OTPAY India Private Limited (also referred to as Instaape) (hereinafter referred to as the 'Company') believes that customer service is its highest priority as that is what drives growth and continuous business. The Company believes that prompt, efficient, and transparent service is critical to build long lasting customer relationships. The Company is determined to ensure expeditious and efficacious handling of the customer Grievances, as well as prompt remedial & preventive action (inclusive of amendment of the Mechanism, as and when required) with the objective to avert repetitiveness.
Whereas, the Company is involved in the business of providing FinTech services to the customers with a goal to merge technology with finance.
Whereas, the Company maintains a strict policy of complying with all the rules and regulations presented by the Reserve Bank of India (RBI), guidelines under the Payments and Settlement Systems Act, 2007 and the Information Technology Act, 2000.
Preamble
As per the notifications issued by the Reserve Bank of India (RBI) under notification number DPSS.CO.PD.No.1810/02.14.008/2019-20 dated March 17, 2020 further updated on November 17, 2020 which specifies the Guidelines on Regulation of Payment Aggregators and Payment Gateways, and in accordance with the sections set forth in the Payment and Settlements System Act, 2007, every intermediary is required to follow the Grievance Redressal Policy.
Whereas, Section 9 (1) of the Guidelines on Regulation of Payment Aggregators and Payment Gateways states that PAs shall put in place a formal, publicly disclosed customer grievance redressal and dispute management framework, including designating a nodal officer to handle the customer complaints / grievances and the escalation matrix. The complaint facility, if made available on website / mobile, shall be clearly and easily accessible.
Whereas, Section 9 (3) of the Guidelines on Regulation of Payment Aggregators and Payment Gateways states that PA’s shall have a dispute resolution mechanism binding on all the participants which shall contain transaction life cycle, detailed explanation of types of disputes, process of dealing with them, compliance, responsibilities of all the parties, documentation, reason codes, procedure for addressing the grievance, turn-around-time for each stage, etc.
- Definitions:
- Company refers to OTPAY India Private Limited (also referred to as Instaape).
- Customer refers to all the individuals availing our services through website, mobile application, or merchant services.
- Customer Service refers to the service being provided to the customers which shall be inclusive of before and after the usage of the products and services of the Company.
- “Grievances or complaint” includes any communication that expresses dissatisfaction, in respect of the conduct or any act of omission or commission or deficiency of service and in the nature of seeking a remedial action but do not include the following—
- Complaints that are incomplete or not specific in nature.
- Communications in the nature of offering suggestions.
- Communications seeking guidance or explanation.
- Nodal Officer shall refer to the official who has been given the responsibility of resolving the disputes of the customer.
- Mechanism refers to the policy set forth for the resolution of grievances of the customers.
- Objectives
- Whereas, the Company understands that despite striving to achieve high standards of customer service excellence, there can be gaps in existing service delivery. Therefore, it is critical and of utmost importance to provide an appropriate system and process to customers to share their Grievances.
- Whereas the Company aspires to create robust systems and processes to ensure effective and timely solutions to Grievances with an impartial approach to set higher benchmarks towards effective stakeholder engagement. We have ensured that all employees of the company are aware and well versed with our Customer Grievance Redressal Mechanism (“Mechanism”). Our Mechanism is based on following principles:
- Customers are always treated equitably without any prejudice at all instances
- Grievance raised by customers are acknowledged attentively and dealt with courtesy in a timely manner and address the key questions on why the complainant feels aggrieved or dissatisfied
- Customers are provided with multiple touch points to submit their Grievances
- Customers are facilitated and sensitized about their rights in the Company and mechanism to convey their Grievances as well as their rights pertaining to alternate remedies in the Company if they are not satisfied with the resolution of their Grievances
- Grievances are investigated and redressed in a time bound and transparent manner
- Grievances are reviewed and critically analyzed to improve the existing processes and systems to ensure that the re-occurrence of such Grievances are minimized
- Additionally, on the basis of the Mechanism set forth herein, the Company shall ensure that an appropriate Mechanism subsists for the purpose of receiving and addressing Grievance from its customers, with the aim of resolving the Grievance equitably and expeditiously.
- Whereas, the Mechanism encompasses adherence to the provisions of digital lending, payment aggregator and DCI-PSS guidelines and other such regulations stipulated by Reserve Bank of India (RBI) and Payments and Settlements System Act, 2007.
