Grievance Policy
Grievance Policy
Aahil Pay customers can reach out to Aahil Pay for any grievance on Aahil Pay services and timelines for grievance resolution through any of the various communication channels available to them.
Aahil Pay has a dedicated Help desk team for managing any customer queries and grievances, if any.
Customers can share their feedback or grievance, on any of the Aahil Pay services, towards any deficiency in service or any communication, they have had with Aahil Pay, on which they are not satisfied.
Following mentioned below are the channels through which customers can send in their Complaints Queries or Requests
| Channel | Contact Details | Working Hours |
|---|---|---|
| Phone | Aahil Pay Help desk: 9167204903 | 10 am to 7 pm ( Except National Holidays ) Monday to Sunday |
| aahilpay@gmail.com | 10 am to 7 pm ( Except National Holidays ) Monday to Sunday |
|
| Courier | Attn: Nodal Officer Manipal Business Solutions Pvt. Ltd., #703-708, 7th floor, Tower-B, BPTP Park Centra, Sector-30 Haryana-122001 | 10 am to 7 pm ( Except National Holidays) |
The above-mentioned channels are for redressal of Aahil Pay customer grievances or complaints, providing online support wherever possible, and for capturing customer feedback on Aahil Pay services.
Aahil Pay on receipt of any complaint, grievance or feedback, will reach out to the respective customer and the same will be resolved in the specified timeline as communicated below.
If any of the above complaint/grievance is not addressed to the satisfaction of the customer in the below specified timeline, then the customer can choose to escalate the same to Level 2 of the escalation level as given below, with the original complaint ticket no and the details there off, of the issue raised. The escalation process is as mentioned below in the Escalation section.
Note – escalations without an Original Complaint number will not be treated as an escalation
Customer Resolution Timelines:
| No. | Complaint Type | Estimated Timelines (SLA) |
|---|---|---|
| 1. | Any Aahil Pay Transaction related issue. | Within 10 working days of receipt of the grievance. (In case of involvement of any third parties in resolution, timelines followed by leading banks/partner would be applied and communicated to customers) |
The resolution is given to customer in below mentioned steps:
1. Acknowledgement: Acknowledgement of consumer query or complaint will be sent to the customer. This will be delivered via email, based on availability of email id of the customer.
2. Resolution: Response will be sent to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.
Escalation Matrix:
SahiBnk ensures all customer grievances are addressed Through 3 level escalation:
| Levels | Team Responsible | Mode | Escalation protocol |
|---|---|---|---|
| Level-1 | Aahil Pay Helpdesk | Aahil Pay Help Desk: 9167204903 (8 AM to 9 PM) Email to: aahilpay@gmail.com | Aahil Pay Help Desk team will acknowledge the complaint / grievance in the form of: • By sending emails • Answering the calls at the help desk A reference number (Ticket No) would be provided to customer for all complaints for future communication regarding the particular case. The customer will also be kept informed on the progress towards the final resolution or communicate any delays in redressing the concern. All complaints would be closed only after receiving the customer’s feedback and acceptance of closure. |
| Level-2 | Aahil Pay Help Desk: | Aahil Pay Helpdesk Manager Phone – 9167204903 (10 AM to 6 PM Monday to Friday) Email to: aahilpay@gmail.com | In case the customer is not satisfied with the • Resolution provided by Level 1 executives • Breach in the above-mentioned Service Level Agreements or timelines or Behavior of any representative or staff member at Aahil Pay, Level 2 team will address the issue |
| Level-3 | Nodal Officer | Nodal Officer Phone – 9167204903 (10 AM to 6 PM Monday to Friday) Email to: aahilpay@gmail.com | In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the Grievance Officer * Please note all the complaints sent to this level would be entertained only if the escalation communication contains the ticker / reference number which was shared at level 1 |