24/7 Support Enquiries / Grievances

Grievance Officer

If you have any questions concerning the Platform and the Terms and Conditions, you may contact Ankit Gupta, our Grievance Officer cum Nodal Officer at grievance@thecolorcodecompany.com. Please note that upon lodging a complaint, a ticket number shall be given to you by which you may track the status of your complaint.

Grievance Policy

ColorCode application developed by The ColorCode Company, a incorporated under the Companies Act, 1956 with its registered office at Nizamuddinpura Mau U.P 275101, India.
We at ColorCode value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.
Our endeavour is to provide You with a seamless experience while transacting via ColorCode App and when required, our in-app customer redressal support process, is able to address all Your concerns. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customised redressal, You may refer to the following redressal mechanism in the sequential order.

Grievance redressal

We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.
We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through ColorCode App.
Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.

Service Levels

Service Levels for Recharge, Bill Pay, ColorCode Wallet, ColorCode Gift Cards, UPI (Unified Payments Interface), Stores, Investments, ColorCode Switch and Vouchers.
Level 1
1. Complaints Registration:
• You can register your complaint with ColorCode Customer Support by clicking on the (?) icon on the home page of the ColorCode App.
• We offer customer support service 24 hours a day and 7 days a week.
2. Resolution of Complaints:
• We are committed to providing you with our first response within 24 hours of receiving the complaint.
• We aim to resolve all Your complaints/queries within 3 business days.
• Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
• In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
•Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases. Note: Users are proactively informed of delays if any, in the resolution.Escalation of Complaints to Level 2, if User is not satisfied.
Level 2
1. Complaints Registration: You can access any of the following channels to escalate your complaint.
• Register a complaint on 7307665152
• Call our customer support center on 91-4805-4805
2. Resolution of Complaints :
• We are committed to providing a first response within 24 hours of receiving the complaint.
• We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to you.
1. Resolution of Complaints:–
• We are committed to providing a first response within 24 hours of receiving the complaint.
• We aim to resolve all Level 3 complaints within 7 business days. Any delay in the resolution time shall be proactively communicated to you.
Level 4
If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the digital ombudsman.
Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/
Toll-Free PNo: 14448
Email ID: crpc@rbi.org.in
Address - Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
For more details, please refer to the link RBI OmbudsmanLimitation of Customer Liability
Limitation of Customer Liability
A customer’s liability arising out of an unauthorized payment transaction will be limited to:

Customer Responsibility on Limited Liability.

• Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of ColorCode. ColorCode will never ask for such credentials.
•Customers must update their mobile numbers and email ids regularly with ColorCode to keep the information up to date and receive ongoing alerts.
• Customers must mandatorily register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions.
• Customers need to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
• It is the responsibility of the customer to promptly report any unauthorized transaction on the account to ColorCode, ensuring that there is no delay in reporting.

Raise BBPS dispute

To raise a Bill pay dispute at BBPS click here
i. Complaints raised through this link are resolved by NPCI appointed operating units.
ii. Please note that ColorCode does not look into these complaints and will not be sending any notification when the complaint gets resolved.

Aadhaar eKYC Grievance Redressal

• For Aadhaar eKYC and consent revocation related issues, a merchant can reach out or raise a complaint through the below following ways:

a. Merchants can contact the inbound support team on 91-4805-4805
b. Merchants have an option to write an email to helpdesk@ColorCode.com.
c. Merchants can raise a ticket via In-app support.
• To confirm if the complaint is received from the registered source, registered Email ID or Registered Mobile number is confirmed by the merchant. Based on the type of issues that are raised, the ticket will be assigned to the respective internal teams who will resolve the same within the defined timelines. • For Onboarding related issues the TAT to resolve will be 5 workings and for consent revocation the TAT will be 30 calendar days.

If you have any queries or grievances regarding the Online Medical Consultation or Diagnostic tests obtained by you on the Platform, please contact the relevant helpdesk@thecolorcodecompany.com or grievance officers as given below.