Grievance Redressal

We aim to resolve every complaint quickly and fairly. This policy is published in line with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 5(9) of the SPDI Rules, 2011, the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020.

Level 1: Customer support

Raise a ticket in the app (Help & Support, then Create Ticket) with the transaction ID or UTR, or contact support using the details below. We aim to respond within 24 hours, and to resolve transaction issues within 72 hours (operator disputes may take longer).

Level 2: Grievance Officer

If you are not satisfied with the Level 1 resolution, or the complaint concerns your personal data, unlawful content or misuse, write to our Grievance Officer:

Please include your registered mobile number, Member ID, transaction ID or UTR, and a short description. The Grievance Officer will acknowledge within 24 hours and resolve within 15 days of receipt. Requests to remove unlawful content or content that impersonates someone are handled within the shorter timelines the law requires.

Level 3: Outside remedies

• Cyber fraud: call the National Cyber Crime Helpline 1930 or report at cybercrime.gov.in.
• Consumer complaints: National Consumer Helpline 1915 or consumerhelpline.gov.in, and the Consumer Commissions under the Consumer Protection Act, 2019.
• Personal data complaints: the Data Protection Board of India, once constituted, after first approaching our Grievance Officer.
• Operator service issues: the respective telecom operator's appellate authority, or TRAI's consumer portal.

Nothing in this policy limits your statutory rights.

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