13 Dec 2025
Our Chief Marketing Officer, Shilpi Kapoor at Martech+ Summit
Our Chief Marketing Officer, Shilpi Kapoor at Martech+ Summit by ET BrandEquity in a Panel discussion - Privacy-First Personalisation: Navigating the Emerging Data Landscape
Introduction
Airtel Payments Bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances The policy document highlights important points viz. complaint, complaint registration process, complaint management system, timeline for resolution, escalation matrix and the stakeholders entrusted with the task of implementing this policy.
Documentation
Airtel Payments Bank’s policy on customer grievances redressal is based on the following principles:-
- Customers are treated fairly at all times.
- A complaint is an expression of dissatisfaction relating to the bank’s product/ services or the complaint handling process where a response or resolution is explicitly or implicitly expected.
Mandatory Display of Information
- Names, complete address and contact details of the officials who can be contacted for redressal of complaints.
- Name and contact details of the Principal Nodal Officer and Banking Ombudsman under whose jurisdiction.
