Grievance redressal

If something has gone wrong and normal support has not resolved it, this page tells you who to escalate to, what to send, and how long it should take.

It exists because we are required to publish it — the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require an intermediary to name a Grievance Officer and publish their contact details. It also exists because an escalation route that nobody can find is not an escalation route.

Most problems are resolved on the first call, and a grievance adds a step rather than removing one. Before escalating, contact support on +91 91091 35959. Support runs 24 hours, 7 days.

The support page lists the six kinds of problem we see most and what each one usually turns out to be. A surprising proportion of escalations are a wallet balance, an expired agent ID or a password held by IRCTC rather than by us.

Escalate when support has not resolved the matter, when you have not had a response, or when the complaint is about how you were treated rather than about a transaction.

Being straight about this saves you time.

We can act on

• Anything about your account with us — registration, renewal, wallet, settlement
• How a request of yours was handled, and by whom
• Charges we have levied
• Content published on this website
• Someone misrepresenting themselves as SiOnline

We cannot decide

• Railway refund assessments. A TDR is assessed by the railway. No provider can overturn that.
• IRCTC, UTIITSL or bank passwords. Those organisations hold them; we have no access.
• A bank's decision on an AEPS, money transfer or FASTag matter.
• Statutory fees. Government charges are not ours to waive.

Where the decision belongs elsewhere, we will tell you which channel is yours and help you route the request correctly rather than hold it and go quiet.

Write to the Grievance Officer using the contact details below. Email is best, because it creates a record with a timestamp that both of us can refer to.

Include all of this. A complete first message is usually the difference between a resolution and a fortnight of questions:

• Your name and agent ID
• The service concerned — IRCTC, PAN, FASTag, recharge, and so on
• Dates, and a transaction reference, UTR or PNR where money is involved
• What happened, in your own words, in order
• What you have already tried, and who you spoke to
• What outcome you are asking for

Never include a password or an OTP, in a grievance or anywhere else. We will never ask for either. Any message, call or person asking you for one is not us — see the section below.

The 2021 Rules set the standard: an acknowledgement within 24 hours of receipt, and disposal of the complaint within 15 days. We work to those timelines.

Where an outcome depends on IRCTC, UTIITSL, a bank or a certifying authority, we will tell you that within the same period, along with what has been raised on your behalf and with whom. What we will not do is quote you a resolution date that belongs to somebody else's queue.

If the fifteen days pass without a resolution or an explanation, say so — that is itself a legitimate grievance and we would rather hear it than not.

This category is worth its own section, because agents are targeted.

SiOnline publishes one phone number: +91 91091 35959. It handles both calls and WhatsApp. Any other number claiming to be our support is not ours — several older numbers that once appeared on our website are discontinued and should not be trusted if you find them in an old search result.

We will never ask you for a password, an OTP, remote access to your computer, or a payment to a personal account. If any of that happens, end the contact and report it to us on the number above.

Report a fake website, a fake authorisation letter, or anyone selling an "IRCTC agent certificate" in our name. It affects our agents directly and we act on it. You can verify our authorisation yourself on IRCTC's own register — see who is an IRCTC PSP.

You are not out of options, and we would rather point you at them than pretend they do not exist.

• Banking and payment matters — the bank or issuer's own grievance channel, and beyond that the Reserve Bank of India's ombudsman scheme.
• Railway and ticketing matters — IRCTC's own grievance channels.
• PAN matters — UTIITSL's grievance channel.
• Consumer matters — the consumer redressal machinery available to you under Indian law.

Tell us if you intend to escalate. It is not a threat we take badly; it usually means we have not explained something well enough, and that is worth knowing.

Write to the Grievance Officer at the address or email below. Mark the subject line “Grievance” so it is routed correctly, and include your agent ID.