Procedural Guidelines For Bharat Bill Payments System (BBPS)

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Procedural Guidelines For Bharat Bill Payments System (BBPS) Ver 1.0 November 2015 Page. 1 Contents 1 Short title of the service Objective Scope of BBPS Benefits of BBPS Customer
Procedural Guidelines For Bharat Bill Payments System (BBPS) Ver 1.0 November 2015 Page. 1 Contents 1 Short title of the service Objective Scope of BBPS Benefits of BBPS Customer Benefits Participants Benefit System Participants Bharat Bill Payment Central Unit (BBPCU) Bharat Bill Payment Operating Units (BBPOUs) Others Billers Agent Institutions Agents Sponsor Bank Eligibility Criteria for System Participants Eligibility Criteria for BBPOU Eligibility Criteria for Non-Bank Entities (BBPOU) Eligibility Criteria for Bank Entities (BBPOU) Process of seeking exit/resignation from membership (BBPOU) Migration of biller in case of exit of BBPOU Process of Listing of Billers Process of Delisting of Billers in BBPS Process for On-boarding an Agent Institution Process for On-boarding Agents Process of Listing of Agent Institution/Agents Process of Delisting of Agent Institution/Agents Agent Institution- BBPOU Conversion BBPOU-Agent Institution Conversion Page. 2 6.13 Merger of BBPOUs Demerger Technical Configurations for Members Notification to System Participants Suspension & Termination of Membership Process of BBPS Membership Deactivation / Suspension/ Termination Certification & Compliance Roles & Responsibilities BBPCU BBPOU Billers Agent Institutions and Agents Sponsor Bank Bill Payment Option Quick Pay Registered Customer Modifications/De-registration of Customer BBPS Brand Usage & Philosophy Advertising Rules Prohibition of BBPS logo upon Termination & Suspension Intellectual Property Rights Operating Procedure Adherence to BBPS guidelines Connectivity Modalities for offline and online mode connectivity for Billers: Offline Online Mode Data Protection & Security Security Considerations Page. 3 Protection of customer data Protection of Authentication Credentials Compliance to standards Settlement Account a) Settlement of ON b) In case of OFF Transaction Reports Audits by BBPOUs Service Level Agreement Confirmation of Bill Payment / Transaction Receipt Complaint Management System Mode of Payments Transaction & Settlement Process Flow Bill Payments via Cash Bill Payment via Card Payment via Netbanking/IMPS Settlement Arrangement Settlement Procedures Settlement timings Settlement Flow for OFF-US transactions Refunds Transaction Identification Message transformation Settlement of Bills BBPOU-Biller connected online BBPOU-Biller connected offline Settlement Guarantee Fund Invoicing & Charges Transparency and Disclosure standards Page. 4 23 Technical Specifications Steering Committee for BBPS Steering committee Functions Composition of BBPS Steering Committee Audit by BBPCU MIS & Reports Risks & Fraud Mitigations Independent oversight and governance Risk of money laundering associated with the payment modes Information Security Fraud Reporting Indemnification Confidentiality BBPCU Service provider liability Non-disclosure agreement Procedural Guideline Amendments Dispute Resolution Mechanism/Framework Penalty/Fines Frequent Deviation from Common Operating Procedures Pending Dues Invoicing Annexure I: Non - Bank BBPOU Annexure II: Bank BBPOU Annexure III: Settlement Guarantee Fund BBPS Introduction of SGF Purpose of SGF in BBPS Challenges in SGF Constitution of the SGF Components of Settlement Page. 5 Determining the Transaction Throughput based Contribution Collection of Contribution Periodic Review SGM Operation Fund Maintenance SGF Utilisation Operating the Line of Credit Facility Determination of Penal Charges Payment Queuing Prioritization Gridlock Resolution Determination and distribution of Losses Regulation and Policies SGF Fund Usage Annexure IV: Dispute Management System Annexure V: BBPS Failure Scenario Annexure VI: Tripartite Agreement PURPOSE ROLES AND OBLIGATIONS OF NPCI AS BBPCU ROLE AND OBLIGATION OF THE BBPOU ROLES AND OBLIGATIONS OF SPONSOR BANK PAYMENT LIABILITY INDEMNIFICATION TERM OF AGREEMENT TERMINATION CONSEQUENCES OF TERMINATION DISPUTE RESOLUTION REPRESENTATION AND WARRANTIES NTELLECTUAL PROPERTY RIGHTS Page. 6 38.14 PUBLICITY CONFIDENTIAL INFORMATION GENERAL Annexure VII: Standards on Branding Authorized Use of BBPS Trademarks, Logo, etc Unauthorized Use of BBPS Trademarks Annexure VIII: Risk & Mitigations Annexure IX: Reports Annexure X: BBPS Complaint Management System Transaction based complaint Service based complaint Page. 7 1 Short title of the service Bharat Bill Payment System (BBPS) will function as a tiered structure for operating the bill payment system in India with a single brand image providing convenience of anytime anywhere bill payment to customers. 2 Objective The objective of the BBPS is to implement an integrated bill payment system in the country that offers interoperable and accessible bill payment services to customers through a network of agents, enabling multiple payment modes, and providing instant confirmation of receipt of payment. 