Preamble
indyFint Mobile Technology India Pvt Ltd. (the Company) is engaged in the following business segment
Semi-Closed prepaid Wallet business: Issuance of multipurpose prepaid indyFint Wallet 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 indyFint Wallet business is governed by the PSS Act and the RBI Guidelines).
The Company offers safe and easy payment option to every customer for seamless transactions across M-Commerce and E-Commerce domains. The Company has introduced multi-purpose prepaid indyFint Wallet (known as “indyFint”) which can be used to purchase various goods and services Online/On-mobile/IVRS from affiliated merchants based on “anywhere-anytime” concept which would result in increased sales for all affiliated merchants and safety and convenience for the customer. The Company is helping business organizations to expand markets by supporting sales channels convergence with its payments options.
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 Grievance Redressal Policy customer complaints.
The Company is in the business of issuance of Semi-Closed prepaid indyFint Wallet and is authorised 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 under and the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 (“the RBI Guidelines”) laid down by the RBI.
As required under the Clause 12.2 of the said RBI Guidelines, the Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to indyFint Wallet as online payment mode. This is done by setting up an internal two tier system in the form of “Customer Support” and a grievance redressal mechanism in the form of “Customers Grievance Redressal Committee”, as hereinafter provided.
Section 1 – Definitions
Section 2 – Principles Governing Company’s policy
The Company’s policy on grievance redressal is governed by the following principles:
Section 3 – Process to handle Customer Grievances
Grievances by the holder and/or user of indyFint Wallet:
*Customer Support: Customers to reach out to their respective HR team for any customer complaints. The HR team SPOC to in turn reach out to indyFint support team.
Function and Authority
The Customer Support is responsible for the resolution of queries of all customers. The Officer-in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the customer’s satisfaction.
Constitution
The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Customers Grievance Redressal Committee (“the Committee”) for redressing their grievances. The Committee shall consist of two members out of whom 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.
This committee, at present, consists of three escalations:
Escalation Matrix
The three escalation levels are as below of three escalations:
Escalation Level – 1
Write to Customer Support team – indyFintsupport@indyFint.com
Number: 080-66732300 Ext-211
Response Time: Seven Business Days
Escalation Level – 2
Write to Manager Customer Service: manager@indyFint.com
Response Time: Fifteen Business Days
*If the customer does not receive the response in the stipulated time or did not receive any satisfactory response they can reach out to the next level
Escalation Level – 3
Write to Nodal Officer – nodal@indyFint.com
Number: 080-66732300 Ext- 215
Response Time: Twenty One Business Days
Function and Authority
The functions of the Committee are as under:
Grievance Redressal Procedure
Final Redressal and Closure of Grievance
Grievance shall be treated as finally redressed and closed in any of the following circumstances:
Implementation of the decision
The Management shall take all necessary steps to implement the decision of the Committee.
Grievances by a person other than the holder and/or user of indyFint Wallet (System Participant):
Grievances between System Participants in respect of any matter connected with the operation of the payment system shall be resolved in accordance with the relevant provisions of the Payment and Settlement Systems Act, 2007, as may be amended from time to time.
NOMINATION
If the customer wants to nominate his representative to appear and make submissions on his behalf before the Customers Grievance Redressal Committee the following declaration should be submitted:
I/We the above named customer hereby nominate Shri/Smt. , who is not an Advocate and whose address is as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us.
He/ She has signed below in my presence.
(Signature of Representative) (Signature of Customer)