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Grievance Redressal Policy · effective 5 July 2026

Raise it once , and follow it all the way.

Every complaint gets a Complaint ID within moments of arriving, a category, a priority and a target date. This page is the whole process — who looks at it, how long each stage takes, and where to go if the answer is not good enough.

File a complaint See the timelines
24h
To acknowledge, every category
15-60
WhatsApp, during open hours
6
Stages from logged to closed
3+
Levels you can escalate through
13
Category codes for routing
4
Priority levels
How a complaint is handled

Six stages, and you can see where yours is

The same sequence runs for a five-rupee recharge and a fraud report. What changes is the priority it enters at, and who picks it up.

Stage 1

You log it

Through the form here, email, the helpline or WhatsApp — with the transaction details and proof attached. The more complete the first message, the fewer rounds it takes.

Stage 2

It is acknowledged automatically

The intake system records it and issues a Complaint ID straight away. Quote that ID in every follow-up and you come back to the same file rather than starting again.

Stage 3

An analyst reads and sorts it

Category, service involved, the money in question, priority, and whether the proof is complete. If something is missing you hear about it here, not three days later.

Stage 4

Engineering audits the logs

Server metrics, the request and response payloads, API gateway codes, Bharat Connect network logs and the banking clearing receipts — the record of what actually happened, not what either side remembers.

Stage 5

A decision, with the reason

Root cause identified, then a written resolution: what was done, what changed on your ledger, and what refund was settled if one was owed.

Stage 6

Closed, once it is actually finished

A file closes only when every adjustment has cleared on the external networks and nothing is outstanding. A closed case can still be reopened if new facts come up.

Why this policy exists

Four things it is built to do

The framework is engineered around these mandates, and every part of the process below serves one of them.

Accessible redressal

A simple, transparent and digitally encrypted way to register a complaint, open to every user on the platform.

Fair adjudication

Every registered grievance evaluated systematically, investigated alongside partner banks, and resolved equitably.

Accountability metrics

A permanent, fully auditable digital trail of complaints, kept so operational quality and system health can be measured.

Continuous optimisation

Seasonal complaint trends analysed to remove technical bottlenecks, application crashes and gateway routing latency.

Words used here

Five terms, defined

These carry specific meanings throughout the policy, so it is worth knowing what each one covers.

Complaint or grievanceAny formal expression of dissatisfaction, system exception log, transactional dispute, or request for processing clarification lodged by a user.
TransactionAny monetary movement, fund debiting, Anpay Coin top-up, bill collection or token adjustment routed across our systems.
Complaint IDA unique, cryptographically generated alpha-numeric tracking code assigned immediately to an incoming grievance ticket.
Business dayAny day on which our technical and customer operations desks are actively monitoring, excluding national public holidays.
ResolutionThe final binding response or balance adjustment provided by Anpay following a deep system audit.
How urgent is it

Four priority levels, decided by what is at risk

Priority is set from the facts of the ticket, not from how loudly it is raised. Anything touching money or account safety goes high or critical on its own.

LOW

Questions and suggestions

General information requests, feedback, product suggestions, interface and language settings.

MEDIUM

Delivery delays

A slow mobile top-up, a DTH renewal not reflecting, a cashback dispute, a gift card that did not arrive.

HIGH

Money is involved

Account debited with a failed transaction, duplicate clearing, a pending refund, a KYC block, OTP not arriving.

CRITICAL

Safety, straight to engineering

Suspected fraud, unauthorised access, device hijacking, large-scale exposure or a gateway outage. These skip the queue entirely.

Timelines

What to expect, and by when

Acknowledgment is within 24 business hours for every category. Resolution depends on who else is in the loop — where a bank, a biller or a carrier has to answer, we say so rather than promise a date we do not control.

Kind of complaint
Acknowledged
Target resolution
General enquiries
24 business hours
1 to 3 business days
Recharge and DTH
24 business hours
1 to 5 business days
Utility bills on BBPS
24 business hours
Follows central Bharat Connect timelines
Refund verification
24 business hours
Depends on the originating bank's reconciliation
Travel bookings
24 business hours
Subject to the airline, hotel or bus operator's terms
Gift cards and digital assets
24 business hours
1 to 7 business days
KYC and verification
24 business hours
1 to 5 business days
Fraud and security
Captured immediately
Continuous investigation, aligned with cyber law

Response by the channel you use

Different desks answer at different speeds. Use the one that suits how urgent it is.

