Scope

This policy applies to all grievances raised by users of QPay's services, including:

• Transaction issues: Failed transactions, duplicate payments, incorrect bill payments, refund delays.
• Account issues: Problems with account access, profile updates, or data deletion requests.
• Service issues: Disruptions in service availability, technical glitches, or inaccuracies in information provided.
• Customer support: Dissatisfaction with the quality or responsiveness of customer support.

Grievance Redressal Process

QPay provides a multi-level grievance redressal process to ensure your concerns are addressed promptly and effectively:

Level 1: App or Website Dispute Feature

• For immediate assistance with transaction-related issues, use the "Dispute" or "Report a Problem" feature within the QPay App or website. This allows you to directly report issues with specific transactions and initiate a resolution process.

Level 2: Contact Customer Support

• If you have a general grievance or your Level 1 dispute is not resolved to your satisfaction, contact our customer support team through email at [email protected]. Provide clear details of your grievance, including relevant transaction IDs or account information.

Level 3: Escalation to Grievance/Nodal Officer

• If your grievance remains unresolved after contacting customer support, you can escalate it to our Grievance/Nodal Officer:

Grievance/Nodal Officer: Ram

Email Address: [email protected]

Address: H- 28, Ponvizha Nagar, Tirunelveli-627007

• When contacting the Grievance Officer, please provide the following information:
• Your name and contact details
• A clear description of your grievance
• Any supporting documents or evidence
• Details of your previous communication with customer support

Level 4: Contact BBPS Operator or Payment Gateway

• If your grievance is specifically related to the BBPS bill payment process or the payment gateway, you can contact MobiKwik (BBPS operator unit) or Cashfree (payment gateway) for assistance. Their contact details can be found on their respective websites.

Level 5: Escalation to RBI

• If you have exhausted all previous levels of grievance redressal and your issue remains unresolved, you can escalate your complaint to the Reserve Bank of India (RBI) through their Integrated Ombudsman Scheme. You can find information about the RBI's complaint filing process on their official website.

Resolution

• At each level, the responsible party will acknowledge receipt of your complaint within 120 business days and will make every effort to resolve your grievance within 7 business days of receiving all necessary information.

Confidentiality

• QPay will treat all grievances with confidentiality and will only disclose information to those who need to know in order to investigate and resolve the grievance.

No Retaliation

• QPay prohibits any form of retaliation against users for raising grievances in good faith

Updates to the Grievance Policy

• This Grievance Policy may be updated from time to time. We will post the updated policy on our website and app.

Contact Information

• If you have any questions or concerns about this Grievance Policy, please contact us at [email protected].