The RTGS Participants i.e Bankers, Customers, RBI-DPSS, have felt the need for RTGS Customer facilitation centres on the same line of NEFT Customer Facilitation Centres launched in 2009.
As the NEFT Customer Facilitation Centres, has been a success, RBI has advised Banks to make use of the same centres to resolve RTGS complaints too.
The Notification can be accessed @ http://www.rbi.org.in/scripts/NotificationUser.aspx?Id=6164&Mode=0
In majority of the banks, there is a common hub for both RTGS and NEFT transactions. Such banks should be able to quickly adapt to the above directives.
In the few banks, which have a different hub for RTGS and NEFT, the adaptability will be a little slow.
In the long run, Banks will find it advantageous to have a common hub for RTGS/NEFT monitoring or at least be in the same location.
From the customer’s view, a transaction routed through RTGS or NEFT is irrelevant as long as it is a ePayment transaction.
Ideally, in the front end for customers accessing the Net Banking, there should be minimal difference between RTGS and NEFT Data-entry screens.
As I keep repeating, Banks should have a common email id, which will be easy to remember. Some suggestions.
epayments@_____________ (bank name)
ccuseapayments@_________(bank name)
Individual email id’s should be discouraged, as the emails will become invalid, on the person leaving the organization or moving to other department.
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