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Customer Grievance Redressal Framework

Last Updated on January 17,2018

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 080-33037133 (standard calling charges apply) to block their account or report any suspicious activity/transaction, the support is available 365 days in a year from 7 am till 11 pm.

For Customer Complaints where ticket number is generated the period of resolution is 7 Business Days.

(b) Mail Us
Customer can also email their queries, suggestions, feedback or complaints at care@freecharge.com

Level 2

Grievance Redressal

We aims 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 get in touch with the Grievance Officer with ticket number and details of grievance.

(a) Mail Freecharge
Email at grievanceofficer@freecharge.com
Working Hours: 9:30 AM to 6:30 PM (except National Holiday)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Freecharge Payment Technologies Private Limited, DLF Cyber Green, 16th Floor, Tower-C,DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122002, India
Registered Office- 2nd Floor, Red fort Capital Parsvnath Tower, Bhai Veer Singh Marg, Near Gole Market, New Delhi- 110001 CIN- U74140DL2015PTC275419

Level 3

Axis Bank Nodal Officer

In case customer complaint remains unresolved, within 30 days of registering the complaint then customer can approach the Nodal Office of Axis Bank along with the ticket number shared by Freecharge.

(a) Mail Axis Bank
Email at freecharge.nodal@axisbank.com
Working Hours: 9:30 AM to 5:30 PM (Monday-Friday; except bank holidays)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Nodal Officer, Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli , Navi Mumbai-400708.

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.