We are committed to resolving your complaints promptly and fairly
At LinePe, we are committed to providing the highest level of service to our users. In the event of any complaint or grievance related to our bill payment services, we have established a structured grievance redressal mechanism to ensure timely and fair resolution.
You can register a complaint through any of the following channels:
Important: While registering a complaint, please provide the following details for faster resolution:
1. Your registered mobile number
2. Transaction Reference ID
3. Date and time of the transaction
4. Amount of the transaction
5. Brief description of the issue
If your complaint is not resolved to your satisfaction within the specified turnaround time, you may escalate it as per the following matrix:
| Level | Contact | TAT (Turnaround Time) | Escalation Trigger |
|---|---|---|---|
| Level 1 Customer Support |
Email: hello@neoway.in Phone: +91-7488019567 |
T+1 Business Day | First point of contact for all complaints |
| Level 2 Grievance Officer |
Email: hello@neoway.in (Subject: Grievance Escalation) |
T+3 Business Days | If Level 1 does not resolve within TAT |
| Level 3 Nodal Officer |
Mr. Vivek Harsh Ranjan Email: hello@neoway.in (Subject: Nodal Officer - Escalation) |
T+7 Business Days | If Level 2 does not resolve within TAT |
| Level 4 Regulatory |
Bharat BillPay: bharatbillpay.com RBI Sachet: sachet.rbi.org.in |
As per regulatory norms | If the issue remains unresolved after Level 3 |
In case of a failed transaction where the amount has been debited from your account:
LinePe provides assistance for all bill payment transactions facilitated through the platform. If you experience any issue with a transaction — including payment failures, incorrect bill amounts, or confirmation delays — our support team will work with you and the relevant payment partners to resolve the issue within the stated turnaround times.
Grievance Officer: NEOWAY Technologies Private Limited
Address: WeWork Rajapushpa Summit, Sy. 130P & 115/1P, Nanakramguda Rd, Financial District, Manikonda Jagir, Hyderabad, Telangana - 500032
Email: hello@neoway.in
Phone: +91-7488019567
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM
For additional recourse, users may contact the following regulatory bodies: