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Grievance Redressal Mechanism

Three-Tier Escalation Matrix for Merchants, Retailers & Consumers

1. Commitment to Fair Redressal

ValuePay is committed to maintaining high standards of transparency, operational integrity, and prompt complaint resolution. In compliance with the directives issued by the Reserve Bank of India (RBI) and National Payments Corporation of India (NPCI) for Bharat Bill Payment System (BBPS) clearinghouses and payment service providers, we have established a structured 3-tier escalation framework.

2. Three-Tier Escalation Matrix

Level 1: Frontline Merchant Support Desk

Resolution within 24 to 48 Hours

For everyday portal queries, pending recharge status checks, wallet top-up verification, or BBPS receipt printing issues.

Toll-Free: +91 (800) 555-0199 | Email: support@valuepay.in

Monday to Saturday, 9:00 AM – 8:00 PM IST

Level 2: Grievance Officer Escalation

Resolution within 3 to 5 Business Days

If you do not receive a satisfactory resolution from Level 1 support within 48 hours, or if your ticket involves unsettled financial claims.

Officer: Mr. Deepak Joshi (Head of Partner Operations) | Email: grievance@valuepay.in

Monday to Friday, 10:00 AM – 6:00 PM IST

Level 3: Principal Nodal Officer (Final Authority)

Resolution within 7 Business Days

For systemic complaints, persistent wallet reconciliation mismatches, or unresolved partner grievances remaining past Level 2 escalation.

Nodal Officer: Ms. Shalini Mehra (VP Regulatory Affairs) | Email: nodalofficer@valuepay.in

ValuePay Towers, BKC Commercial Complex, Bandra East, Mumbai 400051

3. Information Required When Registering a Grievance

To expedite prompt resolution, please provide the following details in your grievance email:

  • Retailer / CSP Agent ID or Registered Mobile Number
  • ValuePay Transaction Reference Number (TXN ID)
  • BBPS Biller Reference Number / Bank UTR / Operator Reference Number
  • Transaction Date, Time, and Exact Amount (₹)
  • Nature of dispute (e.g., wallet deducted but bill not credited, delayed payout reversal)

4. External Banking Ombudsman

If your grievance is not resolved to your satisfaction within 30 days of registration, or if you are dissatisfied with the resolution provided by the Principal Nodal Officer, you may approach the RBI Integrated Ombudsman Scheme (RB-IOS) via the official portal at https://cms.rbi.org.in.