Customer Grievance Redressal PolicyEffective date: 2nd November 2018

Introduction and Objectives

This policy outlines a structured grievance redressal mechanism available to customers for escalating their complaints within the Bank to obtain a resolution. The Bank will treat the customers in a transparent and fair manner, and will deal with customer complaints with courtesy and in a timely manner.

This policy applies to employees of the Bank as well as Business Correspondents (BCs), is applicable in respect of all customers catered to by branches/BCs and covers all the products/services offered by the Bank including third party products distributed by the Bank.


Redressal mechanism for grievances raised over phone/internet

Escalation Matrix Level 1 (Queries)
• Online queries in Paytm app (https://m.p-y.tm/care)
First response time – 2 working days
Final resolution time – 4 working days

• If any case needs additional time, the 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
Final resolution time – 4 working days

• If any case needs additional time, the 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
Shri Yogender Singh
Paytm Payments Bank Limited,
A-80, Sector 2,
Noida, Uttar Pradesh-201301
Email : nodalofficer@paytmbank.com**.

**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).



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• If any case needs additional time, the Bank will inform the customer/regulator the reasons for the delay and provide expected timelines for resolution of the issue

• 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

Redressal mechanism for grievances raised in-person

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 9223990641 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

Redressal channels outside the Bank

Escalation to regulator • 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 queries / 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://www.bankingombudsman.rbi.org.in/
• 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

Spreading awareness about grievance redressal among customers/employees

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

Registration & Tracking of Complaints

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

Disclaimer

• The policy will be reviewed by the Board as and when required or at least annually to incorporate regulatory updates/changes, if any

• The records pertaining to customer complaints will be maintained as may be required as per the KYC/AML policy of the Bank


Regulatory References

• RBI Master Circular on Customer Service in Banks dated July 1, 2015

• IBA Model Policy for Grievance Redressal in Banks

• IBA Fair Practice Code

• IBA Model Customer Rights Policy

• BCSBI Code of Commitment to Customers

• RBI circular on 'Operating guidelines on Payments Bank' dated October 6, 2016

© Copyright , Paytm Payments Bank
© Copyright , Paytm Payments Bank