Version 10
Date: Jul 16, 2026
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 (“PPI”) 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. PhonePe is also authorised by RBI to operate as a Bharat Bill Payment Operating Unit (“BBPOU”) and PhonePe has been granted authorisation from RBI to operate as a Payment Aggregator (PA).
PhonePe operates as a Third-Party Application Provider (TPAP) for UPI services in partnership with banks and the National Payments Corporation of India (“NPCI”). Additionally, PhonePe partners with third parties to distribute products on PhonePe platforms, including co-branded credit cards / credit cards issued by banks, Fixed Deposits, recharges, and digital metals (gold, silver, and platinum) etc.
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 complaints related to product and service offered by PhonePe on the PhonePe app on both smartphones and feature phones, including Recharge, Bill Pay, PhonePe Wallet, PhonePe Gift Cards, UPI (Unified Payments Interface), Credit Cards, Travel & Transit, Digital Metals (Gold, Silver and Platinum) purchases, Fixed Deposit distribution etc. for the customers. The policy also addresses customer complaints related to PhonePe Rupay On-The-Go Card (NCMC).
ii. The policy also addresses Merchant Grievance Redressal, including product and services offered by PhonePe on PhonePe Business app and Aadhaar eKYC-related issues raised.
3. Objective:
The objective of the policy is to outline the grievance redressal mechanism for PhonePe Limited.
The policy details out the escalation matrix for the customers and merchants, respectively.
4. Target Audience
The policy caters to all the customers and merchants who use PhonePe’s products and services.
5. Service Levels for Customers:
Service levels for complaints related to products and services offered by PhonePe on the PhonePe app, including Recharge, Bill Pay, PhonePe Wallet, PhonePe Gift cards, UPI (Unified Payments Interface), Credit cards, Travel & Transit, Digital Metals (Gold, Silver and Platinum) purchases, Fixed Deposit distribution, PhonePe Rupay On-The-Go card (NCMC) etc. for the customers.
Level 1: We offer customer support service 24 hours a day, and 7 days a week.
- Customers can raise their complaint with PhonePe Customer Support on PhonePe App for smartphones by selecting the respective transaction from the “History” section and clicking on “Contact PhonePe Support”.
Customers can also click on the (?) icon on the homepage of the PhonePe App for smartphones, select the topic with which they are facing concerns, and raise their complaint. - Alternatively, customers can raise a complaint by calling our customer support center on 080-68727374 / 022-68727374.
- Additionally, customers can report any login-related concerns by clicking on this link https://support.phonepe.com/
Resolution of Complaints:
- We are committed to providing customers with a first response within 24 hours of receiving the complaint.
- We aim to resolve all the customer complaints within 15 days from receipt of the complaint. For Bharat Connect concerns and in certain other cases, we aim to resolve within 30 business days from the day we receive the complaint with exceptions called out in the “Notes” section (5.1).
- Complaints related to unauthorized transactions shall be handled as per section 5.2 on ‘Limitation of Customer Liability’ of this policy.
Please refer to the details mentioned in Notes under section 5.1.
Level 2: Grievance Registration:
i. In case the complaint remains unresolved after the defined timelines at Level 1 or customers are dissatisfied with the resolution provided at the previous level, customers can choose to escalate their concern to the grievance desk by clicking here – https://grievance.phonepe.com/
Resolution of Level 2 Complaints:
- We are committed to providing a first response within 24 hours. We aim to resolve all Level 2 complaints within 7 business days. For certain categories like Bharat Connect, Digital Metals (gold, silver and platinum), Co-branded credit cards, Fixed Deposit distribution etc. which may involve a third party, we aim to resolve within 30 days from receipt of the complaint with the exceptions called out in the “Note” section.
Please refer to the details mentioned in Notes under section 5.1.
Level 3- Nodal Officer Contacts:
In case the issue remains unresolved at the previous level, customers can choose to reach out to the Nodal & Principal Nodal Officers.
Nodal Officer: Ms. Deepa Shetty
Principal Nodal Officer: Mr. Aniket Baheti
Contact No.: 080-68727105
Email id: [email protected]
Webform: nodalofficerdesk.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.
Nodal Officer for Person with Disabilities:
In case the complaint issue remains unresolved after the defined timelines at the previous level 2, customers can choose to reach out to the Nodal & Principal Nodal Officers.
