Objectives

This Grievance policy summaries an organized grievance redressal of customers and our partners for escalating their queries and grievances to get a resolution. This policy covers all the services offered by Eroute Technologies Private Limited. It aims to improve customer experience and service delivery by ensuring fast redressal of all the grievances.

Eroute Technologies Private Limited strives to provide superior service delivery and has a dedicated Help desk team for managing any queries and grievances.

Escalation Matrix:

Escalation Level

Name and Contact Details

Working Hours and Remarks

Level 1

Support Team
help@omnicard.in
+91 120 4520279

09.00 AM to 06.00 PM
Monday to Saturday
(Excluding Sunday and National Holiday)

Level 2

Manager – Support Team
care@omnicard.in
+91 120 4520279

09.00 AM to 06.00 PM
Monday to Saturday
(Excluding Sunday and National Holiday)

Level 3

Grievance Officer
nodal@eroute.in
Mob: 9889883700

09.00 AM to 06.00 PM
Monday to Friday
(Excluding Saturday, Sunday and National Holiday)


Level 1

  1. Complaint Registration: Ticket number to be generated immediately

  2. Complaint can be raised from App or Web. Also customer support service 24 hours a day and 7 days a week to be set up in English, Hindi and local language as applicable

  3. Resolution of Complaints:

  4. First response to be sent within 48 hours of receiving the complaint and action will be imitated to resolve.

  5. Complaint to be resolved within 5 business days.

  6. Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. Customer will be proactively informed for the timelines in such cases.

  7. RBI/NPCI instructions to be followed for reversal.

Level 2

  1. Complaints Registration: with no satisfactory response from L1, customer can reach to Level 2 escalation.

  2. Resolution of Complaints:

  3. First response to be sent within 24 hours of receiving the complaint

  4. Queries to be resolved within 3 business days. Any delay in response to be communicated with user.

Level 3

  1. With no satisfactory response from Level 1 or Level 2, user can reach to Level 3 escalations

  2. Any Level 3 escalation email should contain the following information –

  3. User’s name

  4. Registered contact number

  5. Ticket number of the complaint registered by Level 1

  6. Details of why the resolutions provided at previous levels were deemed unsatisfactory

  7. Resolution of Complaints:

  8. First response to be sent within 24 hours of receiving the complaint

  9. Queries to be resolved within 3 business days. Any delay in response to be communicated with user.

Level 4

If customer complaint has not been satisfactorily resolved at previous levels within 30 days, Customer can reach out to the digital ombudsman.

On receipt of any grievance/query, Team will reach out to the respective customer or partners and the same will be resolved in the specified timeline.

Our Response Time

The following is a tabular representation of our turnaround time for specific types of queries:

Type Of Query

Turn Around Time (in days)

Uncaptured Payment refund

1 Day

IMPS/NEFT refund

7 Days

Customer Feedback

2 Days

Auto revert of unsettled Rupay payments

15 Days

If any of the above grievance/query is not addressed to the satisfaction of the customer, then the customer can choose to escalate the same to the next level, with the original complaint ticket number and the details, of the grievance/query raised.

Note:

  1. A reference number would be given for all queries for future reference.

  2. Customer and Partner will be informed regarding the progress.

  3. All queries will be closed, after receiving the customer’s and partner’s feedback or acceptance of closure.

Eroute Technologies Private Limited