Grievance Policy

Step 1 — In-App: Go to Profile > Help & Support > Raise a Complaint. Provide your session ID, transaction ID, and a clear description of the issue. Step 2 — Email: Email grievance@plugone.in with subject "GRIEVANCE - [Your Registered Mobile Number]". Attach relevant screenshots or evidence. Step 3 — Phone: Call +91 98119 19891 during business hours. Our support team will log the complaint and provide a ticket number. We will acknowledge your complaint within 48 hours and resolve it within 30 calendar days.

Level 1 — Customer Support Team: First point of contact for all complaints. Target resolution: 7 business days. Level 2 — Grievance Officer: Complaints not resolved at Level 1, or where the user is dissatisfied with Level 1 resolution. Target: 15 business days from escalation. Level 3 — Legal & Compliance: For unresolved matters involving legal, financial fraud, or data breach allegations. Target: 30 calendar days. External Escalation: If unresolved within 30 days, users may approach: • National Consumer Helpline: 1800-11-4000 • RBI Banking Ombudsman (for PPI/wallet issues) • District Consumer Forum under Consumer Protection Act, 2019

• Unauthorized transactions or suspected fraud on your wallet • Incorrect charges or billing errors • Failed transactions with deducted balance • Data privacy concerns or data breach notifications • Station quality complaints (forwarded to relevant network partner) • Account access issues (locked account, OTP not received) • Refund delays beyond promised timelines • Discrimination or abusive behavior by PlugOne staff