Grievance Redressal
We're here to help. Learn how to raise a concern and how we ensure timely, fair resolution of customer grievances.
1. Purpose and Scope
At Paywize, we are committed to delivering exceptional service standards and ensuring a seamless experience for all our customers. We have instituted a structured grievance redressal mechanism to address and resolve any service-related concerns in a prompt and efficient manner. Our customer care team is available 24x7 to provide timely assistance.
This policy outlines the escalation matrix to be followed in case of unresolved issues, ensuring that every concern is acknowledged and resolved within a defined timeframe.
2. Grievance Redressal Levels
Level 1: Customer Care Team
For any service-related queries, complaints, or support requirements, please reach out to our Customer Care team.
- Phone: +91 91099 10995
- Email: care@paywize.in
- Response Time (TAT): Within 24 hours
Level 2: Grievance Redressal Officer
If you are not satisfied with the resolution provided by our Customer Care team, you may escalate your concern to our Grievance Redressal Officer.
- Designation: Head – Grievance Redressal
- Email: grievances@paywize.in
- Response Time (TAT): Within 3 working days
Level 3: Nodal Officer
If the resolution at Level 2 is not satisfactory, you may further escalate the matter to our designated Nodal Officer.
- Designation: Nodal Officer
- Phone: +91 91147 11479
- Email: nodalofficer@paywize.in
- Response Time (TAT): Within 5 working days
3. Important Note for Regulatory Authorities and Partners
For expedited handling of sensitive or legal matters, we request that Regulatory Bodies, Law Enforcement Agencies, and Partner Service Providers directly contact our Nodal Officer. Your cooperation ensures timely and effective resolution of such matters.