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 ZEVstakeholders.
1. Automatic IVR
2. Help Desk - Personal Assistance
3. Escalation Team – High Level Customer Grievance Redressal Team
**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, live chat
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”