Grievance Policy

Grievance Policy

Paytm strongly believes in a sincere and transparent approach to its users. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you’re disappointed, then at some point in time we’ve not done a great enough job.

Paytm’s policy on grievance redressal follows the under noted principles.

  • Our users are to be treated fairly at all times.
  • Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
  • Users are informed about the channels to escalate their complaints, concerns and grievances within Paytm and their rights if they are not satisfied with the resolution of their complaints.
  • Paytm will take care of all complaints efficiently and fairly as they value each user.
  • All employees at Paytm must work in good faith and without prejudice to the interests of the users.

We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels actually offered. Since we are dealing with humans, a lot of grievances can arise due to the attitudinal and the way communication gets done. It can also happen due to the actual errors across the system.
Users have complete authority to file a complaint/ share feedback if they are disappointed by services rendered by Paytm. They can give their complaint/ feedback in writing, email, or on Paytm.com. If user’s dilemma is not resolved within the given time or if they are not satisfied with the solution provided by Paytm, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal.
In order to make Paytm redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.

Awareness of Grievance Redressal System
At Paytm, the users’ experience is what we deliberate and focus on. This is why we listen and take the time to know our users and take their concerns seriously. Going skin-deep to analyze and scrutinize, how you would feel from the time you step-in to Paytm.com till the time you’re done, helps us evolve and enhance our services. If a user has found our experience simple and incredible we know we are doing something worthy. However, when a user is concerned or has complaints we do everything we can to fix it and make it right.

Sensitizing staff on handling complaints
Our staff undergoes regular training to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the consumer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.

How to reach Paytm

For Paytm Wallet Related Issues

Level 1:
You can go to paytm.com/care and select order to submit your query.

Level 2:

If you are still not satisfied, please write to:

Nodal Officer Customer Grievance
One97 Communications Ltd.
B121, Sector 5
Noida – 201301

Level 3:
If you are still not satisfied, please write to:

Grievance Officer
One97 Communications Ltd.
B121, Sector 5
, Noida – 201301
Or
Click here to escalate an existing ticket to Grievance Officer.
*Applicable only when the level wise escalation is followed.

For Recharge, Bill Payment, and Bus Ticket  Related Issues

Level 1:
You can go to paytm.com/care and select order to submit your query or call us on 0120-3062244 from your registered mobile number.

Level 2:

If the resolution you received does not meet your expectations, please click here to escalate your concern to the Service Head.

Level 3:

If you are still not satisfied, please write to:

Grievance Officer
One97 Communications Ltd.
B121, Sector 5
Noida – 201301
Or
Click here to escalate an existing ticket to Grievance Officer.
*Applicable only when the level wise escalation is followed.

For Shopping Related Issues

Level 1:
You can go to paytm.com/care and select order to submit your query or call us on 0120-3062244 from your registered mobile number.

Level 2:

If the resolution you received does not meet your expectations, please click here to escalate your concern to Service Head.

Level 3:

If you are still not satisfied, please write to:

Grievance Officer
One97 Communications Ltd.
B121, Sector 5
Noida – 201301
Or
Click here to escalate an existing ticket to Grievance Officer.
*Applicable only when the level wise escalation is followed.

We recommend that customer sends us a query/grievance by logging in his Paytm account and using the ‘Help and Support’ section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.

Estimated time taken to address your queries, concerns, complaints
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations

  • First response to a user’s query/ concern – 24 hrs
  • Follow-up queries – 48 hrs
  • Escalated cases – 7 days
  • Customer grievances – 15 days
  • Concern raised to Nodal officer – 15 days
  • NEFT to user’s bank account – 7 days

*Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.