Paisaजी
Legal & Compliance Hub/Grievance & Support

Grievance Redressal Policy

Effective: 2026-10-24Last Updated: 2026-10-24Version 2.0 • Active Statutory Framework

Statutory Framework & Regulatory Purpose

Governing Law: India

Fair customer treatment, multi-tier escalation hierarchy, ticketing SLA, and regulatory escalation channels.

Overview & Scope

PaisaJi Technologies Private Limited believes in transparent, empathetic, and rapid resolution of customer grievances. In compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the DPDP Act, 2023, we have established a dedicated multi-tiered Grievance Redressal Mechanism.

1. Multi-Tier Grievance Escalation Matrix

STATUTORY ESCALATION HIERARCHY

Multi-Tier Dispute Resolution Flow

LEVEL 1🎧

Frontline Support Desk

In-app ticketing & email support for telecom updates and billing clearance.

SLA⏱️ 24–48 Hours
support@paisaji.com
LEVEL 2⚖️

Nodal Grievance Officer

Escalation for unresolved claims, fraud reports, or delayed reversals.

SLA⏱️ 3–5 Business Days
grievance@paisaji.com
LEVEL 3🛡️

Principal Compliance & DPO

DPDP data privacy rights, systemic disputes & settlement auditing.

SLA⏱️ 15 Calendar Days
legal@paisaji.com
LEVEL 4🏛️

RBI Banking Ombudsman

External statutory recourse under RBI Integrated Ombudsman Scheme.

SLA⏱️ Statutory Scheme
cms.rbi.org.in (14448)

2. Tier Details & Contact Points

🔹 Level 1: Customer Support & Ticketing Desk

Channels:
In-App Support: Open PaisaJi App > Profile > Help & Support > Raise Ticket
Email: support@paisaji.com
Help Desk Portal: https://paisaji.com/contact
Acknowledgment: Automated ticket ID issued within 15 minutes.
Resolution SLA: 24 to 48 Hours (Telecom & Utility status updates).

🔹 Level 2: Designated Grievance Redressal Officer

If your query is not resolved satisfactorily at Level 1 within 48 hours, or if your issue involves fraud, unauthorized access, or regulatory non-compliance, you may escalate directly to our designated Grievance Officer:

Name: Mr. Amitesh Kumar Tiwari
Designation: Nodal Grievance Redressal Officer
Email: grievance@paisaji.com
Direct Phone: +91 8860996616 (Available Mon–Fri, 10:00 AM – 6:00 PM IST)
Corporate Office: PaisaJi Technologies Private Limited, Sector 62, Noida, Uttar Pradesh — 201309, India.
Acknowledgment SLA: Within 24 Hours with formal case tracking number.
Resolution SLA: Final resolution within 5 Business Days.

🔹 Level 3: Principal Compliance & Data Protection Officer (DPO)

For issues specifically related to Digital Personal Data Protection, consent withdrawal, or systemic payment gateway settlement failures:

Email: legal@paisaji.com / dpo@paisaji.com
Resolution SLA: Within 15 Calendar Days.

3. External Regulatory Recourse (Level 4)

If you remain dissatisfied with PaisaJi's final resolution after 30 days of filing:

1. RBI Integrated Ombudsman Scheme:
Online Portal: https://cms.rbi.org.in
Toll-Free Number: 14448
Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017.
2. National Consumer Helpline (NCH):
Department of Consumer Affairs, Government of India: https://consumerhelpline.gov.in
Toll-Free Helpline: 1915 or 1800-11-4000

⚖️ Questions, Account Inquiries or Policy Clarifications?

Contact our operations desk for transaction disputes, or our Data Protection Officer for account erasure & privacy rights.

✉️ support@paisaji.com•🔒 privacy@paisaji.com (Account Deletion)
Nodal Escalation Desk