Complaint Analysis
Customer can reach Airtel Payments Bank either through Voice and Non-Voice channel and register their complaints, request or queries. It is Bank’s endeavor to resolve the same at the earliest and to the satisfaction of the customer.
Please find the Complaints Summary for the period FY Apr'24-Mar'25
S. No.
Particulars
For the year ended 31.03.2025
For the year ended 31.03.2024
1.
Number of complaints pending at the beginning of the year
14
6
2.
Number of complaints received during the year
3876
1208
3.
Number of complaints disposed during the year
3722
1200
3.1.
Of which, number of complaints rejected by the bank
0
0
4.
Number of complaints pending at the end of the year
168
14
Maintainable complaints received by the bank from OBOs
5.
No. of maintainable complaints received by Bank from OBOs
1317*
1475
5.1.
Of 5, number of complaints resolved in favour of Bank by BOs
416*
594
5.2.
Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs
901*
881
5.3.
Of 5, number of complaints resolved after passing awards by BOs against the Bank
0
0
6.
No. of awards unimplemented within stipulated time (Other than those appealed)
0
0
*Subject to downward revision basis reconciliation with ORBIOs
Top five grounds of complaints received by bank from customers
For the year ended 31st March 2025
Ground Of Complaints
Number Of Complaints Pending at beginning of the year
Number of complaints received during the year
%Increase/Decrease in the number of complaints received over the previous year
Number of complaints Pending at the end of the year
Of 5, number of complaints pending beyond 30 days
1
2
3
4
5
6
Internet/Mobile/Electronic Banking
4
1423
246%
117
0
ATM/Debit Cards
1
1230
462%
13
0
Account opening/difficulty in operation of accounts
0
114
167%
2
0
Pension and facilities for senior citizens/differently abled
0
47
114%
1
0
Non-observance of Fair Practices Code
0
58
346%
3
0
Others
9
974
99%
32
0
For the year ended 31st March 2024
Ground Of Complaints
Number Of Complaints Pending at beginning of the year
Number of complaints received during the year
%Increase/Decrease in the number of complaints received over the previous year
Number of complaints Pending at the end of the year
Of 5, number of complaints pending beyond 30 days
1
2
3
4
5
6
Internet/Mobile/Electronic Banking
3
411
3%
4
0
ATM/Debit Cards
0
219
3029%
1
0
Account opening/difficulty in operation of accounts
0
54
(-46%)
0
0
Pension and facilities for senior citizens/differently abled
0
22
120%
0
0
Non-observance of Fair Practices Code
0
13
(-7%)
0
0
Others
3
489
(-7%)
9
0
Note:- In others we have included “Mis-selling/Para-banking” cases.