Grievance Policy

Preamble

Pay Point India Network Private Limited (the Company) is engaged in the following two business segments:

SEGMENT A:

Semi-Closed prepaid cash card business: Issuance of multipurpose prepaid cash cards as a payment option alternative to cash for large segment of population in the country that is unable to use e- payment / m-payment facility since they do not have debit/credit cards.

(Semi-Closed prepaid cash card business is governed by the PSS Act and the RBI Guidelines).

SEGMENT B:

Franchisee Business:Appointing Franchisees for collecting cash/payments from customers of various entities and government bodies which have tied up with Pay Point India to facilitate payment of utility bills, booking of travel tickets, mobile recharge etc. by giving a Franchisee Account named as Pay Point India Franchisee Business Account.

(The business of collecting cash through Franchisees on behalf of specific organizations and under authorization from these organizations is not governed by the RBI Guidelines)

As a service provider industry, customer service and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressal of various types of customer complaints.

The Company is in the business of issuance of Semi-Closed prepaid cash cards and is authorized by the Reserve Bank of India (RBI) to operate a Payment System. It is governed by the Payment and Settlement Systems Act, 2007(“the PSS Act”), Regulations made the under and the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 (“the RBI Guidelines”) laid down by the RBI.

The Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to its PPI Business.

• This Policy is called the “Customers Grievance Redressal Policy".
• It shall apply to the business of the Company in India.
• It shall apply to Semi-closed PPI business.
• It is also available on the website of the Company https://digikhata.in/grievance-policy

Section 1 – Definitions

• ‘Company’ shall mean Pay Point India Network Private Limited which is carrying on the business of issuance of Prepaid Payment Instruments, payment processing, payment collection and related services by facilitating payment solutions to the Customer for buying goods and services through any digital/electronic medium.
• ‘Complainant’ shall mean the Customer who has a Grievance.
• ‘Query’ shall mean a question, often expressing doubt about something or looking for an answer from an authority.
• ‘Customer’ shall mean the holder and/or user of “Pay PointZ” or “DigiKhata”- wallet and/or any of the system participants of the Company.
• ‘Grievance’ shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by, or about the standard of service of the Company and/or its representative, in relation to use of “Pay PointZ” or “DigiKhata” - wallet.
• “Pay PointZ” or “DigiKhata” – wallet’ shall mean the activated and valid Semi-closed prepaid wallet and all variants of the same issued by the Company.
• ‘Payment System’ means a system that enables payment to be effected between a payer and a beneficiary involving clearing, payment or settlement service or all of them but does not include a stock exchange.
• ‘Redressal’ shall mean the final disposal of the Grievance of the Complainant by the Company.
• ‘System Participant’ shall mean Bank or any other person participating in a payment system and includes the system provider as per the PSS Act.
• ‘System Provider’ shall mean a person who operates and authorizes payment system.
• ‘Week’ shall mean consecutive seven Working Days.
• ‘Working Day’ shall mean any day (other than Sunday & Public Holiday) on which the Company’s Corporate Office is open for business.

Section 2: Guiding principles of the approach to grievance redressal are as follows:

• a.Transparency: customer shall be provided with information regarding the channels they can access to service their requirements and resolve their issues. In addition, the turn-around time for issues to be redressed including investigation and resolution shall be communicated transparently.
• b. Accessibility: Company shall enable the customers to avail of services through multiple published channels.
• c. 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 will be made available in the website/Branches/call centre.
• d. Customer Education: Company shall endeavour to make continuous efforts to educate its customers to enable them to make informed choices regarding Pay Point products and reduce errors in retailer transactions.
• e. Review: team shall have forums at various levels to review customer grievances and enhance the quality of customer service.
• f. The Company takes pride to address all complaints/concerns brought to our attention by our customers and also understand the importance to understand, classify & differentiate complaints from queries. The policy clearly defines the two. Moreover, Pay Point India shall serve its Customers 24*7 through its Web Robot software.

