Purpose and scope
This policy explains how Kadyan Paygate India receives, records, resolves and escalates complaints from the businesses that use our platform, from the people who hold cards or receive benefits through those businesses, and from anyone who pays a bill through us on Bharat Connect (BBPS). It applies to every product and channel we operate: the console, the mobile app, the API, and support by email.
We have written it to be read by people, not only by auditors. If anything below is unclear, write to us and we will explain it.
Grievance Officer
In line with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and the complaint-handling requirements NPCI Bharat BillPay places on Agent Institutions, we have appointed a Grievance Officer who is accountable for this policy and for every complaint that reaches the second level of escalation.
Complaints received outside these hours are logged automatically and acknowledged on the next working day. Suspected fraud or an unauthorised transaction should be reported immediately through the same email with the word URGENT in the subject line; these are triaged ahead of the queue.
How to raise a complaint
Write to merchant.support@kadyanindustries.com from the email address registered with your account, or use the Help section inside the console or app, which pre-fills your account details. To resolve a complaint quickly we need:
- Your name, the name of your company (if applicable), and your registered mobile number or email.
- What the complaint is about: a card transaction, a bill payment, a reward or points issue, the platform itself, a data or privacy matter, or something else.
- For a transaction: the date, the amount, the last four digits of the card if relevant, and the transaction or BBPS reference number shown in your statement or receipt.
- A description of what happened and what you expected to happen.
- What resolution you are seeking.
Every complaint receives a ticket number in the acknowledgement. Please quote it in follow-up messages so that nothing is lost between conversations.
Levels and timelines
We work to three levels. You do not need to exhaust one to reach the next if you are unhappy with the answer you received.
| Level | Who handles it | Commitment |
|---|---|---|
| Level 1 | Merchant support team | Acknowledgement with a ticket number within 2 working days. Resolution, or a clear written explanation of why more time is needed, within 7 working days. |
| Level 2 | Grievance Officer | If Level 1 has not resolved the matter within 7 working days, or you are not satisfied with the answer, reply to the same ticket asking for escalation, or write directly with the ticket number. The Grievance Officer responds within 10 working days of escalation. |
| Level 3 | External | If a complaint remains unresolved 30 days after it was first raised, or you are not satisfied with the Grievance Officer's decision, the external routes in the next section are open to you. We will tell you in writing which route applies to your complaint and give you the reference numbers you need. |
Complex matters — those involving a partner bank's investigation, a chargeback, a network dispute on BBPS, or a law-enforcement request — can take longer than these targets. When that happens we will tell you why, give you a revised date, and update you at least every 7 working days until closure.
Bill payment complaints on Bharat Connect
Because we are an NPCI Agent Institution, complaints about a bill paid through us are logged by us directly into the Bharat Connect complaint management system, where the biller and the operating units on the network are required to respond within the timelines set out in NPCI Bharat BillPay's procedural guidelines. This gives you a formal record on the network itself, not only with us.
What we need
- The BBPS transaction reference number printed on your receipt (it usually begins with the biller's code).
- The biller name and your consumer or account number with that biller.
- Whether the complaint is transaction-based (payment debited but not credited, wrong amount, duplicate payment, delayed confirmation) or service-based (biller not listed, bill not fetched, incorrect bill details).
What you can expect
- A complaint ID from the Bharat Connect system in addition to our own ticket number.
- Status updates as the biller responds; you can ask us for the current status at any time by quoting either reference.
- Where a payment was debited but not credited to the biller and the failure is confirmed on the network, the amount is reversed to the paying instrument in line with the network's settlement rules. We will confirm the reversal reference to you in writing.
Card and prepaid instrument complaints
Cards on our platform are issued by RBI-licensed partner banks and prepaid payment instrument issuers. We are your first point of contact and we own the conversation with you, but investigation and reversal are carried out by the issuing partner under the Reserve Bank of India's directions on prepaid instruments, on harmonisation of turnaround times for failed transactions, and on customer liability in unauthorised electronic transactions.
- Failed or declined transactions where the balance was debited are raised with the issuing partner on the day we receive them. Partners are required to auto-reverse such amounts within the timelines prescribed by the RBI; where they do not, the RBI's compensation framework applies and we will pursue it on your behalf.
- Unauthorised transactions should be reported to us immediately. Your liability, if any, is determined by the issuing partner under the RBI's customer-liability framework and depends chiefly on how quickly the transaction was reported. Freezing the card from the console or app the moment you notice something wrong is the single most useful step you can take.
- Lost or stolen cards can be frozen instantly by you or by us; a replacement virtual card is available within minutes and a physical replacement is despatched on request.
- Escalation beyond us: every issuing partner maintains its own grievance officer and, as an RBI-regulated entity, is covered by the Reserve Bank — Integrated Ombudsman Scheme, 2021. If a card complaint is not resolved to your satisfaction within 30 days, we will provide the partner's grievance contact and the Ombudsman filing details for that partner in writing.
Platform, programme and data complaints
Complaints about how the platform behaves — a control that did not apply, a report that does not reconcile, points that were not credited under the rules you configured, a feature that is not working — are handled entirely by us under the Level 1 to Level 2 process above.
Complaints about how your personal data has been handled are treated as grievances under the Digital Personal Data Protection Act, 2023. The same Grievance Officer is our designated contact for data principals. Please see our Privacy and Cookies Policy for your rights and how we respond to them.
Where a programme is run by a business on our platform (for example an employer's expense policy or a brand's loyalty tiers), decisions about eligibility, limits and rewards are that business's decisions. We will confirm to you what was configured and when, but we cannot change a rule a client has set. If you are an employee or customer of a client business, we will tell you who to contact there.
Records, review and reporting
- Every complaint is recorded in a register showing the date received, the nature of the complaint, the actions taken, the outcome, the date of closure, and the complainant's confirmation where obtained. Records are retained for at least five years from closure.
- Complaint data is analysed quarterly for root causes. Where a pattern points to a product, control or partner issue, the fix is tracked to completion by the Grievance Officer.
- A summary of complaints received, resolved, pending beyond target, and escalated externally is reviewed by the Director at least quarterly, and is available to our partner institutions and to NPCI Bharat BillPay on request.
- This policy is reviewed at least annually, and sooner if the law, NPCI's guidelines, or our partners' requirements change. The version and effective date are shown at the top of this page.
What we will always do
- Treat every complaint as real until we have evidence otherwise, and never ask you to prove a negative.
- Tell you plainly whether a matter sits with us, with a partner bank, or with a biller on Bharat Connect — and give you the reference numbers for each.
- Never close a ticket without either resolving it or telling you in writing why we could not.
- Keep no charge, fee or condition attached to raising a complaint.
- Not treat you any differently for having complained.