Grievance Mechanism

At CityPay, your satisfaction and trust are our top priorities. Our structured Grievance Mechanism ensures every concern — from transaction issues to fraud reports — is handled transparently, promptly, and fairly. We’re committed to resolving complaints quickly while maintaining full accountability.

Introduction to the Grievance Mechanism

Our Grievance Mechanism is a clear, customer-centric process designed to resolve any issues you face during transactions. It ensures transparency, accountability, and fast resolution — so you always feel heard and supported.

Lodge complaints easily via phone, in-app chat, Viber, WhatsApp, or our website. Every report is reviewed thoroughly and escalated appropriately until resolved.

Who Can File a Grievance?

Any CityPay customer facing issues such as:

  • Loss of mobile phone or PIN
  • Incorrect wallet transfers
  • Debited amount without successful transaction
  • Fraud or scam-related incidents

How to Submit a Grievance?

Contact us through:

  • Customer Help-Desk (phone)
  • In-app chat, Viber, WhatsApp
  • Website grievance form

Grievance Review & Resolution Process

Step 1: Initial Review

Support team reviews your complaint, diagnoses the issue, and resolves it quickly when possible.

Step 2: Escalation

If needed, the case is escalated to IT Operations or relevant functional team (business, accounts, technical).

Step 3: Final Resolution

The assigned team acknowledges and resolves the issue. You’ll receive updates until full closure.

Utsav Wagle – Compliance Head & Grievance Officer at CityPay Nepal

Utsav Wagle

Compliance Head & Grievance Officer

Contact NRB Grievance Portal