Grievance Policy

One Payment is committed to providing a transparent, fair, and prompt grievance redressal mechanism for all users. In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Consumer Protection (E-Commerce) Rules, 2020, and Reserve Bank of India (RBI) directives, this policy outlines our 4-tier framework for addressing queries, concerns, and disputes arising from mobile recharges, DTH top-ups, FASTag renewals, BBPS utility bill payments, gift cards, and wallet transactions.

Users experiencing any transaction discrepancy or service failure are encouraged to first reach out through our frontline support channels: • In-App Complaint: Navigate to Reports > Transaction Details and tap 'Raise Complaint' or track active tickets in 'Complaint History'. • WhatsApp / Call Support: Reach out to our dedicated support helpline during active operating hours. • Email Support: Send an email with your transaction reference to our official support desk. Turnaround Time (TAT): Acknowledgement within 24–48 hours; resolution within 3–5 working days.

If your grievance remains unresolved after 30 days of initial escalation through our internal matrix, you may seek resolution through statutory and regulatory forums: • BBPS Utility Disputes: Escalation via the Bharat BillPay Central Management System (BBPS CMS). • RBI Integrated Ombudsman: For digital payment or wallet disputes, customers may file a complaint online on the Reserve Bank of India CMS Portal (https://cms.rbi.org.in) or call toll-free helpline 14448. • National Consumer Helpline: Call 1915 or register a dispute on consumerhelpline.gov.in.

To ensure prompt and efficient investigation by the Grievance & Nodal desks, please provide the following details: • User Registered Mobile Number and Name • Existing Complaint / Ticket ID from Level 1 or Level 2 • Transaction ID / Order ID / Operator Reference Number • Exact Date, Time, and Transaction Amount • Operator or Biller Name (e.g., Jio, Airtel, WBSEDCL) • Clear description of the dispute with payment receipt screenshots Never share confidential credentials such as UPI PINs, passwords, or OTPs.

• Failed Recharges with Wallet/Bank Deduction: Auto-refunded instantly or within 24–48 hours depending on operator reconciliations. • BBPS Utility Bill Payments: Operator status synchronization within 2–3 business days. • Banking / Gateway Reversals: 3–7 business days subject to issuing bank clearing cycles. • Unauthorized Account Access / Security Incidents: Immediate account freeze and investigation initiated within 24 hours.