Summary
Being a service organization, providing quality customer service and ensuring customer satisfaction are the prime concerns of Mosambee. Mosambee believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing repeated instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of any customer complaints and grievances that may arise despite this. We strongly believe that a satisfied customer is the most important factor in developing our business. The Customer Grievance Redressal Policy outlines the framework for addressing the customer grievances.
Exclusion
In-direct merchants which are not acquired by Mosambee.
Objectives
The objective of the policy is to ensure that:
a. All customers are always treated fairly and without bias.
b. All issues raised by customers are dealt with courtesy and resolved on time.
c. Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint
d. Mosambee employees shall work in good faith and without prejudice in the interest of the customer.
All customers are entitled to register a complaint if dissatisfied with the services provided by us. This can be done through a variety of options.
Modes of Grievance Registration
Merchants or their customers can register grievances through various options, as under:
a. Customer Care Voice Customers / Merchants can contact our Customer Care over the phone for redressal of issues.Help desk number – +91 22-62280555
b. EmailCustomers can log a complaint by writing an email on the below mail address.
Email ID – support@mosambee.in
c. WebsiteCustomers can log a complaint by writing in the Contact-Us section of Mosambee website @ https://home.mosambee.in
d. In-AppMosambee app has in-built capability to raise an issue using from About Mosambee section.
Resolution of Grievances
Mosambee shall strive to resolve the complaints at various touch points itself, within the stipulated timelines. In addition, a complaint escalation mechanism is instituted that includes a Principal Nodal Officer in-charge of resolving any escalations.
| Issue Type | TAT |
| General complaints | 2 to 3 working days |
| Fraud / legal cases requiring document/record retrieval >3-month-old. | 10 working days |
| Cases involving third party | 15 working days |
| Chargeback related cases | 45 to 90 working days |
For all the complaints received through regulator, timelines as mandated by respective regulator will be adhered to. In case a complaint requires additional time for resolution, the support team / nodal officer will proactively inform the customer about the reason for the delay and specify the additional time required for resolution.
Principal Nodal officer
If the customer is not satisfied with the resolution provided even after contacting various complaint resolution channels, the complaint may be escalated to the Principal Nodal Officer by sending an email @ nodalofficer@mosambee.in
Acknowledgement
Acknowledgement shall be given to every customer within two hours as mandated by the regulator for all complaints received between 9 am to 5 pm between Monday to Friday. Complaints received during non-working hours will be acknowledged on next working day.
Tracking & Reporting
a. All complaints will be registered in a complaints management system of the company.
b. Complaints will be assigned a unique reference number which will be communicated to the complainant along with an appropriate turnaround time. In case the resolution needs additional time, an interim response shall be sent to the complainant.
c. The acknowledgment and reference number shall be sent to the customer by SMS / Email etc.
d. The compliant shall be resolved for the best satisfaction of the customer as early as possible but in no case later than the TAT stipulated in this policy.
e. Responsibility towards redressal of complaint rest with operational staff up to corporate office depending upon the gravity of the complaint.
f. On resolution of complaint or delay in resolution of a complain, communication will be sent to the customer to this effect.
g. The functional heads will be responsible to resolve customer complaint relating to services.
h. Complaints to the regulator, if any, shall be resolved by the compliance department in coordination with functional departments.
i. Report shall be generated at various stages to keep the management aware on the status of resolution.
j. All complaints shall be monitored at appropriate levels and marked as closed only after resolution of the customer grievance and due communication to customer.
Internal Review Mechanism
In line with RBI guideline, Mosambee has also set up the following committee to monitor and review customer service and grievance mechanism of the Mosambee Customers and Merchants. Feedback is shared with management, on implementing service initiatives while assessing customer feedback on the overall quality of service rendered by us.
Customer Service Committee
The above Committee shall be chaired by Nodal Officer. The Committee meets quarterly and is responsible for understanding opportunities that may exist for service development and product enhancement, particularly towards enhancing customer experience. Customer representatives may be invited to attend the meetings of this Committee. The committee will also review audit reports to undertake lapses are reduced with continuous process and technology improvements.
Sensitizing Operating Staff on Handling Complaints
a. The company shall impart training on an ongoing basis to all employees on handling complaints/ redressal of grievances/ customer counseling / Information Security. b. The Principal Nodal Officer of the company shall ensure that internal machinery for handling complaints/ grievances operates smoothly and efficiently at all levels. c. Review of the policy: This policy shall be approved by the Customer Service Committee and will be reviewed annually.
Quality of Resolution
The Company shall conduct quarterly internal quality audit to ensure proper classification and assignment of requests/complaints and to check whether the resolution is complete and correct. Quality findings to be shared with the key stakeholder’s post audit and discussed in the meeting of the Customer Service Committee and also reported to the Board of Directors.
Process Improvements
The product teams, channels and units shall ensure that the information on customer complaints and issues is used for process and technology improvement. The complaints would essentially provide valuable insight into areas of improvement within the company’s internal processes and procedures (including automated processes) that impact ability to conduct its business efficiently and successfully.
Employee Training & Awareness
Staff shall be periodically trained on the basics of handling and resolving customer issues. Issues or complaints shall be resolved based on the following principles:
a. Prompt response within the stipulated time frame b. Maximization of customer retention at minimum cost c. Correction of mistakes and errors quickly d. Minimize further complaints business efficiently and successfully.
Responsibilities of Customer Service Committee
The Customer Service Committee overlooks the implementation of various customer service guidelines as mandated by Reserve Bank of India and card schemes. The Committee reviews customer service initiatives and deliberates innovative measures for enhancing the quality of customer service and improving overall service levels.
Reporting requirements: The following reports shall be submitted to the Customer Service Committee as and when it meets. The reports shall include the following information:
a. The total number of complaints received during the reporting period e.g. Cards, Wallets etc.
b. The total number of complaints resolved and outstanding at the end of the reporting period by ageing
c. Top 5 issues emanating from analysis of complaints
d. Analysis of complaints received at banks
e. Categorizing of complaints received as High, Medium, Low Risk
f. Process audit reports.