The Dispute Review Committee of the National Bank of Georgia, an alternative dispute resolution mechanism for payment services, will begin functioning on December 1, 2023.

The committee will review free of charge complaints submitted by payment service users against commercial banks (including digital banks), micro-banks, registered payment service providers and microfinance institutions.

Complaints may refer to unauthorized (i.e. those performed without the user's consent) and improperly performed payment transactions by cards, internet/mobile bank and/or in other ways, violation of their execution period, incorrect charging of the payment transaction fee, and other similar cases related to electronic payments.

In addition to resolving disputes in favor of one of the parties, subject to the agreement of the parties, the committee also completes disputes through settlement. The decision of the committee is binding.

The committee will review disputes in no more than 90 calendar days. Considering the complexity of the case, the deadline may be extended by no more than 30 calendar days.

Setting up of the dispute resolution committee as an alternative mechanism for dispute resolution for payments is part of the commitment assumed by Georgia under the Association Agreement with the European Union.