Grievance Redressal
A published escalation path with named levels and turnaround times — so a complaint always has somewhere to go next.
PREBAIRD PRIVATE LIMITED maintains a structured grievance redressal mechanism for customers, agents and partner institutions, aligned to the dispute management framework published for the Bharat Connect network.
Before you raise a complaint
Please keep the following ready. Without these, a transaction complaint cannot be traced.
- Bharat Connect transaction reference number
- Date and time of the transaction
- Amount paid and payment mode
- Biller name and consumer / account number
- Name and location of the agent or channel used
Escalation matrix
Channel or agent counter
Raise the issue where the payment was made. The agent or Agent Institution can check the transaction status immediately and resolve most cases at this level.
Turnaround: same day, wherever the status is already resolved on the network.
Customer support desk
If unresolved at L1, write to business@prebaird.com or call +91 81166 13429 during Mon – Sat, 10:00 AM – 7:00 PM IST. You will receive a complaint reference number.
Turnaround: acknowledgement within 1 working day; resolution targeted within 5 working days.
Nodal Officer
If you are not satisfied with the L2 response, or have not received one within the stated time, escalate to our Nodal Officer at business@prebaird.com. Quote your existing complaint reference number.
Turnaround: resolution targeted within 10 working days of escalation.
Network dispute desk
Complaints that remain unresolved may be raised through the Bharat Connect complaint facility using the transaction reference number, and are then handled under the network's dispute management rules by the participants involved.
Turnaround: as prescribed by the network's dispute management framework.
Regulatory escalation
If a grievance relating to a payment system transaction is not resolved within the timelines applicable under the Reserve Bank of India's grievance framework, you may approach the relevant ombudsman scheme for digital transactions. Details are published on the RBI website.
Nodal Officer
PREBAIRD PRIVATE LIMITED
LR Plot No. 314, 2nd Floor, Kalabari
Near Gas Godown, Sani Mandir
Siliguri, Darjeeling
West Bengal – 734003, India
Email: business@prebaird.com
Phone: +91 81166 13429
Hours: Mon – Sat, 10:00 AM – 7:00 PM IST
Contact points and turnaround times stated here are indicative service commitments and are subject to the operating guidelines published by NPCI Bharat BillPay Ltd. and to applicable regulatory requirements, which prevail in case of any inconsistency.
Policy Documents
Need clarification?
Write to us if any clause here affects a decision you are about to make. We would rather explain it now.
business@prebaird.com