Grievance Policy – VAS

DEFINITIONS AND INTERPRETATION

1. Definitions

“Applicable Laws” means all applicable laws, statutes, enactments, acts of central or state legislature, ordinances, rules, regulations, notifications, guidelines, directions, directives, policies, circulars, decisions and any other pronouncements issued in accordance with the Companies Act, or any other law applicable to the jurisdiction of India by any central, state, local, or other governmental, administrative or regulatory authority exercising executive, legislative, judicial, regulatory or administrative functions of or pertaining to the government.

“Board” means the board of directors of PayU Payments.

“Companies Act” means the Companies Act, 2013, and rules and regulations issued thereunder, as amended from time to time.

“Customer” means the Customer who has availed of Lending products

“Grievance” means any complaint, dispute, disagreement by a customer arising as a result of and/or relating to the services and products provided by PayU Payments.

“Grievance Redressal Mechanism” is the internal grievance redressal mechanism of PayU Payments for addressing and resolving complaints received from the Customers.

“Grievance Redressal Policy” means this grievance redressal policy adopted and implemented by PayU Payments, as may be amended from time to time.

“PayU Payments” means PayU Payments Private Limited, a private limited company incorporated under the provisions of the Companies Act, 2013.

“Merchant” shall mean an individual, body corporate, an entity or any other body, on-boarded with PayU Payments (directly or through some other Merchant) for purpose of availing technology enabled Platform for lending products provided by PayU Payments.

“Partner(s)” means the Merchant and/or the PPI Issuer, as the case may be.

 

 

INTRODUCTION

2. Background

2.1 PayU Payments is a private limited company incorporated under the provisions of the Companies Act, 2013 and is currently engaged amongst others in the business of providing technology enabled settlement services, settlement processing services, lending and financial products[A1]  together with certain collection services to different kinds of business entities,  PayU Payments provides technology solutions for sourcing and origination of the Credit Facilities to be extended by partner NBFC (which shall include maintenance of a website, mobile app and any other physical or digital interfaces used to interact with the Borrower(s)).

2.2 For the convenience of the Customers using lending products provided by partner NBFC, and to offer optimum support, PayU Payments has set up a Grievance Redressal Mechanism for addressing Customer complaints and grievances through a proper channelized approach, including a review mechanism to promptly redress all Customer grievances.

 

3. Objective

Objectives of this Grievance Redressal Policy are to:

3.1.1. treat all Customers fairly and consistently and conduct operations in accordance with prevailing industry standards and regulatory/statutory requirements; and

3.1.2. make PayU Payments’s redressal channels effective and meaningful by putting in place a structured system to ensure that Customer complaints are redressed seamlessly and well within the committed timeframe.

4. Overview

This Grievance Redressal Policy is divided into the following parts:

Part 1 (Grievance Redressal Mechanism) describes the Grievance Redressal Mechanism adopted by PayU Payments;

Part 2A (Registration of Complaints) provides a framework for registration and handling of Customer complaints;

Part 2B (Registration of Complaints) provides a framework for registration and handling of complaints

Part 3 (Time Estimate) provides a time estimate for handling and resolution of Customer complaints;

Part 4 (Review and Oversight) sets out the general terms and conditions, and procedural aspects for evaluation and review of this Grievance Redressal Policy.

PART 1

GRIEVANCE REDRESSAL MECHANISM

5. Principles

• • 5.1. The principles governing the Grievance Redressal Mechanism are as follows:

  
  

• • 5.1.1. to establish a robust Grievance Redressal Mechanism for PayU Payments;

  
  

• • 5.1.2. to constantly devise newer and smarter mechanisms to receive and redress Grievances;

  
  

• • 5.1.3. to guide and enable all employees of PayU Payments to work in good faith and without prejudice to the interests of the Customers;

  
  

• • 5.1.4. to prioritize redressal of Grievances of Customers with disabilities;

  
  

• • 5.1.5. to redress the Customer’s Grievances arisen on account of services provided by any outsourced agency;

  
  

• • 5.1.6. to deal with all Grievances in a prompt, efficient, timely and courteous manner;

  
  

• • 5.1.7. to treat all Customers fairly at all times;

  
  

• • 5.1.8. to keep the Customer informed about the mechanism to address their complaints, concerns and grievances within PayU Payments; and

  
  

• • 5.1.9. to analyze and implement the feedback received from Customers on a continuous basis.

  
  

• • 5.1.10. Redressal of Grievances of a Customer with disabilities will be prioritized once a formal request is made and proof of disability is furnished by such Customer. If any Customer requests for a hard copy of agreement, statements or any other documents, a copy of which has already been provided to the Customer in soft copy, such hard copy may be provided to the Customer by PayU Payments and/or the Partner(s) after levying, at their respective discretion, a charge of a nominal amount.

  
  

6. Team Sensitization on Handling Complaints

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The following officers are responsible for handling the grievances of Customers:

• • 6.1. Grievance Redressal Officer (“GRO”)

  
  

• • 6.1.1.Appointment: PayU Payments shall appoint a GRO

  
  

• • 6.1.2. Role: The GRO has the responsibility to handle grievances of the Customers.

  
  

• • 6.1.3. The GRO may be assisted by a team comprising of any individuals as may deemed appropriate from time to time.

