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'25-Mar'26
S. No.
Particulars
For the year ended 31.03.2026
For the year ended 31.03.2025
1.
Number of complaints pending at the beginning of the year
1370
14
2.
Number of complaints received during the year
194338
102658
3.
Number of complaints disposed during the year
191950
101302
3.1.
Of which, number of complaints rejected by the bank
1586
332
4.
Number of complaints pending at the end of the year
3758
1370
Maintainable complaints received by the bank from OBOs
5.
No. of maintainable complaints received by Bank from OBOs
1473*
1302
5.1.
Of 5, number of complaints resolved in favour of Bank by BOs
548*
369
5.2.
Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs
925*
933
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, which is not yet closed.
Top five grounds of complaints received by bank from customers
For the year ended 31st March 2026
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
Account opening/difficulty in operation of accounts
344
79,119
115%
983
67
Others
672
75,140
96%
1,160
79
Internet/Mobile/Electronic Banking
283
34,287
63%
1,297
11
ATM/Debit Cards
50
4,175
42%
210
0
Misselling/Para-banking
18
1,414
-60%
74
2
Non-observance of Fair Practices Code
3
203
227%
34
0
**The Bank had revised the complaint reporting for FY 2024–25 and FY 2025–26 retrospectively basis the expectations of RBI as well as a show cause notice received in this regard. Hence, the substantive variance is noticed between the FYs.
Note: In others we have included below complaints categories:
- Pension and facilities for senior citizens/differently abled (16)
- Loans and advances (3)
- Staff behavior (2)
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
Others
9
38,347
7434%
672
183
Account opening/difficulty in operation of accounts
0
36,800
68048%
344
42
Internet/Mobile/Electronic Banking
4
20,986
5006%
283
4
Misselling/Para-banking
0
3,526
176200%
18
0
ATM/Debit Cards
0
2,937
1241%
50
0
Non-observance of Fair Practices Code
0
62
377%
3
0
**The Bank had revised the complaint reporting for FY 2024–25 and FY 2025–26 retrospectively basis the expectations of RBI as well as a show cause notice received in this regard. Hence, the substantive variance is noticed between the FYs.
Note: In others we have included below complaint category:
- Loans and advances (2)