Complaints and grievance Redressal Hub
1MONEY™ developed a detailed multi-step process of Root Cause Analysis for escalated complaints to Identify and extract issues that concern the customer. This involves to Obtain feedback from units who interacted with the customer i.e. agents/Customer Care/AI. 1MONEY™ Map processes of handling the issue; determine if the current process is followed optimally to Identify root causes of complaints and erring units, if any. This Initiate process changes, if required. Our Tracking impacts the process changes. This Check for persistent issues and find solutions to avoid their recurrence. 1MONEY™ exercises Transparency to the customer providing with information regarding the channels they can access to service their requirements and resolve their issues. In addition, the turnaround-time for issues to be redressed including investigation and resolution shall be communicated transparently. 1MONEY™ enables customers to avail of services through multiple digital channels such as web and mobile application. This excludes the use of cash and paper in all forms. 1MONEY™ processesthe escalation of complaints onaddressing of issue level by level and in case the customer is not satisfied with the resolution provided by the current level, 1MONEY™ will be diverted to the next level available in the agent branches/Banq’s website/Banq’s call center. 1MONEY™ shall exercise continuous efforts to educate its customers to enable them the importance of banqing and indulging in the financial products and make informed choices regarding various schemes and reduce errors in banqing transactions. 1MONEY™ shall have established hierarchy at various levels to review customer grievances and enhance the quality of customer service which is as follows.
Time frame for response: The turn-around-time for the responding to a complaint is i. Normal cases (other than the one mentioned below): 6 days within business working hours to 7 working days for normal cases. Fraud cases, Legal cases and cases which need retrieval of documents and exceptionally old records: 15 working business working days. Cases involving 3rd party (other Banks): 30 working days. Chargeback related cases: 45 to 90 working days or as per VISA/Master Card guidelines. For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to and for overseas branches the response will be routed through the compliance officer of the respective location. If any case needs additional time, 1MONEY™ will inform the customer/regulator the reasons of delay in resolution and provide expected time lines for resolution of the issue.
1MONEY™ Customer care conduct monthly quality audit to ensure proper classification and assignment of requests/complaints and to check whether the resolution is complete and correct. 1MONEY™ shall have a structured program of customer surveys that are conducted to understand customer interaction and satisfaction with the services provided by 1MONEY™. In addition to the periodic surveys conducted to gauge satisfaction with the transactions, separate surveys shall be conducted to obtain customer feedback on specific issues. In addition to structured customer surveys, feedback from customers shall also be obtained through branch level service meets and various questionnaires/meetings for improvement in customer service.