  
  

• • 6.1.4. The team handling Grievances from Customers:

  
  

• • 6.1.4.1. undergoes training to ensure that the Grievances and queries from a Customer are handled in an appropriate manner in accordance with this Grievance Redressal Policy; and

  
  

• • 6.1.4.2. are encouraged to work in a manner which helps PayU Payments in offering a first time, efficient and speedy resolution.

  
  

PART 2A

REGISTRATION OF COMPLAINTS

7. Manner of Registering Complaints –

A Customer can register Grievances in accordance with the process set out in this Grievance Redressal Policy. PayU Payments follows a ‘two level’ process for registering and addressing all Grievances as described below.

7.1. Level-1 –Customer Service Team:

Approach : 7.1.1. A Customer can approach PayU Payments in the following manner within 30 days from the date of the Grievance: PayU Merchants : Through the chatbot and email address as made available on the ‘contact us’ page on www.payu.in

7.1.2. Acknowledgement:

• • • 7.1.2.1. All Grievances received in the manner set out in paragraph 7.1.1 above (i.e., by e-mail or through the online website compliant mechanism) are acknowledged by a system generated response or via individual emails (to the extent possible).

    
    

• • • 7.1.2.2. The Customer will be given a ticket bearing a reference number for all future communication around the particular complaint. The aspects relating to quoting the ticket number in future communications is provided below.

    
    

• • • 7.1.2.3. The customer support team initiates action on the Grievance and where necessary contacts the Customer for any additional details as may be necessary to address the Grievance.

    
    

• • • 7.1.2.4. The Customers are kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing any Grievance.

    
    

• • • 7.1.2.5. The BNPL Customers are informed via e-mail or other modes of communication as may be available about the follow up action and the turn around times for complaint resolution.

    
    

7.1.3. Resolution:

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• • • 7.1.3.1. All Grievances received are resolved within the timelines set out in paragraph 9 below.

    
    

• • • 7.1.3.2. In case any Grievance takes more than the specified resolution time, the Customers are:

    
    

• • • • i. intimated accordingly; and

      
      

• • • • ii. kept updated on the progress / status of the Grievance on a periodic basis until the Grievance is resolved.

      
      

7.1.4. Customer Grievance Redress Escalation

In case the Customer:

• • • 7.1.4.1. does not receive a response within the timelines set out in Level 1; or

    
    

• • • 7.1.4.2. is dissatisfied with the response received from PayU Payments,

    
    

• • • 7.1.4.3. the Customer may escalate the Grievance to the next level as indicated below.

    
    

7.2. Level 2 –First Appeal –Customer:

• • • 7.2.1. In case there is no response within the defined timeframe for Level 1 or in case the response provided is not satisfactory, the Customer can escalate the matter to:

    
    

Nodal Officer:

Name	Kamlesh Kaul
Address	PayU Payments Private Limited BESTECH BUSINESS CENTER, 9th Floor, Badshahpur Sohna Rd Hwy, Tatvam Villas, Dhani,Sector 48, Gurugram, Haryana 122004
Email	Nodalofficer.capital@payu.in
Working days	Monday to Friday – Excluding National Holidays
Working Window	10 am to 5 pm

• • 7.2.2. All escalations received under Level 2 are acknowledged and a resolution is provided within the timelines set out in paragraph 8 below.

  
  

• • 7.2.3. In case any escalation takes more than the specified resolution time, the Customers are:

  
  

• • i. intimated accordingly; and

  
  

• • ii. kept updated on the progress / status of the escalation on a periodic basis until the escalation is resolved.

  
  

• • 7.2.4. While making an escalation under Levell 2, the Customer is required to send an email to the Nodal officer setting out a full description of the Grievance and all necessary details and discrepancies due to which the Grievance could not be resolved.

  
  

PART 3

TIME ESTIMATE

8. 8. Time Estimates

• • • 8.1 PayU Payments endeavours to address all Grievances within the below mentioned timelines, except where an investigation is involved in resolving the same:

    
    

• • • 8.2. Level 1 – Customer Service Team

    
    

Response to a Customer’s query / concern	24 Business hours
Follow-up queries	48 Business hours
Customer grievances resolution process	15 Business days

• • • 8.3. Level 2 – First Appeal

    
    

Acknowledgement	24 Business hours
Further response	5 Business days

PART 4

REVIEW AND OVERSIGHT

1. 1. 9. Board Approval

   
   

The Board has reviewed, approved and adopted this document as Grievance Redressal Policy of PayU Payments.

1. 2. 10. Periodicity of Review

   
   

This Grievance Redressal Policy will be reviewed by the Board on a periodical basis as may be deemed appropriate by the Board.

1. 3. 11. Amendments

   
   

• • • 11.1. Any amendments to this Grievance Redressal Policy will be reviewed and approved by the Board.

    
    

    • 11.2. Provisions of this Grievance Redressal Policy are subject to amendments in accordance with Applicable Laws (including rules, regulations, notifications) on the subject as may be issued, from time to time. In case any provisions of this Grievance Redressal Policy are inconsistent with Applicable Laws (including any subsequent amendment(s), clarification(s), circular(s), etc.) then such provisions of Applicable Laws shall prevail over the provisions hereunder and this Grievance Redressal Policy shall be deemed to have been amended to such extent.

    
    

1. 4. 12. Publication

   
   

This Grievance Redressal Policy shall be published on PayU Payments’s website for the information of various stakeholders.