Customer Grievance Redressal Policy – One97 Communications Limited (“Paytm”)

At Paytm, we value the trust you place in us and are committed to providing you with the best possible experience. Our grievance redressal policy is designed to address customer concerns promptly and efficiently while ensuring fair and respectful service.

We strive to provide a seamless and hassle-free experience when you transact through the Paytm App. If you require assistance, our in-app customer support is available to help you resolve your queries.

To ensure timely resolution of concerns, we have established an Incident Handling Process. Customers are requested to follow the redressal process outlined below for quicker resolution.

The Incident Handling Process is categorised based on the products and services offered. Please refer to the relevant category below and share your concerns through the appropriate channel.

Service Categories

Consumer Services - Applicable for queries related to: UPI, Recharge and Utilities, Education, Profile, Digital Gold, Digital Silver, Credit Card Bill Payment, Transit, and Deals.
Consumer Lending Services - Applicable for queries related to: Personal Loans, Paytm Postpaid, Loan Against Mutual Funds, and Credit Cards.

Service Levels

Level 1 – Complaint Registration

Complaint Registration:

For both Consumer Services and Consumer Lending Services, customers can register their complaints through the Paytm Help and Support section by accessing the following link via mobile: – https://m.paytm.me/CustomerSupport – 0120-4580000 (Please call this number to get this link of our Help and Support section on your phone via WhatsApp)

Resolution of Complaints:

Customers will receive an instant response to their queries through the Help and Support section on the Paytm App.

In cases where we need to take additional steps to resolve your query, we aim to provide a first response within 2 hours of receiving the query.

Our goal is to resolve all concerns within 2 business days. If the resolution requires additional time, we will proactively inform you of the expected timeline.

Level 2 - Escalation of Grievances

Complaint Registration:

If your concern remains unresolved at Level 1, you may escalate the matter to our Level 2 – Customer Resolution Team.

Please ensure that a Level 1 ticket has already been created before raising a Level 2 ticket. While contacting our Customer Resolution Team at Level 2, kindly mention the Level 1 ticket number for reference.

Customers can view their previous tickets by selecting “View Tickets” in the Help & Support section of the Paytm App.

Contact Details: Level 2 – Customer Resolution Team

Consumer Services: [email protected]

Consumer Lending Services: [email protected]

Resolution of Complaints:

We aim to provide a first response within 24 hours of receiving the escalation.
Our goal is to resolve Level 2 complaints within 2 business days.
In case of any delay, the revised timeline will be communicated proactively.

Important Note: If a complaint is escalated to Level 2, it must have first been raised at the preceding level(s). Escalations should only be initiated after the resolution timelines at the previous level have elapsed.

Any requests that bypass the defined escalation hierarchy will be redirected to the appropriate level for processing.