1  PURPOSE

The purpose of this document is to define a step-by-step procedure regarding handling of Disputes in light of guidance of State Bank of Pakistan (SBP). This will play a vital role to provide convenience and good Customer experience of Performing transactions, improve transparency, timing management and the system availability for 24X7 basis to log and manage disputes.

2  CONFIDENTIALITY

This document is the property of AFT. It contains information that is proprietary, confidential, or otherwise restricted from disclosure. Dissemination, distribution, copying or use of this document in whole or in part by anyone other than the intended recipient is strictly prohibited without prior written permission of AFT.

3  DISCLAIMER

This document will be used as user manual regarding handling of (fraudulent/Disputed transactions). AFT does not, by the publication of this document intend to urge action that is not in accordance with applicable rules and regulations by any regulator/court of law and authorized agencies of Pakistan.

4  INTRODUCTION

AFT is committed to serve the customers in a digital way to increase operational excellence in daily business as usual.

Salient Features of Dispute Handling Process: –

• System will work with maker checker concept.
• System will support dispute handling of fraudulent IBFT disputed transactions.
• disputes will be handled through system instead of manual work.
• There will be centralized monitoring of fraudulent disputes by AFT
• System will support dispute resolution process as per agreed Standard Operating Procedure (SOP).
• Customized reports generation.
• User friendly screens for the end

5  CENTRALIZED SYSTEM

SDRS & FTDH will be accessible via updated centralized system with same URL of SDRS with control user access management.

6  DISPUTE RESOLUTION PROCESS

What is the process of a dispute?

The dispute process begins when a customer identifies a transaction that they want to challenge, then contacts their EMI to question the charge. This can happen in a few different ways, depending on the EMI’s policies.

Currently, AFT provides support in dispute handling for the following services:

1. ATM cash withdrawal
2. Inter-bank fund transfer (IBFT)
3. Utility Bill Payments
4. Top Up Transactions
5. POS Transactions Disputes
6. Wallet to Wallet Transactions
7. Services Charges Disputes

Customer will call to AFT call center (042-111-344-488) or email (help@aft.com.pk) and register his/her complaint regarding disputed transaction. Call center agent will register a complaint regarding disputed transaction.

Key steps involved in the complaint resolution process are as follows:

 6.1 Screening and assigning a complaint

1. Once Contact Center logs the Complaint/Dispute, it is systematically assigned to a CMU.
2. CMU goes through all the provided details, thoroughly.
3. If needed, contacts the complainant and gather the required details, Complaint Management Unit (CMU) will primarily responsible to perform scrutiny of a complaint/Dispute as per prevailing practice within one (01) working day and handle the complaints related to disputes as followed: –
4. The designated officer in CMU will tag such complaint(s) to operations/relevant department for initially probe the dispute/complaint by adhering following steps:

6.2 Screening and assigning incomplete complaints

1. Incase dispute received from contact center with incomplete information, the dispute will be reverted to the same channel with status marked as “incomplete”
2. Dispute marked as incomplete by CMU will be redressed by CC on the same day and the dispute will be re-tagged to CMU for further processing, after acquiring the necessary details.

6.3 Assigning/Tagging a complaint

1. Based on prescreening, CMU assigns the dispute to the operation/relevant department.

6.4 Investigation of Complaint

Owner or the Fraud Analyst (the person whom Dispute has been assigned) must investigate the dispute thoroughly from all aspects. Owner must

1. Establish a clear understanding about the nature of the dispute,
2. Get the relevant background information from the relevant staff, and
3. Analyze how the client’s version of the dispute tallies with the AFT version of the record.
4. Also put more focus into determining the real cause behind the dispute in order to establish a clear plan for resolution.

The investigating official should:

• Not ignore the emotional tone of the dispute.
• Investigate the dispute promptly and in detail.
• Thoroughly look for a solution and not just work to get dispute off desk
• Understand the client’s point of view
• Ensure that all occurrences before, during and after the investigation of the dispute are well documented
• Make sure to consult with a Senior Officer if needed
• If the complaint needs detailed investigation, Dispute will be tagged to Fraud & Risk Department for Investigation. Fraud Analyst will start investigation according to the Nature of Disputes. In case of Layering (funds transferred to the Member Banks); Fraud Analyst will lodge the Complaint on “Fraudulent Transactions Dispute Handling” system within 24 Hours.
• Upon Receiving Response from Member Banks, Fraud Analyst will form a Investigation Report after response received from Member Banks.
• Fraud Analyst will provide the Investigation Report to Operations and CMU Department for further Communication with Customer and Disputes Resolution. If Customer will be found liable, the Dispute will be Closed after Informing Customer.
• Fraud Analyst can contact the Customer for acquiring details of Disputes through Call Centre.

6.5 Resolution of Disputes  

Operations/relevant department will provide the outcome of their investigation within three (03) working days to CMU.

• In case of customer’s negligence/fault is established, then designated officer of CMU will close the compliant/case in system (Customer Relationship Management- CRM) on the basis of operations/relevant department outcome and accordingly inform the customer under intimation to Department Head.
• In case EMI’s liability is established in the raised dispute, then Operations/relevant team will respond back to CMU with detailed investigation outcome.
• Operations/relevant team will finalize the investigation report within five (05) working days after receipt of findings.
• In case customer’s negligence/fault is established in FRMU investigation report, then designated officer of CMU will close the case in system on the basis of FRMU’s Investigation Report and accordingly inform the customer under intimation to Department Head- FRMU/Operations
• In case EMI’s liability is established in FRMU investigation report, then CMU will send the case, within two (02) working days, through email to operations for dispute resolution followed by completion of required formalities. CMU will inform the customer through a SMS/ Recorded Line.
• Subsequently, CMU will close the complaint in system within one (01) working day under intimation to Department-FRMU/Operations.

7  Dispute Processing

 7.1 Auto reversals/ Proactive Settlement:

 a. Transactions that remain unsuccessful/ failed are auto credited to customer’s accounts.

 b. Transactions which are not auto credited within 24 Hours, that transactions will be catered/reversed manually by the operations team after the full investigation from the relevant departments or 1link through SDRS.

Note: TATs will be followed given by 1Link.

 7.2 POS Claims

 a. Customer submits claim via Call Center, complaints are recorded in CRM for onward tagging to operations team.

 b. For local payment gateway, customer dispute is forwarded via email for actual status of transaction.

7.3 IBFT Claims

   a. Outgoing

• Claim is processed once received from following channels:
• Customer’s written request received or through Call Centre are recorded in CRM system & forwarded to CMU.
• DR Officer examines through switch file and lodges claim in SDRS for further checking at Beneficiary Bank end.
• Once claim is resolved in SDRS by the beneficiary bank, status will be shared with to CMU for onward communication to customer in writing or through SMS.
• In case beneficiary account is not reflecting the claimed transaction, the beneficiary bank will refund the claim, following 1-link mechanism / procedure and EFT Regulations.

   b. Incoming IBFT:

Claims logged by 1-Link member bank in SDRS.

• Dispute Resolution team checks the details and forwards it to concerned branch to check beneficiary account.
• If beneficiary account is showing successful transaction, claim is declined in SDRS.
• If beneficiary account is not showing claimed transaction, funds will be credited in favor of beneficiary branch or refund will be marked for such transaction in 1Link SDRS.