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Here’s how we are empowering FASTag users with our fast redressal mechanism

We are pleased to announce that we have facilitated refunds for 2.6 lakh FASTag users who were charged incorrectly by toll plazas in the year 2020. We have set up a fast redressal mechanism, which identifies incorrect deductions and immediately raises claims to reverse the extra charges. This has reaffirmed us as the most customer-centric bank when it comes to empowering FASTag users in resolving issues faced at toll plazas.

While FASTags ensure automatic payment of toll charges, sometimes issues with systems & processes present at the toll plaza result in deduction of more than the applicable charges. To expeditiously resolve all such customer complaints, we have put in place a meticulous dispute management process that thoroughly audits all customer complaints, associated toll transactions, and issues raised by the toll plazas. Ensuring that users are not inconvenienced, we have diligently pursued all such disputes through multiple stages, winning 82% of cases on behalf of its FASTag users.

Satish Gupta, MD & CEO – Paytm Payments Bank Ltd said, “It has been our endeavor to empower our users with seamless & hassle-free travel on road. In this quest, we support our users in every possible way, including fast redressal of any grievance they face with toll plazas. We continuously strive to ensure that customers are always charged the correct toll amount and our teams remain vigilant against the unjustified charging at every step. The innovations that we have made in technology and the deep trust in our bank has helped us become the leading issuer of FASTags in the country. We aim to expand our services across the length & breadth of the country and contribute towards building fully digital journeys on highways.”

We are proud to be the top issuer bank and the largest acquirer of toll plazas under the National Electronic Toll Collection (NETC) program. In a class-leading measure, we have ensured that PPBL FASTags can be purchased within minutes by only providing the vehicle registration number along with a registration certificate. Further, our customers do not need to maintain any separate FASTag accounts and login credentials. Toll payments are auto-debited from the user’s Paytm Wallet which can be recharged easily. Also, customers can monitor FASTags affixed to multiple vehicles and their related transactions on the Paytm app itself.