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Customer Grievance Redressal Framework

Last Updated on May 16, 2019
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 1800-572-7133 (toll free) 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 at care@freecharge.com

Level 2

Grievance Redressal

We aims to resolve all complaints at the first point of contact. In case customer doesn’t 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- 2nd Floor, Plot No. 25, Pusa Road, New Delhi-110005 CIN- U74140DL2015PTC275419 
Toll Free number : 1800-572-7133 (toll free). 

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