Grievance

A Customer Complaint is an expression of dissatisfaction from a Customer, requiring a response, about business activities performed by Benow. A Customer is the focus of the organization’s products, services and people and an organization’s growth is largely dependent on the satisfaction of the Customer. This document outlines a structured grievance redressal mechanism to inform customers about the various channels available to them to escalate their complaints with respect to any grievances arising from availing the services of Benow.

This policy details a mechanism for receiving and redressing Customer grievances courteously, promptly and satisfactorily.

There are various channels, where a customer can lodge his/her grievance –in person, by telephone, through website & email. If a complaint received by any of the above channel are not resolved within the prescribed time frame or he/she is not satisfied with the resolution offered, he/she can approach Customer Service Head of Benow through email/ call and if still not satisfied by the response he/she can approach Nodal officer appointed by Benow.

In case, the Customer is not satisfied with response/ resolution of Benow, he/she can reach to Ombudsman with his/her complaint or resort to other legal avenues for grievance redressal.

• Customer shall be treated fairly at all times;
• Complaints raised by customers shall be attended with courtesy and in time.
• Customers are provided with effective and satisfactory resolution within an acceptable time period
• Customers are provided with effective and satisfactory resolution within an acceptable time period

Guidelines for handling grievances / complaints of Customer has been put in place as below to ensure adequacy of response, response time, prompt closure, entry into a tracking system and analysis of recurring issues and trends.

• While handling the complaints record keeping requirements and local laws and regulations must also be adhered to. All Customer interaction related to the complaints/ request should be preserved for future reference as per the System of Benow. All complaints/grievance are recorded in our Customer Relationship Management (CRM) system.
• Customer are provided with the Customer reference ID to facilitate follow-up, if required for future references.
• Acknowledgment is provided to the Customer for complaints received.
• Timelines are defined for the resolution.
• Close looping is done by communication of resolution to the Customer
• CRM is updated with every communication – i.e. email/Call to the Customer
• Periodic reporting and review by senior management
• Analysis of recurring issues and trends

This document will be reviewed annually by the Regulatory-Compliance team of Benow. The policy may also be reviewed in case of any change in the Policy Guidelines as released by RBI. In case, any changes are approved, the same will be made available to staff / concerned personnel / contractors.

• Dedicated call center – 022 - 62634100  And Toll - free Number
• By writing an email to Hello@benow.in
• By Visiting website  https://www.benow.in
• Mobile App: Benow Merchant App
• Customer can also contact Customer Care by sending letters through post/courier at 91springboard, Lal Bahadur Shastri Marg, Ambewadi, Godrej & Boyce Industry Estate, Vikhroli West, Mumbai, Maharashtra 400079

2. A dedicated team reviews all such grievances received and provides a resolution to the customer on priority basis. All such Grievances are entered into our Complaint Management System for further resolution.

3. An acknowledgement is sent/communicated to the Customer acknowledging his/ her complaint/grievance on receipt of the complaint/grievance.

4. If the Customer is not satisfied with the resolution provided by grievance cell, the Customer can go for next level of escalations.

If a customer needs to further escalate his/her complaint, he/she can write to the Customer Service Head Saurabh.jadhav@benow.in"

With this multi-layered and robust grievance redressal mechanism, Benow not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.

• Review the grievances received and resolve in co-ordination with departmental heads.
• Liaise with respective functions for speedy closure of complaint.
• Regularly review and suggest revisions (if needed) in the grievance handling procedures for Benow
• CS Head would share findings and relevant gaps in the existing processes and work with process owners to put in place corrective actions.
• To ensure that the Grievance Redressal Team is promptly handling all grievances received
• Simultaneously, Grievance Cell logs an interaction in CRM.

If the Customer is still not satisfied with the resolution provided by CS Head, he/she can approach Grievance Redressal Cell by writing to Nodal Officer.

Nodal Officer is a representative of Customer/ Merchant and ensures appropriate resolution by interfacing with different functions within Benow.

Customer can contact Nodal Officer by email or by sending letters at below mentioned address:

Name: Mr. Naman Jain
Cashless technologies India Private Limited

Email :  Naman.jain@benow.in

OR

Nodal Officer

Any person may file a complaint free of cost with the Ombudsman for Digital Transactions having jurisdiction on any one of the grounds alleging deficiency in service. The salient feature of the Ombudsman scheme is available on the company website and can be requested from the Customer Service Head / Nodal Officer at the abovementioned address.

The complaints under the Scheme can be filed online on https://cms.rbi.org.in". Complaints can also be filed through dedicated Email Id CRPC@rbi.org.in and physical form, including postal and hand- delivered complaints, addressed and sent to the Centralised Receipt and Processing Centre - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.

Grievance management is supported by integrated CRM system. The main functionalities of the system are:

All touch points can log a complaint through CRM system. The system generates a Complaint Reference Number which is communicated to the Customer.

Once all touch points log the complaints in the system, the complaint status can be tracked by various stakeholders at any given point of time. The current CRM sends escalations to the next level in case the complaint is not resolved. MIS is also being getting shared with all the relevant stakeholders keeping them informed about the total number of complaints open and their TAT. The complaint is then resolved by the respective process owners. The resolution by the respective process owners is also communicated to the Customer.

In case Customer/ Merchant approach us through any of our contact channel for queries or complaints, or approach our corporate center, we shall initiate a confirmation of the query logged either through phone / email/ SMS immediately and the same shall get resolved either as a First Call resolution

(FCR) within 24 hours or it is assigned to concerned department on priority on the basis of the nature of request/complaint. Further, at each level, the complaint will be resolved with- in 15 business days subject to any external factors not in the control of Benow.

Please refer to Pinelabs Grievance Policy from payment regeneration points

Periodic MIS review based on complaint category, classification, turnaround time and location is carried out.