Objectives and Scope

This policy outlines a structured grievance redressal mechanism available to customers, regulators and other parties for escalating their complaints to obtain a resolution. connaipe strives to provide best-in-class service delivery and has a dedicated customer care team that operates 24X7 for addressing such complaints.

Redressal Matrix

• • Type
  • Name & Contact Details
  • Remarks
• • Level 1
  • Customer Care Team cs@connaipe.com

  • connaipe Customer Care team will acknowledge the complaint with a ticket number

    Response/Resolution TAT – Please refer the product-wise timeline for 1st level resolution as enclosed

    If a case needs extra time, connaipe customer care team will inform the same along with reasons to the customer.

• • Level 2
  • Grievance Redressal Team grievances@connaipe.com

  • In case Level 1 resolution is not satisfactory, customer can escalate the same to the Grievance Redressal Team

    Note: Unresolved ticket number of 1st level is mandatory.

    For any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and directly send a mail to the Grievance Escalation Team.

    Note: Calls to the Grievance Redressal team shall be attended on (working days) Monday to Friday between 10.30 A.M to 6.30 P.M

    Response/Resolution TAT – 5 Working Days

• • Level 3
  • Nodal Officer escalation.nodalofficer@connaipe.com

  • In case Level 2 resolution is not satisfactory, customer can escalate the same to the Nodal Officer

    Note: Ticket number of 1st level and email response from Grievance team is mandatory

    Response/Resolution TAT – 5 Working Days

• Please Note:

  a. Customers are advised to follow the hierarchy of the redressal matrix. Skipping levels in the redressal matrix may lead to failure in acknowledgement and resolution of grievances.

  b. Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes.

**Regulatory Bodies, Law enforcement agencies and Partner Service Providers are requested to reach out directly to the Grievance Officer for speedy redressal.

Connaipe Solutions Private Limited