Desk
Responds in
Where it goes
Instant digital support
15 to 60 minutes
WhatsApp +91 94341 16115, during open hours
Operational helpdesk
Within 24 business hours
support@anpay.in and the voice desk
Alliances and integrations
2 to 3 business days
business@anpay.in
Risk and dispute office
Exterior bank clearings
dispute@anpay.in — paced by the bank, not by us

When these timelines can stretch

Target windows are suspended during events outside our control — a natural disaster, a country-wide internet or power outage, a change in banking law, a gateway failure or a security incident at a partner. In those cases the clock extends automatically, and we say so on the ticket.

Filing a complaint also does not by itself create a right to a refund. Outcomes follow the transaction records, the evidence, the bank's response and the regulator's rules.

If the answer is not good enough

Three levels, and you can use all of them

Escalating does not restart the case. Quote the same Complaint ID and the next level opens the file you already have.

1

Customer operations

Where every complaint starts. Most are settled here, and this is the level with the transaction tools to hand.

support@anpay.inAlso the helpline and WhatsApp
2

Grievance officer

If Level 1 has not resolved it, or the answer does not address what you raised. The officer reviews the file independently of the desk that handled it.

info@anpay.inQuote the Complaint ID
3

Executive review board

Unresolved high-impact disputes go to the management board for a final internal decision, checked against the regulations that apply.

info@anpay.inMarked for executive review
Cookies and device permissions

What runs in the browser, and what the app asks for

Industry-standard cookies, web beacons and tracking pixels help recognise your browser on a future visit. The app asks for device permissions only where a feature needs them.

Our commitments

  • Fair treatment, every timeEvery user, merchant and partner handled with the same professionalism, whatever the amount involved.
  • Acknowledged inside the SLAAnd investigated impartially — including when the finding goes against us.
  • Your details stay confidentialComplaint details, documents and account data are shared on a need-to-know basis only, and never with marketing firms.
  • A complete case logKept for audit, so the history of what was said and done can be produced later.
  • We fix the cause, not just the ticketMonthly reviews of complaint volumes and error rates feed back into the product.

What we ask of you

  • Accurate detailsTruthful, complete transaction data and context. A wrong figure sends the investigation down the wrong path.
  • Quote the Complaint IDIn every follow-up, email and call. Without it a new file gets opened alongside the old one.
  • Send the evidence promptlyUnaltered bank statements, screenshots or invoices when the analysts ask for them.
  • Keep it civilMisleading information, duplicate tickets without new facts, abuse of staff, or attempts to obtain a reversal that is not owed — any of these can void a ticket.
What this covers

Every service, and every kind of user

Individuals, registered users, B2B merchants and enterprise partners — the same policy, the same ladder.

Mobile prepaid and postpaid
DTH renewals
Electricity and water
Broadband and landline
LPG and piped gas
FASTag
Credit card bills
Insurance premiums
Flights and hotels
Anpay Coins
Bus bookings
Gift cards

The routing codes

Each ticket is stamped with one of these on arrival. It decides which desk sees it first.

AGeneral corporate
BTelecom delivery
CBBPS delays
DTravel booking
EE-gift cards
FPayment reversals
GAnpay Coin audit
HKYC processing
ITechnical logs
JAccount takeover
KFraud reporting
LAPI support
MGeneral suggestions
How each kind is investigated

Where each kind of complaint goes

A recharge dispute is settled against operator clearing archives; a KYC block is settled against RBI master directions. The route a ticket takes depends on where the truth lives.

Telecom and DTH

CATEGORY B

Covers network failures, pending timeouts, incorrect circle routing and duplicate card debits. Your parameters are matched against API logs and operator clearing archives, and delivery is confirmed before any balance adjustment is authorised.

Bharat Connect utilities

CATEGORY C

Electricity, water, broadband and gas are governed by NPCI guidelines. Where a payment succeeds here but is not updated in the biller's ledger, we file an official dispute directly into the central Bharat Connect infrastructure, creating a legal audit trail.

