Grievance Redressal Policy
Introduction
RBI vide notification dated 17 March 2020 bearing reference number RBI/DPSS/2019-20/174 DPSS.CO.PD.No. 1810/ 02.14.008/2019-20 (“PA Guidelines”) has laid out regulations for all Payment Aggregators (PA) to ensure that a suitable mechanism is in place for receiving and addressing complaints from its Merchants with specific emphasis on resolving such complaints fairly and expeditiously regardless of source of the complaints.
This Grievance Redressal Policy has been formulated to provide Merchants and Customers adequate facilities to lodge and escalate their grievances, concerns and queries with Les Amis Pvt. Ltd. (EximPe) (hereinafter referred to as the “company”) and to provide a speedy and effective redressal mechanism for the same.
Grievance Redressal Mechanism
At EximPe, we deeply value our relationship with each customer and are dedicated to fostering transparent and honest communication. In our effort to enhance customer experiences and address their concerns effectively, we’ve introduced a dedicated grievance management framework, underpinned by a detailed Grievance Policy.
This policy is crafted to offer a comprehensive and orderly way to process and resolve customer complaints. It encompasses a variety of channels through which customers can lodge their grievances. Our primary focus with this policy is to diminish instances of customer dissatisfaction by ensuring complaints are addressed rapidly and effectively, using a clear and systematic review and resolution procedure.
The objective of our Grievance Policy shall be to ensure that:
- At EximPe, every customer receives equal and unbiased attention consistently.
- We handle grievances raised by customers with utmost respect and aim for quick resolution.
- EximPe ensures customers are informed about the different levels they can escalate their complaints to within the organization.
- We keep customers informed about their entitlements for seeking alternative solutions if the company's resolutions are not satisfactory.
- EximPe is committed to processing any refunds or chargebacks efficiently, adhering strictly to the deadlines and requirements as stipulated by the Reserve Bank of India (RBI) and other necessary protocols.
Registration and Tracking of Complaints
Based on the nature of the ticket, the complaints shall be classified into different buckets. Customers can reach out to EximPe through any of the below listed channels
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Channel Name
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Contact Details
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|---|---|
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Email
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Support Desk
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Customer Care/Help Line Number
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+91 79682 18219
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Whatsapp
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Whatsapp chat is integrated in the application and in the official website or can be directly contacted at +91 79682 18219
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Grievance Redressal and Resolution
EximPe shall have a three-tier escalation mechanism for handling Customer grievances.
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Escalation Level
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Designation
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Resolution Time
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Contact
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|---|---|---|---|
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Level 1
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Customer Service Team
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3 Business Days
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|
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Level 2
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Operations Head
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3 Business Days
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|
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Level 3
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Nodal Officer
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3 Business Days
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The Customer can approach the Ombudsman in case appropriate resolution is not received at previous levels within 30 days in line with RBI Guidelines – Integrated Ombudsman Scheme, 2021.
Level 1
Customer Service Team
Complaints received by email, Freshdesk support ticket, Whatsapp or through the helpdesk numbers shall be acknowledged within 24 hours by an immediate system generated response or via individual emails to the extent possible. The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing. The TAT or expected time for resolution will also be communicated to the Customer.
Level 2
Operations Head
Customer can address the grievance to the below address for escalations:
Batul Huzefa
Operations Head
EximPe, WeWork Express Towers, Nariman Point, Marine Drive Mumbai, Maharashtra, India 400021
Email: [email protected]
Level 3
Nodal Officer
The Customer can escalate the matter to:
Syed Arief Ulla
Key Account Manager
EximPe, WeWork Express Towers, Nariman Point, Marine Drive Mumbai, Maharashtra, India 400021
Email: [email protected]
Ph: +91 86602 59150
