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Fequently Asked Questions
 
About Indus BillPay
What is the Indus BillPay Service?
Who is providing this service?
How does the Indus BillPay Service help?
Which billing companies can I make payments to?
Where is the Indus BillPay service being offered?
What payment options are available?
Registering For Indus BillPay
How do I start using the Indus BillPay Service?
Do I need to open a new bank account?
Is there any minimum balance requirement?
Which customers can use the Indus BillPay service?
How and when is my bank account debited?
How much does this service cost?
Can I pay someone else's bill?
Customer Support
What happens if I have a dispute with the biller or a specific charge on a bill?
What if I need help using the Indus BillPay Service?
Are all transactions done through Indus BillPay safe?
Do I access Indus BillPay through a certified site?
How do I prove I made a payment using Indus BillPay Service?
Using Indus BillPay
How many days before the due date should I pay my bill?
How do I change or cancel my payment instruction?
What is the AutoPay facility?
Can I change an AutoPay instruction?
What is the Online Pay facility?
What confirmation do I get when I issue a payment instruction?
Are there reasons due to which my payment instructions might not be executed?
   

  1. What is the Indus BillPay Service?
 

Indus BillPay is a great new service that provides you with a single point of contact for most of your recurring payment needs. Using this service, you can pay your bills and make other payments online in a secure and convenient manner. You will electronically receive your bills, including your telephone bills, electricity bills, cell-phone bills, credit card bills, insurance premiums and others. You can review your bills, choose when you want to pay them, how much to pay and also select the bank account (s) you wish to make the payment from. You will of course continue to get the physical bills from your billers - just like you did before. What you get with the Indus BillPay service is complete flexibility and control in making payments, regular email reminders so that your bills are paid on time, a facility to store all the payments you made during the year and importantly efficient organisation and management of your bill payment activity.
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2. Who is providing this service?
 
 
The Indus BillPay service is being brought to you by IndusInd Bank in association with BillDesk, an electronic payment and collection service bureau. This service is part of IndusInd Bank's various initiatives to leverage technology for offering convenient services to its account holders. Using the Indus BillPay service, you can view and pay your various bills from the comfort of your home - and you can experience complete freedom from queues and late-payments.
Easy accessibility -- all you need is a device (computer, kiosk) connected to the Internet and you can receive all your bills, review them and make your payments.
Easy to use -- a few clicks and you can make all your payments.
Complete control -- you can decide when to pay, how much to pay and also set up when you would like to be reminded or informed of all your payments.
Secure -- you perform all you operations in a secure environment.

It is extremely easy to start using this service. You could walk into any branch of the Bank and complete a simple Indus BillPay Registration Form (Download Form) to get started. That's it! While you will continue to receive your physical bills at your residence/address; the same can be paid conveniently without having to stand in queues, writing cheques or sending couriers!
 
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3. How does the Indus BillPay Service help?

This service is available to you round-the-clock - 24 hours a day, 7 days a week and 365 days a year. The Indus BillPay Service essentially simplifies for you the complications and hassles of bill payment. By providing you the facility of reviewing your bills online and making the payments using your existing bank account, Indus BillPay provides you the power to organise and pay all your bills online and gives you tremendous control over bill management and payment records.

With timely e-mail notifications alerting you to due dates and on payment completion, a range of friendly features and dedicated customer support to help you through the process, the Indus BillPay Service ensures that you have the safest, the most secure and convenient online experience that you will get anywhere.

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4. Which billing companies can I make payments to?
You can make most of your recurring payments through Indus BillPay Service including telephone bills, electricity bills, cell-phone bills, Tax Payments, credit card bills, depository account charges, insurance premiums and others. See Biller List to view current list of billing companies to whom you can make payments.
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5. Where is the Indus BillPay service being offered?
The Indus BillPay service is currently available for customers in Mumbai, Delhi, Kolkata, Chennai, Bangalore, Ahemdabad, Hyderabad, Pune, Chandigarh, Bhopal, Lucknow, Surat, Indore, Trivandrum and Ludhiana.
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6. What payment options are available?
There is no cheque or cash involved in this system.
A Customer has to register once for the Indus BillPay service by completing the Application Form. To complete the Application Form the customer should keep his bills and cheque-book handy, as a few details are required to complete the Indus BillPay Application Form (IBAF).
The customer can make payments directly from his/ her bank account in one of the following ways:

AutoPay - The customer can give a Standing Instruction for payment of bills from his / her bank account. Every month, the Bank will get an electronic copy of the customer's bill and the bill amount will be debited from his/her account and paid to the biller. The customer will continue to receive the bills at home by post as usual. The customer can also give an Upper Limit and the Bank will pay only bills below this limit. For bills above this limit, the customer will have to pay directly at the biller's collection counters. The customer can issue a stop payment in writing at least 5 days before the due date.
Auto Pay with an “Upper Limit” - A customer, while registering for this facility can also specify an upper limit, up to which the utility Bill can be paid automatically by debiting the account. Whenever the customer receives a Bill from the Billing Company for an amount exceeding the upper limit, then the Bank will NOT pay the Bill. In such cases, the account holder needs to pay the Bill on his own, directly to the Billing Company.