Travel and hospitality

CATEGORY D

Anpay is a secure booking interface between you and the carrier. Ticket changes, flight cancellations, lodging adjustments and fare refunds follow the airline, hotel or bus operator's terms, and carrier cancellation penalties apply.

E-gift cards

CATEGORY E

Investigated with the issuing brand network. Where an asset is confirmed unactivated, or delayed by a system timeout, we coordinate a code re-generation or a complete token reversal, whichever the case calls for.

Refunds and ledger disputes

CATEGORY F

Where a failure is verified, liquidity is pushed back to the originating card, UPI handle or bank node. We track missing funds with the gateways, but the speed belongs to the destination clearing house.

KYC and verification

CATEGORY H

Onboarding problems, PAN mismatches and document upload blocks are assessed under RBI master directions. Where Aadhaar verification is legally permitted, encrypted masking gates replace raw numbers with placeholders across our logs.

Fraud and security

CATEGORY K

Unauthorised access, account compromise and phishing reports go to incident control immediately: temporary account locks, Anpay Coin movement halted, login telemetry checked, and logs shared with cyber law enforcement where required.

How you are kept updated

CLAUSE 21

Through the investigation you are updated by automated alerts over corporate email, verified SMS, WhatsApp and push notifications. In return we ask you to keep the channel open and your tracking details accurate.

Regulation and your data

The rules this policy sits under

Grievance handling here is written against specific statutes, not drafted freehand. That matters, because it means the standards are not ours alone to relax.

DPDP Act 2023Data grievance corridors
IT Act 2000Digital records
RBIDigital payment directions
NPCIBBPS and UPI rules
Where a BBPS complaint goes
Bharat Connect grievance grid Partner banks Payment gateways
A bill paid successfully here but not credited by the biller is filed by us directly into the central Bharat Connect system, so there is a legal audit trail rather than an email chain.
  • Aadhaar numbers are masked

    Where verification is permitted, raw numbers are replaced with placeholders across our logs, so the full number is not sitting in a support record.

  • Records kept only as long as required

    Tickets, chats, bank references and resolutions are archived to satisfy audits and defend chargebacks. Once the statutory window passes, they are purged or anonymised.

  • Fraud reports trigger defences immediately

    Temporary account locks, Anpay Coin movement halted, login telemetry checked, and logs shared with cyber law enforcement where the case calls for it.

  • False claims are refused

    Tickets our risk tools find to be misleading, malicious or backed by forged documents are rejected, and can lead to verification checks, account locks and a report to the authorities.

When a case closes

Closed means finished, not filed away

A complaint moves to closed only when all of these are true. Until then it stays open, whatever its age.

CONDITION 1

You have the answer you asked for

The helpdesk or the system has supplied the complete information the complaint was about.

CONDITION 2

The investigation is finished

Server, gateway and operator logs have all been examined — not sampled, and not left half-read.

CONDITION 3

Corrections are done

Database alignments, ledger adjustments or account recoveries have actually been carried out.

CONDITION 4

Any refund has landed

Eligible refunds are pushed to the original source instrument, in line with the Refund Policy, before the file can close.

CONDITION 5

The outcome is communicated

The resolution and the root cause are sent to you over a verified channel — email, SMS, WhatsApp or a push notification.

ALSO CLOSED IF

It stalls on your side

You confirm you are satisfied, or a reasonable request for data goes unanswered within the operational window, or the ticket duplicates one already open.

A closed case does not close the door

If fresh facts turn up, a hidden failure surfaces, or a separate situation arises later, you can register a new grievance. Closure is administrative — it does not forfeit anything.

Accountability

Who owns this process

VD
Vaskar Das
Founder & Director

The grievance officer bureau reports here. Level 3 reviews are signed off at this level.

"A complaints process is worth something only if it can rule against us. Ours has to, and does."

Most payment problems are somebody's bad day made worse. The point of this policy is that the person handling it has the logs to see what actually happened, a deadline to work to, and a named person above them if they get it wrong.

Every SLA on this page is a target we measure ourselves against monthly, alongside complaint volumes and platform error rates — because a rising ticket count is a product problem before it is a support problem.

