In today’s competitive era and constantly evolving business, we at Oxigen Services (India) Private Limited take pride in keeping our customers at the center of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.
As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the organization. The feedback provided by our customers is treated as an asset to the organization, evaluated and customized to improve our products and services.
In line with the efforts to deliver the best, Oxigen certified itself with an ISO certification ISO 9001:2008, applicable for service industry, on 6th of December 2012 and use the standards to govern our day to day activities for a smooth and hassle free service experience to all our customers.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
Our Principles:
Our Promise:
The company has a dedicated Customer Engagement Centre under the Customer Service Department (CSD) to manage customer queries and ease out grievances if any.
We Value your Feedback:
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
The Customers can send in their Queries, Requests or Complaints in the following ways:
These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.
On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.
If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.
Note – escalations without a complaint reference number will not be treated as complaints
Customer Resolution Timelines
| Sr. No | Complaint Type | Estimated Timelines (SLA) |
|---|---|---|
| 1 | Money Transfer - Load or Send Money | 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) |
| 2 | Successful transaction but beneficiary account not credited | 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) |
| 3 | Pin Based & E-recharge Transaction failure | 3 Working Days |
| 4 | Travel & Ticketing Related Concerns | 3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turnaround time |
| 5 | Bill payment Related Issues | 3 Working Days |
| 6 | Online Shopping Related Issue | 3 Working Days |
| 7 | Wallet related issues | 2 - 5 Working Days |
Acknowledgement of Grievances:
In all the scenarios a reference number would be provided for all future communication around the particular complaint.
Customer Grievance Redress Escalation:
As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.
Escalation: Level 2
In case the customer is not satisfied with the
The customer may choose to escalate the concern using the below mentioned methods
All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.
Escalation: Level 3
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:
On receiving the escalation the complaint will get acknowledged within twenty four (24) working hours post acknowledgement, up to a maximum of seven (7) working days in special cases pertaining to third party transactions.