Customer Grievance Redressal Mechanism

Applicable for customers of Dhani Pay Prepaid Account and Dhani Pay Card issued by TranServ Private Limited.

Applicable for customers of Dhani Pay Prepaid Account and Dhani Pay Card issued by TranServ Private Limited.

It is also applicable to customers Udio Wallet and Udio Card issued by TranServ Private Limited. Please note that TranServ was issuing prepaid instruments under the name ‘Udio’ and has now renamed its products & services under the brand ‘Dhani Pay’ with effect from 10 April 2019. Customers registered for Udio Wallet, Udio Card and / or Udio Services will be governed by the following customer grievance redressal mechanism applicable for Dhani Pay Prepaid Account, Dhani Pay Card and/or Dhani Pay Services respectively.

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantees and timelines by which we will try and ensure resolution to our customer concerns.

The company has a dedicated DHANI PAY Customer Care to manage customer queries and ease out grievances if any.

We Value your Feedback:
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.

The Customers can send in their Queries, Requests or Complaints in the following ways:

Mode Details Availability
Phone Dhani Pay Customer care: 022-6773 7800 07.00 am to 11.00 pm on working days*
Online Chat Available on Dhani Pay Mobile App 08.00 am to 08.00 pm on working days*
Email Write to: ping@dhanipay.in 10.00 am to 07.00 pm on working days*
Courier High Tech Plaza Office #2, Mahakali Caves Road, Andheri East, Mumbai - 400093 24*7

*Working days mean all days except government holidays or national holidays

These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services. On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.

If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.
Note – escalations without a complaint reference number will not be treated as complaints

Customer Resolution Timelines:

Sr.No. COMPLAINT TYPE ESTIMATED TIMELINES(SLA)
1 Any DHANI PAY Wallet Transaction related issue Within 7 working days. (In case of involvement of third parties in resolution, timelines followed by leading banks would be applied and communicated to customers)
2 Wallet related issues 5 Working Days

The process is split across two steps:

  • Acknowledgement: Acknowledgement of consumer query or complain. This will be delivered via email
  • Resolution: Response to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.

Escalation Matrix:
DHANI PAY provides 3 layered customer support

LEVELS PERSON/TEAM MODE
Level 1 DHANI PAY Customer Care Phone
Email
Online Chat
Social Media
Level 2 Customer Care Head Phone
Email
Level 3 Nodal Officer Email
Courier

Level 1
Customer can lodge the complaint using all available modes. The DHANI PAY Customer Care team will acknowledge the grievance on the receipt of complaint either in the same mode or via email.
In all the modes, a reference number would be provided for all future communication around the complaint.

  • The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern
  • All complaints would be closed only basis the customers feedback and acceptance of closure

If you do not receive a response within 8 working days from the modes under Level-1, or, if you are not satisfied with the response received, please click here for the next level of escalation

Level 2

In case the customer is not satisfied with the:

  • Resolution provided by Level 1 executives
  • Behavior of any representative or staff member at TranServ
  • Breach in the Service Level Agreements or timelines

Customer may escalate the grievance to Level-2 via phone 022-6773 7800 or write to cs.head@dhanipay.in

If you are not satisfied with the response that you receive from Level-2 or if you do not receive a response within 10 days from the pertinent authority, please click here for the next level of escalation

Level-3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the highest level by writing to nodal@dhanipay.in or via courier to Mr. Anish Williams (CEO)

* Please note all the complaints sent to this level would be entertained only if the email sent contains the complaint number shared at Level-1

Customer Protection Policy :
Background
Increase in transactions using prepaid payment instruments (prepaid account / cards) have multiplied the associated risks and hence Customer Protection against unauthorised electronic payment transactions has assumed greater importance. The Reserve Bank of India vide its circular RBI/2018-19/101/DPSS.CO. PD.No. 1417 /02.14.006/2018-19 has laid down the provisions for determining the customers’ liability in unauthorised electronic payment transactions resulting in debit to their prepaid account/cards.
RBI requires PPI issuers to formulate a policy covering aspects of customer protection, including the mechanism of creating customer awareness on the risks and responsibilities, and customer liability arising in specific scenarios of unauthorized electronic transactions

Categories of transactions:
Electronic payment transactions are divided into two categories:
I. Remote / Online payment transactions (transactions that do not require physical PPIs to be presented at the point of transactions e.g. prepaid account, card not present (CNP) transactions, etc.).

