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Grievance Policy
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.
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. 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. The customer services and operations relate to various service requests including but not limited to the New POS Installations, DE installations, ReInstallation, and Upgrade or handling Post Deployment Support issues like Paper Roll Dispatch, PRS/Network Connection Issue, and Hardware Damage etc.
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.
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.
* 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.
Section: A
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.
Broad description of the Transaction Life Cycle.
Complaint Registration Process Flow (IVR, Mail, Web & My Plutus App)
Level 1.
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.
Level 2
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 Labsnot only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.
Level 3
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:
Pine Labs Private Limited, Plot No. B2, 4th & 5th Floor, Building 6, Candor TechSpace, Sector 62, Noida-201309 Email : rbi.nodalofficer@pinelabs.com
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.
Guidelines on Regulation of Payment Aggregators and Payment Gateways issued vide RBI/DPSS/2019-20/174 DPSS.CO.PD.No.1810/02.14.008/2019-20 March 17, 2020
Reserve Bank of India (RBI) circular DPSS.CO.PD.No.1102/02.14.08/2009-10 dated November 24, 2009
RBI Circular DPSS.CO.PD No.629 / 02.01.014 / 2019-20 dated September 20, 2019
Section: B
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
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.
Level 1