Grievance Redressal & Customer Complaints Policy

At Malwa Digital App, customer satisfaction is our top priority. As part of our commitment under the Bharat Connect framework, we ensure prompt handling and resolution of customer grievances and transaction complaints.

1. Scope of Grievance Redressal

This policy covers all bill payment transactions processed through Bharat Connect on Malwa Digital App, including:

• Transaction failed but wallet/account debited
• Bill payment status pending or delayed confirmation
• Double deduction for single bill payment
• Biller update delays or incorrect bill amounts

2. How to File a Grievance

Customers can register a complaint through any of the following channels:

• In-App Portal: Navigate to Complaints in the portal dashboard and click "Raise Complaint". Select the affected transaction ID.
• Email Support: Send an email with your Transaction ID to malwadigitalapp@gmail.com.
• WhatsApp / Helpline: Contact customer care at +91 8269146408.

3. Resolution Timeline & Escalation Matrix

Bharat Connect transaction complaints are routed directly through the Bharat Connect central complaint system. Standard resolution time is 24 to 48 working hours. In case of biller-side delays, maximum resolution window is 7 working days.

4. Grievance Officer Contact

If your complaint is unresolved within the expected timeline, you may escalate to our Grievance Officer:

Grievance Officer: Support Desk Team
Email: malwadigitalapp@gmail.com
Address: Maruti Nandan Enterprises, Madhya Pradesh, India.

Compliance Disclaimer

Malwa Digital App provides bill payment services through Bharat Connect authorized Operating Units (COU/BOU). Malwa Digital App is a technology platform and does not claim to be directly operated, authorised, or certified by NPCI.