Nodal Officer: Ms. Deepa Shetty
Principal Nodal Officer: Mr. Aniket Baheti
Contact No.: 080-68727105
Email id: [email protected]
Webform: nodalofficerdesk.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.
Resolution of Level 3 Complaints:
- We are committed to providing a first response within 24 working hours. We aim to resolve all Level 3 complaints within 7 business days. For certain categories like Bharat Connect, Digital Metals (gold, silver and platinum), Co-branded credit cards, Fixed Deposit Distribution etc. which may involve a third party, we aim to resolve within 30 days from receipt of the complaint with the exceptions called out in the “Note” section.
Please refer to the details mentioned in Notes under section 5.1.
Level 4 – RBI Ombudsman (applicable for Prepaid Instruments (PPIs) only, i.e. PhonePe Wallet, PhonePe Gift cards and PhonePe Rupay On-The-Go card (NCMC))
If complaints related to PhonePe PPIs have not been satisfactorily resolved at previous levels within 30 days, customers can reach out to the RBI ombudsman.
A complaint to the RBI Ombudsman can be filed in three ways: (i) through the online CMS portal at https://cms.rbi.org.in/ ; or (ii) by emailing to: [email protected]; or (iii) by sending a filled-in complaint form with supporting documents by post/courier to the following address: Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160 017.
For more details about the Reserve Bank – Integrated Ombudsman Scheme, 2026, please refer to the link for the copy of the scheme – RBI Integrated Ombudsman Scheme. Some of the salient features of the RBI – IO scheme, 2026 are provided under Section 8 of this policy.
5.1 Notes on Customer Service Levels (Applicable to all levels)
- Resolution time may extend beyond the defined timelines in case of customer dependency for the required information to aid closure.
- If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, customers will be updated on the delays and expected resolution times.
- In some cases, the resolution may be instant, however, it may take time for it to reflect in the system. For example, refund initiation can be instant, but it may take 3-10 days for the amount to reflect in the account depending on the payment instrument.
- Turn around time will be applicable for resolution for complaints where Reserve Bank of India, National Payments Corporation of India, or card network guidelines have prescribed a timeline for resolution.
- For certain categories like Digital Metals (gold, silver and platinum) purchases (with the exceptions as mentioned under point 7 below), Co-branded credit cards, Fixed Deposit Distribution etc. which may involve a third party, resolution may take up to 30 days from receipt of the complaint.
- For queries regarding products and services offered on PhonePe App for feature phones, customers can call the dedicated helpline number 080-61123123 or 022-61123123.
- For any Bharat Connect concerns, PhonePe aims to resolve the complaints within the committed timelines wherever there is no external dependency. For scenarios where there is external dependency the actual resolution timelines will depend on the time taken by NBBL and/or respective Billers/Biller Operating Units for closure. Such complaints which have external dependency are related to amount debited but:
- Services not received
- Service disconnected/stopped
- Late payment surcharge added in the next bill
- Paid to wrong account
- Duplicate Payment
- Payment information not received from Biller or Delay in receiving payment information from the Biller
- Bill Paid but Amount not adjusted or still showing due amount
- For Digital gold, silver or platinum transactions, the following type of complaints are outside the scope of this policy and must be taken up directly with
- Jewellery scheme service provider for:
- Scheme eligibility and benefits
- Jewellery availability, pricing, redemption, making charges and delivery.
- Digital gold, silver or platinum service provider for:
- Coin/physical gold, silver or platinum SKUs availability, pricing, redemption, making charges and delivery (wherever applicable) in case of physical gold, silver or platinum redemption
- Pricing for both buy and sell minus any discount / charges.
- Jewellery scheme service provider for:
5.2 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. | |
| 5 | The framework for unauthorized transactions does not extend to PPI-Mass Transit Systems (MTS), i.e. PhonePe Rupay On-The-Go card (National Common Mobility Cards (NCMC)). Liability protection is only applicable in these instances if the unauthorized transaction results from fraud, negligence, or a service deficiency attributable to the non-bank PPI issuer. | |
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 number and email id, customers 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.
