Customer Grievance Redressal
Last updated: July 22, 2026
1. Objective
Easipay is committed to providing reliable financial services and ensuring fair, transparent, and timely resolution of customer grievances. This policy outlines how customers, merchants, distributors, and partners can raise complaints and the process we follow to address them.
2. Scope
This grievance redressal mechanism covers issues related to:
- Failed, delayed, or disputed transactions (DMT, AEPS, recharge, bill pay, etc.).
- Wallet credits, debits, settlements, and commission disputes.
- Account access, KYC verification, and service availability.
- Unauthorized or suspicious account activity.
- Service quality, support response, or platform-related concerns.
3. How to Lodge a Grievance
You may register a complaint through any of the following channels:
- Email: info@easipay.in
- Phone: 924922222
- Through your Easipay dashboard: Contact your assigned support or relationship manager.
Please include the following details to help us resolve your complaint faster:
- Registered name, mobile number, and account ID.
- Transaction ID / reference number (if applicable).
- Date and amount of transaction.
- Description of the issue and supporting documents or screenshots.
4. Grievance Redressal Officer
In accordance with regulatory requirements, Easipay has designated a Grievance Redressal Officer to handle escalated customer complaints.
Grievance Redressal Officer
Easipay
KGP - 16846Z, MK COMPLEX KIZHISSERI
Kuzhimanna, Malappuram, Kerala, India - 673641
Email: info@easipay.in
Phone: 924922222
Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)
5. Resolution Timelines
We aim to acknowledge and resolve grievances within the following timelines:
| Stage | Action | Timeline |
|---|---|---|
| Acknowledgement | Complaint receipt confirmation with reference number | Within 2 working days |
| Level 1 – Customer Support | Initial investigation and resolution | Within 7 working days |
| Level 2 – Grievance Officer | Escalated review if unresolved at Level 1 | Within 15 working days from escalation |
| Level 3 – Management | Final internal review for complex cases | Within 30 working days from complaint date |
Complex cases involving banking partners or regulatory review may require additional time. You will be informed of any such delay with the expected resolution date.
6. Escalation Matrix
Level 1 – Customer Support
Contact info@easipay.in or call 924922222 with your complaint details. Our support team will investigate and attempt resolution.
Level 2 – Grievance Redressal Officer
If your complaint is not resolved satisfactorily within 7 working days, escalate it to info@easipay.in with your original complaint reference number.
Level 3 – Management Escalation
If the grievance remains unresolved after Level 2, you may write to info@easipay.in for management review.
7. External Redressal
If you are not satisfied with the resolution provided by Easipay, you may approach the relevant regulatory or ombudsman authority applicable to the nature of your complaint, including banking ombudsman schemes where applicable under Indian regulations.
8. Record Keeping
Easipay maintains records of all grievances received, actions taken, and resolutions provided. Complaint history may be reviewed for service improvement and regulatory compliance.
9. Policy Updates
This grievance redressal policy may be updated periodically. The latest version will always be available on this page with the updated date shown above.