Grievance Mechanism

Introduction to the Grievance Mechanism

The Grievance Mechanism is a structured process designed to address and resolve complaints raised by customers regarding issues encountered during transactions. It provides a systematic approach for customers to report their concerns and seek redressal. By ensuring transparency, accountability, and prompt resolution, the grievance mechanism aims to maintain customer trust and satisfaction.

Customers can lodge complaints through multiple channels, including phone, chat, and online submissions, ensuring accessibility and ease of use. The process involves a thorough review and escalation to appropriate departments to ensure timely and effective resolution of all reported issues.

Who can file a grievance?

Any customer who encounters issues during a transaction can seek resolution by submitting a complaint. Issues like loss of a mobile phone/PIN, incorrect wallet transfers, debited amounts without successful transactions, and fraud or scam-related incidents can be reported.

How to submit a grievance?

Customers can register their complaints by calling our Customer Help-Desk or using the chat options available on Viber, WhatsApp, or through our website.

Grievance Review Process

Our support team will address your complaint based on its nature. The team will review the provided details, diagnose the issue, and identify the best course of action for a swift resolution.

If there is a delay in resolving the issue, the support staff will escalate the complaint to the IT operations team.

If the complaint remains unresolved, it will be escalated further to the relevant functional team (business, account, technical). The respective team will acknowledge the complaint and take necessary actions.