Grievance Redressal Policy

INTRODUCTION

OBOPAY Mobile Technology India Pvt Ltd. (the Company) is engaged in the issuance of Semi-Closed prepaid Instruments that include Wallets now and will include Cards in the near future.

The Company offers safe and easy payment option to every customer for seamless transactions across M-Commerce and E-Commerce domains. The Company has introduced multi-purpose prepaid OBOPAY Wallet (known as “OBOPAY”) which can be used to purchase various goods and services Online/On-mobile/IVRS from affiliated merchants based on “anywhere-anytime” concept which would result in increased sales for all affiliated merchants and safety and convenience for the customer. The Company is helping business organizations to expand markets by supporting sales channels convergence with its payments options.

As a service provider industry, customer service and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanism and prompt redressal of various types of customer complaints.

The Company is in the business of issuance of Semi-Closed prepaid OBOPAY Wallet and is authorized by the Reserve Bank of India (RBI) to operate a Payment System. It is governed by the Payment and Settlement Systems Act, 2007(“the PSS Act”), Regulations made thereunder and the Issuance and Operation of Prepaid Payment Instruments in India (Reserve Bank) Directions, 2009 (“the RBI Guidelines”) laid down by the RBI.

As required under the Master Direction issued by RBI on 11 October 2017 updated on 25 February 2019, the Company has developed a procedure for promptly attending to grievances of the customers in respect of various issues pertaining to OBOPAY Wallet as online payment mode. This is done by setting up an internal two-tier system in the form of “Customer Support” and a grievance redressal mechanism in the form of “Customers Grievance Redressal Support”, as hereinafter laid out.

• This Policy is called the “Customers Grievance Redressal Policy”.
• It shall apply to the business of the Company in India.
• It shall apply only to Semi-closed prepaid OBOPAY Prepaid Instruments business.
• It is available on the website of the Company

DEFINITIONS

• ‘Company’ shall mean OBOPAY Mobile Technology India Private Limited which is carrying on the business of issuance of Prepaid Payment Instruments, payment processing, payment collection and related services by facilitating payment solutions to the Customer for buying goods and services through any digital/electronic medium.
• ‘Complainant’ shall mean the Customer who has a Grievance.
• ‘Customer’ shall mean the holder and/or user of OBOPAY Wallet and/or any of the system participants of the Company.
• ‘Grievance’ shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by or about the standard of service of the Company and/or its representative, in relation to use of OBOPAY Wallet
• ‘OBOPAY Wallet’ shall mean the activated and valid Semi-closed prepaid wallet and all variants of the same issued by the Company
• ‘Redressal’ shall mean the final disposal of the Grievance of the Complainant by the Company.
• ‘System Participant’ shall mean Bank or any other person participating in a payment system and includes the system provider as per the PSS Act.
• ‘System Provider’ shall mean a person who operates and authorizes payment system.
• ‘Week’ shall mean consecutive seven Working Days.
• ‘Working Day’ shall mean any day (other than Sunday & Public Holiday) on which the Company’s Corporate Office is open for business.

PRINCIPLES GOVERNING COMPANY’S POLICY

The Company’s policy on grievance redressal is governed by the following principles:

• Customer shall be treated fairly at all times.
• Complaints raised by customers shall be attended with courtesy and in time.
• Customers shall be fully informed of avenues for grievance redressal within the organization and their right to approach the Company in case they are not fully satisfied with the response of the Customer Support.
• The Company’s Officer-in-Charge of Customer Support shall work in good faith keeping in mind this policy of the Company.

PROCESS TO HANDLE CUSTOMER GRIEVANCES

Grievances by the holder and/or user of OBOPAY Wallet: Two Tier Grievance Redressal System
The Company has established customer grievances redressal machinery functioning at two levels:

• Customer Support
• Customers Grievance Redressal Support

The Company has a Customer Support facility (0900 Hrs to 1800 Hrs Monday to Friday) for effective resolution for operational issues and all the grievances referred to it.

Customer Support:

Customers of OBOPAY’s Corporate Clients to reach out to their respective HR team for any customer complaints. The HR team SPOC to in turn reach out to OBOPAY support team.
The Customer Support is responsible for the resolution of queries of all customers. The functionary in-Charge of Customer Support is responsible for ensuring resolution of all queries received at Customer Support to the customer’s satisfaction.

Customers Grievance Redressal Support

The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Customers Grievance Redressal Support for redressing their grievances.
This Support mechanism, at present, consists of three escalations:

Grievance Redressal Procedure:

• A grievance may be communicated by the Complainant to the Company as per the convenience of the Complainant in physical or electronic mode
• Upon receipt of a grievance, the functionary concerned shall take note of the details thereof
• All grievances received shall be acknowledged within three working days from the receipt of grievance
• The Committee shall resolve every grievance within 21 working days from the date of receipt of the grievance.

Final Redressal and Closure of Grievance:

Grievance shall be treated as finally redressed and closed in any of the following circumstances:

• Where the Complainant has communicated his acceptance of the Company’s decision on redressal of grievance communicated by Customer Support or
• Where the Complainant has not communicated his acceptance of the Company’s decision, within 1 (one) week from the date of communication of decision by the Customer Support of the Company

For quick reference, the contact details are provided herein below:

• Customer Care Number – 8123275471
• Customer support email – indy@obopay.com
• The customers who are not satisfied with the resolution of their queries by the Customer Support can approach the Manager Customer service (“Nodal Officer”) for redressing their

The three escalation levels are as below:

Escalation Level – 1
Write to Customer Support team – indy@obopay.com
Number: 8123275471
Response Time: Seven Business Days

Escalation Level – 2
Write to Manager Customer Service – manager@obopay.com
Number: 8610657703
Response Time: Fifteen Business Days

Escalation Level – 3
Write to Nodal Officer – nodal@obopay.com
Number: 7259289198
Response Time: Twenty-One Business Days

You can also write to:
Obopay Mobile Technology India Pvt Ltd.
201, 2nd Floor, “Touchdown”,
#1&2, H.A.L Industrial Area,
Bangalore – 560037

OMBUDSMAN

The complaint to Ombudsman can be lodged online through the web portal https://cms.rbi.org.in
Complaints can also be filed through the dedicated e-mail – CRPC@rbi.org.in
Compliant can be sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017