beneficiary Aadhaar number is required to be entered twice. The

transaction is sent forward only if both the entries are identical.

• Scenario 1- Aadhaar Number does not exist in the database

In case, the remitter enters an incorrect Aadhaar Number of beneficiary for a fund transfer transaction and

such an Aadhaar Number does not exist in the UIDAI database, then the transaction will get declined with

appropriate response on the MicroATM terminal.

• Scenario 2 - Valid Aadhaar Number but Incorrect IIN

If the customer enters an incorrect IIN for the beneficiary with the valid Aadhaar number then the transaction

in most probability will get declined by the beneficiary Bank with an error message as “Invalid IIN”.It may be

possible that the beneficiary may have multiple accounts in various Banks linked to their Aadhaar number.

In such a scenario the wrongly inputted IIN may land with a Bank where the beneficiary has an Aadhaarlinked Bank account, then that particular bank account of the beneficiary will get effected.

121. What are the timings for initiating and receiving AEPS remittances?

x AEPS transactions can be initiated during the business hours of the respective BC centre of the sponsored

Bank.

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122. Does the customer get his money back if a cash deposit transaction fails or times out? If

yes, what is the procedure?

x If a cash deposit transaction fails or times out, then the message on the terminal would show the status of the

transaction as failed. At this point the money is returned by the BC Back to the customer. However, it isrecommended that the customer may initiate a balance enquiry to know if the balance has been effected.

Accordingly another transaction may be initiated after seeing the balance.

123. Will the customer be charged to avail all these services?

x The respective bank would display/ announce the charges for AEPS transactions at the BC counter.

124. How long does it take to credit the beneficiary account?

x The AEPS transactions are real time. The customer would get a transaction receipt for every successful

transaction conducted through AEPS.

125. Is it necessary to have a minimum balance to conduct a financial transaction through

AEPS?

x This will be decided by the respective Bank with which you have an Aadhaar linked Bank account.

126. How does the customer know that the transaction has been completed successfully?

x For any transaction initiated from any MicroATM of any Bank, a transaction receipt would be printed and

handed over to the customer as a record with the transaction status.

127. Are all Banks offering AEPS?

x The updated list of Banks offering AEPS is available on our website www.npci.org.in under the AadhaarEnabled Payment System (AEPS) sub heading.

128. Is AEPS a safe and secure mode of transaction?

x AEPS is a safe and convenient channel enabling micropay ments. Any successful transaction requires your

fingerprint (biometric). This attribute is unique to every individual.Apart from this your biometric travels

completely encrypted using the logic and standard as specified by the UIDAI which are a pre-requisite for any

transaction to be successful initiated by any Micro ATM. Any terminal not having this encryption or not having

this as per UIDAI standards will be unable to affect transaction under AEPS as they will get rejected with an

error code as “invalid encryption” on the terminal.

AEPS only supports real time online biometric verification using the Aadhaar number. The fingerprints

submitted during the enrolment of the individual need to match at the UIDAI server end to make anytransaction successful.

129. What is PoS?

x A Point of Sale-PoS (MicroATM) device is used to facilitate customers to make Cash Deposit, Cash

Withdrawal, Fund Transfer and Balance Enquiry. The PoS device may be a Micro ATM.

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VARIOUS TERMINALS AT BC CUSTOMER SERVICE CENTRE:

Mobile Based Model

e mobile ha an application that allows customers to enter the customer and transaction details. The mobile is linked to

the printer-cum-scanner through Bluetooth which scans the fingerprint data put in by the customer. When the trasaction

is completed the customer receives a transaction receipt stating the finality status.

PoS based Model

This model has an in-built keypad, printer and scanner. The customer can enter their details using the keypad and verify

the same on the screen. They can place their finger on the scanner and accept the receipt upon successful completion

of the transaction.

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130. If a customer dies and is having balance in their account, then what is the process to

withdraw money from his/her account? If possible, please elaborate.

x The nominee of the account would have the rights over the account. However, the exact Procedure to

access the account would be outlined by the respective Bank.

131. Does the customer need to specifically register to conduct transactions through AEPS?

x During the Aadhaar enrolment exercise you may have been asked or filled the KYC form where you may have

indicated the need for a “no frills” bank account. In this case you need not specifically enrol for the AEPS

service.

In case you chose only to get the Aadhaar number during the enrolment exercise then you need to approach

your bank branch and ask for the form to link your Aadhaar number to your existing bank account. Once this is

confirmed by your bank, you are ready to use the AEPS service through any bank Business Correspondent

centre providing the AEPS service.

132. Can a customer link more than one account to the same Aadhaar number within a bank?

x Yes. However the bank shall keep only one of the accounts as primary account which would receive all AEPS

transactions.

