Here's how we've empowered FASTag users to resolve issues quickly with an efficient grievance handling mechanism -:- www.deekpay.com

We are pleased to announce that in 2020, we processed refunds for 260,000 FASTag users who had suffered injustice due to erroneous toll booth charges. We have put in place a fast-track grievance handling mechanism that recognises erroneous deductions and immediately files a claim to reverse the additional charges. This further reinforces our position as the most customer-centric bank and a leader in helping FASTag users resolve problems encountered at toll booths. While FASTag ensures automatic payment of tolls, there are times when problems with toll booth systems and processes result in deductions in excess of the amount of tolls due. In order to resolve all such customer complaints quickly, we have developed a meticulous dispute management process that thoroughly reviews all customer complaints, related toll transactions, and issues raised by toll booths. To ensure that users were not troubled, we relentlessly tracked all such disputes through multiple stages, winning the case of 82% on behalf of FASTag users.

Satish Gupta, Managing Director and CEO, Paytm Payments Bank Limited, said, "We have always been committed to providing a smooth and hassle-free travelling experience to our users. In this pursuit, we do everything possible to support our users, including quickly resolving any issues they encounter at toll booths. We continually endeavour to ensure that our customers are always charged the correct toll, and our teams are vigilant at every step of the way to prevent unreasonable charges. Our innovations in technology and deep customer trust have helped us become the leading FASTag issuer in the country. We aim to expand our services to all corners of the country and contribute to building a fully digital journey on the motorways."

We are proud to be the largest toll booth acquiring bank and FASTag issuing bank under the National Electronic Toll Collection (NETC) programme. We have taken an industry-leading initiative to ensure that PPBL FASTag can be purchased by the user within minutes by simply providing the vehicle registration number and registration certificate. In addition, our customers are not required to maintain any separate FASTag account and login credentials. The tolls are automatically deducted from the user's Paytm wallet and wallet recharges are easy. Customers can also monitor FASTag and its related transactions tied to multiple vehicles on the Paytm app.