GRIEVANCE REDRESSAL MECHANISM
Last Updated: July 2026
Ambigo Payment Solution Private Limited (operating under the platform names "Ambigo
Business" and "Ambigo All in One", collectively referred to as the "Platform") takes
customer grievances seriously and has a robust mechanism in place to address them
efficiently, transparently, and in a time-bound manner.
1. HOW TO FILE A GRIEVANCE
Users or Customers who wish to file a grievance or report an issue regarding any service
(including AePS, DMT, BBPS, recharges, or wallet settlements) can do so through our official
support channels:
- By Helpline Number: Call us directly at +91-8871576710
- By Email: Write to us at support@ambigo.net
Once we receive a grievance, we will acknowledge receipt of the same with a unique
ticket/complaint reference number and immediately begin an internal investigation into the
matter. We will provide regular updates to the user throughout the investigation process and
will ensure that the grievance is resolved within 30 days of receipt.
2. ESCALATION MATRIX
If you are not satisfied with the initial resolution provided by our customer support team,
you can escalate the matter through the following levels:
- Level 1 (Customer Service Management): If the initial resolution is unsatisfactory,
the User can escalate the matter to our Customer Service Manager by emailing
airdexpay@gmail.com.
- Level 2 (Nodal / Corporate Escalation): If the issue still remains unresolved or
requires deeper corporate review, it can be escalated further to
ambigoindia@gmail.com.
- Level 3 (Grievance Redressal Officer): If the grievance is still not resolved to your
satisfaction, it can be escalated to our designated Grievance Redressal Officer (B.
Nayak) at support@ambigo.net. The Grievance Redressal Officer will investigate the
matter further and provide a final resolution within 30 days of receiving the
escalation.
3. CUSTOMER SERVICE EXPECTATIONS
The Company provides customer service through our verified helpline number and emails.
Users can reach out to us for assistance with their grievances or transaction issues at any
time during standard operational hours. We ensure that all our customer service
representatives are thoroughly trained to handle and resolve financial grievances effectively
and professionally.
4. REPORT A FRAUD
In case of any fraudulent, suspicious, or unauthorized transactions (especially relating to
AePS or wallet balance security), the customer or agent must report it immediately to
mitigate harm.
- Direct Fraud Reporting Email: support@ambigo.net
- Emergency Helpline Number: +91-8871576710
5. REQUIRED DOCUMENTATION
To investigate and resolve a grievance thoroughly, users must provide accurate and verifiable
details. When filing a complaint, please ensure you provide:
- Transaction ID / RRN / Unique Reference Number.
- Exact date and time of the transaction.
- The mobile number, account number, or customer ID associated with the transaction.
- Any other relevant details or screenshots of the error message.
The Company will investigate the matter based on the information provided and may
request the user to submit additional documentation if necessary to coordinate with bank
partners or service facilitators.
6. REGULAR REVIEW
We will review this Grievance Redressal Policy regularly to ensure its operational
effectiveness and update it as necessary to reflect changes in our business practices, RBI
guidelines, or other applicable regulations.
