Grievance Policy

We, at PayU Payments Private Limited (“PayU” or “We”) value all our customers, and assure a sincere and transparent approach with all our customers. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal mechanism and implemented this Grievance Policy for our prestigious customers (“Grievance Policy”). This Grievance Policy aims at minimizing instances of customer complaints and grievances through proper channelized approach, review mechanism and prompt redressal of all customer grievances.

We understand that customer grievances could come in various circumstance like a gap in the promised and delivered service levels. And also due to the genuine technical or communicative errors in the system. Customers have complete authority to share feedback / raise a complaint if they are disappointed with the services rendered by PayU. They can highlight or escalate their complaint/ feedback/ suggestions in writing, via email, calls to our Customer Support number or on our website www.citruspay.com. If a customer’s dilemma is not resolved within the given time or if they are dissatisfied with the solution/resolution offered by Citruspay, they may approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal. In order to make Citruspay redressal channels more effective and meaningful, a structured system has been put in place. This system will ensure that the complaints are readdressed seamlessly and well within the committed timeframe.

For the purpose of this Grievance Policy, (i) a customer means user of Citrus Wallet powered by PayU; and (ii) a grievance means any gap in the promised and delivered service levels which may be technical or communicative errors.

PRINCIPLES GOVERNING THIS GRIEVANCE POLICY :

  1. All initiatives and strategies developed by PayU are made with the customer as the prime focus.
  2. Prompt and efficient customer service is essential for business growth.
  3. Constantly devising newer and smarter mechanisms to receive and redress customer grievances.
  4. The details of grievance redress mechanism to be placed in the domain of public knowledge (website).
  5. All employees at PayU must work in good faith and without prejudice to the interests of the Customers.
  6. The grievances will be dealt with promptly and courteously.
  7. PayU promises to rectify any issue faced by a customer effectively and in a timely manner.
  8. All customers are to be treated fairly and equally at all times.
  9. Customers should be informed about the channels to escalate their complaints, concerns and grievances within PayU

TEAM SENSITIZATION ON HANDLING COMPLAINTS

Our teams undergo regular training to ensure that consumers queries and grievances are handled in an appropriate manner. They are encouraged to work in a manner which helps us in offering a first time resolution and in turn build the consumer trust and confidence. This reflects in both the operations as well as the customer communications.

UPDATING OF GRIEVANCE REDRESSAL MECHANISM

At PayU, the customer experience is what we focus on and constantly analyze and implement the feedbacks received. Therefore, a mechanism has been instated for analysis and requisite working towards rectification of any concerns identified within the system at the root level. This helps in improving the overall quality of the service levels continually.

MANNER OF REGISTERING COMPLAINTS

At PayU, we love to hear from our customers- be it a feedback or a complaint. We truly believe and follow that customer satisfaction is our priority.

Level-1 :

If a customer has a grievance, we request the customer to:

  • Write to us at wallet@citruspay.com to submit your query/ lodge a complaint.
  • Click Contact Us on our website to submit your query along with the Reference number.
  • Call our customer support number at 020-67314141 (Operational from 9 AM to 8 PM, Monday to Friday and 10 AM to 6 PM, on Saturday and Sunday)

Acknowledgement

  • Complaints received by e-mail or through the online website compliant mechanism shall be acknowledged by an immediate system generated response or via individual emails to the extent possible.
  • The Customer support team will acknowledge the grievance immediately and send out an auto response upon receipt of complaint over the phone and initiate action to have the grievance.
  • The customer will also be kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing.
  • The follow up action taken in respect of such complaints shall be advised to customers by e-mail.

Customer Grievance Redress Escalation: In case the customer does not receive a response within the specified time at Level 1 or if the customer is dissatisfied with the response received from the organization, the customer may escalate the complaint to the next level as indicated below.

Level-2 :

Customer can address the grievance to the below address or send an email for escalations:

Customer Care Head – PayU
PayU Payments Private Limited c/o Citrus Payment Solutions Private Limited,
4th & 5th Floor,Icon Tower, Opposite KFC Restaurent, Baner Road, Baner Pune 411045.
Email: escalations@citruspay.com

We will ensure that the highest resolution priority is given to escalation cases.

Level-3 :

If dissatisfied by the response provided under Level 2, we encourage the customer to address the grievance to the below address or send an email:

Nodal Officer – PayU
PayU Payments Private Limited,
4th Floor, Pearl Tower, Plot No 51 Institutional Area, Sector 32,
Gurgaon: 122002
Email: nodalofficer@citruspay.com

We will ensure that the highest resolution priority is given to escalation cases.

It is recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This will enable us to resolve the query faster and in an efficient way.

TIME ESTIMATE

PayU shall endeavour to address every complaint within the below mentioned timelines, subject to the investigation which would be involved in resolving the same:

LEVEL 1 – CUSTOMER SERVICE TEAM

  • Response to a user’s query/ concern – 24 Business hours
  • Follow-up queries – 48 Business hours
  • Customer grievances resolution process – 15 Business Days

LEVEL 2 – ESCALATION CASES

  • Acknowledgement – 48 Business hours
  • Further response – 5 Business Days

LEVEL 3 – ESCALATION CASES

  • Acknowledgement – 48 Business hours
  • Further response – 7 Business Days