Grievance Redressal Policy
Our commitment to prompt and effective customer issue resolution.
1. Policy Statement and Scope
At **KGIPAY**, a service of **KGI Tech Private Limited**, we are committed to providing prompt and effective resolutions to customer grievances. This policy is designed to facilitate easy complaint registration and ensure timely resolution for any issues our customers might encounter.
2. Complaint Registration Methods
- **Web Portal:** Submit your complaint through our dedicated support page at: Contact Us
- **Email:** For any complaint, write to us at: support@kgipay.com
- **Post / Courier:** You may also send written complaints to:
The Nodal Officer,KGIPAY[Your Registered Office Address Placeholder, e.g., No. 14/2, Bangalore 560025, India]
3. Escalation Process
We ensure every complaint is handled promptly. If a resolution is not reached at the initial stage, complaints can be escalated as per the structured process detailed below.
Level 1: Initial Complaint Submission
- **Action:** Provide a detailed description of your complaint along with any supporting documentation.
- **Acknowledgment:** You will receive an acknowledgment email with a reference number within **48 hours**.
- **Response:** We aim to provide a first response within **48 hours**, either resolving the issue or informing you of a required delay.
- **Resolution Time:** The maximum time to resolve the complaint is **10 business days** from submission.
Level 2: Assistant Nodal Officer
If the issue is not resolved within the Level 1 timeframe (10 business days), customers can escalate the complaint to the Assistant Nodal Officer:
ASSISTANT NODAL OFFICER : [Name Placeholder]
Email: assistantnodalofficer@kgipay.com
Address: [Your Registered Office Address Placeholder, e.g., No. 14/2, Bangalore 560025, India]
Response Time: The Assistant Nodal Officer will aim to provide a final response within **20 business days**.
Level 3: Nodal Officer
If the complaint remains unresolved after the Level 2 timeframe (20 business days), customers may escalate to the Nodal Officer:
NODAL OFFICER : [Name Placeholder]
Email: nodalofficer@kgipay.com
Address: [Your Registered Office Address Placeholder, e.g., No. 14/2, Bangalore 560025, India]
Response Time: The Nodal Officer will provide a resolution, or an extension request within **30 business days** of receiving the complaint.
Escalation Matrix Summary
| Level | Designation | Response/Resolution Time |
|---|---|---|
| Level 1 | Customer Support Team | 10 business days |
| Level 2 | Assistant Nodal Officer | 20 business days |
| Level 3 | Nodal Officer | 30 business days |
4. Service Level Agreement (SLA)
For all complaint submission channels, **KGIPAY** aims to resolve issues within the following maximum timeframes:
| Complaint Channel | Maximum Resolution Time |
|---|---|
| Web Portal | 30 business days |
| 30 business days | |
| Post / Courier | 30 business days |
5. Glossary
- Payment Aggregator (PA):
- An entity that allows merchants to accept various payment instruments through a centralized system without needing separate payment integrations.
- Payment Gateway (PG):
- A technology infrastructure that facilitates the routing and processing of online transactions without directly handling funds.
- Customer Delight Representative:
- A member of our customer support team who acts as the first point of contact for customers seeking assistance with complaints.
Conclusion
At **KGIPAY**, your satisfaction is our utmost priority. This Grievance Redressal Policy reflects our commitment to addressing and resolving your concerns with transparency, efficiency, and professionalism. We strive to create a seamless and trusted experience for you at every step of your journey with us.