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Customer Grievance Redressal Framework
Last Updated on July 2024
The Customer Grievance Redressal Framework defines the operating guidelines for handling customer queries and complaints at Freecharge and Axis Bank.
Customer Service Support:-
Level 1
(a) Call Us
We have a Contact Center set up where a customer can call 9773579100 to block their
account or report any suspicious activity/transaction, the support is available 24*7 & 365
days in a year.
For Customer Complaints where ticket number is generated the period of resolution is 10 Business Days.
(b) Mail Us
Customer can also email their queries, suggestions, feedback or complaints at
care@freecharge.com
Level 2
Grievance Redressal
We aim to resolve all complaints at the first point of contact. In case customer doesn't get a satisfactory resolution to their query/complaint at Level 1, they can contact the following personnel with ticket number and details of grievance. TAT of 5 Business days (excluding time taken by the customer to provide required Information/documentation) for resolution/response.
Nemash Simaria, the designated grievance officer
Phone: 9773840200
Email:
grievanceofficer@freecharge.com
Working Hours: 9:30 AM to 6:30 PM (Monday-Friday; except bank holidays)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Freecharge Payment Technologies Private Limited, DLF Cyber Green, 11th Floor, Tower-C, DLF Cyber
City, DLF Phase-3, Gurugram-Haryana-122002, India
Registered Office- 11th Floor, Tower C, DLF Cyber Greens, DLF Cyber City, DLF Phase 3, Gurugram, Haryana 122022, CIN- U74140HR2015PTC114857
Call us at : 01246634800
Level 3
In case grievance remains unresolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, the customer can approach the Nodal Office along with the ticket number. TAT of 5 Business days (excluding time taken by the customer to provide required Information/documentation) for resolution/response.
Samarth Govila, the designated Nodal officer
Phone: 9773974200
Email:
nodal.head@freecharge.com
Working Hours: 9:30 AM to 6:30 PM (Monday-Friday; except bank holidays)
Postal: Nodal Officer, Freecharge Payment Technologies Private Limited, DLF Cyber Green, 11th Floor,
Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122022, India
Registered Office: 11th Floor, Tower C, DLF Cyber Greens, DLF Cyber City, DLF Phase 3, Gurugram,
Haryana 122022, India
Contact Number: 0124 663 4800
Grievance Redressal Channels
Customers can raise their grievances in the following ways:
A. Complaints related to all types of payments transactions using Freecharge platform
- Chatbot: On Freecharge App - (Profile - Help & Support)
- E-mail: care@freecharge.com
- Fraudulent Transaction and Account Block 24*7 Helpline: 9773579100
B. Complaint related to Financial Products provided by Axis Bank
- MFI Loan and Micro LAP: Helpline # 9773604100 (Monday to Saturday: 10 AM to 7 PM)
- Unsecured business Loan and Current Account customers: Helpline: 9773604100 (Monday to Saturday : 10 AM to 7 PM)
- Other financial products such as Personal Loan etc.: Please follow process as mentioned in clause A above
* Freecharge made available to customers Financial Products of Axis Bank such as saving account, FD, Current Account, Loan etc. as business correspondent to Axis Bank and the role of the Freechagre is limited to connecting the customers with Bank through it's app/website or retail outlets. Therefore, customers are advised to raise their grievance related to financial products of Axis Bank directly with Bank as per Banks' Grievance Redressal channel mentioned below:
1. For digital lending grievance - https://www.axisbank.com/retail/loans/personal-loan/personal-loan-lsp
2. For MFI Loan grievance - https://www.axisbank.com/docs/default-source/default-document-library/fpc-retail-microfinance.pdf
3. For Other grievance - https://www.axisbank.com/docs/default-source/default-document-library/grievance-redressal/grievance-redressal-policy.pdf
Notwithstanding, customers can also raise the grievance with Freecharge and Freecharge will take necessary step to resolve the grievance through Axis Bank.
Note:
- Each customer will be allotted a Unique Ticket Number (UTN) which will be used to identify the customer, retrieve all history pertaining to the complaint, and help in faster resolution of the grievance.
- Customers are required to follow the processes and provide all the required documentation as guided by Freecharge so as to provide a resolution to the customer.
- In Cases where Law Enforcement Agencies, Regulators, Governments, Card Networks, Courts, Banks, etc. are involved for the purpose of investigation or providing resolution, the customer needs to adhere to the processes and documentation requirements shared by the said participants and the resolution to the customer may depend upon these participants.
- Resolution time/Turn-around-time for redressing grievances/disputes has been mentioned under the section “Escalation Matrix”.
- For complaints pertaining to merchant operation such as KYC, on-boarding, settlement etc shall be governed the Merchant Grievance Redressal Policy https://merchant.freecharge.in/grievance
Final Redressal and Closure of Grievance
Final Redressal and Closure of Grievance:
1. Where the complainant has communicated his acceptance of the company's decision on redressal of grievance communicated by grievance redressal; or
2. Where the complainant has not communicated his acceptance of the company's decision, within 7 days from the date of communication of decision by Level 1 or Level 2 or Level 3, as the case may be.