Most of us use at least one payment service provider (PSP) in Nepal, and people run into problems with them every day. I’ve had plenty, which is why I’m writing this.
In 2021 there were 28 PSPs licensed by Nepal Rastra Bank. The most used were eSewa Fonepay Pvt. Ltd. (eSewa), Sparrow Pay Pvt. Ltd. (Khalti), IME Digital Solution Ltd. (IME Pay) and Prabhu Technology Pvt. Ltd. (Prabhu Pay).
NRB’s financial customer protection rules rest on six principles:
- Protecting the interests of financial customers
- Equal treatment
- Disclosure
- Transparency
- Accountability
- Hearing complaints and resolving disputes
How to file a complaint#
If a bank, wallet or other financial service provider licensed by NRB has treated you unfairly, for example through delays, negligence, misinformation or unclear transactions, you can complain to NRB. These are the steps NRB lists on its grievance portal:
- Complain to the provider first. NRB asks you to go to them before coming to it.
- If they don’t resolve it, or you’re not happy with their answer, open NRB’s Grievance Management System (opens in a new tab) and click “Lodge a Complaint”.
- Fill in your details (name, mobile number and email), your address, the provider you’re complaining about, and the complaint itself, with any documents that support it.
- NRB emails you a registration number. Enter it under “Track Complaint” to follow progress. The final reply also comes by email.
NRB won’t take up complaints with wrong contact details or incomplete information, complaints already in a court or arbitration, or complaints about organisations it doesn’t license.