1.1. Tata Payments Limited ("TPL", the "Company" or "we" or "our"), having adopted the Tata Code of Conduct, is committed to ensure that a suitable mechanism is put in place for time-bound redressal of all customer complaints. This Customer Grievance Redressal Policy ("Policy") outlines the framework for addressing customer grievances.
2.1. Our Company shall, from time to time, designate an employee of sufficient seniority, competence and independence as the Nodal Officer who will be responsible for the Company's customer grievance mechanism.
2.2. The Nodal Officer shall be responsible for furnishing information to the Ombudsman at the Reserve Bank of India with respect to customer complaints filed against the Company.
2.3. Details of the Nodal Officer for customer grievance shall be prominently displayed on the website.
3.1. Customers may register complaints through email: customercare@tatapayments.com
3.2. Complaints received through the above channel shall be bifurcated into different categories (for example, technical issues, settlement and refund issues, transaction related queries, chargeback issues, etc.).
4.1. Each complaint shall be assigned a unique reference number which shall be shared with the customer for future reference and for monitoring purpose.
4.2. Acknowledgement: All complaints received shall be acknowledged within 24 (twenty-four) hours by an immediate system generated response. The Turn Around Time (TAT) or expected time for resolution will also be communicated to the merchant.
4.3. Resolution: The customer service team shall initiate follow up queries (if needed) within 48 (forty-eight) hours of complaint being registered. The customer will be kept informed on the progress / status of the complaint on a periodic basis till such time that the complaint is not resolved.
4.4. Escalation: In case a response is not received within the specified time at any level or if the customer is unsatisfied with the response received from the Company, the complaint may be escalated as per the matrix given below:
| Escalation Level | Response Time | Contact Details |
|---|---|---|
| Level I | 3 (three) business Days | customercare@tatapayments.com |
| Level II | 5 (five) business Days | escalations@tatapayments.com |
| Level III | 5 (five) business Days | grievances@tatapayments.com |
| Level IV | The Customer and the Merchant can approach the Ombudsman in case appropriate resolution is not received at previous levels within 30 (thirty) days in line with RBI Guidelines - Integrated Ombudsman Scheme, 2021. (https://cms.rbi.org.in) | |
5.1. Failed transaction grievances shall be resolved in accordance with the Reserve Bank of India - Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems dated September 20, 2019 (“TAT Guidelines”):
| S. No. | Description of the incident | Timeline for auto reversal | Compensation payable |
|---|---|---|---|
| I | II | III | IV |
| 1 | Card Transaction | ||
| a | Point of Sale (PoS) (Card Present) including Cash at PoS | Auto-reversal within T + 5 days. | INR 100 per day of delay beyond T + 5 |
| Account debited but confirmation not received at merchant location i.e., charge-slip not generated. | |||
| b | Card Not Present (CNP) (e-commerce) | ||
| 2 | Immediate Payment System (IMPS) | ||
| a | Account debited but the beneficiary account is not credited. | If unable to credit to beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day. | INR 100 per day if delay is beyond T + 1 day. |
| 3 | Unified Payments Interface (UPI) | ||
| a | Account debited but the beneficiary account is not credited (transfer of funds). | If unable to credit the beneficiary account, auto reversal (R) by the Beneficiary bank latest on T + 1 day. | INR 100 per day if delay is beyond T + 1 day. |
| b | Account debited but transaction confirmation not received at merchant location (payment to merchant). | Auto-reversal within T + 5 days. | INR 100 per day if delay is beyond T + 5 days. |
| 4 | Prepaid Payment Instruments (PPIs) – Cards / Wallets | ||
| S. No. | Description of the incident | Timeline for auto reversal | Compensation payable |
|---|---|---|---|
| a | Off-Us transaction, The transaction will ride on UPI, card network, IMPS, etc. as the case may be. The TAT and compensation rule of respective system shall apply. | ||
| b | On-Us transaction Beneficiary’s PPI not credited. PPI debited but transaction confirmation not received at merchant location. | Reversal effected in Remitter’s account within T + 1 day. | INR 100 per day if delay is beyond T + 1 day. |
The company shall setup adequate processes to create sufficient awareness and educate the Customers about the secure use of the PPIs:
(i) The Company shall provide an option for the Customers to generate / receive account statements
(ii) The Company shall be responsible for addressing all Customer service aspects related to all PPIs (including co-branded PPIs) issued by them as well as their agents.
(iii) The Company shall maintain a log of all transactions undertaken using the PPIs for at least ten years.
The Company shall provide a report on the complaints received and action taken in the manner prescribed by RBI on a quarterly basis by the 10th of the following month to the Regional Office of DPSS, RBI.
7.1. The following reports shall be submitted to senior management / Board of our Company on a periodic basis:
(i) Statement of all complaints received along with an analysis of the complaints;
(ii) Root cause analysis of the top 5 (five) complaints category;
(iii) Results of annual survey of customer satisfaction;
(iv) Gaps in implementation of code of conduct towards merchants;
(v) Changes required in products/ services/ procedures to improve customer service;
(vi) Position of complaints against the Company with Banking Ombudsman (BO) and consumer courts (if any);
(vii) Any adverse reports in media with respect to customer service of the Company; and
(viii) Any customer service impact due to unplanned downtime of IT systems or failure of business continuity plans.
8.1. The Board of our Company is committed to supporting this Policy.
8.2. Our Company reserves the right to vary and/or amend the terms of this Policy from time to time.