Version 8.0
Date: May 21, 2025
1. Background
PhonePe Limited (“PhonePe”) (Formerly known as ‘PhonePe Private Limited’) is authorised by the Reserve Bank of India (“RBI”) to issue and operate prepaid payment instruments in India in accordance with the provisions of the Payment and Settlement Systems Act, 2007 and directions and regulations framed thereunder, as amended from time to time.
Accordingly, PhonePe has standardised the grievance redressal procedure for all its customers and merchants through the grievance policy.
2.Scope
The policy addresses the following aspects:
i. The policy addresses product related issues which include Recharge, Bill Pay,PhonePe Wallet, PhonePe Gift Cards, UPI (Unified Payments Interface), Wealth,Travel, Transit & Food and Vouchers for the customers.
ii. The policy also addresses Merchant Redressal and Aadhaar eKYC-related issues raised.
3.Objective:
The objective of the policy is to give out the details of the grievances raised and the redressal mechanism for the different types of grievances.
The policy details out the escalation matrix for the customers and the merchants, respectively. This ensures the mapping of the right team to each of the customer complaints.
4. Target Audience
The policy caters to all the customers and merchants who use PhonePe.
5. Service Levels
Service levels for Recharge, Bill Pay, PhonePe Wallet, PhonePe Gift Cards, UPI (Unified Payment Interface), Wealth, Travel, Transit & Food, Vouchers and Co-branded partnerships.
For Customers:
Level 1
- Complaints Registration:
- Customer can register their complaint with PhonePe Customer support by selecting the respective transaction from the “History” section and clicking on “Contact PhonePe Support”. Customer can register their complaint with PhonePe Customer Support by clicking on the (?) icon on the homepage of the PhonePe App.
- We offer customer support service 24 hours a day and 7 days a week.
- Resolution of Complaints:
- We are committed to providing you with our first response within 24 hours of receiving the complaint.
- We aim to resolve all Your complaints/queries within 3 business days.
- Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
- In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Such delays are attributable to banking and other operational issues.
- Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. The customer shall be proactively informed of the timelines in such cases.
Level 2
- Complaints Registration:
Customer can access any of the following channels to escalate their complaint:
Login issues, if any can be raised through https://support.phonepe.com
By placing a call on our customer support center on 080-68727374 / 022-68727374.
2. Resolution of Complaints :
We are committed to providing a first response within 24 hours of receiving the complaint.
We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to the customer.
Level 3
i. Complaints Registration :
Customer can reach out to the Grievance desk if the issue has not been resolved at the previous levels within
- 30 days for issues concerning payments through non-PhonePe QRs.
- 10 days for issues concerning any other kind of transaction.
The name and contact details of the Grievance Officer is provided below:
Contact:
Principal Nodal Officer – Mr, Aniket Baheti
Contact No: 080-6872 7374 / 022-6872 7374
Nodal Officer – Ms. Deepa Shetty
Contact No: 080-6872 7374 / 022-6872 7374
Webpage: grievance.phonepe.com
Address: Office-2, Floor 4,5,6,7, Wing A, Block A,Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bengaluru, Karnataka-KA, Pin- 560103
Working hours: Mon-Fri 10 am to 7 pm
2. Resolution of Complaints :
We are committed to providing a first response within 24 hours of receiving the complaint. We aim to resolve all Level 3 complaints within 7 business days (For Bharat Connect we aim to resolve within 30 business days). Any delay in the resolution time shall be proactively communicated to you.
Level 4
If a customer complaint has not been satisfactorily resolved at previous levels within 30 days, they can reach out to the RBI ombudsman.
Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/
Toll-Free P. No: 14448
Email ID: [email protected]
Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
For more details, please refer to the link – RBI Ombudsman.