Section 3: Complaint mechanism

• Channels

• Customer care
• E-mail
• Write to the postal address of the company
• Write to us (Mobile application)
• Contact us (Website)

• Time frame for response:

The turn-around-time for the responding to a complaint is

• Normal cases (other than the one mentioned below): 2 working days for normal cases.
• Fraud cases, Legal cases and cases which need retrieval of documents and exceptionally old records: 15 working days and
• Cases involving 3rd party (other channel partners): 5 working days.
• If any case needs additional time, the team will inform the customer the reasons of delay in resolution and provide expected time lines for resolution of the issue

• Complaint reference Number

Customer shall be provided with a complaint number when he/she submits a complaint to the customer care.

Escalation Mechanism

Following is the escalation matrix to resolve the complaints:

To report fraud / unauthorized activity:

• To escalate your complaint in person

• If the customer’s issue is not resolved even after contacting various complaint resolution channels, he/she can write to the Level 3 Officer Mr. Akshay Dalvi (Contact No. 022-40633344/22). In the absence of revert from Level 3 within 10 working days, you can further escalate the matter to Nodal officer Mr.Rakesh Shetty (Contact No. 022- 40508832), A Wing, 203, Supreme Business Park, Hiranandani Garden, Powai, Mumbai 400076 Maharashtra - India or you can write us on nodalofficer@paypointindia.net (mailto:nodalofficer@paypointindia.net) and expect a revert in 10 working days.

• Penalty: Any Customer care officer found in failure to meet TAT following Penalty is suggested :

• For first 7 complaints in a month – 1st warning letter against Customer care officer, training will be provided to Customer care officer
• For next 7 complaints in a month – 2nd warning letter against Customer care officer
• For next 7 complaints in a month – termination from job
• Any Committee member found failure against TAT

Annexure 1A:Standard Turn Around Time (TAT) for broad level of queries / Complaints. Mentioned below is the range of TATs applicable for Complaints or queries within a broad classification.

Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions.

To establish customer confidence and bring in uniformity in processing of the failed transactions a framework for TAT for failed transactions and compensation therefor has been finalized by DPSS vide circular DPSS.CO.PD No.629/02.01.014/2019-20I. Please refer below link for the circular.
(https://rbidocs.rbi.org.in/rdocs/notification/PDFs/CIRCULAR677EC931A7A65E4D99AA957D8E85BC0A2A.PDF)

Customer Care Center Timings

The Company shall ensure that the Customers are served 24*7 be it in manual form i.e. by Customer care executive or in any Robotic form i.e. by any system generate assistance methods.

Moreover the Customer care executives shall assist the Customers for 16*7 on all days (timings 8.00 am to 00:00 am) excluding Republic Day and Independence Day which shall be a Holiday as per the terms set forth by RBI in its Authorisation Letter.

Customers’ Liability in case of fraud

A customer shall be liable for the loss occurring due to unauthorised transactions in the following cases:

• In cases where the loss is due to negligence by a customer, such as where he has shared the payment credentials, the customer will bear the entire loss until he reports the unauthorised transaction to the Company.
• In cases where the responsibility for the unauthorised electronic banking transaction lies neither with the bank nor with the customer, but lies elsewhere in the system and when there is a delay (of four working days after receiving the communication from the bank) on the part of the customer in notifying the bank of such a transaction, the per transaction liability of the customer shall be limited to the transaction value.

Customers Grievance Redressal Committee

The review & audit of complaints shall be done by the Customers Grievance Redressal Committee (“the Committee”) for redressing their grievances. The Committee shall consist of at least two members out of whom at least one will be designated by the Company and the other would be an independent person who has fairly requisite knowledge of the Laws, who is not office-bearer, employee, director or any other person/s who has/have any interest of whatsoever nature in the Company.

Function and Authority of the redressal committee

The functions of the Committee are as under:

• The committee shall review and set a mechanism in concurrence with the responsible product managers
• The Committee shall be responsible for ensuring timely and effective implementation of all regulatory requirements regarding customer service.
• The Committee shall have right to ask for all records from the Customer Care Centre and the customer.
• The Committee will look into the simplification of procedures and practices prevailing in the Company with a view to safeguarding the interests of customers of the Company.
• The Committee will review the regulations and procedures prescribed by RBI for customer service and whether the same are adopted in spirit and intent by the Company and make suitable recommendations for rationalization of the same.
• The Committee will review the practice and procedures prevalent in prepaid payment solutions industry and take necessary corrective action on an on-going basis.
• The Committee will endeavor to proactively advice the Customer Care Centre on pending complaints.