Grievance Policy

OBJECTIVE

A Customer Complaint is an expression of dissatisfaction from a Customer, requiring a response, about business activities performed by ESANA TECH PRIVATE LIMITED. A Customer is the focus of the organization’s products, services and people and an organization’s growth is largely dependent on the satisfaction of the Customer. This document outlines a structured grievance redressal mechanism to inform customers about the various channels available to them to escalate their complaints with respect to any grievances arising from availing the services of ESANA TECH PRIVATE LIMITED.

This policy details a mechanism for receiving and redressing Customer grievances courteously, promptly and satisfactorily.

There are various channels, where a customer can lodge his/her grievance –in person, by telephone, through website & email. If a complaint received by any of the above channel are not resolved within the prescribed time frame or he/she is not satisfied with the resolution offered, he/she can approach Customer Service Head of ESANA TECH PRIVATE LIMITED through email/ call and if still not satisfied by the response he/she can approach Nodal officer appointed by ESANA TECH PRIVATE LIMITED.

In case, the Customer is not satisfied with response/ resolution of ESANA TECH PRIVATE LIMITED, he/she can reach to Ombudsman with his/her complaint or resort to other legal avenues for grievance redressal.

SCOPE

This policy is applicable to all products and services offered by ESANA TECH PRIVATE LIMITED under the PPI and PAPG operation and should be read in conjunction with the related operational guidelines issued from time to time.

PRINCIPLES GOVERNING THE GRIEVANCE POLICY

ESANA TECH PRIVATE LIMITED’s policy on grievance redressal is governed by the following principles:

1. Customer shall be treated fairly at all times.
2. Complaints raised by customers shall be attended with courtesy and in time.
3. Customers are provided with effective and satisfactory resolution within an acceptable time period

GUIDELINES FOR HANDLING GRIEVSANCE

Guidelines for handling grievances / complaints of Customer has been put in place as below to ensure adequacy of response, response time, prompt closure, entry into a tracking system and analysis of recurring issues and trends.

1. While handling the complaints record keeping requirements and local laws and regulations must also be adhered to. All Customer interaction related to the complaints/ request should be preserved for future reference as per the System of ESANA TECH PRIVATE LIMITED. All complaints/grievance are recorded in our Customer Relationship Management (CRM) system.
2. Customer are provided with the Customer reference ID to facilitate follow-up, if required for future references.
3. Acknowledgment is provided to the Customer for complaints received.
4. Timelines are defined for the resolution.
5. Close looping is done by communication of resolution to the Customer
6. CRM is updated with every communication – i.e. email/Call to the Customer
7. Periodic reporting and review by senior management
8. Analysis of recurring issues and trends

REVISION

This document will be reviewed annually by the Regulatory-Compliance team of ESANA TECH PRIVATE LIMITED. The policy may also be reviewed in case of any change in the Policy Guidelines as released by RBI. In case, any changes are approved, the same will be made available to staff / concerned personnel / contractors.

LEVEL 1.

1.Our customers can register their grievances with us through various touch points:

• Dedicated call center – +91 93277 57575 
• By writing an email to info@linkezpay.com
• By Visiting website  https://www.linkezpay.com
• Mobile App: LinkEzPay App
• Customer can also contact Customer Care by sending letters through post/courier at CM-51/C-3 BH NICE SCHOOL,DWARKAPURI,KALIYABID,Bhavnagar,Bhavnagar,Gujarat,India-364002

2. A dedicated team reviews all such grievances received and provides a resolution to the customer on priority basis. All such Grievances are entered into our Complaint Management System for further resolution.

3. An acknowledgement is sent/communicated to the Customer acknowledging his/ her complaint/grievance on receipt of the complaint/grievance.

4. If the Customer is not satisfied with the resolution provided by grievance cell, the Customer can go for next level of escalations.

LEVEL 2.

Customer Service (CS) Head

If a customer needs to further escalate his/her complaint, he/she can write to the info@linkezpay.com

With this multi-layered and robust grievance redressal mechanism, ESANA TECH PRIVATE LIMITED not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.

Responsibilities of Customer Service Head

1. Review the grievances received and resolve in co-ordination with departmental heads.
2. Liaise with respective functions for speedy closure of complaint.
3. Regularly review and suggest revisions (if needed) in the grievance handling procedures for ESANA TECH PRIVATE LIMITED
4. CS Head would share findings and relevant gaps in the existing processes and work with process owners to put in place corrective actions.
5. To ensure that the Grievance Redressal Team is promptly handling all grievances received
6. Simultaneously, Grievance Cell logs an interaction in CRM.

LEVEL 3.

Nodal Officer

If the Customer is still not satisfied with the resolution provided by CS Head, he/she can approach Grievance Redressal Cell by writing to Nodal Officer.

Nodal Officer is a representative of Customer/ Merchant and ensures appropriate resolution by interfacing with different functions within LinkEzPay.

Customer can contact Nodal Officer by email or by sending letters at below mentioned address:

Name: Mr. Kishan Dave
ESANA TECH PRIVATE LIMITED

Email : info@linkezpay.com

LEVEL 4.

RBI Ombudsman:

Any person may file a complaint free of cost with the Ombudsman for Digital Transactions having jurisdiction on any one of the grounds alleging deficiency in service. The salient feature of the Ombudsman scheme is available on the company website and can be requested from the Customer Service Head / Nodal Officer at the above mentioned address.

The complaints under the Scheme can be filed online on https://cms.rbi.org.in". Complaints can also be filed through dedicated Email Id CRPC@rbi.org.in and physical form, including postal and hand- delivered complaints, addressed and sent to the Centralised Receipt and Processing Centre - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.

Grievance management is supported by integrated CRM system. The main functionalities of the system are:

Complaints and Grievance Redressal

Any complaints or concerns in relation to your Personal Information or content of this Website or any dispute or breach of confidentiality or any proprietary rights of User during use of the Website or any intellectual property of any User should be immediately informed to the Grievance cum Nodal Officer at the co-ordinates mentioned below in writing or by way of raising a grievance ticket through the hyperlink mentioned below:

Grievance cum Nodal Officer

Kishan Dave

ESANA TECH PRIVATE LIMITED

ADDRESS:

CM-51/C-3 BH NICE SCHOOL,

DWARKAPURI,KALIYABID,Bhavnagar,

Bhavnagar,Gujarat,India-364002

Ph: +91 93277 57575

E-mail: info@linkezpay.com