Grievance and Redressal policy (Payment)

Last Updated On: 25th August 2025

1. Introduction

In the present scenario of competitive world, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity.

Nehat Tech Solutions Private Limited (”the Company” or “our” or “we” or “us”) as a technology focussed and service-oriented organization considers customer service and customer satisfaction both as prime concern. The Company believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing clientele base.

This Policy document aims to minimize the instances and recurrences of Customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of Customer’s complaints and grievances. The review mechanism would help in identifying shortcomings in product features and service delivery to satisfy the customer.

2. Objectives

The objective of the policy is to ensure that:

1. All customers are treated fairly and without bias at all times
2. All issues raised by customers are dealt with courtesy and resolved on time
3. Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint

3. Key definitions

1. Customers mean and include Merchants and Vendors.
2. Complaint / Grievance- A complaint is a communication alleging deficiency in service and seeking relief by the customer for a service deficiency.
3. Turn Around Time (TAT) – Timeline to resolve the issue,
4. Escalation Levels will mean the three level ( Level 1, Level 2 and Level 3) process for redressing Customer grievance

4. Grievance filing mechanism

Modes available to the User for registering a complaint with us:

1. Customer support/ Helpline no.– Customers can reach out to our customer support on our helpline no.+91 85304 90475 available 12x6
2. Email – Customers can choose to send their complaint via email to[email protected]
3. Letter (via courier)– Customers can choose to submit their complaint/ grievance or feedback in writing, in person/ via mail to the office address displayed at the website.

5. Registration of Complaints/Grievance

All grievance complaints will be registered centrally on the Company’s Ticketing system & complaints would be acknowledged by Email.

6. Acknowledgement and processing of grievance request

Where the customer shares feedback, the customer will be acknowledged via phone/ in writing on the status of feedback. If the customer files a complaint, then each complaint will be assigned a Unique Ticket Number (‘UTN’) which will have the CRM Ticket ID. In case of a complaint, customers will be provided with the UTN along with a tracking facility to check the status of the resolution by using the allotted UTN on any of the aforementioned modes.

7. Turn around time (TAT) for redressal of grievance

Team would acknowledge within four (4) hours from the time of receiving the complaint, however resolution would depend on various factors both internal & external. The customer would be kept informed at all intervals; the case/complaint would be escalated to the next level in case of non-resolution within 7 business days.

8. Details of Grievance & Nodal officer Details:

Name of the Grievance Officer: Mr. Nagesh Shet

Contact information:[email protected]

Name of the Nodal Officer: Mr. Nagesh Shet

Contact information:[email protected]

9. Resolution & Closure of grievances

Where grievances pertain to transactions / operations primarily responsible for the resolution of complaints/grievances. It is the foremost duty of the customer support team to see that the complaint is resolved to the customer’s satisfaction and if customer is not satisfied, then to provide alternate avenues to escalate the issue.

10. Nehat Tech Solution Pvt Ltd Grievance Escalation Matrix

We will ensure that complaints are disposed of within a period of thirty (30) business days of its receipt. We will share the details of resolution or rejection of the complaint, with reasons thereof in writing.

11. Maintenance of records

The record of complaints including the below will be preserved and maintained as required under the applicable regulations:. 

1. Nature of grievances/ complaints received; 
2. Current status;
3. Resolution provided; and 
4. Closure of the grievance. 

12. Complaints Review and Analysis

The Senior Management Team of the Company will periodically review major areas of customer grievances / feedback received. The team would also examine all issues that have a bearing on the quality of customer service. The review and analysis will include:. 

1. Complaints received and resolved beyond the prescribed TAT; 
2. Number and type of complaints escalated;
3. Reason for spike in a particular type of complaint; and 
4. Any deficiency in the manner the complaints are handled etc. 

The Company will make necessary changes to ensure similar issues do not occur again based on such review and analysis. 

13. Review of Policy

The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board. 

The reviews will consider the following: 

1. Internal factors (changes in organizational structure or products /services offered) 
2. The overall performance of the grievance redressal mechanism, and
3. The results of the audit/ review, if any conducted during the year. 

Any such updates/ changes to this Policy will be approved by the Board and communicated to the relevant customers/ staff/ stakeholders. 

14. Roles and Responsibilities:

The Customer Grievance team shall ensure timely and accurate communication with customers regarding grievance complaint, queries and escalation, based on the agreed procedure between Nehat Tech Solutions Pvt Ltd and the Bank. 

The Customer Grievance team is also responsible for coordinating with internal stakeholders and ensuring that any required reports or data are submitted to regulatory bodies as per the specified timelines. 

The following personnel’s would be involved in preparation and review of the below-mentioned reports. Either of the individual will be sharing the same to RBI per the provided timeline.