Customer Grievances Policy
POLICY ON CUSTOMER GRIEVANCES REDRESSAL
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:
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Customers remain the Key focus for all initiatives and strategies developed at Oxigen
“Delighted” customers are a necessity for business growth and survival
Our Customers and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation
We endeavor to simplify our customers life through our innovations and product offerings
Constantly evolve and invest in our grievance redressing systems for a seamless service delivery
Our Promise:
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All grievances will be dealt with, promptly and courteously
We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame
All Service Level Agreements and turnaround time for each third party transaction would be published on our website
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:
Over Phone - Customer Engagement Centre:-Customers can call us on 0124-6688-333 (Call Charges as applicable apply), between 06:00 AM to 10:00 PM, 7 Days working (National Holidays excluded)
Over Email:- Sending us an email on care@oxigenwallet.com or care@oxigen.com
Contact Us section:- Customers can choose the contact us section on our website http://oxigenwallet.com or using the contact us option in the APP (Android, IOS and Windows phones)
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:
Customer Engagement Centre team will acknowledge the grievance immediately on the receipt of complaint in the form of : -
Auto response in case of Emails or Contact us section
Answering the calls at the call center
Responding to SMS complaints by out calling the customers
In all the scenarios a reference number would be provided for all future communication around the particular complaint.
The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern
All complaints would be closed only basis the customers feedback and acceptance of closure
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
- Resolution provided by Level 1 executives
- Behavior of any representative or staff member at Oxigen
- Breach in the above mentioned Service Level Agreements or timelines
The customer may choose to escalate the concern using the below mentioned methods
Write to Us: @ Customer Service Department, Oxigen Services (India) Private Limited, PLOT NO.94, SECTOR 32,INSTITUTIONAL AREA, GURGAON PIN CODE -122001, HARYANA
Email ID: care.level2@Oxigen.com or nodal@oxigen.com
All escalations received with the required details such as case/ reference number provided at level 1, Contact details both phone & Email would be addressed within 48 working hours up to a max of 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 above mentioned escalation steps, the customer can escalate the concern to the highest level by: -
Write to Us: @ CEO - Oxigen Wallet, Oxigen Services (India) Private Limited, PLOT NO.94, SECTOR 32, INSTITUTIONAL AREA, GURGAON PIN CODE - 122001, HARYANA
Email ID: Asaxena.ceo@oxigen.com
On receiving the escalation the complaint will get acknowledged within 24 working hours post acknowledgement up to a max of 7 working days in special cases pertaining to third party transactions. Please note all complaints sent to this level would be entertained only if the email sent contains the complaint number shared at Level 1.
