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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 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.

Megha Khatri, 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, 10^th Floor, Tower-C, DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122002, India
Registered Office- 11^th 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.

Imran Ansari, 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, 10th 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

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.