Customer Protection Policy

As part of customer protection framework Oxigen shall ensure and provide the protection to its customers against any loss due to unauthorized/fraudulent transaction as per the regulatory directions.

Fraud Reporting – Direct 24x7 mechanism

Wallet customers would be provided with SMS keyword for immediate blocking of wallets in case, the customer is been defrauded.

  • Customer will send "BLOCK <10 digit mobile number to be blocked><space><optional reason>" to 9971888888 from the Oxigen Wallet registered mobile number.
  • Oxigen will immediately block the wallet
  • User will get an acknowledgement and complaint number via email from the customer care team.

Note: the SMS should be received from the same mobile number, which is to be blocked.

Customer Liability and Risks

The risks and liabilities involved as per the matrix given in the Customer Protection Policy (appended below):

Customer Liability in case of Unauthorised Electronic Payment Transactions through Oxigen Wallet
S. No. Particulars Maximum Liability of Customer
(a) Contributory fraud / negligence / deficiency on the part of the PPI issuer, including PPI-MTS issuer (irrespective of whether or not the transaction is reported by the customer) Zero
(b) Third party breach where the deficiency lies neither with the PPI issuer nor with the customer but lies elsewhere in the system, and the customer notifies the PPI issuer regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from the PPI issuer and the reporting of unauthorised transaction by the customer to the PPI issuer -
i. Within three days# Zero
ii. Within four to seven days# Transaction value or ₹10,000/- per transaction, whichever is lower
iii. Beyond seven days# As per the Board approved policy of the PPI issuer
(c) In cases where the loss is due to negligence by a customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to the PPI issuer. Any loss occurring after the reporting of the unauthorised transaction shall be borne by the PPI issuer.

Reversals of Fraud Transactions

  • Upon receiving a call for a fraud transaction, the Customer Care team shall advise user to send the SMS to block the wallet, if not already done.
  • After blocking the Oxigen Wallet, Oxigen Fraud and Risk Team shall investigate the issue, to establish the liability of the fraudulent transaction.
  • Oxigen shall ensure that a complaint is resolved and liability of the customer, if any, established within 90 days from the date of receipt of the complaint.
  • If and once customer liability is eliminated, Oxigen shall credit (notional reversal) the amount involved in the unauthorised electronic payment transaction to the customer’s wallet within 10 days from the date of such notification by the customer.