Helping You Resolve, Every Step of the Way.
MULTIPLE SUPPORT CHANNELS
Users can raise complaints via email, customer support contact number, in-app chat, or a dedicated grievance submission form.
DEFINED RESOLUTION TIMELINES
Clearly mention turnaround times: failed transactions within 7 working days and general queries within 48 hours for faster resolutions.
ESCALATION MATRIX
A step-by-step escalation process with contact details of the Grievance Officer and higher-level contacts for unresolved issues.
TRACKING & ACKNOWLEDGMENT
Every complaint generates a unique reference number, with acknowledgment sent within 24 hours and progress updates until resolution.
OBJECTIVE
- ★ Ensure prompt, fair, and transparent resolution of customer complaints.
- ★ Maintain trust and enhance customer satisfaction.
- ★ Ensure compliance with regulatory standards across all service areas.
SCOPE
- ★ Applicable to all customers and service channels.
- ★ Includes online portals, mobile apps, call centers, and in-person support.
- ★ All customer-initiated grievances must follow this redressal process.
LODGING A COMPLAINT
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Customers can file complaints via:
- ★ Customer support phone: +91‑12345‑67890
- ★ Email: support@nexora.com
- ★ Web or mobile app grievance form Provide: Name, contact info, service type, transaction date, and issue description.
RESOLUTION PROCESS
- ★ All complaints are logged and acknowledged within 24 hours.
- ★ Assigned to a grievance officer for investigation.
- ★ Resolution is provided within 7 business days.
- ★ If unsatisfied, escalate to the grievance escalation team within an additional 7 business days.
ESCALATION MATRIX
- ★ 1st Escalation: Operational Grievance Officer
- ★ 2nd Escalation: Head of Customer Satisfaction
- ★ 3rd Escalation: Compliance & Governance Committee
REGULATORY COMPLIANCE
- ★ Aligned with RBI, IRDAI, Bharat Connect, NPCI, and other authorities.
- ★ Complaints beyond company control (e.g., payment system failures) are addressed with full cooperation with regulators.
REPORTING
- ★ Monthly internal reports for management review.
- ★ Quarterly external reports submitted to regulatory bodies.
REVIEW & UPDATES
- ★ This policy is reviewed annually.
- ★ Updated as mandated by evolving regulatory or operational requirements.
CONTACT US
- ★ Email: grievance@nexora.com
- ★ Phone: +91‑12345‑67890
- ★ Available during business hours for all concerns.
REDRESSAL MATRIX
LEVEL 1
SUJAL THAWKAR
📞 9515161628
- ★ Ticket ID provided with estimated resolution time.
- ★ Delays will be informed along with reasons.
LEVEL 2
SHIVAM MISHRA
📞 8885554183
Head - Customer Experience
📧 shivam.mishra@nexoraepayments.com
- ★ Escalate unresolved issues with original ticket number.
LEVEL 3
MINKEE DEBANTH
📞 9515161627
Grievance Officer
📧 minkee.debnath@n1nexoraepayments.com
- ★ Final escalation step for unresolved complaints.