- Further any customer having a Grievance with respect to the product and services offered by the Company may reach out to the Company through any of the following channels:
Call: 02048558066
Email: info@instaape.com
Write a letter to the address: OTPAY India Private Limited, 02-A, A Building, 4th Floor, City Vista Kharadi, Pune, Maharashtra- 411014
- Registration of Grievance:
- Customers are requested to necessarily provide the details which shall be inclusive of the below mentioned pointers for the Company to effectively resolve the issues pertaining to the usage of the products and services:
Details of Products for which Grievance is made
Date of Application submitted
Details of Grievance
Valid Contact Information including Phone No. & E-mail ID registered with the Company at the time of registration for availing the services of the Company.
- Acknowledgment of the Grievance:
- Whereas, an acknowledgement of the grievance shall be sent over to the customer within a stipulated time period of 48 hours from receiving the grievance to the customer service team.
- Whereas, the company shall hold proper inspection and examination of the grievance and shall effectively move forward with the resolution of the grievance within a stipulated time period of 30 days from providing an acknowledgement for the same.
- Redressal of the Grievance:
- The grievance shall be forwarded to the company by the customer in the set format provided above in the mechanism, which shall be acknowledged and further examined and resolved to provide effective solutions to the customer.
- All the complaints shall be registered in the tracking register along with the electronic modes of tracking set forth, which shall be at the sole description of the company.
- In regards with the instances set forth, if the grievance is resolved within a period of 48 hours, the same shall be communicated to the customers along with the intimation of acknowledgment of the grievance.
- The grievances shall be addressed within a stipulated time period of maximum 30 days, which shall be then communicated to the aggrieved customer.
- The Company aims towards providing superior customer services to the customers, therefore, the company shall track and record such grievances as decided by the company in accordance with the tracking mechanisms set forth by the company, for which the company shall have exclusive rights.
- Complaint details will be kept confidential and shall be shared with other organizations / regulatory authorities only if in accordance with the relevant laws and the subscriber will be kept apprised about the same. Sharing of information otherwise will only be done with a written consent of the subscriber and the same will be done only in circumstances where the input of an external agency / organisation is necessary for resolving the complaint.
- Whereas the Grievance Redressal Policy is accessible to all and it ensures that information is readily available on the modalities of making and resolving complaints. This policy is available on the website and also at the offices of this organization.
- All complaints shall be monitored and marked as closed only after resolution of the subscriber grievance.
- The complaint shall be treated as closed if the complainant has not responded within forty-five days of the receipt of the written response from the organization
Details of the Nodal Grievance Redressal Officer:
- Name: Shivtej Pote
- Email: complaints@instaape.com
- Office Address: OTPAY India Private Limited, 02-A, A Building, 4th Floor, City Vista Kharadi, Pune, Maharashtra- 411014
- Closure of the Grievance:
- Every grievance shall be disposed of within a period of thirty days of its receipt and a final reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing.
- A grievance shall be considered as disposed off and closed in any of the following instances, namely:
- When the intermediary or entity regulated by Authority has acceded to the request of the complainant fully.
- Where the complainant has indicated in writing, its acceptance of the response of the intermediary or entity regulated by the Authority.
- Where the complainant has not responded within forty-five days of the receipt of the written response of the intermediary or entity regulated by the Authority.
- Where the Grievance Redressal Officer has certified under intimation to the subscriber that the intermediary or entity regulated by the Authority has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.
- Where the complainant has not preferred any appeal within forty-five days from the date of receipt of resolution or rejection of the grievance communicated by the intermediary.
- Where the decision of the Company in appeal has been communicated to such complainant.
- Continuous Feedback from Customers
- The Company will also solicit voluntary feedback from customers on an ongoing basis in a bid to improve its customer service quality.
- General
- Notwithstanding anything contained in this Mechanism, the Company shall ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the Company from time to time.
- Review
- This Mechanism is subject to review by the Company as and when necessary.
- This Mechanism shall be subject to the applicable laws including but not limited to the rules, regulations, guidelines, directives and instructions issued by RBI and any other statutory authority from time to time and shall supersede the earlier version of the Mechanism. Any change/amendment in applicable laws with regard to maintenance of an appropriate Grievance Redressal Mechanism shall be deemed to be incorporated in this Mechanism by reference and this Mechanism shall be deemed to have been amended and revised accordingly.
