RTGS System – Use of NEFT Customer Facilitation Centres

RTGS System – Use of NEFT Customer Facilitation Centres

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.