Escalation Matrix

Level 1 (Queries)

• Online queries in Paytm app (https://m.p-y.tm/care)
  First response time – 2 working days

Resolution Time

• Bank’s internal resolution time – 4 working days
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside bank entity then the TAT will be dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with Bank’s internal resolution time.
• If in any case additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Level 2 (Queries)

If timely resolution is not provided in step 1 or customer is not satisfied with the resolution provided, he/she can call our 24 x7 helpline number

• Phone - 0120-4456-456

Resolution Time

• Bank’s internal resolution time – 4 working days
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside bank entity then the TAT will be dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with Bank’s internal resolution time.
• If in any case additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Level 3 (Complaints)

• If the customer's issue is not resolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, he/she can reach out to the Nodal Officer at:

Nodal Officer

For locations falling under the jurisdiction of Banking Ombudsman offices in Chandigarh, Dehradun, Jaipur, Jammu, Kanpur, New Delhi (I), New Delhi (II) and Shimla

Shri Puneet Rastogi
Paytm Payments Bank Limited,
V J Towers, A-6, Sector 125 Noida,
Uttar Pradesh-201303
Email : nodalofficer@paytmbank.com**.
Phone Number: 0120-4809661

For locations falling under the jurisdiction of Banking Ombudsman offices in Bengaluru, Chennai (I), Chennai (II), Hyderabad and Thiruvananthapuram

Shri Aditya Singh
Paytm Payments Bank Limited,
V J Towers, A-6, Sector 125 Noida,
Uttar Pradesh-201303
Email : nodalofficer@paytmbank.com**.
Phone Number: 0120-4809661

For locations falling under the jurisdiction of Banking Ombudsman offices in Bhubaneswar, Bhopal, Kolkata(I), Kolkata(II), Guwahati, Patna, Ranchi, Raipur, Ahmedabad, Mumbai (I) and Mumbai (II)

Shri Sumit Bajaj
Paytm Payments Bank Limited,
V J Towers, A-6, Sector 125 Noida,
Uttar Pradesh-201303
Email : nodalofficer@paytmbank.com**.
Phone Number: 0120-4809661

Principal Nodal Officer

Shri Raj Kumar Tripathi
Paytm Payments Bank Limited,
V J Towers, A-6, Sector 125 Noida,
Uttar Pradesh-201303
Email : nodalofficer@paytmbank.com**.
Phone Number: 0120-4809661

**Note: While corresponding, please raise the issue along with related Query Reference Number/Ticket IDs, Paytm registered mobile number and transaction ID/Order ID (if any).

Details of Banking Ombudsmen (BO) are available under
“Redressal channels outside the Bank” section.

Resolution Time

• Bank’s internal resolution time – 30 working days
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside bank entity then the TAT will be dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with Bank’s internal resolution time.
• Bank will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Report a fraud

Complaint regarding any fraudulent transaction in bank account/wallet or payment related transactions can be lodged at following,

• IVR help desk number 1800 120 130
• http://m.p-y.tm/care :User can reach out to us from the “Contact Us- 24*7” section on our Paytm app & register his/her complaint on “Report a fraud” category.

Ticket number is generated for each complaint, which would enable the customer to track status.

First response time - 2 working days

Resolution Time

• Bank’s internal resolution time – 30 working days
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside bank entity then the TAT will be dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with Bank’s internal resolution time.
• Bank will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.
• f the customer is not happy with the response, he/she can escalate it to the nodal officer as per details mentioned above.
• It is always in the interest of customer to lodge complaint with the Bank without loss of time by furnishing complete details of fraudulent/unauthorised transactions.
• Customers are advised to lodge complaint with the police against the fraudster at the earliest for faster resolution of complaints.
• In case the Bank is liable to pay any compensation, the same will be paid to the complainant as per the provisions of the ‘Customer Compensation Policy’ of the Bank.

Escalation Matrix

• In case a customer walks-in the Bank branch or meets grievance officers to raise the grievance, the official will help in resolving the grievance by educating the customer regarding the grievance redressal mechanism and escalating the grievance to the relevant escalation level

District-wise list of Grievance Officers:

SMS GO <Area Pincode> to 9880001234 to get the schedule of your Grievance Officer OR Call us on Our 24*7 helpline number: 0120-4456-456 to help resolve your query.

• For resolution of the grievance, the escalation matrix and the procedure, as mentioned above, will be followed

Escalation Matrix

• In case the customer is not satisfied with the response from the Bank within one month of raising the grievance, he/she can approach the Banking Ombudsman (BO) located in State Capitals for redressal
• The Bank shall ensure that all final written responses to customers on complaints extended beyond 30 days contain the mandatory clause to make customers aware of their rights to approach the Banking Ombudsman
• The contact details and the procedure for approaching the Banking Ombudsmen are provided at all the branches as well as here: https://cms.rbi.org.in/
• Contact details of RBI Centralised Receipt and Processing Centre (CRPC) are: Toll-free number – 14448
  Address - Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
• The first point for redressal of complaints is the bank itself and the complainants may approach the BO only if the complaint is not resolved at the bank level within a month
• For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to

Standing Committee on Customer Service

• In case the customer is not satisfied with the response from the Bank within one month of raising the grievance, he/she can approach the Banking Ombudsman (BO) located in State Capitals for redressal

Customer Service Committee of the Board

• Customer Service Committee of the Board shall review major areas of the customer grievances and the measures taken to improve customer service, on a periodic basis. The Committee will examine issues impacting customer service.

Internal Ombudsm an

• An Internal Ombudsman (IO) shall be appointed by the Bank as per the guidelines laid down the regulator. IO shall be the focal point for the internal grievance redressal system, so that least number of complaints are escalated to Banking Ombudsman. If the Bank decides to reject a complaint and/or decides to provide only partial relief to the complainant, it will be forwarded to the IO for further examination.

Publicizing redressal mechanism

• The grievance redressal mechanism is appropriately displayed at the branches as well as on the Bank’s website to spread its awareness among customers

Sensitizing staff on handling complaints

• The Bank staff will undergo regular training to ensure that consumers’ queries and grievances are handled properly

• They will be encouraged to work in a manner which will help the Bank in improving customer experience and building the consumer trust

Complaint Channels

• • Complaint / suggestion portal in a digital format at the Branches
• • Complaints received through Banking Ombudsman (BO), BCSBI and Centralized Public Grievance Redress & Monitoring System (CPGRAMS) of the Government of India
• • The customer will be given an acknowledgement/ticket number of his/her complaint within 1 working day

Complaint Ticket

• • All customer complaints received through digital channels will be acknowledged through email/SMS along with a need based intimation to concerned Controlling office
• • An automated system will be devised to record digitally the customer complaints received through multiple channels, which will also be accessible to the branches and controlling offices to monitor and update the status of the complaint

Complaint Tracking

• • Each of these complaints will be assigned a unique tracking number which will be shared with the customer for future reference and monitoring purpose

Complaint Resolution Timelines

• • For general complaints, as per the timelines mentioned in the escalation matrix
• • For specific transaction related complaints, as per the provisions of the ‘Customer Compensation Policy’ of the Bank