Grievance Redressal Policy

1. Introduction

BAGUVIX TECHNOLOGIES PRIVATE LIMITED ("TreatyPay") values customer satisfaction and is committed to providing high-quality payment processing services. This Grievance Redressal Policy outlines our systematic approach to receiving, investigating, and resolving customer complaints in a timely and fair manner.

We believe that effective grievance redressal builds trust, improves service quality, and ensures customer retention. This policy applies to all customers using TreatyPay services, including merchants, end-users, and business partners.

2. Scope and Applicability

This policy covers grievances related to:

• Payment processing services and transaction issues
• Account management and access problems
• Billing and fee-related disputes
• Service quality and performance issues
• Technical problems and system failures
• Customer service and support issues
• Data privacy and security concerns
• Compliance and regulatory matters

3. Types of Grievances

3.1 Transaction-Related Grievances

• Failed or declined transactions
• Delayed settlements or payouts
• Incorrect transaction amounts
• Duplicate charges or payments
• Unauthorized transactions
• Chargeback and dispute issues

3.2 Service-Related Grievances

• Service downtime or unavailability
• Poor customer service experience
• Delayed response to support queries
• Technical integration issues
• Feature functionality problems

3.3 Account-Related Grievances

• Account suspension or closure issues
• KYC verification problems
• Login and access difficulties
• Profile and settings issues
• Documentation and verification concerns

4. Grievance Redressal Framework

4.1 Three-Tier Resolution Structure

Tier 1: First Level Resolution

• Contact Point: Customer Support Team
• Response Time: Within 24 hours
• Resolution Time: Within 3-5 business days
• Scope: General queries, basic technical issues, standard transaction problems

Tier 2: Escalated Resolution

• Contact Point: Senior Customer Success Manager
• Response Time: Within 48 hours
• Resolution Time: Within 7-10 business days
• Scope: Complex technical issues, billing disputes, service quality concerns

Tier 3: Executive Resolution

• Contact Point: Grievance Redressal Officer
• Response Time: Within 72 hours
• Resolution Time: Within 15-20 business days
• Scope: Unresolved escalations, policy-related issues, regulatory matters

5. How to File a Grievance

5.1 Online Channels

• Support Portal: Log into your TreatyPay account and create a support ticket
• Email: Send detailed complaint to support@treatypay.in
• Website: Use the contact form on our website
• Live Chat: Available during business hours on our website

5.2 Phone Support

• Customer Support: +91 9535949494
• Operating Hours: Monday to Friday, 9:00 AM to 6:00 PM IST
• Emergency Line: Available for critical payment issues

5.3 Written Communication

You may also send written complaints to:

6. Information Required for Grievance Registration

To ensure quick and accurate resolution, please provide:

• Personal Details: Full name, registered email address, phone number
• Account Information: TreatyPay account ID or merchant ID
• Transaction Details: Transaction ID, date, amount, payment method (if applicable)
• Issue Description: Clear description of the problem
• Supporting Documents: Screenshots, receipts, error messages
• Previous Communication: Reference to earlier support tickets or communications
• Expected Resolution: What outcome you are seeking

7. Grievance Resolution Process

7.1 Acknowledgment

• All grievances will be acknowledged within 24 hours
• Unique ticket number will be assigned for tracking
• Initial assessment and categorization will be completed
• Estimated resolution timeline will be communicated

7.2 Investigation

• Thorough investigation of the reported issue
• Review of transaction logs and system records
• Consultation with technical and business teams
• Verification of supporting documents and evidence

7.3 Resolution and Communication

• Detailed explanation of findings and resolution
• Implementation of corrective measures if required
• Regular updates during the resolution process
• Final communication with resolution details

8. Response and Resolution Timelines

Grievance Type	Response Time	Resolution Time
General Queries	Within 4 hours	Same day
Transaction Issues	Within 24 hours	3-5 business days
Technical Problems	Within 24 hours	5-7 business days
Billing Disputes	Within 48 hours	7-10 business days
Complex Issues	Within 72 hours	15-20 business days

9. Escalation Matrix

If you are not satisfied with the resolution provided, you may escalate your grievance:

9.1 Internal Escalation

• Level 1: Customer Support Team
• Level 2: Customer Success Manager
• Level 3: Grievance Redressal Officer
• Level 4: Chief Operating Officer

9.2 External Escalation

If internal escalation does not resolve your grievance, you may approach:

• Reserve Bank of India (RBI) - For payment system related issues
• National Payments Corporation of India (NPCI) - For UPI related grievances
• Banking Ombudsman - For banking service related issues
• Consumer Courts - For consumer protection matters

10. Monitoring and Quality Assurance

10.1 Performance Metrics

• Average response time for grievance acknowledgment
• Resolution time by grievance category
• Customer satisfaction scores for resolved cases
• Escalation rates and patterns
• Root cause analysis of recurring issues

10.2 Continuous Improvement

• Regular review of grievance trends and patterns
• Process improvements based on customer feedback
• Staff training and development programs
• Technology upgrades to enhance resolution efficiency

11. Customer Rights

As a TreatyPay customer, you have the right to:

• Fair and respectful treatment during grievance resolution
• Timely acknowledgment and updates on your complaint
• Clear explanation of resolution decisions
• Escalation if not satisfied with initial resolution
• Privacy and confidentiality of your grievance details
• No discrimination or negative impact on services for filing complaints

12. Feedback and Satisfaction

After resolution, we will:

• Send a satisfaction survey to gather your feedback
• Request suggestions for service improvement
• Follow up to ensure the issue is fully resolved
• Use feedback to enhance our services and processes

13. Record Keeping

We maintain comprehensive records of all grievances including:

• Grievance details and supporting documentation
• Investigation process and findings
• Resolution steps taken and outcomes
• Customer communication and feedback
• Compliance with regulatory requirements

14. Contact Information

For grievance-related queries, contact our dedicated team:

Last updated: May 10, 2025