Grievance Policy
Effective Date: May 4, 2025
01Section 1 — Preamble and Legislative Basis
Paydeer Financial Services Pvt. Ltd. (“Paydeer”) operates as a digital financial services platform in association with regulated banking and payment partners, providing AePS, DMT, M-ATM, Recharge, and BBPS services.
This Policy has been formulated in compliance with Rule 5(9) of the IT Rules 2011, Section 13 of the Digital Personal Data Protection Act 2023, RBI Master Directions, NPCI Guidelines, and the Consumer Protection Act 2019.
02Section 2 — Objectives of This Policy
- Provide clearly defined, accessible channels for complaints.
- Establish unambiguous timelines for grievance handling.
- Protect rights of data principals under DPDP Act 2023.
- Meet regulatory expectations of RBI, NPCI, and UIDAI.
- Ensure grievances are treated with seriousness and accountability.
- Build user trust through operational transparency.
03Section 3 — Scope and Applicability
This Policy applies to all registered retail agents, end customers, and any person whose personal data is processed by Paydeer. It covers grievances related to:
- Failed or incorrect financial transactions
- Unauthorized debits or duplicate charges
- Delays in agent commission settlements
- Account login and KYC rejection issues
- Violations of data privacy rights
- Misconduct by employees or agents
04Section 4 — Designated Grievance Officer
Designation: Grievance Officer — Paydeer Financial Services
Email: grievance@paydeer.in
Escalation: nodal@paydeer.in
Acknowledgement TAT: Within 48 hours
Resolution TAT: Within 30 calendar days
Working Hours: Mon-Fri, 10:00 AM - 6:00 PM IST
Address: 3rd floor, C-10, Sector-9, Chitrakoot Marg, Vaishali Nagar, Jaipur (RAJ.) - 302021
05Section 5 — Channels for Filing a Grievance
In-App Form
Settings → Help & Support → Raise a Complaint. Auto-populates transaction details.
Submit to grievance@paydeer.in with supporting documents.
Support Portal
Visit www.paydeer.in/support for online submission.
Written Correspondence
Send signed letters to our registered Jaipur address.
06Section 6 — Information Required
To enable efficient resolution, please provide:
- Full registered name and mobile number
- Nature of grievance and sought outcome
- Transaction reference ID, date, and amount
- Type of service involved (AePS, DMT, etc.)
- Screenshots or bank statements as evidence
- Details of prior support interactions
07Section 7 — Grievance Escalation Framework
| Level | Contact | Resolution TAT |
|---|---|---|
| L1: Customer Support | support@paydeer.in | 3 working days |
| L2: Grievance Officer | grievance@paydeer.in | 14 working days |
| L3: Nodal Officer | nodal@paydeer.in | 30 calendar days |
| L4: Regulatory (RBI) | cms.rbi.org.in | 30-60 days |
08Section 8 — Resolution Process
Acknowledgement
Ticket ID generated and receipt confirmed within 48 hours.
Investigation
Internal review of transaction data and system logs.
Final Resolution
Communication of outcome and next steps via email/SMS.
09Section 9 — Service-Specific Procedures
AePS Disputes
Raise within 7 days. Resolution follows NPCI DMS timelines (T+5 working days).
DMT Transfers
Refunds for confirmed failed transfers initiated within 5 working days.
M-ATM Issues
Raise within 5 days. Terminal log retrieval and response within 3 working days.
BBPS Payments
Investigated via NPCI DMS. Typically resolved within 5-7 working days.
10Section 10 — Regulatory Escalation
If unresolved after 30 days, users may approach:
- RBI Integrated Ombudsman: Online at cms.rbi.org.in
- Digital Payments Grievance Node (DPGN): For AePS/BBPS disputes at npci.org.in
- Data Protection Board: For DPDP Act violations (upon establishment).
- Consumer Forum: Under the Consumer Protection Act, 2019.
11Section 11-13 — Rights and Obligations
Complainant Rights
Right to ticket ID, status updates, reasoned written response, and fair treatment without retaliation.
Paydeer Obligations
Objective investigation, quarterly reviews of systemic issues, and maintaining records for 5 years.
Frivolous Complaints
Paydeer reserves the right to classify bad-faith or duplicate complaints as frivolous or vexatious.
Confidentiality & Updates
All information provided during the grievance process is strictly confidential. This Policy is reviewed annually and updated according to new RBI/NPCI guidelines or legislative changes.
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