3 Scope of BBPS 1. To begin with, BBPS would include activities to facilitate collection of repetitive (monthly, bi-monthly, quarterly etc.) payments for everyday services provided by service providers. Illustratively, these would cover utility bill payments such as electricity, water, gas, DTH, telecom services, etc. 2. The scope of BBPS would be extended to include services facilitating the collections of other types of payments such as, school / university fees, municipal taxes/ payments, and other bills, mutual funds and insurance premium, various government taxes etc. as decided from time to time by the Reserve Bank of India 3. Service points will be available in the form of physical infrastructure, viz., branch offices, collection centres and owned/agent outlets. BBPS would also facilitate online payments. Customers may be offered options for multiple payment mechanisms for bills/collections, i.e., Cash, Debit Cards, Credit Cards, prepaid payment instruments including wallets, and other electronic payment options such as Net banking, IMPS, etc. Note: The scope of BBPS, universe of participating billers and service points and available payment methods maybe gradually expanded. Page. 8 4 Benefits of BBPS The benefits expected to accrue to the customers and other stakeholders are enumerated below. The full range of benefits will become available over a period of time as the scope of BBPS is enhanced and its phase-wise implementation takes place. 4.1 Customer Benefits 1. BBPS will offer the facility of Anytime Anywhere payment of bills, participating on BBPS network, to customers through a network of agents. 2. It is expected to provide an accessible bill payment system to the large segments of unbanked and under-banked population. 3. BBPS will provide interoperability so that consumers can pay the bills of any biller at a single point and facilitate payments via multiple modes i.e. Cash, Debit Cards, Credit Cards, Prepaid payment instruments including wallets and other electronic payment options such as Net banking, IMPS, NEFT, etc. 4. The bill payment service points are expected to become ubiquitous, available to consumers near their place of work or residence. 5. The BBPS outlets could include bank branches, business correspondents, Customer Service Points, retail agents of aggregators, ATMs (Automated Teller Machine), Kiosks, etc. Any customer will be able to pay bills of the billers enrolled in the BBPS system at any BBPS outlet. 6. Furnishes instant confirmation of payment made via a payment receipt/confirmation message. The receipt could be in the form of SMS/ / print out as desired by the customer 7. The BBPS brand will assure trust and confidence amongst consumers for the certainty, reliability and safety of the transaction. 4.2 Participants Benefit 1. Will set up bill payment standards for the entire system and its participants in India. 2. Will be an efficient and convenient medium for customers and other stakeholders. 3. A number of value-added services relating to bills payments can be offered to consumers by the BBPOUs in course of time, subject to strict compliance with data privacy and security issues and standards. Will significantly reduce the systemic risks in collection and settlements. Page. 9 4. Has the potential to reduce the expenditure that billers incur on collection of bills at their own collection centres. 5. Will lead to faster migration from assisted mode to self-service mode of payment and from cash payments to e-payment of bills. 6. Potential to facilitate e-presentation of bills and quick e-payment of bills. 7. Entry barriers for the small billers and billers with restricted geographic presence will be significantly reduced. 8. Greater competition among the participants in the system which will benefit the consumers. 9. BBPS system will have active fraud monitoring and risk mitigation system in place. 10. An effective, efficient and centralized mechanism for handling customer complaints and grievances with committed SLAs for resolution. 5 System Participants The BBPS will consist of two types of entities carrying out distinct functions 5.1 Bharat Bill Payment Central Unit (BBPCU) Will be the single authorized entity operating the BBPS. The BBPCU will set necessary operational, technical and business standards for the entire system and its participants, and also undertake clearing and settlement activities. The National Payments Corporation of India (NPCI) will be authorised as the BBPCU to implement the BBPS. (Till such time as BBPCU is formally launched as a separate vertical or SBU under NPCI, all functions, roles and responsibilities of BBPCU will be discharged by NPCI. Hence, in this document, NPCI and BBPCU have been used interchangeably). 