CUSTOMER GRIEVANCE REDRESSAL & COMPLAINT MANAGEMENT POLICY

This Policy establishes a transparent, accessible and documented framework for receiving, recording, investigating, resolving and escalating customer complaints relating to gift cards, gift vouchers, payments, redemption, refunds, fraud, service availability and partner-supported services.

• Provide customers with accessible complaint channels.
• Ensure complaints are acknowledged, tracked and resolved within applicable timelines.
• Provide fair and consistent complaint handling.
• Identify root causes and recurring issues.
• Escalate material or unresolved complaints appropriately.
• Maintain records and management oversight.

This Policy applies to complaints received through customer support, email, website, partner channels, merchant channels or other approved communication methods concerning products or services operated or supported by REMPINDIA.

• Accessibility
• Fairness and consistency
• Timely acknowledgement and resolution
• Confidentiality
• Clear communication
• Evidence-based decision making
• Non-retaliation for genuine complaints

Available complaint channels shall be communicated to customers through the relevant website, product, transaction confirmation or customer-support materials. Channels may include email, web forms, customer support and authorised partner channels.

• Gift card / voucher purchase issue
• Activation or redemption issue
• Payment failure or duplicate debit
• Refund or cancellation issue
• Unauthorised transaction or fraud
• Voucher delivery issue
• Merchant acceptance issue
• Account or access issue
• Privacy or data concern
• Partner service issue
• Other service-related complaint

Each complaint shall be assigned a reference or case identifier where operationally appropriate. The record should include customer contact details, issue summary, relevant transaction/order/voucher identifiers, date received, channel and supporting evidence.

Complaints shall be acknowledged through an appropriate channel, normally confirming the complaint reference, basic next steps and any information required from the customer.

1. Review the complaint and supporting information.
2. Verify transaction, voucher and account records.
3. Coordinate with relevant merchant, PPI, bank or payment partner where required.
4. Identify the applicable product terms and process.
5. Assess whether fraud, security, privacy or regulatory escalation is required.
6. Document findings and proposed resolution.
7. Communicate the outcome to the customer.

Resolutions may include explanation, correction of an error, refund or reversal where eligible, voucher reissue where permitted, service restoration, partner escalation or other appropriate remedy. Resolution shall comply with applicable law, product terms and partner procedures.

Complaints may be escalated where they are unresolved, repeated, high-value, security-sensitive, potentially fraudulent, privacy-related, regulatory in nature or likely to cause significant customer impact.

Where the complaint relates primarily to a PPI issuer, bank, payment processor or merchant, the Company shall coordinate with the relevant partner and communicate the applicable escalation path to the customer.

Complaints involving suspected fraud or unauthorised transactions shall be handled with appropriate urgency and coordinated with the Fraud/Risk and relevant regulated/payment partner teams.

Privacy or personal-data complaints shall be escalated to the responsible compliance/privacy function and handled according to applicable privacy and information-security requirements.

• Use clear and respectful language.
• Do not make unsupported commitments.
• Explain decisions and next steps where appropriate.
• Protect confidential investigation information.
• Provide escalation information where required.

Complaint acknowledgement and resolution timelines shall follow applicable law, regulatory requirements, partner arrangements and internal service standards. Where resolution depends on an external partner, the customer should be informed that partner processing may affect the timeline.

Material or recurring complaints shall be analysed to identify product, technology, merchant, payment, process or training issues. Corrective actions shall be assigned and tracked.

Where a complaint identifies a confirmed service or processing error, appropriate corrective action shall be taken promptly, including refund, reversal, correction or other remedy where applicable.

Complaint records shall include the complaint reference, date, category, relevant transaction details, communications, investigation notes, outcome, escalation, resolution date and corrective action where applicable.

Periodic reporting may include complaint volumes, categories, ageing, resolution time, repeat complaints, partner-related complaints, financial impact, root causes and outstanding corrective actions.

Complaint trends shall be reviewed to identify emerging product, merchant, fraud, technology or customer-experience risks.

Customer-facing personnel shall receive appropriate training on complaint registration, communication, escalation, privacy, fraud awareness and customer-protection procedures.

Complaint channels and instructions should be reasonably accessible and understandable to customers. Reasonable assistance may be provided where a customer has difficulty using a digital channel.

No customer shall be penalised merely for raising a genuine complaint or dispute. Fraudulent or abusive use of complaint channels may be handled separately in accordance with applicable controls.

Management may periodically review complaint cases for completeness, fairness, response quality, timeliness and compliance with applicable procedures.

Any deviation from established complaint procedures shall be documented and approved by authorised personnel. Mandatory legal, regulatory or partner requirements shall not be bypassed.

This Policy shall be reviewed at least annually and whenever there is a material change in products, customer channels, partner arrangements, regulatory requirements or complaint risk.