133. What details does the customer need to affect an AEPS transaction?

x Three inputs are required: • Customer Aadhaar number

• Customers fingerprint on the Micro ATM for online verification

• IIN number

134. Is there any limit with respect to amount for AEPS transactions?

x Aadhaar based accounts would be opened on the basis of simplified KYC guidelines, where as banks will

have to adhere to a certain limit, based on banks business rules for specific type of account opened.

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C M Y K

Aadhaar

Aadhaar is a 12 digit individual identification number issued by the Unique Identification Authority of India on be half

of the Government of India. This number will serve as a proof of identity and address, anywhere in India.

AEPS

AEPS is a new payment service offered by the NPCI to banks, financial institutions using Aadhaar number and online

UIDAI authentication through their respective Business correspondent service centres. This shall be known as “Aadhaar

Enabled Payment System” and may also be referred to as AEPS.

Anti-Phishing

It consists of computer programs that attempt to identify phishing content contained in websites and e-mail

APB

Aadhaar Payment Bridge is a payment system implemented by NPCI which uses Aadhaar number as a central key for

electronically channelizing the government subsidies and benefits in the Aadhaar Enabled Bank Accounts (AEBA) of the

intended beneficiaries.

Automated Teller Machine (ATM)

It is an electromechanical device that allows authorised users, typically using machine-readable plastic cards, to

withdraw cash from their accounts and/or access other services (allowing them, for example, to make balance enquiries,transfer funds or deposit money).

Banking Ombudsman

A quasi-judicial authority functioning under India's Banking Ombudsman Scheme 2006, and the authority was created

pursuant to a decision made by the Government of India to enable resolution of complaints of customers of banks

relating to certain services rendered by the banks.

Beneficiary

A recipient of funds (payee) or securities. Depending on the context, a beneficiary can be a direct participant in a

payment system and/or a final recipient.

Business Correspondent

Business correspondents are bank representatives. They help villagers to open bank accounts and do banking

transactions (deposit money, take money out of savings account, loans etc.)The Business Correspondent carries a

mobile device. The villager gives his thumb impression or electronic signature, and get the money. Business

Correspondents get commission from bank for every new account opened, every transection made via them, every loan-

application processed etc.

Cash @ PoS

Transactions in which cash is WITHDRAWN from a PoS terminal using a card.

GLOSSARY


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Card Verification Data

Its a security feature embossed or printed on the card for "card not present" payment card transactions instituted to

reduce the incidence of credit card fraud.

Common Services Centers

CSC are multiple-services-single-point model for providing facilities for multiple transactions at a

singlegeographical location. The main purpose of these centres is to provide a physical facility for delivery of e-

Services of the Government of India to the rural and remote locations where availability of computers and Internet is

currently negligible or mostly absent. The introduction of eGovernance on a massive scale is part of the Common

Minimum Programme (CMP) of the current UPA-II government of India

Credit Card

A credit card is a payment card issued to users as a system of payment. It allows the cardholder to pay for goods

and services based on the holder's promise to pay for them.

DBT Or Direct Benefit Transfer

It is an attempt to change the mechanism of transferring subsidies launched by Government of India on 1 January

2013. This program aims to transfer subsidies directly to the people through their bank accounts. It is hoped that

crediting subsidies into bank accounts will reduce leakages, delays, etc.

DBTL

Direct Benefit Transfer for LPG consumer (DBTL) by Ministry of Petroleum and Natural Gas is the scheme aimed to

improve the subsidy administration of LPG across the country. Information about DBTL, its methodology, eligibility

criteria for receiving subsidy in bank account and DBTL districts is given. Users can access list of aadhaar enabled

banks, DBTL helpline, DBTL forms, etc. Details related to checking aadhaar enrollment status, aadhaar enrollmentcentres, generating e-aadhaar, linking aadhaar to LPG consumer number, etc. are also available.

Debit Card

It is a card that gives you online access to your bank account.The debit cum ATM card allows you to purchase goods

at shops and also gives you the freedom to withdraw cash from ATMs in India and abroad. You can also use your

debit card online for shopping, booking air/rail/ movie tickets & utility bill payments if such services are provided by

the card issuing banks.

E-Commerce

SHORT for electronic commerce, is trading in products or services using computer networks, such as the Internet

add such as - BOOKING of The IRCTC Tickets, Mobile Recharge , Movie Tickets etc.

EMV

It a technical standard for smart payment cards and for payment terminals and automated teller machines which

can accept them. EMV cards are smart cards (also called chip cards or IC cards) which store their data on integrated

circuits rather than magnetic stripes, although many EMV cards also have stripes for backward compatibility.

