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For Prepaid Payment Instruments (PPIs) complaint registration
For Payment Aggregator complaint registration
Pine Labs Private Limited (herein after referred as "our" or "we" or "Pine Labs"), is inter alia a leading provider of retail POS (Point of sale) solutions that simplify payment acceptance, while creating business opportunities for Issuers, merchants and brands to connect with consumers. Pine Labs engaged in the business of providing software and information technology solutions for various companies which include, information technology and payment software solutions for point of sales, and credit card and cash payment network of terminals at retailers and other ancillary services in the business of offering services in retail automation, retail payment solution and transaction processing in India. Over the period, Pine Labs has established itself as a leading provider of integrated POS (point of sale) payments solution (enabling credit and debit cards acceptance) for all leading Cards acquiring Banks and large organized retail merchants in India.
What makes Pine Labs a market leader today is constant innovation to develop new robust solutions which go beyond payment acceptance and helped retailers to acquire and engage customers at Point of Sale. Pine Labs merchants and partners get a robust platform to create new revenue streams with best in class value added solutions like Instant EMI, Instant Discounts, Cash Back Programs, Pay by Points, Loyalty Solution, Corporate Gift Solution i.e. Qwikcilver, Pine Perks, Targeted Promotions, Dynamic Currency Conversion etc.
Pine Labs has set up a Pan-India presence and there are various teams categorized according to different work locations and hierarchies. The various team including the Sales, Stock, Central Deployment, ME Setup, Customer Support & Operations are jointly responsible for handling the customer service requests registered at the first instance and ensuring the customer services are delivered within the desired SLA and timelines.
A Customer Complaint is an expression of dissatisfaction from a Customer, requiring a response, about business activities performed by Pine Labs. 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 policy 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 Pine Labs.
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 Pine Labs through email/ call and if still not satisfied by the response he/she can approach Nodal officer appointed by Pine Labs.
In case, the Customer is not satisfied with response/ resolution of Pine Labs, he/she can reach to Ombudsman with his/her complaint or resort to other legal avenues for grievance redressal.
This policy is applicable to all products and services offered by Pine Labs under the PPI and PAPG operation and should be read in conjunction with the related operational guidelines issued from time to time.
Pine Lab’s policy on grievance redressal is governed by the following principles:
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.
Account debited but confirmation not received at merchant location i.e., charge-slip not generated.
The transaction will ride on UPI, card network, IMPS, etc. as the case may be. The TAT and compensation rule of respective system shall apply.
Beneficiary’s PPI not credited.
PI debited but transaction confirmation not received at merchant location.
* The aforesaid TAT shall be complied by Pine Labs to the extent applicable and may get affected due to dependencies on external factors or third parties which are beyond control of Pine Labs.
This document will be reviewed annually by the Regulatory-Compliance team of Pine Labs. 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.
Violation of this policy may result in penalty/action by RBI.
This section of policy is applicable to all the Customers availing the services of Pine Labs as Payment Aggregator.
For PA Customers, Pine Labs has a Customer Support Helpdesk distributed in two teams: Contact Centre (IVR), Plutus L2 services (Mails, Mobile App and Web) to address its customers grievances and further Company has Internal Ombudsman process as per RBI Guidelines.
Complaint Registration Process Flow (IVR, Mail, Web & My Plutus App)
1. Our customers can register their grievances with us through various touch points:
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 @ cs.head@pinelabs.com.
With this multi-layered and robust grievance redressal mechanism, Pine Labs not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.
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 Pine Labs.
Customer can contact Nodal Officer by email or by sending letters at below mentioned address: Name: Ms. Ritu Verma Pine Labs Private Limited Plot No. B2, 4th & 5th Floor, Building 6, Candor Tech Space, Sector 62, Noida-201309 Email : rbi.nodalofficer@pinelabs.com Tel No.: 0120-4033600
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 onhttps://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 Pine Labs.
Periodic MIS review based on complaint category, classification, turnaround time and location is carried out.
This section of policy is applicable to all the Customers availing the products/services offered via business vertical - Pine Perks of Pine Labs.
Publicizing redressal mechanism:
The grievance redressal mechanism is appropriately displayed on the Pine Perk’s website and mobile application to spread its awareness among its customers.
Complaint Channels:
Complaint Ticket:
Complaint Tracking:
Complaint Resolution Timelines
1. For general complaints, resolution shall be done as per the timelines mentioned in the escalation matrix below under point 4 and Company has Internal Ombudsman process as per RBI Guidelines.
2. PINE PERKS CHARGES AND FEES
Standard Charges, Fees and Validity Period associated with pre-paid instruments are given below:
Please note: There may be transaction fees at special merchant categories such as fuel stations etc. These charges will be applicable to the Customer/purchasers of the respective instruments and are subject to change.
Customers should register themselves for SMS and e-mail alerts, for electronic payment transactions. Customers are advised to keep their prepaid instruments and its credentials secure at all times and not share it with third parties. In case the Customers / card holder believes that the credentials have been compromised or resulted into misuse of the instrument, they can reach out to Pine Labs customer support with a request to block the card immediately / regenerate the credentials. Pine Labs shall take the request and block the card immediately subject to the Customer providing the card number. However, Pine Labs shall only reissue the card on successful submission of ownership of the card by the cardholder.
1. If the Customer's issue is not resolved even after contacting various complaint resolution channels or if the customer is not satisfied with the response, he/she can reach out to the Customer Service Head.
Pine Labs Private Limited, Plot No. B2, 4th & 5th Floor, Building 6, Candor TechSpace, Sector 62, Noida-201309 Email id: cs.head@pinelabs.com - Rupay and Mastercard PPIs issued by Pine Labs (Under the brand name of Pineperks) info@qwikcilver.com - Merchant PPIs issued by Pine Labs (Under the brand name of Qwikcilver).
2. In the event any additional time is needed to resolve a Customer’s complaint, Pine Perks will inform the customer the reasons for such delay and provide expected timelines for the resolution of the complaint.
3. If the complainant is entitled to any compensation as a result of resolving the complaint, the compensation will be paid to the complainant.
If the Customer's issue is not resolved even after contacting Customer Service Head or if the Customer is not satisfied with the response, he/she can reach out to Nodal Officer appointed by Pine Labs.
Ms. Sandhya Apte Pine Labs Private Limited Plot No. B2, 4th & 5th Floor, Building 6, Candor TechSpace, Sector 62, Noida - 201309
Any customer aggrieved by an act or omission by the Company may file a complaint free of cost with the Ombudsman for Digital Transactions having jurisdiction on any 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 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 Centralized Receipt and Processing Centre - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. For any guidance in filing of a complaint or any other support one can connect to toll-free number – 14448 (9:30 am to 5:15 pm).