PayGoal values the satisfaction of their customers & merchants (hereinafter referred to as “User”) and strives to provide high-quality services. However, we understand that there may be times when a user may have a complaint or concern. This Grievances Redressal Policy is designed to ensure that such issues are handled within time and in an efficient manner.
Grievance redressal refers to the process of addressing and resolving grievances or complaints raised by individuals or groups. The process involves listening to the complainant, investigating the issue, and taking necessary actions to resolve the problem. Grievance redressal can be formal or informal and can occur in various circumstances based on the below mentioned disputes.
Types of Disputes:
- Unauthorized Transactions: This occurs when a payment is made on a user's account without their permission or knowledge. This can happen due to fraud or other unauthorized activity.
- Billing Errors: This occurs when a user is charged an incorrect amount for a product or service, or is charged for something they did not receive.
- Merchandise or Service Issues: This occurs when a user receives a product or service that is different from what was promised, is defective or damaged, or is not delivered at all.
- Refunds: This occurs when a user requests a refund for a product or service, but does not receive it, or the amount refunded is less than what was expected.
- Chargebacks: This occurs when a user disputes a payment with their bank or card issuer, and the funds are requested for reversal to the user's account.
- Subscription Cancellations: This occurs when a user cancels a subscription but is still charged for it, or when a user continues to be charged for a subscription after it has been cancelled.
- Disputed Fees: This occurs when a user disputes a fee that they were charged, such as a late payment fee or an overdraft fee.
Complaints Procedure
To register a Grievance, users are encouraged to contact our customer service department at 011-41582837, via Email at support@paygoal.in . via Courier or In person at Unit No. 401 / 403 / 405 / 407, 4th Floor, Antriksh Bhawan, 22 K.G. Marg, Delhi – 110001 in the event of any complaint or concern.
Complaints Handling
All complaints are handled by our customer service department, which will assign the complaint to an appropriate representative to investigate and resolve the issue.
Investigation
Our representatives investigate the complaint thoroughly, including reviewing any relevant documentation and communicating with any parties involved. We will keep the user informed via email of the progress of the investigation and any proposed resolution.
Resolution
We strive to resolve complaints as quickly as possible and will work with the customer to find a satisfactory resolution. If the customer is not satisfied with the proposed resolution, we will work with them to find an alternative solution.
Estimated Timelines
Sr. No Complaint Type Estimated Timelines (SLA) 1 Settlement not received 3 to 5 Working Days 2 Technical related issue 3 to 5 Working Days 3 Amount deducted but transaction marked as ‘FAILED’ in the system 3 to 5 Working Days 4 Others 7 to 10 Working Days
| Sr. No | Complaint Type | Estimated Timelines (SLA) |
|---|---|---|
| 1 | Settlement not received | 3 to 5 Working Days |
| 2 | Technical related issue | 3 to 5 Working Days |
| 3 | Amount deducted but transaction marked as ‘FAILED’ in the system | 3 to 5 Working Days |
| 4 | Others | 7 to 10 Working Days |
Escalation
If the customer is not satisfied with the proposed resolution or the handling of their complaint, they may escalate the issue to a higher level of management. The escalation process will be clearly outlined to the customer at the time of their complaint.
Escalation: Level 1 – Customer Support Officer
On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, and up to a maximum of 7 working days in special cases pertaining to third-party transactions. Email: support@paygoal.in
Escalation: Level 2 – Key Account Manager
On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, and up to a maximum of 10 working days in special cases pertaining to third-party transactions. Email: kam@paygoal.in
Escalation: Level 3 – Nodal Officer
If the customer’s grievance is not resolved, within the prescribed timeline of complaining, they may approach the Nodal Officer of the Company, at the following contact details:
NODAL OFFICER (Compliance)
Ms. Supriya Pallavi Srivastava
PayGoal Business Solutions Private Limited Unit No. 401 / 403 / 405 / 407, 4th Floor, Antriksh Bhawan, 22 K.G. Marg, Delhi – 110001.
Email: nodal@paygoal.in
On receiving the escalation, the complaint will get acknowledged within 24 working hours post acknowledgement, The Nodal Officer shall send his/her final response to the customer within 20 business days of complaining. The response by the Nodal Officer may either contain the resolution of the grievance or shall contain an intimation that the Company requires more time to examine the complaint mentioning the reason for seeking such an extension. The maximum time to resolve the complaint is 20 business days from the date of the complaint.
| Level | Department | TAT(After lodging the complaint) |
|---|---|---|
| Level 1 | Customer Support Team | 3 business days |
| Leve 2 | Key Account Manager (Operations) | 7 business days |
| Leve 3 | Nodal Officer | 10 business days |
**Additionally, for Consumer grievances that cannot be addressed by the Applicant, the Consumer shall be redirected to the relevant Merchant for appropriate action. These complaints could be related to product liability, delivery, or fraud claims (i.e., matters beyond the scope of the Applicant).
Further, the Applicant shall adopt the Reserve Bank - Integrated Ombudsman Scheme, 2021 (as amended from time to time), as may be applicable. The customers can approach the Ombudsman if the complaint is not resolved to the satisfaction of the customer or not replied to within the specified period.
Record Keeping
We maintain records of all customer complaints and their resolution. These records will be used to identify patterns or trends and improve our products and services. Records shall be maintained for a maximum period of 5 years from the date of initiating the complaint
Confidentiality
All customer complaints shall be handled confidentially, and any information shared will be limited to those involved in the investigation and resolution of the complaint.
Continuous Improvement
We review our Grievances Redressal Policy regularly and make improvements as necessary to ensure that our users are treated fairly and that their concerns are addressed in a timely and efficient manner.