1.1 PayU Payments Private Limited (“PayU Payments”) acts as an intermediary between its business customers (“Merchants”) and the end users (“Consumer”) by aggregating various payment instruments to facilitate online transactions. The Reserve Bank of India (“RBI”) vide notification dated 17 March 2020 bearing reference number RBI/DPSS/2019-20/174 DPSS.CO.PD.No.1810/02.14.008/2019-20 as amended, restated, clarified and modified from time to time (“PA Guidelines”) has laid out regulations for PayU Payments’ payment aggregation business.
2: Values and Aims
2.1 PayU Payments values and aims to assure a transparent approach towards resolution of grievances of Merchants or Consumers and has to that end formulated and implemented this CGR Policy. While PayU Payments continues to aim to minimizing instances of grievances, this customer grievance redressal policy of PayU Payments (“CGR Policy”), which has been approved by the board of directors of PayU Payments, seeks to create a channelized approach, review mechanism and prompt redressal of grievances of Merchants or Consumers in a timely manner.
3: Scope & Applicability
3.1 This CGR Policy outlines a structured grievance redressal mechanism available to Merchants and Consumers for raising their grievances to PayU Payments and the manner in which PayU Payments shall or shall attempt to redress such grievances.
4: Key Features
4.1. The grievance redressal process of PayU Payments as outlined in this CGR Policy aims to:
4.1.1. be well defined and publicly disclosed, and be comprehensive
4.1.2. be clearly and easily accessible through one or more channels to Merchants and Consumers
4.1.3. have provisions for resolution of grievances within the timelines specified in the CGR Policy at each stage of resolution
4.1.4. provide to Merchant and/or Consumer the facility to keep track of the grievance throughout the resolution process
4.1.5. and have a well-defined escalation matrix with level 1 escalation being pre-requisite to level 2 and level 3.
5: Team sensitisation on handling complaints
5.1. PayU Payments’ Merchant or Consumer support team undergoes training as may be necessary to ensure that Merchants’ or Consumers’ queries and grievances are handled in an appropriate manner. The support team is encouraged to work in a manner which helps PayU Payments in offering effective and efficient resolution which in turn builds the trust and confidence of Merchants and Consumers.
6: Team sensitisation on handling complaints
6.1. At PayU Payments, the Merchant and/or Consumer experience is one of our priorities. The Merchant or Consumer experience is constantly analysed and remedial measures suitably implemented on the basis of grievances received from Merchants or Consumers. Therefore, a mechanism is sought to be initiated for analysis and requisite action at the grass root levels towards rectification of any recurring concerns or grievances that may be identified. This helps in improving the overall quality of the service levels on a continuous basis and allows PayU Payments to remain Merchant and Consumer centric in its operations.