EXPLAINED: What is DigiSaathi and how it can help you with digital payments

• DigiSaathi is a helpline for the customers of payments systems including cards, ATM, UPI.
• It will also provide contact details of various payment system participants, both banks and non-banks.
• There are 13 constituents of the working committee for DigiSaathi, including SBI, Amazon Pay and Google Pay.

The Reserve Bank of India (RBI), along with the National Payments Corporation of India (NPCI), launched DigiSaathi — a helpline for the customers of payments systems including cards, ATM, UPI — on Tuesday afternoon.

Along with this, the central bank also launched UPI123Pay, which will allow feature phone users to make payments through unified payments interface (UPI). RBI governor Shaktikanta Das, while announcing the initiatives mentioned that “the initiatives launched today have the potential to deepen the digital ecosystem and financial inclusion.”

You can read more about how RBI plans to enable UPI payments on feature phones without the internet here.

What is DigiSaathi? What information will it offer?

DigiSaathi is a 24-hour information hotline built for the users of digital payments products and services. The helpline would offer information on various products and services offered across payment cards of all kinds (including debit, credit and prepaid cards), UPI, QR-based payments, mobile or net banking, ATMs and more.

Besides this, it will also provide contact details of various payment system participants, both banks and non-banks.

“This initiative will help customers address queries in the digital payments umbrella including cards. Right now it is available in two languages – English and Hindi; we are working towards including all vernacular languages. Going forward, human intervention could also be included,” T Rabi Sankar, the deputy governor of RBI, said.

The platform would be set up, operated, and maintained by the NPCI on behalf of a group of payments system operators and participants.

How to reach out to DigiSaathi?

There are two ways to get information from DigiSaathi. A user can simply call on a toll-free number 14431 or 1800 891 3333.

Besides this, they can also search its official website, digisaathi.info, for the same. The website has incorporated chatbots, which will be regularly trained to improve response and accuracy in the time to come, DigiSaathi’s website read. A user can simply type their query on the “search bar” on the DigiSaathi website or interact with the chatbot for the response.

“The user can ask queries about digital payment products and services, most relevant and appropriate information towards, which shall be provided to [the] user on a best effort basis,” the website reads.

There are 13 constituents of the working committee for the DigiSaathi, including State Bank of India (SBI), Bank of Baroda (BoB), ICICI Bank, Visa, Master Card, Amazon Pay, Google Pay, Indian Banks Association and Payments Council of India (PCI).

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