II. Face-to-face / Proximity payment transactions (transactions which require the physical PPIs such as cards or mobile phones to be present at the point of transactions e.g. transactions at Point of Sale, transactions done via mobile app etc.)

Roles & Responsibilities of TranServ
i. TranServ shall ensure that the Customer protection policy is available on the website as well as at for the reference by customers.
ii. TranServ shall conduct awareness on carrying out safe electronic transactions by sending emails to customer on non-disclosure of sensitive information e.g. password, PIN, OTP, date of birth, etc.
iii. TranServ shall ensure SMS alerts for all payment transactions mentioning the contact details to report unauthorised transactions or notify objections.
iv. TranServ shall advise customers to notify any unauthorised transaction at the earliest to avoid the risk of loss due to delay in informing TranServ.
v. TranServ shall facilitate 24X7 access via website/sms/e-mail for customers to report any unauthorised transactions. TranServ will also provide an option on mobile app/home page to report any such transaction.
vi. TranServ shall ensure immediate response as acknowledgement to the complaint lodged. The systems shall record the date and time of receipt of complaint.
vii. TranServ shall also ensure that no transaction is conducted post lodging of complaint by the customer.
viii. Within 10 days of the lodging the complaint TranServ shall pass a notional credit as per the applicable customer liability. TranServ shall within 90 days resolve the complaint and pay to the customer eligible amount.
ix. In case of non-resolution to determine customer liability within 90 days the customer shall become eligible for the compensation.
x. During the investigation, if it is found that the customer has falsely claimed or disputed a valid transaction, TranServ reserves the right to cancel the notional credit and take preventive action including blocking of prepaid account/card.

Obligations of Customer
a) Customer should provide all necessary documentation – customer dispute form, proof of transaction success/ failure and should also file a police complaint and provide copy of the same to TranServ.
b) Customer should co-operate with TranServ investigating team and provide all assistance.
c) Customer must not share sensitive information (such as Card details & PIN, CVV, user Id & password, OTP, transaction PIN, challenge questions) with any entity, including TranServ staff.
d) Customer must set transaction limits to ensure minimized exposure.
e) Customer must protect their device as per best practices including updation of latest antivirus software on the device (Device includes smart phone, feature phone, laptop, desktop and Tab)Customer must verify transaction details from time to time from the account statement and raise query with TranServ as soon as possible in case of any mismatch
f) Customer shall go through various instructions and awareness communication sent by TranServ.

Liability of a Customer
a) Zero Liability of the customer:
A customer’s entitlement to zero liability shall arise where the unauthorized transaction occurs in the following events:
➢ Contributory fraud/ negligence/ deficiency on the part of TranServ (irrespective of whether or not the transaction is reported by the customer).
➢ Third party breach where the deficiency lies neither with TranServ nor with the customer but lies elsewhere in the system, and the customer notifies TranServ within three (3) days of receipt of transaction communication.
➢ Any loss occurring after the reporting of unauthorized transaction.
b) Limited Liability of the customer:
A Customer Liability for the loss occurring due to unauthorized transaction where the deficiency lies neither with TranServ nor with the customer but lies elsewhere in the system (Third Party Breaches), and the customer notifies TranServ after three (3) days and within seven (7) days of receipt of transaction communication shall be equal to transaction value or Rs.10,000 per transaction, whichever is lower.
c) Complete Liability of the customer:
Customer shall bear the entire loss in cases where
➢ the loss is due to negligence by the customer, e.g. where the customer has shared payment credentials or Account/Transaction details, viz. user Id & PIN, Credit Card PIN/ OTP or due to improper protection on customer devices like mobile / laptop/ desktop leading to malware / Trojan or Phishing / Vishing attack. This could also be due to SIM deactivation by the fraudster
➢ the deficiency lies neither with TranServ nor with the customer but lies elsewhere in the system, and the customer notifies TranServ after seven (7) days of receipt of transaction communication.

Proof of Customer Liability
TranServ has a process of second factor authentication for all card transactions, as regulated by the Reserve Bank of India. TranServ has onus to prove that all logs / proofs / reports for confirming two factor authentications is available. Any unauthorized transaction which has been processed post second factor authentication known only to the customer would be considered as sufficient proof of customer’s involvement / consent in effecting the transaction.

Reporting and Monitoring
TranServ shall put in place a mechanism for reporting the customer liability cases to the Board or its Committee. The reporting shall inter-alia, include volume/ number of cases and the aggregate value involved and distribution across various categories of cases.