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Grievance Redressal Policy

Grievance Redressal Policy

GRIEVANCE REDRESSAL POLICY

Last Updated: 7 July 2026

1. Introduction

MTM Payment Services Private Limited (“MTMPay“, “Company“, “we“, “our“, or “us“) is committed to providing fair, transparent, efficient, customer-centric, and accountable services while respecting the rights and interests of our users, merchants, partners, and stakeholders.

We are equally committed to protecting personal data and handling privacy-related concerns in accordance with the Digital Personal Data Protection Act, 2023 (“DPDP Act”), the Digital Personal Data Protection Rules, 2025 (“DPDP Rules”), and other applicable laws of India.

We recognize that users, merchants, partners, and other stakeholders may occasionally have concerns, complaints, disputes, or grievances relating to our products, services, digital platforms, APIs, mobile applications, websites, payment services, business operations, or the processing of personal data.

This Grievance Redressal Policy establishes a structured, transparent, and efficient mechanism for receiving, investigating, resolving, and, where necessary, escalating grievances in a fair and timely manner.

This Policy also explains how users may submit complaints relating to:

  • Products and services offered by MTMPay.
  • Account access and operational issues.
  • Transactions, payments, refunds, or settlement-related concerns.
  • Personal data, privacy, and data protection.
  • Correction or updating of personal information.
  • Requests relating to deletion of personal data where legally permissible.
  • Withdrawal of consent, where applicable.
  • Any other grievance relating to the use of MTMPay’s services.

This Policy should be read together with the following MTMPay policies, which collectively form our privacy, data protection, and governance framework:

Where a grievance relates to the processing of personal data, MTMPay may request reasonable information to verify the identity of the requester before processing the request. This helps protect personal data against unauthorized access, disclosure, or misuse and ensures that requests are handled securely and in accordance with applicable law.

For detailed information regarding how MTMPay collects, uses, processes, stores, shares, protects, retains, and disposes of personal data, as well as the rights available to Data Principals under applicable laws, please refer to our Digital Personal Data Protection (DPDP) Notice available at:

https://mtmpay.in/dpdp/

2. Scope

This Policy applies to grievances relating to:

  • User Accounts

  • Merchant Accounts

  • Mobile Recharge Services

  • DTH Recharge Services

  • BBPS Bill Payment Services

  • Gift Cards and Digital Vouchers

  • Payment Gateway Services

  • Payout Services

  • Collection Services

  • UPI Services

  • Virtual Account Services

  • QR Payment Services

  • Merchant Onboarding

  • Merchant Settlements

  • Merchant Compliance Reviews

  • KYC Verification Services

  • PAN Verification Services

  • Aadhaar Verification Services

  • Background Verification Services

  • API Services

  • SDK Services

  • Mobile Applications

  • Website Services

  • Privacy and Data Protection Concerns

  • Account Deletion Requests

  • Service Quality Issues

  • Technical Issues

  • Any other MTMPay service

3. How to Raise a Grievance

Users, merchants, partners, and stakeholders may submit grievances through the following channels:

Customer Support

Email: support@mtmpay.in

Grievance Officer

Email: info@mtmpay.in

Website

https://mtmpay.in

Postal Communication

MTM Payment Services Private Limited

51/1952, Ekta Campus,
Ashwani Nagar, Sunder Nagar,
Raipur, Chhattisgarh – 492001, India

4. Information Required

To facilitate investigation and resolution, complainants should provide:

  • Full Name

  • Registered Mobile Number

  • Registered Email Address

  • User ID or Merchant ID (if applicable)

  • Transaction Reference Number (if applicable)

  • Date of Incident

  • Detailed Description of Grievance

  • Supporting Documents or Evidence

Failure to provide adequate information may result in delays in processing the grievance.

