TranServ Private Limited

(CIN: U93090MH2010PLC211328)

CUSTOMER GRIEVANCE REDRESSAL POLICY

(Reviewed and Adopted by the Board as on 21/10/2019)

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:

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 App 08.00 AM to 08.00 PM on working days*
Email   Write to support@dhani.com 10:00 AM to 07:00 PM on working days*
Courier   Transerv Limited Unit No. 401&402, One International Center, 4th Floor, Tower 1, S B Marg,Elphinstone Road (W), Mumbai – 13, Maharashtra.  10:00 AM to 07:00 PM on working days*

*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)
Dhani Pay 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 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

 Levels  Person/Team  Mode
Level 1 Dhani Pay Customer Care

Phone

Email

Online Chat

Level 2  Customer Care Head 

 Phone

Email

Level 3  Nodal Officer

 Phone

Courier

Level 4  Office of the Ombudsman for Digital Transactions

Phone

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 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. Anish Williams (CEO)

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

Level 4

If the customer is not satisfied by the responses / resolution received from the Nodal Officer, then the customer can escalate the matter to the office of Ombudsman for Digital Transactions of their respective region. Region wise address and area of operation of the Ombudsmen for Digital Transactions are as under

Address and Area of Operation of the Ombudsmen for Digital Transactions

Sl.No Center Address of the Office of the Ombudsman for Digital Transactions Area of Operation
1 Ahmedabad C/o Reserve Bank of India
La Gajjar Chambers, Ashram Road
Ahmedabad-380 009
STD Code: 079
Tel. No. 26582357/26586718
Fax No. 26583325
Email:Cms.odtahmedabad@rbi.org.in
Click here to lodge complaint
Gujarat, Union Territories of Dadra and Nagar Haveli, Daman and Diu
2 Bengaluru C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bengaluru -560 001
STD Code: 080 Tel. No. 22210771/22275629
Fax No. 22244047
Email : cms.odtbengaluru@rbi.org.in
Click here to lodge complaint
Karnataka
3 Bhopal C/o Reserve Bank of India
Hoshangabad Road
Post Box No. 32, Bhopal-462 011
STD Code: 0755
Tel. No. 2573772/2573776
Fax No. 2573779
Email : cms.odtbhopal@rbi.org.in
Click here to lodge complaint
Madhya Pradesh
4 Bhubaneswar C/o Reserve Bank of India
Pt. Jawaharlal Nehru Marg
Bhubaneswar-751 001
STD Code: 0674
Tel. No. 2396207/2396008
Fax No. 2393906
Email : cms.odtbhubaneswar@rbi.org.in
Click here to lodge complaint
Odisha
5 Chandigarh C/o Reserve Bank of India
4th Floor, Sector 17
Chandigarh
Tel. No. 0172 - 2721109 Fax No. 0172 -
2721880
Email:cms.odtchandigarh@rbi.org.in
Click here to lodge complaint
Himachal Pradesh, Punjab, Union Territory of Chandigarh and Panchkula, Yamuna Nagar and Ambala Districts of Haryana.
6 Chennai C/o Reserve Bank of India
Fort Glacis, Chennai 600 001
STD Code: 044
Tel No. 25395964
Fax No. 25395488
Email : cms.odtchennai@rbi.org.in
Click here to lodge complaint
Tamil Nadu, Union Territories of Puducherry (except Mahe Region) and Andaman and Nicobar Islands
7 Dehradun C/o Reserve Bank of India