6.Limitation of Customer Liability
A customer’s liability arising out of an unauthorized payment transaction will be limited to:
| Sr.No. | Particulars | Maximum Liability of Customer |
|---|---|---|
| 1 | Contributory fraud/negligence/deficiency on the part of the PhonePe,(irrespective of whether or not the transaction is reported by the customer) | Zero |
| 2 | Third-party breach where the deficiency lies neither with PhonePe nor with the customer but lies elsewhere in the system, and the customer notifies PhonePe regarding the unauthorized payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from PhonePe and the reporting of unauthorized transactions by the customer to PhonePe – | |
| i. Within three days# | Zero | |
| ii. Within four to seven days# | Transaction value or ₹10,000/- per transaction, whichever is lower | |
| iii. Beyond seven days# | PhonePe would decide on a case-to-case basis. | |
| 3 | In cases where the loss is due to negligence by a customer, such as where he/she has shared the payment credentials, the customer will bear the entire loss until he/she reports the unauthorized transaction to PhonePe. Any loss occurring after the reporting of the unauthorized transaction shall be borne by PhonePe. | |
| 4 | PhonePe may at their discretion, decide to waive off any customer liability in case of unauthorized electronic payment transactions even in cases of customer negligence. | |
Customer Responsibility on Limited Liability.
- Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of PhonePe. PhonePe will never ask for such credentials.
- In case of changes in mobile numbers and email id, customer must promptly inform such changes, in writing, to PhonePe by reaching out to our Customer Support team.
- Customers must mandatorily register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions.
- Customers need to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
- It is the responsibility of the customer to promptly report any unauthorized transaction on the account to PhonePe, ensuring that there is no delay in reporting.
7.Raise Bharat Connect dispute
Customer can raise a Bill pay dispute at Bharat Connect by clicking here. PhonePe may be approached by NBBL, wherever required for resolution of such complaints. We will not be required to send any notification to customer when such a complaint gets resolved.
8.Aadhaar eKYC Grievance Redressal
- For Aadhaar eKYC and consent revocation related issues, a merchant / customer can reach out or raise a complaint through the below following ways:
- Merchants can contact the inbound support team on 080-6872-7777/ 022-6872-7777. We offer support from morning 7 am to 11 pm all 7 days. For Onboarding related issues the TAT to resolve will be 5 workings and for consent revocation the TAT will be 30 calendar days.
- Customers can call our customer support center on 080-68727374 / 022-68727374.
9.Merchants Grievance Redressal
| Service levels | Offline Merchant Grievance Redressal | Payment Gateway Grievance Redressal | ||||||
|---|---|---|---|---|---|---|---|---|
| Level 1 |
Complaints Registration:1. Offline merchant can register your complaint with PhonePe Merchant Support by clicking on the (?Help) icon on the home page of the PhonePe Business App. 2. Within the Help section, the merchant can select the topic with which they are facing concerns, and click on “Chat with Us” to raise a complaint. 3. Alternatively, teh merchant can also register a complaint on https://business.phonepe.com/faq by clicking on the (help) icon on the home page of the PhonePe Business Dashboard. 4. We offer support service 24/7. |
Complaints Registration:1. The merchant can register their complaint with PhonePe Payment Gateway Support from the Help section on your PhonePe Business Dashboard. 2. Within the Help section, the merchant can select the topic with which they are facing concerns, and click Contact Us to raise a complaint. 3. If the merchant is unable to login to their PhonePe Business Dashboard, they can register a complaint with PhonePe Payment Gateway Support through https://tickets.phonepe.com/en/support. 4. We offer a support service 24/7. | ||||||
Resolution of Complaints:We are committed to providing a first response within 24 hours of receiving the complaint. We aim to resolve all the complaints/queries within 7 days. Resolution of the complaint may get delayed due to banking, operational or technical reasons/processes. In such scenarios, the merchant will be proactively informed of timelines during which their complaint will be addressed. Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in all such cases. In cases of any delays in resolution, the merchant will be proactively informed. | ||||||||
| Level 2 |
| |||||||
| Level 3 |
Complaints Registration:
1. The name and contact details of the Nodal Officer and Principal Nodal Officer are provided below:
Resolution of Complaints:1. We are committed to providing a first response within 24 hours of receiving the complaint. 2. We aim to resolve all Level 3 complaints within 7 business days. Any delay in the resolution time shall be proactively communicated to the merchant. | |||||||
| Level 4 |
If merchant’s or complaint has not been
satisfactorily resolved at previous levels within 30
days, they can reach out to the RBI digital ombudsman
Complaint lodging portal of the Ombudsman:
https://cms.rbi.org.in/ Toll-Free Ph. No: 14448 Email ID: [email protected] Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017 For more details, please refer to the link – RBI Ombudsman. | |||||||