Grievance Officer

In accordance with Rule 5(9) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and RBI's guidelines on grievance redressal for business correspondents and payment system participants, SoniPe publishes the details of its Grievance Officer below for retailers, partners and customers to raise concerns about our Services.

1. Level 1 — Customer support

Most issues — failed transactions, commission queries, KYC or login problems — can be resolved fastest through our support team, available via call, WhatsApp or email:

• Phone: +91 98113 36551
• Landline: 0120 499 8888
• Email: chetan@sonipe.com
• WhatsApp: +91 98113 36551

We acknowledge support requests within 24–48 hours and aim to resolve most issues within 7 working days.

2. Level 2 — Grievance Officer

If your complaint is not resolved by our support team within a reasonable time, or concerns misuse of the platform, data privacy, or conduct of a SoniPe representative, you may escalate it directly to our Grievance Officer:

We acknowledge escalated grievances within 48 hours and aim to provide a resolution or a written explanation within 30 days, in line with RBI's grievance redressal timelines for business correspondents.

3. Level 3 — Banking Ombudsman / RBI

If your grievance relating to a banking or payment transaction remains unresolved, or you are not satisfied with our response after 30 days, you may approach the Banking Ombudsman under the RBI Integrated Ombudsman Scheme, or the bank/partner that issued the underlying account, quoting your SoniPe transaction reference and our written response.

4. Information to include

• Your registered mobile number and retailer/partner ID (if applicable).
• Transaction ID, date and amount, for transaction-related complaints.
• A clear description of the issue and any prior reference/ticket number from Level 1 support.