Customer Grievance Redressal Mechanism

1. Purpose: The main purpose of the customer grievance redressal mechanism is to ensure timely registration and redressal of customer grievances/ complaints through the different channels available with SBI Payments to their satisfaction.
2. Modes of Complaint Registration:
  • a) Conform to legal requirements or comply with legal process;
  • b) Protect and defend SBI Payments or its Affiliates' rights, interests or property;
  • c) Enforce the terms and conditions of the products or services; or
  • d) Act to protect the interests of SBI Payments, its Affiliates, or its members, constituents or of other persons.
3. Escalation Matrix:
3.1. Level 1 Escalation: Registering a Complaint
  • Raising the complaint with the Complaint Management Team. Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any) for further investigation.
  • Upon raising a complaint in the manner provided above, the customer shall receive acknowledgement within 24 hours of receipt of complaint via email.
  • SBI Payments Complaints team shall send its first response / acknowledgement towards resolution of the complaint within 2 working days of the receipt of complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint. The maximum time to resolve the complaint would be ‘5 working days’ from the date of lodging the complaint.
  • In case the complaint is not resolved, or a customer is not satisfied with the resolution he may escalate the complaint to Level 2.
3.2. Level 2 Escalation: Manager Grievances
  • In case of customer does not receive a proper response, within the prescribed timelines of 5 working days of lodging the complaint, it may approach the ‘Manager Grievances’ of the SBI Payments, at the following contact details:
    • Manager Grievances
    • SBI Payments Service Pvt. Ltd: Corporate Office
    • 23rd Floor, Urmi Estate, 95, Ganpatrao Kadam Marg, Lower Parel West,
    • Mumbai, Maharashtra 400013
    • Email: Mgrops1@sbipayments.com
  • The Manager Grievances shall send his/her final response to the customer within 10 working days of lodging the complaint. Such responses may either contain a resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such an extension.
3.3. Level 3 Escalation: Nodal Officer
  • In case of customer does not receive a proper response, within the prescribed timelines of 10 working days of lodging the complaint, it may approach the ‘Nodal Officer’ of the SBI Payments, at the following contact details:
    • Nodal Officer
    • SBI Payments Service Pvt. Ltd: Corporate Office
    • 23rd Floor, Urmi Estate, 95, Ganpatrao Kadam Marg, Lower Parel West,
    • Mumbai, Maharashtra 400013
    • Email: Nodalofficer.grievances@sbipayments.com
  • The Nodal officer shall send his/her final response to the customer within 20 working days of lodging the complaint. Such responses may either contain a resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such an extension. The maximum time to resolve the complaint is 20 working days from the date of lodging the complaint.
Escalation Matrix
Level 1 Complaints Management Team 5 working days of lodging the complaint
Level 2 Manager Grievances 10 working days of lodging the complaint
Level 3 Nodal Officer 20 working days of lodging the complaint