Introduction

Customer Grievance Redressal Policy describes the framework adopted by Go Rise DMCC Ltd. (‘Xare’, or ‘Company’) for receiving and addressing customer grievances promptly and providing superior customer experience. The company focuses on providing best in class experience to its customers. The company has implemented a suitable mechanism to handle any kind of queries, responses, complaints or feedback received from the customers leveraging on people, process and system strengths. The management has formulated all the required policies, keeping customer at the center to ensure prompt and inclusive services are provided to all customers.

Xare’s Commitment

As a responsible organization, Xare is committed to handle customer grievances as part of the overall strategy to satisfy the needs of customers using our services. To provide the best in class customer experience, Xare has defined certain commitments as follows:

Complaints will be handled:

• Confidentially
• Fairly
• Promptly
  

Staff will endeavor to:

• Be courteous to the complainant
• Respond positively
• Offer constructive solutions

Formal written complaints will be:

• Recorded
• Acknowledged within defined timeframe
• Notified to Senior Management where necessary

The complaints procedure will be:

• Monitored regularly
• Reviewed and evaluated periodically

Anonymous Feedback from courses or word of mouth:

• Will be analyzed
• Corrective action will be implemented where appropriate o Will be monitored

Customer Grievances

Xare has well defined procedures and internal TATs for the grievance redressal and query resolution, and an escalation matrix in case the grievances are not addresses in a timely manner.

• Customers are required to follow the processes and provide all the required documentation as guided by Xare so as to provide a resolution to the customer.
• Cases where the Law Enforcement Agencies, Regulators, Governments, Card Networks, Courts, Banks, etc. are involved for the purpose of investigation or providing the resolution, customer needs to adhere to the processes and documentation requirements shared by the said participants and the resolution to the customer may depend upon these participants.
• Resolution time/Turn-around-time for redressing grievances/disputes has been mentioned under section “Escalation Matrix”.
• For all the grievances/disputes related to the merchants/billers/recharges/top-ups/ and the purchases made by the customers, the customers need to connect with the respective merchants/billers/respective service providers.

Grievance Redressal Channels

Customers can raise their grievances through email: hello@xare.co

Grievance Redressal Mechanism & Escalation Matrix

Level 1, Customer Service Agent

‍Customer can raise their grievances/disputes as below:

• E-mail: hello@xare.co

Resolution Time/Turn-Around Time (TAT)

• Xare’s internal resolution time – 10 working days from the date when grievance was registered.
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside entity, then the TAT will be dependent on the respective banks/network providers/regulator/etc. Resolution time will include this TAT along with Xare’s internal resolution time.
• Xare will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Xare will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Level 2, Division Manager

We aim to resolve all grievances at the first point of contact. In case customer does not receive a satisfactory resolution at Level 1 or if the TAT has been breached at Level 1, the customer can escalate to the Division Manager by providing UTN and details of grievance.

• E-mail: hello@xare.co

Resolution Time/Turn-Around Time (TAT)

• Xare’s internal resolution time – 10 working days from the date of receipt of escalation at the Division Manager.
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside entity, then the TAT will be dependent on the respective banks/network providers/regulator/etc. Resolution time will include this TAT along with Xare’s internal resolution time.
• Xare will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Xare will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Level 3, Head Service Quality

In case customer is not satisfied with the resolution provided to their grievances at Level 2 or if the TAT has been breached at Level 2, the customer can escalate to the Head Service Quality by providing UTN and details of grievance.

• E-mail: hello@xare.co

Resolution Time/Turn-Around Time (TAT)

• Xare’s internal resolution time – 15 working days from the date of receipt of escalation at Head Service Quality.
• Resolution time does not include time taken by the customer to provide required information/documentation.
• If any case/transaction is related to third party or outside entity, then the TAT will be dependent on the respective banks/network providers/regulator/etc. Resolution time will include this TAT along with Xare’s internal resolution time.
• Xare will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Xare will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Report a fraud

Complaint regarding any fraudulent/unauthorised transaction can be lodged at following,

• E-mail: hello@xare.co

Resolution Time/Turn-Around Time (TAT)

• Xare’s internal resolution time – 30 working days
• Resolution time does not include time taken by the customer to provide required
  information/documentation.
• If any case/transaction is related to third party or outside entity, then the TAT will be
  dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with Bank’s internal resolution time
• Xare will make all efforts to resolve the complaint in a timely manner but in case of any inadvertent situation where additional time is needed, Xare will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue
• If the customer is not happy with the response, she/he can escalate it to the Head Service Quality as per details mentioned above.
• It is always in the interest of customer to lodge complaint without loss of time by furnishing complete details of fraudulent/unauthorised transactions.
• Customers are advised to lodge complaint with the police against the fraudster at the earliest for faster resolution of complaints.

Note: A Grievance will be treated as redressed or closed:

• where the complainant has communicated his acceptance of the company’s decision on redressal of grievance communicated to her/him; or
• where the complainant has not communicated his acceptance of the company’s decision, within 7 days from the date of communication of decision by Level 1 or Level 2 or Level 3, as the case may be.

Revision, Amendments and Review

This Policy will be subject to an annual review, or as and when required, by the Board/Senior Management.

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