The objective of this Grievance Redressal Policy is to provide a structured, transparent, and efficient mechanism for addressing grievances raised by Business Correspondent (BC) agents, customers, and other stakeholders using A2Z Suvidhaa services. We aim to ensure prompt resolution, enhance customer satisfaction, and maintain trust in our operations as a one-stop financial and travel service platform.
2. Scope
This policy applies to all BC agents, customers, and partners interacting with A2Z Suvidhaa services, including but not limited to UPI transfers, bill payments, cash withdrawals, recharges, travel bookings, and other financial services offered through our platform.
3. Definitions
Grievance: Any complaint, concern, or dissatisfaction raised by a customer or BC agent regarding A2Z Suvidhaa services, including transaction failures, delays, refund issues, or service quality.
Complainant:The customer, BC agent, or stakeholder raising the grievance.
Resolution:The action taken by A2Z Suvidhaa to address and resolve the grievance to the complainant’s satisfaction.
4. Grievance Redressal Process
A2Z Suvidhaa is committed to resolving grievances in a timely and fair manner. The process is as follows:
A2Z Suvidhaa will acknowledge receipt of the grievance within 24 hours via email or SMS, providing a unique complaint reference number for tracking.
If the grievance is lodged via phone, a verbal acknowledgment will be given immediately, followed by a written confirmation within 24 hours.
4.3 Resolution Timeline
Initial Resolution:Most grievances will be resolved within 7 business days, aligning with the refund processing timelines (e.g., 5-10 days for failed transactions as per the Refund Policy).
Complex Cases:For issues requiring further investigation (e.g., coordination with banks for failed payments), resolution may take up to 15 business days. Complainants will be updated weekly on progress.
4.4 Escalation
If the grievance remains unresolved or the complainant is dissatisfied with the resolution, they can escalate the issue to the Operations Team:
Email: info@a2zsuvidhaa.com
Phone: 9251133333, 0291-2727270
Escalated grievances will be reviewed within 5 additional business days, and a final resolution will be communicated.
4.5 Closure
Once resolved, A2Z Suvidhaa will notify the complainant via email or SMS, detailing the resolution and seeking feedback on the process.
Grievance records will be retained for 6 months, as per the data retention period outlined in the Privacy Policy.
5. Types of Grievances Covered
This policy covers, but is not limited to:
Transaction failures (e.g., money deducted but payment failed, as detailed in the Refund Policy).
Refund delays (e.g., exceeding the 5-10 day timeline for credit/debit card refunds).
Service quality issues (e.g., delays in train/flight bookings, recharge failures).
BC agent-related concerns (e.g., misconduct, incorrect transaction processing).
Privacy or data security concerns (e.g., as per the Privacy Policy).
6. Communication of the Policy
This policy will be prominently displayed on the A2Z Suvidhaa website under a dedicated “Grievance Redressal” section.
BC agents will be informed of the process during onboarding and through periodic emails.
Customers will be notified of their rights to raise grievances via transaction confirmation messages and the website’s Terms & Conditions page.
7. Compliance and Monitoring
A2Z Suvidhaa’s Operations Team will conduct quarterly reviews of grievance data to identify recurring issues and improve services.
Non-compliance by BC agents in adhering to this process (e.g., failing to report customer complaints) will result in disciplinary action, as outlined in the Terms & Conditions.
8. Limitations
A2Z Suvidhaa is not liable for delays caused by third parties (e.g., banks, payment gateways) beyond our control, as noted in the Refund Policy (e.g., network failures affecting refund timelines).
Grievances must be raised within 30 days of the incident to be eligible for resolution.
This policy may be updated periodically, with changes communicated via the A2Z Suvidhaa website, as per the practice outlined in the Privacy Policy. Updates will be effective immediately upon posting.