In short
- Send your complaint on WhatsApp, by phone or email, or at our office.
- We acknowledge it within 48 hours and resolve it within 30 days. Most are settled within a few days.
- Some problems, such as toll deductions, deposit refunds and bank blacklists, can only be fixed by SBI or NHAI. We help you raise those at no charge.
- For bank-side problems you can also call SBI FASTag customer care on 1800 11 0018.
- If you are still not satisfied, the National Consumer Helpline (1915) can help.
01How to raise a complaint
The quickest way is WhatsApp. Tap here to start a complaint on WhatsApp. You can also call, email or visit us:
We answer WhatsApp and calls from 9 AM to 9 PM. A message sent outside those hours is answered the next morning. Please include your name, mobile number, vehicle number, what happened and when, and any screenshots, SMS alerts or receipts.
02What happens next
| Step | When |
|---|---|
| We acknowledge your complaint and give you a reference | Within 48 hours |
| We update you if it depends on the bank or NHAI | As soon as we hear, and at least every 7 days |
| We resolve it and tell you what we did | Within 30 days |
03Grievance Officer
If you are not happy with the first answer, ask for your complaint to go to our Grievance Officer, CareAll Digital Services. Use the same contact details and add “Grievance Officer” to your message. The Grievance Officer reviews it and replies within the same 30-day limit.
04Problems only SBI can fix
Some things are held or decided by State Bank of India, which issues your FASTag. These include wrong or double toll deductions, a blacklist the bank has applied, the refund of the security deposit and balance on closure, and a lost or stolen tag. We raise these with SBI for you, or you can contact SBI directly:
- SBI FASTag customer care: 1800 11 0018 (toll-free), helpdesk.fastag@sbi.co.in, portal fastag.sbi.bank.in
If SBI does not reply within 30 days, or you are not satisfied with its reply, you can complain to the RBI Ombudsman at cms.rbi.org.in or on 14448.
05Toll plaza and e-notice problems
- NHAI helpline 1033, open 24 hours, for problems at a toll plaza on a national highway.
- The Rajmargyatra app for highway complaints and the FASTag Annual Pass.
- To view, pay or dispute a toll e-notice, use the official portal nhfeenotice.parivahan.gov.in, within the time allowed on the notice.
06If you are still not satisfied
You can contact the National Consumer Helpline on 1915, on WhatsApp at +91 88000 01915, or at consumerhelpline.gov.in, or file a consumer complaint online on e-Jagriti.
07Fraud and impersonation
We will never ask for your UPI PIN, card PIN, CVV, net-banking password, or an OTP that approves a payment. Anyone who asks is not us. Some SBI and NHAI steps send a verification code to your registered mobile. If we need one while handling your request, we tell you exactly what it is for first, and we ask only from +91 73737 10180.
If someone contacts you in our name from a different number, sends payment details that did not come from +91 73737 10180, or you think you have been cheated, report it straight away on the cybercrime helpline 1930 or at cybercrime.gov.in, and tell us.