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RBI Limits Liability of Customers in Unauthorised Electronic Transactions Involving PPIs Like Paytm, PhonePe, GooglePay, among Others

Moneylife Digital Team
09 January 2019 1

After limiting liability of customers in fraudulent bank transactions, the Reserve Bank of India (RBI) has brought out new (similar) rules for mobile wallet and prepaid payment instruments (PPI) issued by non-banking entities like Paytm, PhonePe, GooglePay, and Amazon Pay. Under the new rules, customers will have a zero liability in case of fraud, negligence or deficiency from the PPI issuer and if the unauthorised electronic transaction is reported by the customer within three days. Most importantly, the burden of proving customer liability in case of unauthorised electronic payment transactions is on the PPI issuer and not on customers, as per the RBI rules.
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In addition, PPI issuers are asked to ensure that their customers mandatorily register for SMS alerts and, wherever, available, register for e-mail alerts, for electronic payment transactions.

Under the new rules, mobile wallet providers like Paytm, PhonePe, Google Pay and Amazon Pay, will have to setup a 24/7 customer care helpline to report fraud or any loss or theft or hack of the mobile wallet account of their customers.

If the PPI customer suffers a loss due to fraud, negligence or deficiency on the mobile wallet provider, the entire amount would be refunded if the incident is reported within three days. For unauthorised transactions reported between four and seven days, the liability of the customer is limited to the transaction value or Rs10,000 per transaction, whichever is lower. For fraud incidents reported beyond seven days, the customer liability would be as decided by the board of the PPI issuer.

Reversal Timeline for Zero Liability / Limited Liability of a Customer

On being notified by the customer, the PPI issuer is required to credit (notional reversal) the amount involved in the unauthorised electronic payment transaction to the customer’s PPI within 10 days from the date of such notification by the customer without waiting for settlement of insurance claim, if any, even if such reversal breaches the maximum permissible limit applicable to that type or category of PPI. The credit shall be value-dated to be as of the date of the unauthorised transaction.

Further, RBI says, the PPI issuers should ensure that a complaint is resolved and liability of the customer, if any, established within such time, as may be specified in the PPI issuer’s Board approved policy, but not exceeding 90 days from the date of receipt of the complaint, and the customer is compensated as per provisions mentioned above.

"In case the PPI issuer is unable to resolve the complaint or determine the customer liability, if any, within 90 days, the amount as prescribed in above paragraph should be paid to the customer, irrespective of whether the negligence is on the part of customer or otherwise," RBI says.

Reporting of Unauthorised Payment Transactions by Customers to PPI Issuers

RBI says, PPI issuers should ensure that their customers mandatorily register for SMS alerts and wherever available also register for e-mail alerts, for electronic payment transactions.

The SMS alert for any payment transaction in the account should mandatorily be sent to the customers and e-mail alert may additionally be sent, wherever registered. The transaction alert should have a contact number and or e-mail ID on which a customer can report unauthorised transactions or notify the objection.

Customers should notify the PPI issuer of any unauthorised electronic payment transaction at the earliest and, also be informed that longer the time taken to notify the PPI issuer, higher will be the risk of loss to the PPI issuer and customer.

To facilitate the reporting, PPI issuers are asked to provide customers with 24x7 access via website, SMS, e-mail or a dedicated toll-free helpline for reporting unauthorised transactions that have taken place and or loss or theft of the PPI.

Further, RBI says PPI providers need to provide a direct link on mobile app or home page of their website or any other evolving acceptance mode for lodging of complaints, with specific option to report unauthorised electronic payment transactions.

"The loss and fraud reporting system must also ensure that immediate response (including auto response) is sent to the customers acknowledging the complaint along with the registered complaint number. The communication systems used by PPI issuers to send alerts and receive their responses should record time and date of delivery of the message and receipt of customer’s response, if any. This is important in determining the extent of a customer’s liability. On receipt of report of an unauthorised payment transaction from the customer, PPI issuers should take immediate action to prevent further unauthorised payment transactions in the PPI," the central bank says.

RBI Limits Liability of Customers in Unauthorised Electronic Transactions Involving PPIs Like Paytm, PhonePe, GooglePay, among Others
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RBI warns of mobile data theft by ‘AnyDesk’ app
The cyber security and IT examination cell of the central bank warned of mobile application ‘AnyDesk’, which is being used by fraudsters to access data on mobile devices.

Published: 17th February 2019 11:30 AM | Last Updated: 17th February 2019 11:30 AM | A+A A-
Reserve Bak of India (RBI)

Reserve Bak of India (File | PTI)
By ENS Economic Bureau
NEW DELHI: Amid rising instances of fraud using the Unified Payment Interface (UPI) platform, the Reserve Bank of India has cautioned all banks and payment system operators about a new modus operandi allegedly used by scammers to target customer phones.

In an alert dated February 14, the cyber security and IT examination cell of the central bank said that a mobile application called ‘AnyDesk’ was allegedly being used by fraudsters to access data on mobile devices. Once the app is installed on customer phones, it seeks permission to access controls of the phone, like all other applications.
“An app code (nine-digit number) would be generated and once the fraudster inserts this code, he would ask the victim to grant permission. Post this, the fraudster will get full access to the victim’s device,” the circular read. The app then allegedly proceeds to steal confidential data on the phone to carry out fraudulent transactions via other payments apps.
In its alert, the RBI said that it had sent out a similar advisory on January 10. Officials say the circular was originally issued by National Payments Commission of India (NPCI) to ensure that genuine makers of payments applications put some controls on the kind of data they access on customer phones. Data on the NPCI website shows that between April 2018 and January 2019, the UPI platform saw 388 crore transactions worth over Rs 6.4 lakh crore.

RBI warns of mobile data theft by ‘AnyDesk’ app


RBI spots fraud that wipes out a customer's bank balance via UPI, alarm sounded
Fraudsters get victims to download the AnyDesk app, which gives them remote access to the mobile. After that, all your OTPs are theirs too.
Saikat Das
, ET Bureau|
Updated: Feb 17, 2019, 09.47 AM IST
RBI office.
MUMBAI: The Reserve Bank of India has warned banks of an emerging digital banking fraud that can wipe out a customer’s bank balance by using the Unified Payment Interface (UPI) route.

The modus operandi is simple: fraudsters get victims to download an app called AnyDesk. Hackers get remote access to the mobile through a nine-digit code generated on the victim’s device. “Once a fraudster inserts this app code on his device, he will ask the victim to grant certain permissions, which are similar to what are required while using other apps,” RBI said in an advisory.

This enables the imposter to gain access to the victim’s device and carry out transaction fraudulently. The modus operandi, according to RBI, can be used to carry out transactions through any mobile banking app or payment-related apps, including UPI or wallets.

The central bank has sent an advisory to all commercial banks as the magnitude of the threat could well jeopardise thousands of crores of rupees in the accounts of retail customers, two people with direct knowledge of the matter told ET Magazine.

“We have already started issuing alerts to our customers as the regulator has expressed concern over such new ways of digital frauds,” said a senior bank executive, who did not wish to be identified. This is also relevant to customers transacting on various e-commerce platforms, the person added.

RBI spots fraud that wipes out a customer's bank balance via UPI, alarm sounded


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