Effective 5 July 2026 DPDP Act 2023 RBI and NPCI aligned Jurisdiction: Dakshin Dinajpur, WB
File a complaint

Raise it, and get your Complaint ID

These are the details the engineers need to pull the right logs. Sending them all at once is the single biggest thing that shortens a case.

What every complaint must carry

Full legal nameAs registered on the account
Registered mobile numberThe number the account sits on
Customer IDFrom your profile
Transaction or order IDThe Anpay reference for the payment
BBPS referenceWhere a utility bill is involved
Exact date and timeWhen the money moved
Operator or billerWho the payment was going to
Unaltered proofBank statement or gateway screenshot

Where to reach us

Grievance officerinfo@anpay.in
Customer supportsupport@anpay.in
Payment disputesdispute@anpay.in
Business and APIbusiness@anpay.in
Helpline011 6929 0388
WhatsApp+91 94341 16115
Hours11:00 AM to 11:00 PM IST, all seven days
JurisdictionCourts at Dakshin Dinajpur, West Bengal
Tell us your name as registered
Enter the 10-digit number on your account
Enter an email we can reply to
Your customer ID is in your app profile
Pick the closest match — it decides which desk sees it first
A payment complaint cannot be investigated without it
Tell us when the money moved
0 / 1200
A few lines about what happened, please

Attach your unaltered bank statement or screenshot to the reply. Never send your OTP, MPIN, card CVV or full card number.

The legal terms

What this policy does and does not promise

The clauses that define the limits of the framework, stated as plainly as their wording allows.

Limitation of liability

CLAUSE 29

Nothing here guarantees that filing a ticket results in a refund, reversal, credit or service adjustment. Each outcome depends on the transaction records, the evidence, the banking node's response and the regulator's rules. To the extent the law allows, we disclaim liability for financial disruption caused by server downtime, clearing bank errors or third-party network outages outside our control.

Force majeure

CLAUSE 30

Target SLAs are suspended where delays are caused by events beyond reasonable control: natural disasters, flooding, fire, earthquake, civic disturbance, military action, changes in banking law, country-wide internet outages, power grid failure, gateway timeouts or a security incident at a partner. Resolution timelines extend automatically during such events.

Policy review and updates

CLAUSE 31

Anpay may modify or amend sections of this policy at any time to stay aligned with changing national laws, banking rules or new product features. The latest active version is always available on the official web domain and in the app dashboard. Continued use of our payment systems implies acceptance of the updated terms.

Governing law and jurisdiction

CLAUSES 32 & 33

This policy is interpreted in alignment with the laws of the Republic of India. Any unresolved dispute, legal disagreement or court action arising out of the complaint process shall be filed exclusively before the competent courts at Dakshin Dinajpur, West Bengal, India, to the exclusion of all other benches.

Entire agreement and severability

CLAUSES 37 – 39

Read alongside the Terms & Conditions, Privacy Policy, Refund Policy and Cancellation Policy, this document is the complete grievance handling agreement between the user and Anpay. If any clause is held invalid or unenforceable by a court, that portion is severed and the rest continues in full force.

Your acceptance

CLAUSE 39

By maintaining an active account or using the payment features, you confirm that you have read, understood and accepted the terms of this policy framework. Filing a grievance does not by itself create a right to a refund — reversals are approved only where an internal system audit confirms a permanent transaction failure.

Statutory information

The entity behind this policy

Corporate identification

Legal entityAnpay Ventures Private Limited
CINU63990WB2024PTC272006
GSTIN19ABBCA0218R1ZH
Founder & DirectorVaskar Das
Registered office1st Floor, Narayanpur, Kumarganj, Balurghat, Dakshin Dinajpur, India
Effective date5 July 2026

Statutes this policy is built on

Data grievancesDigital Personal Data Protection Act, 2023
Digital recordsInformation Technology Act, 2000
PaymentsRBI digital payment master directions
BBPS and UPINPCI operational guidelines
Read alongsideTerms & Conditions, Privacy Policy, Refund Policy, Cancellation Policy
JurisdictionCourts at Dakshin Dinajpur, West Bengal

Something urgent right now?

Suspected fraud or unauthorised access does not wait for a form. Call the helpline and it goes straight to the incident desk.

Call 011 6929 0388 WhatsApp us

Grievance Redressal Policy · effective 5 July 2026 · the current version always lives here and in the app