Grievance redressal is a delicate process in the payment aggregation business because merchants differ in terms of product offerings, language proficiency, and so on. Complaints, like any other service industry, if handled properly, lead to long-term satisfaction among merchants as well as "word of mouth" promotion.
OneATM has appointed a Nodal officer as per guidelines by the regulations for handling escalated customer complaints the details of the nodal officer are as below:
Name of the nodal Officer: Mr Rajesh Kumar
Email-ID: [email protected]
Contact No: +91 8955114437 | +91 22 6919 9247
The purpose of this policy is to establish a Grievances Redressal Policy which aims at minimizing instances of customer complaints and grievances through proper service delivery, review and prompt and effective redressal mechanism. The framework includes the rules for controlling Complaints and grievances of Digidios Payments Services Private Limited (Hereafter referred to as OneATM).
This policy applies to:
Grievance redressal is a delicate process in the payment aggregation business because merchants differ in terms of product offerings, language proficiency, and so on. Complaints, like any other service industry, if handled properly, lead to long-term satisfaction among merchants as well as "word of mouth" promotion.
Merchants raise concerns such as:
A three-tiered complaint resolution mechanism is established, with clearly defined roles and responsibilities for various departments handling complaints on the backend, including onboarding, operations, sales, business, product, technical, and compliance teams. Merchant complaints are assigned to the primary (Level 1) level and can be escalated to the two subsequent levels if the merchant is dissatisfied with the previous level's resolution.
Merchant can access customer support through the following channels:
Below gives a detailed representation of the support levels, TAT followed at each level, the flow of grievance requests along with the detailed description.
TAT Followed: 2 business days
Detailed Description:
TAT Followed: 2 business days
Detailed Description:
TAT Followed: 3 business days
Detailed Description:
OneATM has appointed a Nodal officer as per guidelines by the regulatory for handling escalated customer's complaints the details of the nodal officer are as below:
Name of the nodal Officer: Rajesh
Email-ID: [email protected]
Contact No: +91 8955114437 | +91 22 6919 9247
For any grievance-related queries, please contact our customer support at [email protected]