However, if the customer wants the Bank to pay a bill exceeding the Upper Limit, then the customer should call the Indus BillPay customer service desk at least 5 days before due date and authorize payment of the bill. Different upper limits can be given in respect of Bills for various types of services.
OnlinePay - If a customer has access to the Internet, then he / she can visit www.indusind.com, see the bills and issue payment instructions from any of their bank accounts. Their bank account will be debited and the money will be paid to the biller. Customer can also register online through www.indusind.com for the service, add new billers that he/ she might want to pay and receive email reminders, confirmations, etc for the transactions.
SMSPay - Customers can also use the SMSPay option for payment of their mobile bills. This facility is available for payment of mobile bills only of Orange, Loop and AirTel. The Customer receives a new bill alert via an SMS specifying the bill amount and the due date. The customer can pay his bill by sending a return SMS. The customer can also make partial/ interim payment by specifying the amount to be paid. The customer receives a payment confirmation via an SMS.
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Registering For Indus BillPay

1. How do I start using the Indus BillPay Service?
You can start and use the Indus BillPay Service by completing a simple registration process that can be done either ONLINE (as described in the steps below) or OFFLINE (by filling out a Indus BillPay Form) available at the IndusInd Bank branches. Keep your
chequebook with you to complete the registration.

ONLINE REGISTRATION

Click on the Register link and complete the following steps:

In Step 1, you need to provide us with your personal profile and contact information, and selecting a unique user name and password.

In Step 2, you need to furnish details of your bank account - MICR code of the IndusInd Bank branch, your name as it appears in your bank account, and the type of account.

We will thereafter send you a pre-filled enrollment form and a bank authorisation form along with a Welcome Kit, which will detail the entire Indus BillPay Service.

In Step 3, you need to complete the following:

Sign the Registration form sent to you.
Sign the Payment authorisation form(s) sent to you.
Please attach the photocopy of a cheque or a blank cancelled cheque issued by the bank for verifying the accuracy of the code number.

You can then submit the above documents either by mailing them, using the pre-paid business reply envelope, contained in the Welcome Kit or by dropping them at the collection centres at specified locations.

You are now all set to experience hassle-free payments and bill management. Select the billers/payees you wish to pay and you can start off!

OFFLINE REGISTRATION

In Step 1, you need to complete the Indus BillPay Form (Download now) available at any of the IndusInd branches. Please furnish details of your personal profile and contact information; along with the details of your bank account - MICR code of the IndusInd Bank branch, your name as it appears in your bank account, and the type of account. You also need to provide the details of the billers/payees that you wish to make payments to.

In Step 2, you need to sign completed Indus BillPay form and submit the above documents at the IndusInd Bank branches or mail it directly at the address specified in the form.

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2. Do I need to open a new bank account?
No, you do not have to open a new account with IndusInd Bank to avail this service. This service works with any of your existing bank accounts with IndusInd Bank in the city, which has an MICR code (a 9 digit number that you can see at the bottom of the cheque printed by your bank). All you need, to do is to furnish your bank account details in the Registration Form.
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3. Is there any minimum balance requirement?
No, there is no minimum balance requirement for using this service.
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4. Which customers can use the Indus BillPay service?
All customers of the Bank can use the service - Savings, Current and O/D account holders.
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5. How and when is my bank account debited?
Your payment instruction will be sent for processing after the "pay on date" specified by you. Your bank account will normally get debited within 2 to 3 days from the "pay on date". While your instruction is being processed, the status of this instruction will appear as "Delivered" in your "Scheduled Bills" folder. Once your account is debited and the payment made to your biller/payee, the status of the payment instruction will appear as "Paid". If your account does not have the requisite funds or the payment instruction is returned undebited for any other reason, the status of the payment instruction will appear as "Failed".

In the context of the above, we request you to maintain funds in your bank account after your specified "pay on date".

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6. How much does this service cost?
The Indus BillPay Service is available to you free.
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7. Can I pay someone else's bill?
Yes, you can pay someone else's bill. To be able to do so, you will have to add the biller to your list. However, please note that two different people cannot pay the bill of the same MTNL phone number.
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CUSTOMER SUPPORT
1. What happens if I have a dispute with the biller or a specific charge on a bill?
If you have an issue with a biller or a specific charge on a bill, you will need to contact your biller directly, just as you do today. We will assist you in this process by providing you with payment and bill details from our archives.
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2. What if I need help using the Indus BillPay Service?
Indus BillPay offers help in a variety of ways. Throughout the Customer Support Center, we provide helpful tips to eliminate possible sources of confusion. Contact Support by sending an e-mail to indusbillpay@billdesk.com. Or call us at:

