Contact Us
Customer Grievance Redressal Framework
Last Updated on January 17,2018
The Customer Grievance Redressal Framework defines the operating guidelines for handling customer queries and complaints at Freecharge and Axis Bank.
Customer Service Support:-
Level 1
(a) Call Us
We have a Contact Center set up where a customer can call 080-33037133 (standard calling charges apply) to block their account or report any suspicious activity/transaction, the support is available 365 days in a year from 7 am till 11 pm.
We have a Contact Center set up where a customer can call 080-33037133 (standard calling charges apply) to block their account or report any suspicious activity/transaction, the support is available 365 days in a year from 7 am till 11 pm.
For Customer Complaints where ticket number is generated the period of resolution is 7 Business Days.
(b) Mail Us
Customer can also email their queries, suggestions, feedback or complaints atcare@freecharge.com
Customer can also email their queries, suggestions, feedback or complaints atcare@freecharge.com
Level 2
Grievance Redressal
We aims to resolve all complaints at the first point of contact. In case customer doesn̢۪t get a satisfactory resolution to their query/complaint at Level 1 they can get in touch with the Grievance Officer with ticket number and details of grievance.
(a) Mail Freecharge
Email at grievanceofficer@freecharge.com
Working Hours: 9:30 AM to 6:30 PM (except National Holiday)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Freecharge Payment Technologies Private Limited, DLF Cyber Green, 16th Floor, Tower-C,DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122002, India
Registered Office- 68, Okhla Industrial Estate, Phase-3, New Delhi- 110020, India CIN- U74140DL2015PTC275419
Email at grievanceofficer@freecharge.com
Working Hours: 9:30 AM to 6:30 PM (except National Holiday)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Freecharge Payment Technologies Private Limited, DLF Cyber Green, 16th Floor, Tower-C,DLF Cyber City, DLF Phase-3, Gurugram-Haryana-122002, India
Registered Office- 68, Okhla Industrial Estate, Phase-3, New Delhi- 110020, India CIN- U74140DL2015PTC275419
Level 3
Axis Bank Nodal Officer
In case customer complaint remains unresolved, within 30 days of registering the complaint then customer can approach the Nodal Office of Axis Bank along with the ticket number shared by Freecharge.
(a) Mail Axis Bank
Email at freecharge.nodal@axisbank.com
Working Hours: 9:30 AM to 5:30 PM (Monday-Friday; except bank holidays)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Nodal Officer, Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli , Navi Mumbai-400708.
Email at freecharge.nodal@axisbank.com
Working Hours: 9:30 AM to 5:30 PM (Monday-Friday; except bank holidays)
Turn-around-Time: 10 Business days from the Date of Receipt.
Postal at Nodal Officer, Axis Bank Ltd, NPC1, 5th Floor, "Gigaplex", Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli , Navi Mumbai-400708.
Final Redressal and Closure of Grievance
Final Redressal and Closure of Grievance:
1. Where the complainant has communicated his acceptance of the company̢۪s decision on redressal of grievance communicated by grievance redressal; or
2. Where the complainant has not communicated his acceptance of the company̢۪s decision, within 7 days from the date of communication of decision by Level 1 or Level 2 or Level 3, as the case may be.
No comments:
Post a Comment