Financial Transaction

It an agreement, communication, or movement carried out between a buyer and a seller to exchange an asset for

payment. It involves a change in the status of the finances of two or more businesses or individuals


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Fund Transfer

The transfer of money from one bank account to another, either within a single financial institution or across multiple

institutions, with or without computer-based systems.

IIN

Issuer Identification Number, also known as the IIN Number or The Bank Identification Number, also known as the BIN is

used interchangeably. The IIN is the first 6 digits of the card number. The purpose of the numbering system is to uniquely

identify a card issuing institution in an international interchange environment. All IINs assigned are six digit numbers and

each card issuer is entitled to one IIN (outside of its membership of any card schemes, for example an IIN assigned from

NPCI). Therefore only one IIN will be assigned to each card issuer. This IIN must be used only to identify the card issuer

Indian Financial System Code (IFS Code)

It is an alphanumeric code that uniquely identifies a bank-branch participating in the two main Electronic Funds

Settlement Systems in India: the Real Time Gross Settlement (RTGS) and the National Electronic Funds Transfer (NEFT)

Systems. This is a 11-character code with the first four alphabetic characters representing the bank name, and the last sixcharacters (usually numeric, but can be alphabetic) representing the branch. The fifth character is 0 (zero) and reserved

for future use

IMPS

IMPS (Immediate payment service) is an instant money transfer service introduced by NPCI which provides 24X7 instant

fund transfer facility to bank as well as to non-bank (through RBI authorised PPIs) customers across India.

Insurance Cover

The amount of risk or liability covered for an individual or entity by way of insurance services. Insurance coverage is

issued by an insurer in the event of an unforeseen or unwanted occurrences. There are generally different types ofinsurance coverage.

Interoperability

The set of arrangements/procedures that allows participants in different systems to conduct and settle payments or

securities transactions across systems while continuing to operate only in their own respective systems.

Kisan Credit Card

KCC credit card to provide affordable credit for farmers in India. The Kisan Credit Card allows farmers to have cash credit

facilities without going through time-consuming bank credit screening processes repeatedly. Repayment can be

rescheduled if there is a bad crop season, and extensions are offered for up to four years. The card is valid for five years

and subject to annual renewals. Withdrawals are made using slips, cards, and a passbook

Know Your Customer

KYC is the process of a business verifying the identity of its clients. The term is also used to refer to the bank regulation

which governs these activities. Know your customer processes are also employed by companies of all sizes for the

purpose of ensuring their proposed agents', consultants' or distributors' anti-bribery compliance.

Microfinance Institutions

A financial institution specializing in banking services for low-income groups or individuals. A micro finance institution

provides account services to small-balance accounts that would not normally be accepted by traditional banks, and

offers transaction services for amounts that may be smaller than the average transaction fees charged by mainstreamfinancial institutions.


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Micro ATM

It is a POS device with a biometric reader used for doing Aadhaar enabled transactions

MMIDMobile Money Identification Number (MMID) is a seven digit number of which the first four digits are the unique

identification number of the bank offering IMPS

Mobile Banking

A term used to refer to systems that allow customers of a financial institution to conduct a number of financial

transactions through a mobile device such as a mobile phone or tablet.

NACH (National Automated Clearing House)

It is a web based solution to facilitate interbank, high volume, electronic transactions which are repetitive and

periodic in nature. NACH System can be used for making bulk transactions towards distribution of subsidies,dividends, interest, salary, pension etc. and also for bulk transactions towards collection of payments pertaining to

telephone, electricity, water, loans, investments in mutual funds, insurance premium etc.

National Financial Switch

NFS is the largest network of shared automated teller machines (ATMs) in India. It facilitates routing of ATM

transactions through inter-connectivity between the Bank's Switches, thereby enabling the citizens of the country to

utilize any ATM of a connected bank.

Non-Bank Financial Companies

NBFCs are financial institutions that provide banking services without meeting the legal definition of a bank, i.e. one

that does not hold a banking license. These institutions typically are restricted from taking deposits from the publicdepending on the jurisdiction. Nonetheless, operations of these institutions are often still covered under a country's

banking regulations

Non Financial Transactions

Transactions that do not result in a transfer of funds between accounts such as MINI Statement, Balance Enquiry etc.

NPCI Mapper

It a repository of Aadhaar numbers maintained by the APB system and used for the purpose of routing the APB

transactions to the destination banks. The NPCI mapper contains aadhaar number along with IIN of the bank to

which the customer has seeded his/her aadhaar number. Banks need to upload Aadhaar number in NPCI mapper ina specified file format through NACH portal.

