Objective

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.

Applicability

The Policy is applicable to Dhani Pay Wallet and Dhani Pay Card customers issued by TranServ Private Limited.

Customer Grievance Redressal framework

Company to disclose all important terms and conditions in clear and simple language to the holders while issuing the instruments.
a) All charges and fees associated with the use of the instrument.
b) The expiry period and the terms and conditions pertaining to expiration of the instrument.

The company has a dedicated Dhani Pay Customer Care to manage customer queries and ease out grievances if any.
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:

*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

Online Dispute Resolution (ODR) System:

1. Implement Online Dispute Resolution (ODR) system for resolving customer disputes and grievances pertaining to digital payments, using a system-driven and rule-based mechanism with zero or minimal manual intervention for disputes and grievances related to failed transactions
2. ODR arrangement later to be extended to cover disputes and grievances other than those related to failed transactions.

Customer Resolution Timelines:

The process is split across two steps:

• Acknowledgement: 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 as prescribed below
  1. To initiate action to resolve any customer complaint / grievance expeditiously, preferably within 48 hours and resolve the same not later than 30 days from the date of receipt of such complaint / grievance.
  2. To display the detailed list of their authorized / designated agents (name, agent ID, address, contact details, etc.) on the website / mobile app.

Escalation Matrix:

Dhani Pay provides 4 layered customer support

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 the customer does not receive a response within 8 working days from the modes under Level-1, or, if he / she is not satisfied with the response received, then the same can be escalated to Level 2.

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 the customer is not satisfied with the response received from Level 2 or if does not receive a response within 10 days from the pertinent authority, then the same can be escalated to Level 3.

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. Akhil Gupta (CEO)

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