Customer Grievance Redressal

Grievance Redressal Policy

A structured grievance redressal mechanism for customers, regulators and other parties to escalate complaints and obtain resolution.

Objectives and Scope

This policy outlines a structured grievance redressal mechanism available to customers, regulators and other parties for escalating their complaints to obtain a resolution. Rupiyo Digital strives to provide best-in-class service delivery and has a dedicated customer care team that operates 24X7 for addressing such complaints.

Redressal Matrix

Type	Name & Contact Details	Details
Level 1	Customer Care Team Care@rupiyodigital.in +91 9555644585	Rupiyo Digital Customer Care team will acknowledge the complaint with a ticket number. Response/Resolution TAT – Please refer the product-wise timeline for 1st level resolution as enclosed. If a case needs extra time, Rupiyo Digital customer care team will inform the same along with reasons to the customer.
Level 2	Senior Support Team Support@rupiyodigital.in +91 8368221899	In case Level 1 resolution is not satisfactory, customer can escalate the same to the Senior Support Team. Note: Ticket number of 1st level and email response from Grievance team is mandatory. Response/Resolution TAT – 5 Working Days
Level 3	Grievance Redressal Team Grievances@rupiyodigital.in +91 9212102553	In case Level 2 resolution is not satisfactory, customer can escalate the same to the Grievance Redressal Team. Note: Unresolved ticket number of 1st level is mandatory. For any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and directly send a mail to the Grievance Escalation Team. Note: Calls to the Grievance Redressal team shall be attended on (working days) Monday to Friday between 10.30 A.M to 6.30 P.M. Response/Resolution TAT – 5 Working Days

Type

Name & Contact Details

Details

Level 1

Customer Care Team
Care@rupiyodigital.in
+91 9555644585

Rupiyo Digital Customer Care team will acknowledge the complaint with a ticket number.

Response/Resolution TAT – Please refer the product-wise timeline for 1st level resolution as enclosed.

If a case needs extra time, Rupiyo Digital customer care team will inform the same along with reasons to the customer.

Level 2

Senior Support Team
Support@rupiyodigital.in
+91 8368221899

In case Level 1 resolution is not satisfactory, customer can escalate the same to the Senior Support Team.

Note: Ticket number of 1st level and email response from Grievance team is mandatory.

Response/Resolution TAT – 5 Working Days

Level 3

Grievance Redressal Team
Grievances@rupiyodigital.in
+91 9212102553

In case Level 2 resolution is not satisfactory, customer can escalate the same to the Grievance Redressal Team.

Note: Unresolved ticket number of 1st level is mandatory.

For any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and directly send a mail to the Grievance Escalation Team.

Note: Calls to the Grievance Redressal team shall be attended on (working days) Monday to Friday between 10.30 A.M to 6.30 P.M.

Response/Resolution TAT – 5 Working Days

*Regulatory Bodies, Law enforcement agencies and Partner Service Providers are requested to reach out directly to the Grievance Officer for speedy redressal.

Please Note

Customers are advised to follow the hierarchy of the redressal matrix. Skipping levels in the redressal matrix may lead to failure in acknowledgement and resolution of grievances.
Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes.

Company Address

Rupiyo Digital Private Limited
LG-354, Gaur City Center, Greater Noida (West),
Uttar Pradesh, Pin – 201318, INDIA