5.2 Bharat Bill Payment Operating Units (BBPOUs) Will be the authorised by RBI as operational units, to function in adherence to the standards set by the BBPCU. While there will be a single BBPCU, there could be multiple BBPOUs operating under the BBPS. Thus they will operate under a tiered structure which could be further strengthened through an agent network through agent institutions. BBPOUs will on-board billers, aggregators, payment gateways, set up agent network and customer touch points to handle bill payments through different delivery channels, including self-service, assisted, electronic and manual modes. BBPOUs may be bank as well as non-bank entities. Page. 10 5.3 Others Apart from the authorized entities as above, the other participants in the BBPS will include the agents of BBPOUs, payment gateways, banks, billers and service providers and other entities offering payment services Billers Billers are the service provider who collect payments from customers/ consumers and will participate in the BBPS through BBPOU. The category of billers participating in BBPS will be specified from time to time Agent Institutions BBPOU will on-board Agent institutions which may further on-board agents and/ or set up customer service points in various regions and locations Agents Agents will be the customer touch points and service points which will be available in the form of branch offices, collection centres and outlets. Agents will accept bill payments through various modes. Agents may be on-boarded either directly by BBPOU or by Agent Institutions to offer BBPS services. Agents on-boarded by Agent Institutions are also referred to as Sub-agents Sponsor Bank In case of ON-US transactions, the BBPOUs will identify a settlement bank where the agents and the billers need to maintain their settlement accounts and the BBPOU will arrange to settle the amounts to the billers and agent institutions / agents through the settlement bank and designated settlement accounts. In case of OFF-US transactions, since the clearing and settlement to BBPOUs will be done by the BBPCU, the BBPOUs will have to indicate a designated settlement bank account through which the OFF-US settlement transactions will be processed by the BBPCU. In case of a non-bank BBPOU, the designated settlement account will be of its sponsor bank. Page. 11 6 Eligibility Criteria for System Participants 6.1 Eligibility Criteria for BBPOU Eligibility Criteria for Non-Bank Entities (BBPOU) The eligibility criteria for non-bank entities seeking to operate as BBPOUs would be as per the guidelines issued by RBI. The present guidelines have prescribed the following: a) The entity should be a company incorporated in India and registered under the Companies Act 1956 / Companies Act b) The Memorandum of Association (MOA) of the applicant entity must cover the proposed activity of operating as a BBPOU. c) The applicant entity should have a net worth of at least INR 100 crore as per the last audited balance sheet and the same has to be maintained at all times. d) In case of any Foreign Direct Investment (FDI) in the applicant entity, necessary approval from the competent authority as required under the policy notified by the Department of Industrial Policy and Promotion (DIPP) under the consolidated policy on FDI and regulations framed under the Foreign Exchange Management Act (FEMA) must be submitted while seeking authorization. e) The company must have domain experience in the field of bill collection/services to the billers, and relevant experience in transaction processing for a minimum period of one year. f) The entity must seek authorization under the Payment and Settlement Systems Act, 2007 from the Reserve Bank of India for its operations. Entities that fall under the scope of BBPS and have applied to RBI for authorisation but presently do not meet the eligibility criteria as above, will have to proceed as follows: a) They may be given one-time extension by RBI to meet the eligibility criteria and can continue to engage in bill payments activities during this extended period. b) In case they do not meet the eligibility criteria within the extended period, they will be required to become agents of an existing BBPOU or exit the business of bills payment by the date prescribed by RBI. The process of authorization of an eligible non-bank entity to operate as BBPOU and joining BBPS as BBPOU is given in Annexure - I. Note: Billers own collection points will continue as hitherto, even after operationalisation of BBPS. Page. 12 6.2 Eligibility Criteria for Bank Entities (BBPOU) Banks which are desirous of operating as BBPOUs would need to obtain one-time approval from the Reserve Bank of India under the Payment and Settlement Systems Act, The process of authorization of banks to operate as BBPOU and joining BBPS as BBPOU is given in Annexure II. NOTE: All existing and proposed entities (both bank and non-bank entities) falling within the scope of BBPS (as indicated by RBI from time to time) i.e. providing bill aggregation and/or bill payment services, will have to participate in the system either as a BBPOU or as an entity connected through a BBPOU. In the event of their failing to do so within the time limits prescribed by RBI, they will not be allowed to offer bill aggregation or bill