Objectives and Scope:

This strategy frames an organized complaint redressal component accessible to clients, controllers and different gatherings for raising their complaints to obtain a resolution. Paytel endeavors to give top tier administration conveyance and has a devoted client care group that works 24X7 for tending to such objections. Complaint: A complaint might be characterized as "An expression of disappointment made to an organization, connected with its items and administrations, or the grievances taking care of cycle itself, where a reaction or goal is expressly or verifiably anticipated". A complaint might be communicated face to face, via phone or recorded as a hard copy.

Grievance Registration & Redressal Matrix:

Complaints: Applicable to customers who need to report a dispute / grievance in service.
Level Name & Contact Details Remarks
Level 1
Customer Care
E-mail: support@paytelgroup.com
Customer Care Number: 0124-4089491 Paytel Customer Care team will acknowledge the complaint with a ticket number.
Response/Resolution TAT - Please refer the product-wise time for 1st level resolution as enclosed.
If a case needs extra time, Paytel will inform the same also with reasons to the customer.
Level 2
NAME - Kuldeep Singh
Head - Customer Experience
E-mail: kuldeepsingh@paytelgroup.com In case Level 1 resolution is not satisfactory, customer can escalate the same to Customer Care Head.
Please note: Ticket number of 1st level is mandatory. Response/Resolution TAT - 3 Working Days
Level 3
Grievance Escalation Team
E-mail: supervisor.support@paytelgroup.com
Contact Number: 9311472352 In case Level 2 resolution is not satisfactory, customer can
escalate the same to the Grievance Escalation Team.
Please note: Ticket number of 1st level is mandatory.
In case of any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and directly mail to the Grievance Escalation Team.
Response/Resolution TAT - 5 Working Days
Level 4
Nodal Officer - Umesh Sharma
E-mail: nodal.officer@paytelgroup.com In case Level 3 resolution is not satisfactory, customer can escalate the same to the Nodal Officer.
Please note: Ticket number of 1st level is mandatory. Response/Resolution TAT - 3 Working Days

Please Note:

a. Customers are informed to follow the hierarchy of the redressal grid. Skipping levels in the redressal network might prompt disappointment in affirmation and resolution of grievances.
b. Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes.

Product-wise Resolution timeline for Complaints:

Turn-around Time (TAT)

7 Working Days Card Not Present
(CNP)
5 Working Days
Bill Payments
Cash Collection
3 Working Days
Top-Up Aadhaar Enabled Payment System
(AEPS) Domestic Money Transfer
(DMT) Micro ATM Other Products

Regulatory References:

This Policy should be read in conjunction with partner Bank policies and procedures, which may contain specific issues relating to compliance.
This Policy should also be read in conjunction with the regulatory guidelines and shall be updated in line with the changes made in the regulatory guidelines as and when required.

Interaction with Customers:

In accordance with Paytel's essential target of conveying Superior and Consistent Service Experience, the association will continually look for input from clients through different polls/gatherings/studies on the general insight for constant improvement in client support conveyance processes.

Record keeping:

Call Records, emails and other customer interactions are recorded to ensure alignment with necessary regulations and compliance standards.

Policy Review:

This policy shall be subject to a review on an annual basis.