- As per the guidelines, PhonePe will provide a notional credit to the customer’s wallet if in case of investigation not being concluded to establish liability within 10 days of reporting. The notional credit will be reversed if the customer liability is established post 10 days and within the 90 days time frame. If the dispute is not resolved within 90 days, notional credit is reversed and converted to an actual credit to the customer wallet. Customers are informed through the app notification of the same.
5.3 Raise Bharat Connect dispute
For Bharat Connect related concerns, customers can alternatively raise a Bill pay dispute at Bharat Connect on PhonePe App for smartphones 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.
5.4 Aadhaar eKYC Grievance Redressal
For Aadhaar eKYC and consent revocation related issues, a customer can reach out or raise a complaint as per the para 5 on service levels of customers.
6. Service Levels For Merchants – Offline and Online
| Service levels | Offline Merchant Grievance Redressal | Online Merchant Grievance Redressal |
|---|---|---|
| Level 1 |
Complaints Registration: | |
|
Offline Merchants can register their complaint with PhonePe Merchant Support by clicking on the Help icon (‘?’) on the home page of the PhonePe Business App. 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. Alternatively, the 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. Alternatively, merchants can raise a complaint by calling our merchant support center on 080-6872-7777/ 022-6872-7777. We offer support service 24 hours a day, and 7 days a week. |
Online merchants can raise their complaint with PhonePe Payment Aggregator/ Gateway Support from the Help section on their PhonePe Business Dashboard. Within the Help section, the merchant can select the topic with which they are facing concerns, and click “Contact Us” to raise a complaint. Alternatively, online merchants can raise complaints by calling our online merchant support center on 080-6872-7778. If merchants are unable to login to their Phonepe Business Dashboard, they can raise a complaint through https://tickets.phonepe.com/en/support We offer support service 24 hours a day, and 7 days a week. | |
Resolution of Complaints: | ||
|
● We are committed to providing merchants with a first response within 24 hours of receiving the complaint. ● We aim to resolve all complaints within 15 business days of receipt of the complaint. Only for Offline merchants regarding Device Servicing, we aim to resolve any concerns within 30 business days from the day we receive the complaint. Please refer to the details mentioned in Note in section 6.1. | ||
| Level 2 |
Grievance Registration: | |
|
In case the complaint remains unresolved after the defined timelines at Level 1 or merchants are dissatisfied with the resolution provided, they can choose to escalate their concern to the grievance desk by clicking here – https://grievance.phonepe.com/ | ||
Resolution of Level 2 Complaints: | ||
|
● We are committed to providing a first response within 24 hours of receiving the Level 2 complaint. ● We aim to resolve all Level 2 complaints within 7 business days from the date of receipt of the complaint. Please refer to the details mentioned in Note in section 6.1. | ||
| Level 3 |
Nodal Officer Contacts: | |
|
In case the complaint remains unresolved after the defined timelines at Level 2, merchants can choose to reach out to the Nodal & Principal Nodal Officers.
Nodal Officer for Person with Disabilities: In case the complaint remains unresolved after the defined timelines at Level 2, merchants can choose to reach out to the Nodal & Principal Nodal Officers.
| ||
Resolution of Level 3 Complaints: | ||
|
● We are committed to providing a first response within 24 hours of receiving the Level 3 complaint. ● We aim to resolve all Level 3 complaints within 7 business days from the date of receipt of the complaint. Please refer to the details mentioned in Note in section 6.1. | ||
6.1 Notes on Merchant Service Levels (Applicable to all levels)
- Resolution time may extend beyond the defined timelines in case of dependency on merchants to provide any information/documentation required to aid closure.
- PhonePe aims to resolve the complaints within the committed timelines wherever there is no external dependency. The actual resolution timelines will depend on the time taken by the respective external parties such as banks, etc. for closure.
- If any complaint requires additional time to be resolved because of external dependencies, or operational/technical reasons, merchants will be updated on the delays and expected resolution times.
- For Digital gold, silver or platinum transactions by the offline merchants on PhonePe Business App, the offline merchants can contact PhonePe Business support only for post purchase related concerns. The following type of complaints are outside the scope of this policy and must be taken up directly with:
- The respective UPI app for all payment related concerns. For payment done via PhonePe App, customers can raise payments related concerns on PhonePe App as per section 5 above of this policy.
- Jewellery scheme service provider for:
- Scheme eligibility and benefits
- Jewellery availability, pricing, redemption, making charges and delivery.
