Grievance Redressal

Introduction

One8Pay is committed to providing high-quality services to its customers. This Grievance Redressal Policy ensures that all customer complaints and concerns are resolved effectively, efficiently, and transparently. The policy establishes a robust framework for addressing grievances to enhance trust and satisfaction among One8Pay's customers and stakeholders.

Definitions

1. Grievance: Any written or verbal complaint a customer raises regarding deficiencies in One8Pay’s services or support.
2. Customer: Any individual or entity utilizing One8Pay’s services, including BBPS, Payment Orchestration Platform, or KYC Authentication and Verification services.
3. Grievance Redressal Mechanism: The structured process followed by One8Pay to address, escalate, and resolve customer complaints.
4. Turnaround Time (TAT): The maximum time defined to acknowledge, investigate, and resolve grievances.
5. Regulatory Authorities: External bodies, such as the Reserve Bank of India (RBI) or National Payments Corporation of India (NPCI), which govern and oversee grievance management compliance.

1. Objective

The Grievance Redressal Policy outlines the framework for resolving customer grievances effectively and efficiently while maintaining transparency, fairness, and compliance with applicable regulatory requirements. One8Pay is dedicated to delivering customer satisfaction through timely and systematic handling of all complaints.

2. Scope

This policy applies to all customers and stakeholders utilizing One8Pay's services, including but not limited to: BBPS (Bharat Bill Payment System): Bill payments and related services.

Payment Orchestration Platform: Facilitating seamless online payment processing.

KYC Verification Services: Digital identity verification.

3. Guiding Principles

One8Pay's Grievance Redressal Mechanism is guided by the following principles:

1. Accessibility: Multiple channels for customers to raise complaints.
2. Transparency: Clear communication throughout the resolution process.
3. Fairness: Impartial handling of grievances.
4. Accountability: Prompt action and responsibility at all levels.
5. Confidentiality: Protection of customer data and privacy.

4. Grievance Handling Mechanism

Customers can raise a grievance through any of the following channels:

1. Customer Care Number: Toll-free support available at +91 9958396665
2. Email Support: Send complaints to care@one8pay.com
3. In-app Support: Use the "Help & Support" section in the One8Pay mobile app.
4. Website Form: Submit grievances via the "Contact Us" form on www.one8pay.com.
5. We provide customer support service between 09:00 AM and 06:00 PM on all 7 days of the week.

• We are committed to responding to your complaint within 48 hours of receipt.
• Our goal is to resolve your complaints or queries within 7 business days.
• In some cases, the resolution of your complaint may be delayed due to operational or technical reasons. If this occurs, we will proactively inform you of the updated timelines for addressing your concern.
• Certain scenarios may involve instant resolution, but the changes may take time to reflect in the system. For instance, refund approvals might be immediate, but the credited amount could take 3–10 daysto reflect in your account due to banking and operational factors.
• Complaints related to fraud and risk assessment might require a longer investigation period as multiple agencies may be involved. The resolution timeline for such cases depends on the complexity and severity, and you will be kept informed of the expected timelines.

Note:We will always keep you updated regarding any delays in the resolution process.

Escalation Process: If you are not satisfied with the resolution provided, you may escalate your complaint to Level 2.

5. Grievance Escalation Levels

• Timeline: Acknowledge receipt of the complaint within 24 hours and resolve it within 7 working days.
• Resolution Channels: Customer Care Number, Email Support, or InApp Support.

• If the issue is unresolved at Level 1, it can be escalated to the Grievance Officer:
• Contact Details: grievanceofficer@one8pay.com
• Timeline: Resolution within 10 working days of escalation.

• For further escalation, the issue can be raised with the Nodal Officer:
• Contact Details:
• Rajeev Stenly
• Nodal Officer
• Nodalofficer@one8pay.com
• Address-One8Pay B-609-610, 6th Floor, Tower B Plot No. 8, Block-B, KLJ Noida One Sector 62, Noida, UP – 201301
• Phone No- +91 9958396665
• Timeline: Resolution within 15 working days of escalation.

• If the grievance remains unresolved, the customer may escalate the issue to the appropriate regulatory authority:
• National Payments Corporation of India (NPCI) (for BBPS-related complaints):
• Toll-Free No:1800-120-1740
• For more details, please refer to the link NPCI Complaint
• Reserve Bank of India (RBI) Ombudsman: Visit https://cms.rbi.org.in for details on filing complaints.
• Toll-Free No: 14448
• Email ID: crpc@rbi.org.in
• Address - Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
• For more details, please refer to the link RBI Ombudsman

1. Via One8Pay Website or App:
• Visit One8Pay website or navigate to the Help Section on the One8Pay App. Select the Report Fraud option.
• Alternatively, email the details to: care@one8pay.com.

1. Provide Required Details:
• Fill in the necessary information and click on Create Ticket.

1. Track Your Complaint:
• Use the generated Ticket ID for future reference and communication with the investigation officer.

1. Keep Transaction Details Handy:
• To expedite the process, ensure you have details such as Order ID, Amount, Date, and Time ready.

8. Customer Protection:

Customer liability in the context of unauthorized payment transactions will be limited as follows:

• Customers are expected to exercise caution and follow best practices to prevent negligence while conducting electronic payment transactions.
• Unauthorized payment transactions resulting from gross negligence or compromise of sensitive credentials (e.g., sharing PINs or passwords) may increase customer liability.

One8Pay will investigate all unauthorized transactions reported and determine customer liability based on applicable policies and guidelines.

9. Failed Transactions:

Failed Transactions are those that could not be successfully processed due to issues like communication failures, session timeouts, or system errors. However, failures caused by customer action or negligence will not qualify as a Failed Transaction.

A Failed Transaction occurs when:

• A debit is made from the customer’s One8Pay Wallet but cannot be credited to the intended beneficiary account, beneficiary Wallet, or merchant account due to incomplete or incorrect information, or delays in reversal processing.

Resolution Timeline for Failed Transactions:

One8Pay is committed to resolving Failed Transactions promptly. The standard Turn-Around Time (TAT) for auto-reversal or compensation for such issues is outlined as follows:

10. Monitoring and Reporting

All grievances will be logged and monitored for trends to improve service quality.

Regular reports on grievance resolution will be shared with senior management for review and corrective action.

11.Review of Policy

The Grievance Redressal Policy will be reviewed annually or as needed to ensure compliance with regulatory requirements and alignment with customer expectations.

12. Contact Information

• For assistance or to escalate an issue, customers can reach:
• Customer Care: +91 9958396665
• Email: care@one8pay.com.
• Grievance Officer: [Rajeev Stenly, +91 9958396665, grievanceofficer@one8pay.com].
• Nodal Officer: [Gagandeep Singh Vig, +91 9958396665, nodalofficer@one8pay.com].

By implementing this comprehensive Grievance Redressal Policy, One8Pay reaffirms its commitment to prioritizing customer satisfaction and maintaining high service standards.