PB PAY PRIVATE LIMITED · LEGAL · GRIEVANCE POLICY

Grievance Redressal Policy

Our commitment to resolving customer concerns fairly, transparently and within defined timelines.

01

Overview

PB Pay Private Limited's key focus area is the resolution of customer concerns. The organisation employs a comprehensive strategy to establish service benchmarks and consistently enhance the customer experience by leveraging industry best practices and consumer input from various channels.

The business ensures clients have several avenues via which they can file complaints and offer input on the services they have received. In order to prevent recurrence, the company strives to provide rapid and efficient treatment of customer grievances in addition to prompt corrective and preventive action, including process correction when necessary.

02

Tenets of Grievance Redressal

The following principles direct the company's grievance redressal process:

Fairness and Transparency
PB Pay shall investigate the customer's complaint in a fair and impartial manner and employ a methodical approach to rectify it. The company will ensure that complaints from customers are handled promptly and effectively.
Escalation
A matrix outlining the specifics of the customer's next step in the grievance redressal process will be included in all responses to complaints from customers.
Assessment
In order to improve the calibre and efficacy of customer service, the company will routinely conduct an internal assessment of customer complaints at various levels of hierarchy.
03

Touch Points to Report Grievances

Customers will be informed about the channels available for referring or seeking redressal of grievances. These are:

Via Web Portal
Customer may raise the grievance by logging on to the webpage: https://grievance.pbpay.com
Via Email
Customer may write to care@pbpay.com with the details of their transaction along with the nature of their grievance.
Via Post / Courier
Customer may write to: The Nodal Officer, PB Pay Private Limited, Plot No. 107, Ground Floor, Sector-44, Gurugram, Haryana – 122001
Via In-Person
Customer may visit the PB Pay office and fill the paper-based form available on the premises. PB Pay Private Limited, Plot No. 107, Ground Floor, Sector-44, Gurugram, Haryana – 122001
04

Turnaround Time

Depending on the nature of the grievance, specific timelines have been set for resolution. Grievances shall be resolved in a proper and time-bound manner with detailed advice to the customer. The customer is kept informed in case of any delay envisaged by the company in resolution of the grievance beyond the stated timelines.

05

Escalation of Grievances

The company has a four-tier escalation mechanism for customer grievances, as given below:

LEVEL 01

Registering a Complaint

Within 10 business days

Consumers are urged to include all pertinent information about their complaint, including any relevant documents. If the customer encounters any difficulties filing a proper complaint, the company will make an effort to assist the consumer.

When a consumer files a complaint, they will receive an email acknowledging receipt of the complaint along with a customer reference number within 24 hours. The company has two working days from the date of complaint receipt to deliver its initial response or acknowledgment toward resolution of the complaint.

If the complaint is not resolved or the customer is not satisfied with the resolution, the issue may be escalated to Level 2.

CONTACT DETAILS

Portal
https://grievance.pbpay.com
Email
care@pbpay.com
LEVEL 02

Assistant Nodal Officer (ANO)

Within 20 business days

The consumer may contact the company's Assistant Nodal Officer if, within the allotted 10 business days after submitting the complaint, they do not obtain a satisfactory response.

After the customer files a complaint, the Assistant Nodal Officer has twenty business days to provide the final response. The response may include the resolution or a notification that additional time is required for the Company to review the complaint.

CONTACT DETAILS — ASSISTANT NODAL OFFICER

Name
Mr. Anand Pandey
Address
PB Pay Private Limited, Plot No. 107, Ground Floor, Sector-44, Gurugram, Haryana – 122001
Email
Grievance.ano@pbpay.com
LEVEL 03

Principal Nodal Officer (PNO)

Within 30 business days

The consumer may contact the company's Nodal Officer if, within the allotted 20 business days of submitting the complaint at Level 2, they do not obtain a suitable response.

After the customer files a complaint, the Nodal Officer has 30 working days to provide the final response. After the complaint is filed, it can be resolved in a maximum of 30 business days.

If the complaint is not resolved or the customer is not satisfied with the resolution at Level 3, the issue may be escalated to Level 4 (RBI Ombudsman).

CONTACT DETAILS — PRINCIPAL NODAL OFFICER

Name
Mr. Harsh Vardhan Masta
Address
PB Pay Private Limited, Plot No. 107, Ground Floor, Sector-44, Gurugram, Haryana – 122001
Email
Grievance.pno@pbpay.com
LEVEL 04

RBI Ombudsman

External - RBI Integrated Ombudsman

As per Integrated Ombudsman Scheme, 2021

If the consumer does not receive a satisfactory resolution from the Company, they may escalate the complaint to the Reserve Bank of India under the Integrated Ombudsman Scheme, 2021.

The complaint can be submitted after exhausting all levels of the Company's grievance redressal process.

CONTACT DETAILS — RBI OMBUDSMAN

ModeOnline
Websitehttps://cms.rbi.org.in
EmailCRPC@rbi.org.in
AddressCentralized Receipt and Processing Centre (CRPC),
Reserve Bank of India,
4th Floor, Sector 17, Chandigarh – 160017
SupportToll-Free Number – #14448 (9:30 AM to 5:15 PM).
06

Escalation Matrix

LevelContactTimeline from date of complaint
Level 1Customer Support Team10 business days of lodging the complaint
Level 2Assistant Nodal Officer20 business days of lodging the complaint
Level 3Nodal Officer (Principal)30 business days of lodging the complaint
Level 4RBI Ombudsman (Integrated Ombudsman Scheme, 2021)After exhausting internal grievance redressal; as per RBI scheme