DigiSaathi: RBI launches 24/7 helpline for customers’ digital payment queries

The Reserve Bank of India along with National Payment Corporation India launched the DigiSaathi, which will help customers of payments systems including cards.

DigiSaathi contact details

• Toll-Free Number (IVR): 14431 or 1800 891 3333
• Website: digisaathi.info + Chatbot

“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,” said TV Ravi Shankar, deputy RBI Governor.


Queries on products and services :

• Information on various products and services viz. Cards (Debit / Credit / Prepaid) – POS/ECOM, UPI, NEFT, RTGS, IMPS, AePS, NETC, BBPS, USSD, PPI Wallets, ATM, QR (UPI/Bharat), CTS, MTSS, TReDS, NACH, Mobile and Net banking.
• Providing contact details of various payment system participants (banks & non-banks), as submitted by the participants.

The customer can submit questions about digital payment products and services, and the most relevant and appropriate information will be delivered to the User as soon as possible. The queries/questions asked will be examined on a regular basis in order to keep the FAQs and responses up to date, according to the Digisaathi website.


What is Digisaathi? How will it help customers?
DigiSaathi is a 24-hour information hotline for digital payment goods and services. The Platform is set up, controlled, and maintained by NPCI on behalf of a group of payment system operators and participants (banks and non-banks) in order to help the Indian payments industry flourish.

Various payment industry participants (banks and non-banks) have joined to create the www.digisaathi.info website, chatbot, IVR, or any mobile and/or web application (collectively, the "Platform") for end customers using the payment products/services offered by various payment industry participants to obtain information about digital payment products and services, in line with the Reserve Bank of India's vision.

Note that the backend of the platform is controlled by an artificial intelligence (AI) bot. Bots will be regularly taught over time in order to improve their replies and accuracy, according to Digisaathi website.

According to RBI press release, "The 24x7 Helpline – ‘DigiSaathi’ – provides a channel to obtain help on the entire gamut of digital payments. Automated responses on information related to digital payment products and services are available in Hindi and English through multiple options like – (a) toll-free number (1800-891-3333), (b) a short code (14431), (c) website – www.digisaathi.info, and chatbots.
DigiSaathi will assist users with their queries on digital payments via website & chatbot facility and through toll-free calls where user can dial or call out the options / products for which the information is required. More interactive options and language choices shall be enabled going forward."