NUUP

National Unified USSD Platform (NUUP) offered on a short code *99# is a service which takes banking services to

every common man in this country. The service would allow every banking customer to access banking services with

a single number across all banks.

On-Us Transactions

A card transaction in which issuer and the acquirer is from the same institution is an ONUS transaction

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Off -Us Transactions

A card transaction in which issuer and the acquirer are separate entities is an OFF US transaction. For off- us

transactions, authorization will be routed through the NPCI network. NPCI will perform the clearing & settlement for both

the members ( Acquirer & Issuer ).

One-Time Password (OTP)

A password that is valid for only one login session or transaction, on a computer system or other digital device.

Pay Secure

It is a payment service that allows you to use your RuPay debit card for online purchases. It allows the customer to use his

ATM PIN to make the payment online. It uses a simplified yet secure architecture. It offers additional security measures

wherein the mode of validation is by selecting an image and passing a phrase.

Personal Identification Number (PIN)

A personal and confidential numerical code which the user of a payment instrument may need to use in order to verify

his/her identity. In electronic transactions, this is seen as the equivalent of a signature.

Platinum Cards

It is a variety of debit cards which provides greater facilities and discounts for premium or privileged customers.

PoS

Point of Sale device used for purchase transactions at merchant locations. This term refers to the use of payment cards at

a retail location (point of sale). The payment information is captured either by paper vouchers or by electronic terminals,

which in some cases are designed also to transmit the information. The arrangement may be referred to as “electronic

funds transfer at the point of sale” (EFTPOS).

Pradhan Mantri Jan Dhan Yojana

PMJDY is a National Mission for Financial Inclusion to ensure access to financial services, namely Banking Savings &

Deposit Accounts, Remittance, Credit, Insurance, pension in an affordable manner.

Prepaid Payment Instruments

PPIs are those which facilitate purchase of goods and services against the value stored on such instruments. The value

stored on such instruments represents the value paid for by the holder, by cash, by debit to a bank account, or by credit

card.

Remittance

A sum of money sent in payment or as a gift

RBI

The Reserve Bank of India is India's central banking institution, which controls the monetary policy of the Indian rupee

RuPay

RuPay is an Indian domestic card scheme conceived and launched by the National Payments Corporation of India

(NPCI). It was created to fulfill the Reserve Bank of India's desire to have a domestic, open loop, and multilateral system

of payments in India. RuPay facilitates electronic payment at all Indian banks and financial institutions.

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Sum Insured

A maximum amount that an insurance company will pay to someone who makes a claim

Self-Help Group

SHGs is a village-based financial intermediary committee usually composed of 10–20 local women or men. A mixed

group is generally not preferred. Most self-help groups are located in India, though SHGs can be found in other

countries, especially in South Asia and Southeast Asia.

Two-Factor Authentication

2FA is 1984 technology that provides identification of users by means of the combination of two different

components. These components may be something that the user knows, something that the user possesses or

something that is inseparable from the user

Unstructured Supplementary Service Data USSD is a protocol used by GSM cellular telephones to communicate with the service provider's computers. USSD

can be used for WAP browsing, prepaid call back service, mobile-money services, location-based content services,

menu-based information services, and as part of configuring the phone on the network

Unique Identification Authority of India

UIDAI is a central government agency of India. It is attached to the erstwhile Planning Commission of India, now NITI

Aayog. Its objective is to collect the biometric and demographic data of residents, store them in a centralized

database, and issue a 12-digit unique identity number called Aadhaar to each resident. It is considered the world's

largest national identification number project.

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HIGHLIGHTS OF GOVERNMENT SCHEMES

Government through the Budget Speech announced three ambitious Social Security Schemes pertaining to the

Insurance and Pension Sectors, namely Pradhan MantriJeevanJyotiBimaYojana (PMJJBY), Pradhan Mantri Suraksha

BimaYojana (PMSBY)and an the Atal Pension Yojana (APY) to move towards creating a universal social security system,

targeted especially for the poor and the under-privileged. Hon'ble Prime Minister launched PMJJBY and PMSBY

schemes nationally in Kolkata on 9th May, 2015.

Risk Coverage ` 2 lakh incase of death

for any reason

Accidental Death & Full Disability: ` 2 Lakhs

Partial Disability: ` 1 Lakh

Available to people in the age group of

18 to 50. People who join the scheme

before completing 50 years can, however,

continue to have the risk of life cover

up to the age of 55 years subject to

payment of premium

Available to people in age group

18 to 70 years

` 330 per annum ` 2 per annum

The premium will be directly auto-debited by the bank from the

100 Payment Literacy Manual PDF 200815

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Transcript of 100 Payment Literacy Manual PDF 200815