1. Principles
Every complaint shall be treated with fairness, transparency and empathy. We commit to acknowledging every complaint within 24 hours and providing a final response within 15 working days.
2. How to reach us
- In-app — Help → Raise a Ticket
- E-mail — support@nxtgpay.com
- WhatsApp / Phone — +91 8780224955 (10 AM – 6 PM IST, Mon–Sat)
- Letter — Customer Care, JMP NEXTGENPAY PRIVATE LIMITED, 2nd Floor, 201, Devi Arcade, Ashwini Kumar Road, Modi Maholla, Surat – 395008
3. Escalation matrix
| Level | Officer | Channel | TAT |
|---|---|---|---|
| Level 1 | Customer Care Executive | support@nxtgpay.com | 7 working days |
| Level 2 | Grievance Officer | grievance@nxtgpay.com · +91 8780224955 | 15 working days |
| Level 3 | Principal Nodal Officer | nodal@nxtgpay.com · +91 8780224955 | 30 days |
| Level 4 | RBI Integrated Ombudsman | cms.rbi.org.in · 14448 (toll-free) | As per scheme |
4. Consumer Protection Act, 2019
Nothing in this policy shall limit any right available to a consumer under the Consumer Protection Act, 2019, including the right to approach the appropriate District / State / National Commission.
Grievance Redressal Officer
As required under Rule 5(9) of the IT (Reasonable Security Practices) Rules, 2011 and Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021.
Officer
Mr. Rakesh Patel
Grievance Redressal Officer
Service hours
Monday to Saturday, 10:00 AM – 6:00 PM IST
+91 8780224955
2nd Floor, 201, Devi Arcade, Ashwini Kumar Road, Modi Maholla, Surat, Gujarat – 395008
Acknowledgement within 24 hours · Resolution within 15 working days.