Airtel Payments Bank Customer Care: Grievance Redressal and Support
Airtel Payments Bank emphasizes prompt and efficient service delivery to ensure customer satisfaction and resolve complaints effectively. Their Customer Grievance Redressal Policy is designed to handle issues related to products, services, or processes courteously and swiftly.
Contacting Airtel Payments Bank Customer Care
1. Key Channels for Filing Complaints
Airtel Payments Bank provides several ways to register complaints:
Phone: Dial 400 (for Airtel numbers) or 88006-88006 (for other numbers).
Staff-related issues: Misbehavior, rude language, or forcible selling of unsolicited products.
Steps to File a Complaint
Step 1: Identify Your Concern
Before contacting customer care, gather the necessary details:
Account details or transaction ID.
Description of the issue.
Any supporting documents or screenshots.
Step 2: Register the Complaint
Choose any of the available channels to lodge your complaint. Upon registering, you will receive an acknowledgment from the bank.
Step 3: Track and Monitor
Use the reference number provided during complaint registration to track the status via the website or phone.
Resolution Timelines
Airtel Payments Bank strives to resolve complaints within the following timeframes:
Complaint Type
Resolution Time
Normal Cases
7 working days
Fraud or Legal Cases
15 working days
Cases Involving Third Parties
30 working days
NEFT/RTGS Issues
7 working days
Chargeback Cases
45-90 working days (or per guidelines)
If a delay occurs, customers will be informed of the reasons and expected resolution time.
Escalation Matrix
If your complaint is not resolved satisfactorily, you can escalate it:
1. Branch/Customer Care Officers
Contact customer care representatives or branch officials to address the issue.
2. Principal Nodal Officer
If unresolved, write to the Principal Nodal Officer at: Airtel Payments Bank Limited, Plot No. 16, Udyog Vihar, Phase IV, Gurgaon - 122015.
3. Banking Ombudsman
For unresolved complaints beyond 30 days or unsatisfactory resolutions, approach the Banking Ombudsman.
Ombudsman details are available on the Airtel Payments Bank website and branches.
Key Features of the Grievance Redressal System
1. CRM System for Complaint Tracking
Airtel Payments Bank uses a CRM/CMS system to log, track, and resolve customer complaints efficiently.
2. Staff Training
Employees are trained to handle complaints courteously and effectively.
3. Internal Monitoring
Complaints are monitored daily to ensure no cases remain unresolved.
Committees for Customer Service
1. Standing Committee on Customer Service (SCCS)
Composed of senior management officials, this committee reviews service updates and introduces measures to improve service levels.
2. Customer Service Committee of the Board (CSCB)
This committee oversees the implementation of customer service guidelines, addresses systemic deficiencies, and reviews unresolved Banking Ombudsman awards.
Mandatory Information Display
Airtel Payments Bank ensures transparency by displaying:
Contact details of grievance redressal officials, the Principal Nodal Officer, and the Banking Ombudsman.
Key officials' details on their website, including the CMD/CEO.
Tips for Filing Complaints
Be Clear: Provide a concise description of your issue.
Document Evidence: Attach screenshots, transaction IDs, or related proof.
Follow Up: Use the acknowledgment number to track progress.
Escalate When Necessary: Don’t hesitate to escalate unresolved issues to the Principal Nodal Officer or Banking Ombudsman.
By leveraging Airtel Payments Bank’s robust grievance redressal framework, you can ensure your concerns are addressed efficiently and effectively.
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