Grievance Redressal
How to raise a complaint, who to contact, and how long it takes
Level 1
Customer Support
Start here for any query or complaint.
- Phone
- 9780777781
- help@asanpay.in
- Hours
- Business days (except public holidays)
Level 2
Grievance Officer
If Level 1 does not resolve it, quote your earlier complaint reference.
- Name
- Ajay Kumar, Director & Grievance Officer
- Hours
- Business days (except public holidays)
Level 3
Nodal Officer
If the Grievance Officer does not resolve it.
- Kind attention
- Ajay Kumar, Director
- Address
- ASANPAY INNOVATION PRIVATE LIMITED, H No. 103, Street No. 10, Main Bazar, Birla Road, Malout, District Sri Muktsar Sahib, Punjab 152107
Timelines
1. Acknowledgement
Within 24 hours of receipt
2. Resolution
Within 15 days of receipt, or any shorter period required by law
3. Escalate
To the next level if not resolved in time or if you disagree with the outcome
A. HOW TO RAISE A COMPLAINT
Raise your complaint through Support in the AsanPay app or web portal, or contact Customer Support by phone or email. Include your registered mobile number, the transaction ID (if any), the date and amount, and a short description of the problem.
Never share your password, MPIN, OTP or full card or bank details with anyone, including AsanPay staff. We will never ask for them.
B. WHO CAN USE THIS PROCESS
Agents (super distributors, distributors and retailers) and customers who transacted at an AsanPay agent outlet can use this process. Customers can also ask the agent to raise the complaint on their behalf.
C. FURTHER ESCALATION
If a complaint about a bank or other RBI-regulated Service Partner is not resolved within 30 days, the customer may approach the RBI Integrated Ombudsman at https://cms.rbi.org.in under that entity’s rules.
Grievances about personal data that are not resolved may be taken to the Data Protection Board of India, as set out in our Privacy Policy.