payment services thereafter as an independent entity. Thus for both ON-US and OFF-US transactions Only BBPOUs can have commercial agreement with billers BBPOUs alone can have clearing and settlement with the billers BBPCU will clear and settle only with BBPOUs for OFF-US transactions 6.3 Process of seeking exit/resignation from membership (BBPOU) A BBPOU may resign from the BBPS membership after giving a notice of 60 days in writing to BBPCU. The BBPCU shall conduct an audit prior to acceptance of the resignation of the BBPOU from the membership of BBPS. The acceptance will be subject to settlement of all outstanding dues and liabilities arising out of complaints/disputes raised on the BBPOU. Resignation/exit application submitted by the BBPOU will be finally accepted by BBPCU subject to approval from RBI. After receiving approval from RBI, BBPCU shall inform all participants regarding the resignation of BBPOU. On the expiration of such a notice, the member resigning shall cease to be a member of BBPS. BBPCU will also disconnect its Network service to such a member. 6.4 Migration of biller in case of exit of BBPOU Billers may migrate in the following two scenarios: In case BBPOU resigns A BBPOU may resign or exit from the BBPS membership at any time on giving a notice of 60 days in writing to BBPCU. In such a case Billers associated with the BBPOU can choose, or start discussion with, other BBPOUs. Billers on boarding process with other BBPOUs will depend on their mutual understanding and agreement. In case Membership of a BBPOU is terminated In case the membership of a BBPOU is terminated, Billers connected to this BBPOU (for BBPS) will be assigned another BBPOU on a temporary basis for a period of 60 days. Within this period Page. 13 the Billers may decide whether to remain with the assigned BBPOU or migrate to some other BBPOU as per their mutual understanding and agreement. 6.5 Process of Listing of Billers Billers will be on-boarded in BBPS by BBPOUs only. BBPOUs will send a formal request for approval to BBPCU for addition of a new biller s name when on-boarded after completion of all formalities and compliance with the standards set by BBPCU for on-boarding of billers. After receiving the approval of BBPCU, the BBPOU will add the entry of the newly on-boarded biller, who will then be listed under the respective BBPOU s profile BBPCU shall issue a unique id for each biller. Same information will be updated to all system participants based on BBPCU authorization/approval. Thereafter the biller will be part of the BBPS and available as ON-US biller for the on-boarding BBPOU and OFF-US biller for other BBPOUs. Note 1: Although a biller can participate in BBPS through multiple BBPOU s, there will be a core or default BBPOU through which Biller will get BBPS services i.e. Daily MIS, Settlement files etc. All OFF-US transactions will get routed to the default BBPOU while handing bill payment. The Default BBPOU will be set in consensus with the biller. The biller may change the default BBPOU for valid reasons after giving a notice of 60 days to the existing default BBPOU and BBPCU. On being satisfied with the reasons adduced for the requested change, BBPCU will carry out the change and advise the system participants. Note 2: In course of time, for BCP considerations, BBPS will endeavour to facilitate billers to nominate more than one default BBPOU based on well-defined rules for routing transactions. Note 3: BBPCU may maintain a negative list of billers whose presence in the BBPS system is considered to be detrimental to the system. The negative list will be approved by the Steering Committee (referred to Section 23) from time to time. 6.6 Process of Delisting of Billers in BBPS BBPOU may delist a biller on valid and justifiable grounds. Illustratively, a BBPOU may delist a biller, inter-alia, for any of the following reasons: 1. In case of breach of BBPS guidelines 2. In case of agreement failure between BBPOU & billers 3. In case the biller company declares Bankruptcy 4. In case the biller has indulged in fraudulent practices in billing or collection 5. Any unforeseen circumstance or contingency that compromises or jeopardizes the system. For any delisting of biller, BBPOU will send a formal intimation/ advice to BBPCU as soon as the event necessitating delisting occurs but in no case later than 30 days. Page. 14 The delisting will be effective once BBPOU removes the entry of the biller upon receiving BBPCU approval and thereafter the biller will no longer be listed in the respective BBPOU s section. In case a biller has relationship with multiple BBPOUs, the delisting will be effective only for the BBPOU that undertakes the process of delisting biller s entry. Any delisting application submitted by the Biller through the respective BBPOU will be finally accepted by BBPCU subject to settlement of all outstanding dues and liabilities arising out of complaints/disputes raised on the Biller. BBPCU may suo-moto require BBPOUs to delist a bill
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