5. Complaint Categories
A. Account Related Issues

  • Login Problems

  • OTP Issues

  • Account Access Problems

  • Profile Update Requests

  • Account Suspension Queries

  • Authentication Issues

B. Transaction Related Issues

  • Failed Transactions

  • Pending Transactions

  • Incorrect Charges

  • Settlement Delays

  • Refund Requests

  • Disputed Transactions

C. Recharge and Bill Payment Issues

  • Recharge Failures

  • Delayed Recharges

  • Bill Payment Failures

  • Incorrect Biller Information

  • Payment Reconciliation Issues

D. Gift Card and Voucher Issues

  • Delivery Issues

  • Redemption Problems

  • Product Availability Issues

  • Expiry Related Concerns

E. KYC and Verification Issues

  • PAN Verification Issues

  • Aadhaar Verification Issues

  • Merchant Verification Issues

  • Business Verification Issues

  • KYC Rejections

  • Document Verification Queries

F. Merchant Related Issues

  • Merchant Onboarding Issues

  • Settlement Delays

  • Payout Issues

  • Compliance Reviews

  • Account Restrictions

  • Chargeback and Dispute Management

  • Merchant Support Requests

G. Privacy and Data Protection Issues

  • Privacy Complaints

  • Data Correction Requests

  • Account Deletion Requests

  • Information Access Requests

  • Consent Withdrawal Requests

6. Resolution Timelines

MTMPay shall make reasonable efforts to acknowledge and resolve grievances within the following indicative timelines:

Complaint Type Target Resolution Time
General Queries 2-5 Business Days
Account Related Issues 3-7 Business Days
Recharge & Bill Payment Issues 3-10 Business Days
Merchant Support Issues 5-15 Business Days
Transaction Disputes 7-15 Business Days
KYC Related Complaints 5-15 Business Days
Account Deletion Requests 7-15 Business Days
Complex Investigations Up to 30 Business Days

Resolution timelines may vary depending upon:

  • Banking Partner Involvement

  • Regulatory Requirements

  • Third-Party Service Providers

  • Government Authorities

  • Technical Complexity

  • Fraud Investigations

7. Escalation Matrix
Level 1 – Customer Support

Email: support@mtmpay.in

Customers should first contact our support team for assistance.

Level 2 – Grievance Officer

Email: info@mtmpay.in

If the grievance remains unresolved or the customer is dissatisfied with the response, the matter may be escalated to the Grievance Officer.

Level 3 – Compliance and Management Review

For matters involving:

  • Fraud

  • Security

  • Regulatory Compliance

  • Privacy

  • Legal Concerns

  • Merchant Risk Reviews

the matter may be escalated internally to authorized compliance, risk, legal, or management representatives.

8. Regulatory and Third-Party Dependencies

Certain grievances may require investigation or action involving:

  • Banks

  • Payment Aggregators

  • Payment Gateways

  • BBPS Participants

  • NPCI Ecosystem Participants

  • Verification Providers

  • Government Authorities

  • Regulatory Authorities

  • Technology Providers

  • Communication Providers

Resolution timelines may depend upon the response and procedures of such third parties.

MTMPay shall not be responsible for delays arising from the actions or inactions of third-party entities.

9. Fraud, Risk and Security Investigations

MTMPay reserves the right to conduct:

  • Fraud Investigations

  • Risk Reviews

  • Security Reviews

  • Compliance Reviews

  • Regulatory Reviews

before resolving certain complaints.

During such investigations, access to services may be temporarily restricted where necessary to protect users, merchants, partners, or the integrity of the platform.

10. Privacy and Data Protection Complaints

Users may raise grievances relating to:

  • Personal Information

  • Data Access Requests

  • Data Correction Requests

  • Account Deletion Requests

  • Privacy Concerns

  • Consent Management

Such requests shall be handled in accordance with MTMPay’s Privacy Policy and Account Deletion Policy.

11. No Guarantee of Outcome

Submission of a grievance does not guarantee a particular outcome.

MTMPay shall review grievances fairly, independently, and in accordance with:

  • Applicable Laws

  • Regulatory Requirements

  • Internal Policies

  • Available Evidence

  • Compliance Obligations

Decisions may vary depending upon the facts and circumstances of each case.

12. Frivolous, Malicious or Abusive Complaints

MTMPay reserves the right to reject complaints that are:

  • Fraudulent

  • Malicious

  • Repetitive without new evidence

  • Abusive

  • Intended to harass employees, merchants, partners, or service providers

13. Changes to this Policy

MTMPay reserves the right to update or modify this Grievance Redressal Policy at any time.

Updated versions shall be published on this page together with the revised effective date.

14. Contact Information

MTM Payment Services Private Limited

Website: https://mtmpay.in

Customer Support: support@mtmpay.in

Grievance Officer: info@mtmpay.in

General Email: info@mtmpay.in

Privacy Policy:
https://mtmpay.in/privacy-policy/

Terms of Use:
https://mtmpay.in/term-of-use/

Account Deletion Policy:
https://mtmpay.in/account-deletion/

Registered Office:

51/1952, Ekta Campus,
Ashwani Nagar, Sunder Nagar,
Raipur, Chhattisgarh – 492001, India

Phone: 0771-2293000

Customer Support: 022-69646426