74/1 GMVN Building, 3rd floor,

Rajpur Road,

Dehradun - 248 001 STD Code: 0135

Telephone: 2742003

Fax: 2742001

Email : cms.odtdehradun@rbi.org.in

Click here to lodge complaint
Uttarakhand and seven districts of Uttar Pradesh viz., Saharanpur, Shamli (Prabudh Nagar), Muzaffarnagar, Baghpat, Meerut, Bijnor and Amroha (Jyotiba Phule Nagar)
8 Guwahati C/o Reserve Bank of India
Station Road, Pan Bazar
Guwahati-781 001
STD Code: 0361
Tel.No.2542556/2540445
Fax No. 2540445
Email : cms.odtguwahati@rbi.org.in
Click here to lodge complaint
Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura
9 Hyderabad C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad, Hyderabad-500 004
STD Code: 040
Tel. No. 23210013/23243970
Fax No. 23210014
Email : cms.odthyderabad@rbi.org.in
Click here to lodge complaint
Andhra Pradesh and Telangana
10 Jaipur C/o Reserve Bank of India,
Ram Bagh Circle,
Tonk Road, Post Box No. 12
Jaipur-302 004
STD Code: 0141
Tel. No. 0141-5107973
Fax No. 0141-2562220
Email : cms.odtjaipur@rbi.org.in
Click here to lodge complaint
Rajasthan
11 Jammu C/o Reserve Bank of India ,
Rail Head Complex, Jammu- 180012 STD Code : 0191
Telephone: 2477617
Fax : 2477219
Email : cms.odtjammu@rbi.org.in
Click here to lodge complaint
State of Jammu and Kashmir
12 Kanpur C/o Reserve Bank of India
M. G. Road, Post Box No. 82 Kanpur-208 001
STD Code: 0512
Tel. No. 2306278/2303004
Fax No. 2305938
Email : cms.odtkanpur@rbi.org.in
Click here to lodge complaint
Uttar Pradesh (excluding Districts of Ghaziabad, Gautam Buddha Nagar, Saharanpur, Shamli (Prabudh Nagar), Muzaffarnagar, Baghpat, Meerut, Bijnor and Amroha (Jyotiba Phule Nagar)
13 Kolkata C/o Reserve Bank of India
15, Netaji Subhash Road
Kolkata-700 001
STD Code: 033
Tel. No. 22304982
Fax No. 22305899
Email : cms.odtkolkata@rbi.org.in
Click here to lodge complaint
West Bengal and Sikkim
14 Mumbai (I) C/o Reserve Bank of India
4th Floor, RBI Byculla Office Building, Opp.
Mumbai Central Railway Station, Byculla,
Mumbai-400 008
STD Code: 022
Tel No. 23022028
Fax : 23022024
Email : cms.odtmumbai1@rbi.org.in
Click here to lodge complaint
Districts of Mumbai, Mumbai Suburban and Thane
15 Mumbai (II) C/o Reserve Bank of India,
4th Floor, RBI Byculla Office
Building, Opp. Mumbai Central
Railway Station, Byculla,
Mumbai-400 008 STD Code: 022
Tel. No. 23028140
Fax No 23022024
Email:cms.odtmumbai2@rbi.org.in
Click here to lodge complaint
Goa and Maharashtra, (except the districts of Mumbai, Mumbai Suburban and Thane)
16 New Delhi (I) C/o Reserve Bank of India,
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23725445/23710882
Fax No. 23725218
Email : cms.odtnewdelhi1@rbi.org.in
Click here to lodge complaint
Delhi
17 New Delhi (II) C/o Reserve Bank of India
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23724856
Fax No. 23725218-19
Email : cms.odtnewdelhi2@rbi.org.in
Click here to lodge complaint
Haryana (except Panchkula, Yamuna Nagar and Ambala Districts) and Ghaziabad and Gautam Budh Nagar districts of Uttar Pradesh
18 Patna C/o Reserve Bank of India
Patna-800 001
STD Code: 0612
Tel. No. 2322569/2323734
Fax No. 2320407
Email : cms.odtpatna@rbi.org.in
Click here to lodge complaint
Bihar
19 Raipur C/o Reserve Bank of India
54/949, Shubhashish Parisar, Satya
Prem Vihar
Mahadev Ghat Road, Sundar Nagar,
Raipur- 492013
STD Code: 0771
Tel No. 2242566
Fax No. 2242566
Email : cms.odtraipur@rbi.org.in
Click here to lodge complaint
Chhattisgarh
20 Ranchi C/o Reserve Bank of India
4th Floor, Pragati Sadan,
RRDA Building,
Kutchery Road, Ranchi Jharkhand
834001
STD Code: 0651
Tel No. 2210512
Fax No. 2210511
Email : cms.odtranchi@rbi.org.in
Click here to lodge complaint
Jharkhand
21 Thiruvananthapuram C/o Reserve Bank of India
Bakery Junction
Thiruvananthapuram-695 033
STD Code: 0471
Tel No. 2332723/2323959
Fax No. 2321625
Email : cms.odttrivandrum@rbi.org.in
Click here to lodge complaint
Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry (only Mahe Region).

Record keeping

The records pertaining to customer complaints will be maintained for a period of 5 years from the date of resolution

Reporting

We will report the receipt of complaints and action taken status thereon, in the format specified in the PPI Master Direction on a quarterly basis by the 10th day of the following month to the Regional Office of DPSS, RBI

Review of the Policy

The Policy will be reviewed and updated annually by the Board, or as and when required, including in cases of changes in the business or regulatory environment. Company to display along with the details of grievance handling / escalation procedure, in public domain / website / app.