In the present scenario of FinTech Sector, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. As a service organization, customer satisfaction is the prime concern for any Financial Institution. The company believes that providing prompt and efficient service is essential not only to attract new customers, but also to prevail over the existing customers. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and ensuring prompt redressal of complaints and grievances. The review mechanism will help in identifying the shortcomings in product features and service delivery.
At PayMate India Limited (“PayMate”, “We” or “Our” ), We treat all our customers in a transparent and fair manner, and will deal with customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customer grievances. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal mechanism and implemented this Grievance Policy for our all our customers. This policy outlines a structured grievance redressal mechanism available to customers for escalating their complaints with PayMate to obtain a resolution.
We understand that customer grievances could come in various circumstance like a gap in the promised and delivered service levels. This could also be due to the genuine technical or communication errors in the system. Customers have complete authority to share feedback or raise a complaint if they are disappointed with the services provided. They can highlight or escalate their complaint/ feedback/ suggestions in writing, via email, calls to our Customer Support number or through chat on our website https://paymate.in. If a customer’s issue is not resolved within the given time or if they are dissatisfied with the resolution offered our team, they may escalate their complaint for grievance redressal as per the redressal process defined. In order to make the redressal channels more effective and meaningful, a structured system has been put in place. This system will ensure that the complaints are readdressed seamlessly and well within the committed timeframe. For the purpose of this Grievance Policy, “Customer” means a user of PayMate services and “Grievance” means gap in the promised and delivered service levels involving technical or communication errors. At PayMate, all our products and services are designed with a customer’s focus. It is our endeavor to provide efficient customer service in a timely, fair and transparent manner. We are constantly devising better ways to address customer grievances.
The guiding principles of the approach to grievance redressal are as follows:
Accessibility: The Company shall provide our customers information on various avenues to register their grievance and assist the customers in raising their concerns at appropriate forums within the company.
Acknowledgment and Resolution of Grievances: The Company shall acknowledge the receipt of complaints through the published channels and arrange to communicate the resolution within the defined Timeframes.
Transparency: The Company shall acknowledge the receipt of the complaint appropriately and ensure to communicate the turn-around-time for issues to be redressed including investigation and resolution shall be communicated transparently.
Escalation: Information on the process of escalation of complaints to the next level in case the customer is not satisfied with the resolution provided by the current level in the company will be made available in the company’s website.
Customer Education: The company, through various forums and means shall endeavour to make continuous efforts to educate its customers to enable them to make informed choices regarding transactions.
PayMate offers a tiered redressal system to make the redressal process more effective and convenient for our customers. The customer is having every right to register complaint if the services are not satisfactory. Also, we would love to receive feedback from our customers and providing them 100% customer satisfaction.
A customer grievance/ feedback/ complaint can be registered by sending us an email at support@paymate.co.in. Alternatively a customer can also chat with our support executives on our website from Monday to Friday, 09:00 am to 06:00 pm.
All complaints received will be resolved within 7 working days. In case any complaint takes more than the specified resolution time, the customer will be intimated accordingly and kept updated on the progress/ status of the complaint on a periodic basis till such time that the complaint is not resolved.
In case the customer does not receive a response within the specified time at Level 1 or if the customer is dissatisfied with the response received from the organization, the customer can reach out to us at our customer service number +918657419140 mentioned on our website from Monday to Friday, 09:00 am to 06:00 pm.
ACKNOWLEDGEMENT
All escalations received would be acknowledged with 24 hours
A resolution would be provided within 5 working days. In case any escalation takes more than the specified resolution time, the customer will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the escalation is not resolved.
Please note: You are requested to approach this higher Level 2 with a previous Service Request Number on which we did not respond to your satisfaction. This is to ensure that you get correct resolutions faster.
In case there is no response within the defined timeframe for Level 2 or in case the response provided is not satisfactory, the customer can escalate the matter to:
Nodal Officer - PayMate
Ms. Manjiri Deuskar
PayMate India Limited,
111, A-wing, Sundervilla,
S. V. Road, Santacruz (West),
Mumbai – 400054
manjiri@paymate.co.in
All escalations received would be acknowledged with 24 hours
A resolution would be provided within 3 working days. In case any escalation takes more than the specified resolution time, the customer will be intimated accordingly and kept updated on the progress / status of the escalation on a periodic basis till such time that the escalation is not resolved. All of this would be available within the escalation reference number in our systems.
Since this is an escalation to Nodal Officer, giving a First Call Resolution on phone might not be possible and a complete Email with exact details where the frontend failure points happened is preferred for us to give you complete correct resolution.
SPREADING AWARENESS ABOUT GRIEVANCE REDRESSAL AMONG CUSTOMERS AND EMPLOYEES
At PayMate, we ensure that our teams regularly undergo trainings to handle customer queries and grievances. Staff is constantly encouraged to provide a First-Call-Resolution to all queries and complaints. We believe in lasting relationships with customers built on trust and confidence. This is also applied in all our operations and communication.
The details of grievance redressal mechanism are placed on our website https://paymate.in in the domain of public knowledge.
At PayMate, we strive to improve the overall quality of the service levels continually. We have constantly analyzed and implemented the feedback received from the customers to maintain the highest standards of customer service experience.