Fair, Transparent, Reliable Support.
Our grievance resolution flow with defined timelines.
Initial Contact
Bill Payment / Transaction
Queries:
Use the “Help” or “Support” section on the NexConnect website or application.
Use the “Help” or “Support” section on the NexConnect website or application.
General Queries or Complaints:
Email: support@nexconnect.in
Phone: +91 95151 61624
(Available 7 days a week, 7:00 AM – 7:00 PM)
Email: support@nexconnect.in
Phone: +91 95151 61624
(Available 7 days a week, 7:00 AM – 7:00 PM)
Report Unauthorized Activity / Block Account:
Call our support helpline immediately to report unauthorized transactions or
request account suspension.
Raise a Ticket Online:
Submit your complaint through our support portal: www.nexconnect.in/support
Grievance Officer
If you are not satisfied with the resolution at Level 1, you may escalate your
concern to our Grievance Officer:
Email: grievance@nexconnect.in
Contact Number: +91-8885554183
Availability: Monday to Saturday(10:00 AM – 7:00 PM)
Please include all previous communication details when escalating.
Email: grievance@nexconnect.in
Contact Number: +91-8885554183
Availability: Monday to Saturday(10:00 AM – 7:00 PM)
Please include all previous communication details when escalating.
Nodal Officer
If your issue remains unresolved, you may further escalate it to our Nodal
Officer:
Name: Minkee Debnath
Contact No: +91 95151 61627
Email: nodalofficer@nexconnect.in
Availability: Monday to Friday (10:00 AM To 7:00 PM )
Address: Unit No 405-411,4th Floor, WorkFlo Hitex Bizzness Square, Madhapur, Hyderabad- 500081, Telangana, India
Name: Minkee Debnath
Contact No: +91 95151 61627
Email: nodalofficer@nexconnect.in
Availability: Monday to Friday (10:00 AM To 7:00 PM )
Address: Unit No 405-411,4th Floor, WorkFlo Hitex Bizzness Square, Madhapur, Hyderabad- 500081, Telangana, India
TAT Commitment
Turnaround Time (TAT), We strive to resolve customer concerns in a timely manner:
First response to query/complaint
Time Line: Within 24 hours
Time Line: Within 24 hours
Follow-up queries
Time Line: Within 48 hours
Time Line: Within 48 hours
Resolution of escalated cases (Grievance Officer)
Time Line: 7 working days
Time Line: 7 working days
Resolution of customer grievances (Nodal Officer)
Time Line: 15 working days
Time Line: 15 working days
Final closure of grievance
Time Line: Within 30 days
Time Line: Within 30 days
Liability Guidelines
In line with RBI guidelines, customer liability in case of unauthorized transactions will be limited as follows:
Zero Liability:
If the unauthorized transaction occurs due to fraud/negligence on NexConnect’s
part OR if the customer reports it within 3 days of receiving transaction
communication.
Limited Liability:
If reported within 4–7 days, the liability will be the lower of the transaction
amount or ₹10,000 per transaction.
Full Liability:
If reported after 7 days, the customer will bear the loss.
Once reported, customers will have Zero Liability for any further transactions.
Regulatory Compliance
NexConnect operates in strict compliance with RBI guidelines, including but not limited to:
Harmonization of TAT & Customer Compensation for Failed Transactions – RBI
Circular dated Sept 20, 2019
Online Dispute Resolution (ODR) for Digital Payments – RBI Circular dated Aug 6,
2020
We are committed to maintaining a system-driven and rule-based mechanism for resolving disputes with minimal manual intervention.
Customer Safety
We urge customers to:
Never share login credentials, OTPs, or
sensitive information with anyone.
Beware of phishing calls, emails, or fake
offers.
Immediately report any suspicious
activity on your NexConnect account.
Conclusion
At NexConnect, we aim to provide safe, reliable, and transparent bill payment
services. Our grievance redressal policy ensures that every customer concern is
addressed promptly, fairly, and in compliance with regulatory standards.
