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Grievance redressal
How to raise a complaint, who handles it, and how to escalate if we have not put it right.
Draft for legal and compliance review. The escalation levels below follow the usual Indian practice, and the RBI details were checked against the Reserve Bank’s own FAQs. But which of these apply to IDHIPAY depends on the approvals you hold and on your agreements with your payment and banking partners. Confirm all of it, and appoint named officers, before publishing.
If something has gone wrong, we want to fix it. Start at Level 1. If you are not satisfied, take it to the next level, quoting the ticket number from the previous one.
Level 1 — Customer support
Most problems are settled here. Contact us with your merchant ID and what happened.
| Phone | +91 91810 88577, [days and hours] |
|---|---|
| support@idhipay.com | |
| In the app | [Where the help or complaint option sits in the app] |
| We acknowledge within | [hours] |
| We aim to resolve within | [days] |
Level 2 — Grievance Officer
If Level 1 has not resolved it, or you have not heard back in time, write to our Grievance Officer with your ticket number.
| Name | [Grievance Officer name] |
|---|---|
| Designation | [Designation] |
| [grievance email] | |
| Phone | [direct number] |
| Address | PS Abacus, Unit No. 421, Plot No. IIE/23, New Town, North 24 Parganas, West Bengal – 700161, India |
| We aim to resolve within | [days] |
Level 3 — Nodal Officer
Still unresolved? Escalate to our Nodal Officer.
| Name | [Nodal Officer name] |
|---|---|
| [nodal email] | |
| Phone | [direct number] |
| We aim to resolve within | [days] |
[If your payments run through a partner payment aggregator or sponsor bank, their grievance channel usually belongs here too. Add their nodal officer details as your agreement requires.]
Level 4 — RBI Ombudsman
If your complaint concerns a service covered by the Reserve Bank of India and we have not resolved it, you can approach the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2026, which took effect on 1 July 2026 and replaced the 2021 scheme.
- You must first complain to the regulated entity and wait 30 days for a reply, unless a shorter period applies under other rules.
- You then have 90 days from the end of that period, or from the entity's final reply, to file.
| Online | cms.rbi.org.in |
|---|---|
| crpc@rbi.org.in | |
| By post | Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017 |
[Confirm whether IDHIPAY itself is a regulated entity under the scheme, or whether complaints must go through your partner bank or payment aggregator, and word this section to match.]
Response timelines
| Stage | Acknowledge | Resolve |
|---|---|---|
| Level 1 — Support | [hours] | [days] |
| Level 2 — Grievance Officer | [hours] | [days] |
| Level 3 — Nodal Officer | [hours] | [days] |
| Level 4 — RBI Ombudsman | As set by the Reserve Bank | |
[Check these against the timelines your partners and regulators require of you, and make sure support can actually meet them.]
What to include
- Your merchant ID and registered mobile number.
- The transaction reference or UTR, the amount and the date.
- Your earlier ticket number, if you are escalating.
- What went wrong and what you would like us to do.
- Screenshots or the bank statement entry, if they help.
Complaints about your data
For anything about your personal data — access, correction, erasure or consent — see our privacy policy and write to the Grievance Officer above. If you are not satisfied with our response, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
Notes
- Complaints about the goods or services a shop sold are between the customer and that shop. We can help confirm whether a payment reached the merchant.
- We never ask for your UPI PIN, card PIN, CVV or an OTP. Nobody from IDHIPAY will ever ask for them.
- [Add anything else you are required to display, such as a complaints summary or a link to a partner bank policy.]