Grievance Redressal Policy
Last Updated: 15-July-2025
This policy outlines the procedure for addressing grievances related to the Nagar Nigam Aligarh Payment Portal services.
Our Commitment
Nagar Nigam Aligarh is committed to resolving user grievances in a fair, transparent and time-bound manner.
1. What Constitutes a Grievance?
You may file a grievance for:
- Unauthorized transactions
- Payment discrepancies
- Technical errors affecting services
- Delayed or missing receipts
- Improper tax calculations
- Privacy concerns
2. Grievance Submission Process
-
File Your Grievance
Submit through:- Portal's grievance form
- Email to grievance@nna.marmelos.co.in
- In-person at Nagar Nigam office
-
Provide Details
Include:- Transaction ID (if applicable)
- Clear description of issue
- Screenshots/evidence
- Contact information
-
Receive Acknowledgement
You'll get a ticket number within 24 working hours -
Resolution Process
Your grievance will be investigated -
Final Response
Resolution communicated via your preferred channel
3. Resolution Timeline
Acknowledgement
Within 24 working hours of submission
Simple Grievances
Resolution within 7 working days
Complex Issues
Resolution within 15 working days
Legal/Technical Matters
Maximum 30 working days with status updates
4. Escalation Matrix
| Level | Authority | Contact | Timeframe |
|---|---|---|---|
| 1 | IT Officer | nnaligarhinfo@gmail.com | 24 hrs |
| 2 | Nodal Officer | nnaligarhht@gmail.com | 7 days |
| 3 | Commissioner | commissionernna@gmail.com | 15 days |
5. Required Information
For effective resolution, include:
- Full name and contact details
- Property/Khata number (PTIN)
- Transaction details (date, amount, reference number)
- Clear description of the issue
- Any supporting documents
Tips for Effective Resolution
- Keep all payment receipts handy
- Note down your grievance ticket number
- Respond promptly to verification requests
- Escalate only after Level 1 response
6. Contact Information
Technical Support
support@marmelos.co.in
+91 79832 02310
Grievance Officer
Shiv (IT Officer)
nnaligarhinfo@gmail.com
+91 79832 02310
Office Address
Nagar Nigam Aligarh
Sewa Bhawan, DM Residence Colony Road, near Ghantaghar,
Church Compound, Civil Lines, Aligarh, Uttar Pradesh 202001
Office Hours: 9AM-5PM (Mon-Fri)