Grievance

Grievance

RAFTAARPAY is committed to transparency and integrity in its interactions with users. We prioritize trust over immediate growth. This policy aims to reduce instances of customer dissatisfaction by implementing a structured approach to review and address grievances. Conducting self-reviews assists in identifying potential product and service delivery gaps. If you're dissatisfied, we acknowledge that we might have fallen short. The grievance redressal policy at RAFTAARPAY operates based on the following principles:

• Fair Treatment: Our users will consistently receive fair treatment.

• Open and Courteous Handling: Any concerns or complaints raised by users will be addressed openly, courteously, and promptly.

• Information and Escalation Channels: Users will be informed about escalation channels within RAFTAARPAY and their rights if dissatisfied with the resolution of their issues.

• Efficient Resolution: Every complaint is valued, and RAFTAARPAY is committed to resolving all grievances efficiently and impartially.

• Ethical Conduct: All employees at RAFTAARPAY are expected to work with integrity and without bias, always prioritizing the interests of the users.

We acknowledge that customer grievances may stem from various reasons, including disparities between promised and actual service levels, interpersonal communication, and system-related errors. At RAFTAARPAY, users have the complete right to voice complaints or provide feedback if they are dissatisfied with our services. They can express their concerns in writing or via email. If a user's issue remains unresolved within the specified timeframe or if they are not content with the resolution provided by RAFTAARPAY, they have the option to escalate through our tiered redressal system or explore other legal avenues for grievance resolution. To enhance the effectiveness of our redressal channels, we have established a structured system aimed at seamlessly addressing complaints within the designated timeframes.

Awareness of Grievance Redressal System

At RAFTAARPAY, we prioritize the user experience above all else. We value listening to our users and consider their concerns with utmost seriousness. Our commitment involves delving deep into understanding the user journey within our organization, from their initial interaction to the conclusion of their engagement. This process allows us to continuously evolve and improve our services. When a user finds our experience seamless and exceptional, it affirms our efforts. Nevertheless, if a user has concerns or complaints, we are dedicated to addressing them comprehensively and ensuring resolution.

Sensitizing staff on handling complaints

Our team undergoes consistent training to effectively address consumer inquiries and grievances. We encourage them to operate in a manner that fosters consumer trust and confidence, evident in both operational processes and customer communications. We thoroughly examine the primary reasons behind consumer queries, striving to eliminate these issues at their core. This approach aims to progressively enhance the overall quality of service delivery.

Anticipated duration for resolving your inquiries, issues, or complaints

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Here are the estimated timelines for different levels of queries, escalations, and grievance resolution:

• First response to a user’s query or concern: Within 24 hours

• Follow-up queries: Addressed within 48 hours

• Concern escalated to Nodal officer: Resolved within 15 days

• Concern escalated to grievances officer: Resolution within 15 days

• IMPS/NEFT to user’s bank account: Processed within 60 days

*Users are kindly requested to elevate their concerns to the next level only if a resolution is not received within the specified time frame. This approach will facilitate a smoother resolution of your concern.