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Complaint Against Biller

If you are a customer who has paid a bill of a specific utility at an authorized agent of the Bharat BillPay System and you wish to raise a complaint/dispute against the Biller, then you must follow these steps:

1. Approach the Agent where you made the payment for the bill and lodge a complaint with him.
2. You will need to carry and provide the following information:
   1. Mobile Number - Please give your mobile number, which must be verified to ensure that you get a timely response.
   2. Complaint Type - Please mention the type of your Complaint, whether it pertains to the Transaction or to the Service rendered.
   3. Participant Type - In the case of Service related complaints against a Biller, you will need to mention the name of the Biller.
   4. Participant ID - For biller related complaint, the Biller ID is a mandatory requirement. You will find the Biller ID mentioned in the receipt you received from the agent at the time of making your payment.
   5. Query - Please give a detailed description of the issue in the complaint.
3. For your reference, some of the possible issues are listed below:
   1. Transaction Successful, but account not updated.
   2. Amount deducted, biller account credited but Transaction ID not received.
   3. Amount deducted, biller account not credited and Transaction ID not received.
   4. Amount deducted twice or multiple times.
   5. Double payment updated.
   6. Erroneously paid into wrong account.
   7. For other issues, provide details in the description.
4. Please retain the ticket number that will be given to you by the agent against your complaint and mention it in your future correspondence on this matter.

Complaint Against Agents

If you are a customer who wants to pay a bill or have already made a payment at an authorized agent of the Bharat BillPay System, and you wish to raise a complaint/dispute against the Agent, then you must follow these steps:

1. Submit a complaint to customercare@billavenue.com with the subject line "Agent Complaint".
2. You will need to provide the following information:
   1. Mobile Number - Please give your mobile number, which must be verified to ensure that you get a timely response.
   2. Complaint Type - Please mention the type of your Complaint, whether it pertains to a Transaction done or to the Service rendered.
   3. Transaction ID - It is a unique ID linked to the bill payment transaction you have made which will be found on the receipt given to you by the agent. In case you do not have a transaction ID for any reason (for example: no receipt has been given by the agent or transaction has been refused by the agent, etc.) please give as much details as you can about the issue in your description.
   4. Participant Type - For both Transaction and Service related complaints against an Agent, you will need to mention the name of the Agent.
   5. Participant ID - For Agent related complaints, the Agent ID is a mandatory requirement. You will find the Agent ID displayed at the physical outlet of the Agent where you have chosen to go to make your payment.
   6. Query - Please give a detailed description of the issue in the complaint.
3. For your reference, some of the possible service related issues are listed below:
   1. Agent not willing to print receipt.
   2. Agent misbehaved.
   3. Agent outlet closed.
   4. Agent denying registration of complaint.
   5. Agent not accepting certain bills.
   6. Agent overcharging account.
   7. For any other issues, provide details in description.
4. Please retain the ticket number that we will give you against your complaint and mention it in your future correspondence on this matter.