- Digital gold, silver or platinum service provider for:
- Coin/physical gold, silver or platinum SKUs availability, pricing, redemption, making charges and delivery (wherever applicable) in case of physical gold, silver or platinum redemption
- Pricing for both buy and sell minus any discount / charges.
6.2 Aadhaar eKYC Grievance Redressal
For Aadhaar eKYC and consent revocation related issues, a merchant can call us between 7am to 11pm on all 7 days on 080-6872-7777/ 022-6872-7777. Onboarding related issues might take up to 30 days for resolution and consent revocation.
7. Dispute Handling Process
In a situation where the buyers are not satisfied with the purchase/order of a product/service at any merchant using PhonePe QR and/or PhonePe POS device, or PhonePe Payment Aggregator services, they may raise a dispute.
Scenarios for which dispute may be raised by the buyer:
- Did not receive a product/service.
- Received the product/service later than the maximum estimated delivery date provided by the merchant.
- Received the product but it was defective, damaged, had missing parts, or did not match the description provided by the merchant.
- Product was returned as per the agreement with the merchant but the merchant did not provide the agreed-upon reimbursement after receiving the product.
- Refusal by the merchant to honour the refund policy displayed on the merchant website/ mobile application.
- The amount charged is greater than the amount authorized for the purchase.
Process to raise dispute:
- PhonePe recommends the buyers to first reach out directly to the merchant for the resolution of the issue(s) with their purchase/order.
- In case there is no response or an unsatisfactory response from the merchant, buyers are recommended to reach out to their bank or NPCI (for UPI) to raise a chargeback on that transaction.
Once the chargeback is successfully raised by the customer with their bank or NPCI, the acquiring bank will raise customer dispute with PhonePe, and PhonePe will then assist the bank in amicably resolving the dispute issue. PhonePe will validate the details with the merchant and accordingly provide a response to the bank. The buyer’s bank/NPCI will inform the buyer of the final resolution, which may include either acceptance of the dispute, refusal of the dispute by the merchant.
8. Salient Feature of Reserve Bank – Integrated Ombudsman Scheme, 2026
RBI issued the revised Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2026 on January 16, 2026. Some of the salient features of the RBI – IOS, 2026 are:
- The revised scheme shall come into force from July 1, 2026.
- The RBI-IOS, 2026 applies to PhonePe only for Prepaid Instruments (PPIs) (i.e. PhonePe Wallet, PhonePe Gift cards and PhonePe Rupay On-The-Go card (NCMC)) related services, as per the section 1(3)(c) of the scheme.
- The Reserve Bank shall establish the Centralised Receipt and Processing Centre (CRPC) at one or more places, as may be decided by it, to receive the complaints filed under the Scheme and process them.
- The RBI Ombudsman/RBI Deputy Ombudsman shall consider the complaints of customers of Regulated Entities relating to deficiency in service.
- Any customer aggrieved by an act or omission of a Regulated Entity resulting in deficiency in service may file a complaint under the Scheme.
- Only complaints qualifying the criteria of maintainability of complaint will be examined by RBI and non-maintainable complaints shall be rejected without further examination.
- Registration of a complaint and its assignment to the Office of the RBI Ombudsman, shall not be construed as a determination of maintainability.
- If complaints related to PhonePe PPIs have not been satisfactorily resolved at previous levels within 30 days, customers can reach out to the RBI ombudsman.
- A complaint to the RBI Ombudsman can be filed in three ways: (i) through the online CMS portal at https://cms.rbi.org.in ; or (ii) by emailing to: [email protected]; or (iii) by sending a filled-in complaint form with supporting documents by post/courier to the following address: Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160 017.
- CRPC Toll Free No. 14448 with Interactive Voice Response System (IVRS) is available 24×7 for Complainants to know about the Scheme and the process of complaint lodging. The facility to connect to Contact Center personnel is available from Monday to Saturday except for National Holidays, between 8:00AM to 10:00PM for English, Hindi and ten regional languages.
- The Regulated Entity shall appoint a Principal Nodal Officer for representing the Regulated Entity and furnishing information on its behalf in respect of complaints filed against the Regulated Entity.
For more details about the RB-IOS, 2026, please refer to the link for the copy of the scheme – RBI Integrated Ombudsman Scheme.