Important Notice

Notice Publish Date: 3-Feb-26
Notice Archive Date: 4-Mar-26

Dear Customer,

Paytm Payments Bank is committed to providing a seamless and transparent customer service experience. As part of our continuous efforts to enhance customer support and align with regulatory guidelines, we have updated our Grievance Redressal Policy.

Key updates include:

• Reframing of Purpose and Scope to enhance clarity and customer understanding along with Introduction of a Policy Statement anchored in customer fairness, transparency, and accountability
• Revision of definitions of “Complaint” and “Deficiency in Service” to align with Reserve Bank of India (RBI) terminology.
• Inclusion of exclusions for matters driven by Law Enforcement Agencies (LEAs) and services provided by third-party entities.
• Updation of customer touchpoints and escalation channels for improved accessibility and resolution efficiency.
• Strengthening of governance mechanisms, including Monthly Grievance Redressal day, Customer awareness initiatives and a comprehensive grievance redressal framework for insurance-related complaints, in line with IRDAI regulations.
• Updates to official domain links and URLs along with enhanced fraud reporting mechanism.

Customers are encouraged to review the updated policy available at the link below: Paytm Payments Bank Grievance Redressal Policy

For any queries or assistance, please reach out to our customer support channels.

For
Paytm Payments Bank Ltd.