Mumbai - 5692 0001
Delhi – 2628 7125
Chennai – 5210 5566
Kolkata – 2242 8216
Bangalore – 2558 5557
Hyderabad – 5533 5135
Ahmedabad – 2657 9791
Pune – 400 2075
Lucknow – 223 7432
Surat – 234 8877
Bhopal – 525 0000
Chandigarh – 507 8837
Indore – 500 9500
Trivandrum – 246 6866
to speak to a Customer Support Representative. With regard to your payments, please note that in case your question pertains to a specific charge on your bill, it would be prudent for you to contact your biller directly. We simply present to you the information give by your biller/payee and are not authorized to verify charges on a bill. Needless to say, we will assist you in resolving your biller queries by providing you with any information you seek regarding the payment of a particular bill.
We will be delighted to assist.
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3. Are all transactions done through Indus BillPay safe?
The security and confidentiality of your personal and financial information is of paramount importance to us. You are provided with best-in-class security standards when it comes to using the Indus BillPay service so that your transactions done are safe.
Keeping in mind some of the common security considerations, we list below some of the key control measures that are taken:

Allow only authorized access to the web site
To access your account information, you require a LoginID and a complex password that is part of a state-of-the-art security system. Only you can access your account information. Access to your account is secured using Secure Sockets Layer (SSL) encryption. This ensures that your account numbers and personal data are never sent over the Internet unencrypted.

Protect data during transmission
All online information exchange between you and Indus BillPay through the Internet is encrypted. Unlike normal Internet communication, information provided to us is sent in a "secure session" established with SSL technology. SSL is a security protocol that provides data encryption, server authentication, and message integrity for a connection to the Internet. Using SSL ensures that the information you exchange with us is never transmitted over the Internet unencrypted and cannot be viewed by unauthorized individuals. We use SSL to protect customers from unauthorized tampering or viewing of their account and billing information. This encryption is done using 128-bit RC4 encryption, the maximum level of encryption possible on the Internet comparable to security levels used by financial institutions.

Protect data during storage

Your data resides in a database that is protected by a physical firewall. This firewall is configured to receive and process requests only from authorized personnel. It can also detect any unauthorized activity around the server. Further, some of the highly critical information such as your password, secret question, secret answer, etc is stored in the database in a hashed format, thereby preventing misuse of data even by any remote possibility. Regular back-ups are taken of the data so that appropriate recovery measures can be initiated of the latest information if there are any hardware problems.
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4. Do I access Indus BillPay through a certified site?
The Indus BillPay service is offered through BillDesk, which is certified by Verisign Inc., one of the leading certifying authorities for web-site security, which reinforces our promise of security.
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5. How do I prove I made a payment using Indus BillPay Service?
BillDesk will send you an e-mail confirmation (if you have registered with your e-mail id) of payments made through Indus BillPay. Also as all payments are made by a debit to your IndusInd Bank account, these would reflect in your pass-book/ bank statement as well. In case of a specific dispute with a biller, IndusInd Bank will provide evidence of the payment.
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Using Indus BillPay
1. How many days before the due date should I pay my bill?
You can pay your bills upto the 'due date' being shown through Indus BillPay. To ensure that the payment reaches your biller in time, the 'due date' through Indus BillPay is reduced by 5 days to take care of processing time. This ensures that your payments are always on time and there are no missed payments/ late-payment charges.
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2. How do I change or cancel my payment instruction?
You can change your payment instruction in the "Scheduled Bills" folder till your specified "pay on date". Simply click the "Edit" button against the payment instruction to change the payment amount, the payment date and the bank account you wish to make the payment from. If you submit the changes, this modified instruction will appear back in the "Scheduled Bills" folder.
Please note that after your instruction is sent for processing, you will not be able to change the payment instruction any more. The status of all instructions sent for processing appears as "Delivered" in your "Scheduled Bills" folder.
Should you wish to stop the payment instruction, you can choose the "Delete" option. By stopping a payment instruction, the original bill will appear back in your "New Bills" folder.
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3. What is the AutoPay facility?
The AutoPay facility is a payment option through which you can authorise payments for your bills without requiring your approval each time. In this facility, you retain the flexibility to specify:

payment amount (eg: Please pay the entire bill amount/ 30% of the bill amount/ Rs.Ps. 1000.00)
pay on date (eg: Please pay 5 days before due date)
bank account to be paid from.(eg: Please pay from Bank Account 1)

You can also set up limits to control the amount you pay (for eg: I would like to pay the entire bill amount if the Bill amount is less than Rs.Ps. 2000.00). In case the Bill amount is greater than Rs.Ps. 2000.00, you will be intimated through an email message and the payment made only after you schedule it.
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4. Can I change an AutoPay instruction?
Yes, you can stop, cancel or modify your AutoPay instructions. Please note that such changes shall be applicable only to subsequent bills and not on bills for which the payment process has already been initiated.
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5. What is the Online Pay facility?
The Online Pay facility is making your payments one at a time, where you specifically authorise individual payment.
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6. What confirmation do I get when I issue a payment instruction?
Each time you issue a payment instruction the system generates a unique Transaction ID displaying and confirming your instruction.
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7. Are there reasons due to which my payment instructions might not be executed?
Reasons due to which your payment instructions might not be executed include:

Your account has been closed or transferred by you
Funds are insufficient to meet the payment amount
You have instructed to stop payment for instructions set up or originated by you.
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