Customer Grievance

This Customer Grievance Redressal Policy is developed by Payment Gateway Solutions Pvt Ltd (“PAYMENTZ”) in order to assure smooth and effective procedure to address and resolve customers` complaints.

In case the customer does not receive a response from PAYMENTZ within the number of days indicated below for each level or if the customer is not satisfied with the received response, the customer may escalate the complaint to the next level as indicated below:

Primary Level:

The customer can contact PAYMENTZ customer support service to register a complaint by:

Email: [email protected];

Phone: +9122040143344 or

by using PAYMENTZ ticketing system on paymentz.com.

Customer can write a letter to PAYMENTZ via post/courier service to the address below:

69, Aditya Industrial Estate, Mindspace, Malad West, Mumbai, Maharashtra 400064 or visit PAYMENTZ office located at the same address and fill a complaint form available in the premises.

Customers are required to submit full details of their grievance, supported by relevant documents (if any), in the complaint. In case the customer is facing any difficulty in lodging a complaint, PAYMENTZ will assist the customer in this regard.

After raising a complaint and within 24 hours the customer shall receive acknowledgement of the complaint and a complaint reference number from PAYMENTZ.

PAYMENTZ will send its initial response regarding resolution of the complaint within 2 working days of the receipt of complaint. This response shall contain either the resolution of the complaint or an indication of the additional time required by PAYMENTZ to examine the complaint. Maximum time to resolve the complaint shall be 10 business days from the date of lodging the complaint. 

Secondary Level:

In case timely resolution is not provided on Primary level, or in case the customer is not satisfied with the resolution provided, the customer can contact a Nodal Officer as mentioned below:

Nodal officer name : Aditya Purohit
Email ID: [email protected]

Customers are required to provide the complaint reference number received in their earlier interaction with a customer support officer to properly address their concerns.

The Nodal Officer shall send his final response to the customer within 30 business days of lodging the complaint. This response has to contain either the resolution of the complaint or an indication of the additional time required by PAYMENTZ to examine the complaint, along with the reason for such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.

Third Level:

If the customer is not satisfied with the resolution received after contacting a Nodal Officer or if the customer does not hear from PAYMENTZ in 30 days, the customer can lodge his/her complaint through a centralised complaint redressal system under the Integrated Ombudsman Scheme, 2021.

A complaint can be made at https://cms.rbi.org.in or by calling the helpline number 14440. The complaint may be lodged online or by filing a physical complaint and submitting the same at Centralised Receipt and Processing Centre (CRPC) at RBI, 4th Floor, Sector 17, Chandigarh, 160017. Alternatively, an email can be sent to [email protected].

A complaint under the scheme would not be valid unless a customer submitted the complaint to PAYMENTZ and this complaint was wholly or partly rejected by PAYMENTZ, or the customer is not satisfied with the resolution offered by PAYMENTZ. The complaint under the scheme needs to be made within one year after a reply is received by the complainant from PAYMENTZ.