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Focus of the customer is the central focus of our company “Accosis Corporation Private Limited.”. We strictly observe a holistic strategy in order to provide an exemplary standard, measures that are effortless to recognize and execute but are fast-tracked and result-oriented throughout a range of issues. The measures in place have been devised primarily based on the RBI's guidelines, Industry pleasant practices, and tips from our consultants to be both, Customer and Resolution Oriented.
At Accosis we come up with an effortless and user-friendly interface that rapidly takes all applicable information and details that allow our Customer Service Team to make sure on the spot and high-quality administration of the complaint filed and as a result, provoke corrective and preventive motion to keep away from any recurrence.
To meet our objectives stated, we have outlined this board-approved coverage (framework) for redressal of customer grievances. We warrant that this policy shall be saved up to date at all instances and made accessible in its public area for effortless access. We Shall:
At Accosis we take utmost care and manage and resolve all the concerns and grievances added to our interest by our Merchants and their clients. Our Grievance Redressal policies define and differentiate complaints from queries as.
A grievance is usually described as "An expression of dissatisfaction made to an organization, associated to its merchandise and services, or the complaints-handling procedure, where a response or decision is explicitly or implicitly expected”.
Query is a question, regularly expressing doubt about something or searching for an answer/clarification from an authority. A question is
At Accosis we apprehend that there may additionally be some consumer grievances between the guaranteed services and the ones delivered to you due to the fact of a range of unexpected instances such as conversation problems, technical glitches, net disruption, etc. Our valued clients and Merchants are welcome to share their feedback and grievances for a rapid and honest resolution.
If in-case the clients and merchants are no longer content with the services rendered via us with the aid of an e-mail and calling our patron assist personnel on hello@accosis.com
In case if an issue or a grievance is unresolved within the time specified or the decision furnished is no longer satisfactory, then the grievance or the issue may be escalated in our structured escalation matrix to addressing the concern. Whilst we moderately accept our client care group is friendly and dedicated to resolving the issue or grievance at the very onset, we have put in place this structured escalation matrix to make sure all issues/complaints are addressed in the expert professional and well time mannered.
In case the client does now not get hold of a response inside the designated time at Level A or if the client is upset with the response received, the client may also improve the grievance to the subsequent degree as indicated below:
In case the Merchant / Customer wishes to escalate the complaints / grievances, the Merchant / Customer can write to: grievances@accosis.com.
Accosis shall attempt to respond within 5 business days from the date on which grievance was filed.
Accosis shall provide an option to the Customers / Merchants to seek / track the status of their grievances, throughout the lifecycle of a grievance, via email and / or through the merchant dashboard.
The Merchant / Customer may request for an update on the grievance in case any grievance requires more than the specified time period. The Merchant / Customer shall be kept updated on the status of their complaint(s).
If the Merchant / Customer is not satisfied with the response provided, the Merchant / Customer can go for the next level of escalations.
In case the Merchant / Customer still has any complaint / grievance, the Merchant / Customer may escalate such complaint / grievance to Accosis’s Grievance Officer, the details of whom are provided as follows:
Address: Unit No 3ES7C, 3rd Floor, East Block Mani Casadona, Plot No. IIF/04, Action Area- IIF, Newtown, Kolkata, West Bengal, 700156
Email ID: nodal.officer@accosis.com
The Grievance Officer shall attempt to respond within 5 business days from the date on which grievance was filed.
The merchant/customer may request for an update on the grievance in case any grievance requires more than the specified time period. The Merchant / Customer shall be kept updated on the status of their complaint(s).
If the Merchant / Customer is not satisfied with the resolution provided by Accosis, or has not received a reply within 30 days of filing the complaint with Accosis, then he / she can file the complaint with the RBI’s Integrated Ombudsman. Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/
Toll-Free Phone No: 14448
Email ID: crpc@rbi.org.in
Address: Address: Centralised Receipt and Processing Center, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh, PIN – 160017
For more details about the RBI’s Integrated Ombudsman Scheme, please refer to the link: RBI Ombudsman
It is our sincere endeavor to make sure that our client's grievances and queries are dealt with in a gorgeous and quality manner and for this our client dealing with groups bear normal training to enhance their decision instances and responses whilst making sure clients do now not face the grievances once more constructing self-assurance and believe amongst the clients.
RBI guidelines on Turn Around Time (TAT) for the decision of failed transactions issued vide DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019, shall be accurately taken care of. Any future directions in this regard shall additionally be adhered to by using Accosis.