PEV will keep Customer’s rights in highest priority and focus – specially related to personal privacy, clarity relating to rights and obligations, preservation of customer records, maintaining confidentiality of customer information and fair practices in overall business conduct.
Grievances between System Participants in respect of any matter connected with the operation of the payment system shall be resolved in accordance with the provisions of the Payment and Settlement Systems Act, 2007, as may be amended from time to time.
The Company will establish a dedicated Call Centre facility for effective resolution of all issues & grievances related to the business of ZEV. This facility will serve all PEV stakeholders.
**issues = operational, product, process, transaction, settlement related – queries, issues or grievances.
**issues = operational, product, process, transaction, settlement related – queries, issues or grievances
**caller/customer = ZOKUDO Electronic Pre-paid gift voucher/card gifter, recipient & merchants
**call = email, phone call, personal visit.
For an instant and speedy resolution of queries a smart and effective IVR system will be designed to resolve the most common issues. If the IVR system is unable to solve the caller issue and the caller chooses for a "Personal Assistance" the call will be transferred to the relevant "Help Desk".
The relevant Help Desk will make all efforts to resolve the issue on-call/instantly – Failing this the issue will be handed over to the "Backroom Operations Team"
On insistence of the caller or if the "Backroom Operations Team" is unable to resolve an issue in the stipulated time, the issue will automatically be referred to an escalation tree.
The Escalation Tree will comprise of 3 levels, each level will get an opportunity to resolve the issue within 7 days of receipt of the issue, failing which the issue will automatically get escalated to the next escalation level.
Level-1 Escalation: Department Head / HOD / Functional Head: Amarprit Gill (Email: firstname.lastname@example.org & Phone: 91-22-66756002 Ext: 137)
Level-2 Escalation: Business Head / CEO / COO: Ratnesh Jain (Email: email@example.com & Phone: 91-22-66756002 Ext: 128)
Level-3 Escalation: Directors / Managing Committee: Yash Mehta (Email: firstname.lastname@example.org & Phone: 91-22-66756002 Ext: 134)
An Issue will be considered resolved only in following cases:
a. Where the Customer has communicated his acceptance of the Company's decision on redressal of grievance communicated by the Company; or
b. Where the Customer has not communicated his acceptance of the Company's decision, within 2 (two) months from the date of communication of decision by the Company.