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Customer Grievance Redressal Framework
Last Updated on January 2026
The Customer Grievance Redressal Framework defines the operating guidelines for handling customer queries and complaints at Freecharge.
Customer Service Support:-
We have established a tiered escalation matrix to ensure your concerns are addressed systematically.
Level 1: Customer Support
The first point of contact for any complaint regarding a failed recharge, bill payment, or transaction.
Customer can raise their grievances/disputes as below:
- ODR System Channels: Customers can lodge disputes through a web-based portal, mobile application (Navigate to 'Help & Support' in the Freecharge Website/application).
- Simplified Process: The dispute lodging process is designed to be simple, requiring minimum details, with the system capable of automatically fetching transaction data while maintaining confidentiality.
- Unique Reference Number: Once a dispute is lodged, the ODR system will allocate a unique reference number.
- Tracking: Customers are provided with the facility to track the real-time status of their dispute using the allocated reference number.
- Customer Helpline: 9773579100 (Monday to Saturday: 10 AM to 7 PM)
- Email: care@freecharge.com
- Resolution Time/Turn-Around Time (TAT): Acknowledgment within 24 hours; Resolution within 10 Business days from the date when ticket is generated.
Resolution time does not include time taken by the customer to provide required information/documentation.
● If any case/transaction is related to third party or outside entity, then the TAT will be dependent on the respective banks/network providers/regulator/etc. Resolution time will include this TAT along with Freecharge’s internal resolution time.
● Freecharge will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Freecharge will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.
Level 2: Grievance Officer
If the response at Level 1 does not meet your expectations or if you do not receive a response within 10 days, you may escalate the matter.
- Contact Person: Megha Khatri
- Address: Grievance Officer, Freecharge Payment Technologies Private Limited, DLF Cyber Green, 10th Floor, Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana 122022, India
- Phone: 9773840200
- Email: grievanceofficer@freecharge.com
- Response TAT: Resolution within 5 business days from the date of escalation. (excluding time taken by the customer to provide required Information/documentation)
Level 3: Nodal Officer
For grievances that remain unresolved or require higher intervention.
- Contact Person: Imran Ansari
- Address: Nodal Officer, Freecharge Payment Technologies Private Limited, DLF Cyber Green, 10th Floor, Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122022, India
- Phone: 9773974200
- Email: nodalofficer@freecharge.com
- Response TAT: Resolution within 5 business days from the date of escalation. (excluding time taken by the customer to provide required Information/documentation)
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”.
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.