Customer Support & Grievance Redressal

Grievance Redressal.

Your Concerns Matter to Us.

Raise a complaint with Digiway Payment and find a clear path toward resolution.

Raise a Complaint →Escalation Process
Our Commitment

Every Concern Deserves Attention.

We believe in transparent communication and responsible complaint handling. Our grievance process is designed to help concerns reach the appropriate team for review and resolution.

Share

Raise

Share your concern.

Understand

Review

Understand the issue.

Close

Resolve

Work toward resolution.

Complaint Categories

Tell Us What Went Wrong.

Select the concern that best describes your issue so it can be directed to the appropriate team.

How It Works

A Clear Path to Resolution.

Each complaint follows a documented process so the concern can be reviewed and handled appropriately.

Complaint Submission

You provide the issue details and supporting information.

Review & Assessment

The complaint is examined and relevant details are reviewed.

Response & Resolution

The team communicates the outcome or any further information required.

Before You Submit

Help Us Understand Your Concern.

Providing accurate details helps the team review your complaint more effectively.

Keep references handyKeep your transaction reference or complaint reference handy, if available.
Date & descriptionMention the date and a brief description of the issue.
Supporting documentsAttach relevant supporting documents where appropriate.
Stay safeNever share passwords, OTPs, PINs or complete card details.
Acknowledgement

Keep Your Complaint Reference Safe.

Once the complaint system records a submission, an acknowledgement and reference number can help you follow up on the issue.

Complaint Reference NumberUse the assigned reference for future communication.

Reference numbers are issued by the complaint system after a successful submission.

Complaint Tracking

Stay Informed About Your Grievance.

A complaint tracking facility can help customers check the current status of a submitted concern.

Complaint statusLive viewRef ••••••
Received

Received

Your complaint has been recorded.

Next stepKeep your reference number safe
In review

Under Review

The relevant team is reviewing the details.

Next stepRespond if more information is requested
Resolved

Resolved

The outcome has been communicated.

Next stepEscalate if the concern remains unresolved

Illustrative stages. Tracking is available where supported by the complaint system.

Escalation

Unresolved? Take the Next Step.

If your concern remains unresolved, you can refer to the company's published grievance escalation process.

Level 1

Support Team

Initial complaint review and assistance.

Level 2

Grievance Officer

Escalation according to the company's published policy.

Further

Further Escalation

Applicable external or regulatory channels, where relevant.

Transparent Handling

Clear Communication. Responsible Resolution.

We aim to support a transparent complaint-handling experience through relevant communication and appropriate review.

Clear Updates

Communicate relevant progress where applicable.

Information Review

Assess the details provided.

Resolution Communication

Share the outcome through the appropriate channel.

Privacy & Safety

Your Information Matters.

Complaint details are submitted through authorised channels and handled according to applicable privacy, security and record-management requirements.

Relevant Information

Provide only the details needed to review the issue.

Safe Communication

Never include passwords, OTPs or secret credentials.

Your Concern. Our Attention.

Let’s Work Toward a Resolution.

Every complaint provides an opportunity to understand a concern and improve the service experience.

Raise a Complaint →
Submit Your Grievance

Raise a Complaint

Share the relevant details below so your complaint can be reviewed by the appropriate team.

Other ways to reach us

Please enter your full name.
Please enter a valid email address.
Please enter a valid contact number.
Please select a complaint category.
Please describe your complaint.
Your email app will open with your details — please attach the selected files there before sending.

Never include passwords, OTPs, PINs or complete card details. By submitting, you agree that DIGIWAY PAYMENT may contact you about this complaint.

Grievance Redressal FAQs

Your Questions, Answered.

Answers about raising a complaint, reference numbers, status and escalation.

How can I raise a complaint?

Use the grievance form on this page and provide the relevant details of your concern.

What information should I provide?

Include your contact details, complaint category, a description of the issue and any relevant transaction reference.

Will I receive a complaint reference number?

If the complaint system supports acknowledgement, a reference number can be shared after successful submission.

How can I check my complaint status?

Use the complaint tracking facility if available, or follow the published instructions for contacting the support team.

What if my complaint remains unresolved?

Refer to the company's published escalation procedure and contact the designated grievance officer where applicable.

How long will resolution take?

The applicable timeline depends on the complaint type and the company's published policy. Refer to the official grievance policy for the relevant timeline.

Can I submit supporting documents?

Yes, where the complaint form allows attachments. Submit only relevant documents and avoid sharing passwords, OTPs or confidential credentials.