Customer Grievance Redressal Policy

Objectives and Scope

This policy outlines a structured grievance redressal mechanism available to customers and external partners for escalating their complaints toobtain a resolution. This policy covers all the products/services offered by PayNearby. It aims to improve customer experience and service deliveryby ensuring quick and specific redressal of all customer grievances. PayNearby strives to provide best-in-class service delivery and has a dedicatedcustomer care team operates 24X7 for addressing such complaints.

Redressal Matrix
    • Type
    • Name & Contact Details
    • Remarks
    • Level 1
    • Customer Care customercare@paynearby.in +91 33 6690 9090
    • PayNearby Customer Care team will acknowledge the complaint with a ticket number

      Response/Resolution TAT – Please refer the product-wise timeline enclosed in the Grievance Redressal Policy

      If a case needs extra time, PayNearby will inform the same along with reasons to the customer

    • Level 2
    • Mrs. Supriya Suresh Head – Customer Experience supriya.suresh@paynearby.in
    • In case Level 1 resolution is not satisfactory, customer can escalate the same to Customer Care Head

      Please note: Ticket number of 1st level is mandatory

      Response/Resolution TAT – 3 Working Days

    • Level 3
    • Grievance Escalation Team grievances@paynearby.in +91 44 380 380 42
    • In case Level 2 resolution is not satisfactory, customer can escalate the same to the Grievance Escalation Team

      Please note: Ticket number of 1st level is mandatory

      In case of any unauthorized/fraudlulent transaction reporting, the regulatory authority or customer can skip previous levels and directly mail to the Grievance Escalation Team

      Response/Resolution TAT – 5 Working Days

    • Level 4
    • Nodal Officer escalation.nodalofficer@paynearby.in
    • In case Level 3 resolution is not satisfactory, customer can escalate the same to the Nodal Officer

      Please note: Ticket number of 1st level is mandatory

      Response/Resolution TAT – 3 Working Days

  • Please Note:

    a. 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.

    b. Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes.

  • Click here to download the Grievance Redressal Policy

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

Nearby Technologies Private Limited, 2020