Qwikcilver Grievance Redressal Policy
Customer Grievance Redressal Policy
1. Grievance Redressal Awareness:
Publicizing redressal mechanism:
The grievance redressal mechanism is appropriately displayed on the Pine Labs’ website to spread its awareness among its customers.
2. Grievance Redressal Mechanism:
Complaint Channels:
- Customer care number
- Email ID
- Website (‘Contact Us’)
Complaint Ticket:
- The Customer will be given an acknowledgment/ticket number of his/her complaint to address the complaints raised by customer.
- All customer complaints received through digital channels will be acknowledged through an email along with a need-based intimation to the Nodal Officer.
Complaint Tracking:
- An automated system is used to digitally record the customer complaints received through multiple channels, which will also be accessible to the entire customer service department to monitor and update the status of each complaint.
- Each of these complaints will be assigned a unique tracking number which will be shared with the Customer for future reference and monitoring purposes.
Complaint Resolution Timelines:
- For general complaints, resolution shall be done as per the timelines mentioned in the escalation matrix below under point 3 and Company has Internal Ombudsman process as per RBI Guidelines.
3. Liability In Case Of Unauthorised/fraudulent Transactions:
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 any 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 issue the card on successful verification of ownership of the card.
| CUSTOMER LIABILITY IN CASE OF UNAUTHORISED ELECTRONIC PAYMENT TRANSACTIONS THROUGH PINE LABS PVT LTD- PPI | ||
|---|---|---|
| Sr. No. | Particulars | Maximum Liability of Customer |
| (a) | Contributory fraud / negligence / deficiency on the part of Pine Labs (irrespective of whether or not the transaction is reported by the Customer) | Zero |
| (b) | Third party breach where the deficiency lies neither with Pine Labs nor with the Customer but lies elsewhere in the system, and the Customer notifies Pine Labs regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from Pine Labs and the reporting of unauthorised transaction by the customer to Pine Labs | |
| i. Within three days# | Zero | |
| iI. Within four to seven days# | Transaction value or ₹10,000/- per transaction, whichever is lower | |
| iii. Beyond seven days# | As per the discretion of Pine Labs, subject to investigation | |
| (c) | In cases where the loss is due to negligence by a Customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to Pine Labs. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Pine Labs. | |
| (d) | Pine Labs may also, at its discretion, decide to waive off any customer liability in case of unauthorised electronic payment transactions even in cases of customer negligence. # | |
| # The number of days mentioned above shall be counted excluding the date of receiving the communication from Pine Labs. | ||
4. Broad Customer Complaint Mechanism With Escalation Matrix:
Level 1
| Complaints Channel | Merchant PPIs issued by Pine Labs (Under the brand name of Qwikcilver) | Network PPIs issued by Pine Labs (Under the brand name of Pine Perks) |
|---|---|---|
| Customer care number | 080-69806393 | 080-69806393 |
| Email ID | support@woohoo.in | support@pineperks.in |
| Website ‘Contact Us’ | https://www.qwikcilver.com/contact-us/ | https://www.pineperks.in/contact |
Estimated timelines at various levels of queries/escalations:
- Acknowledgment of the complaint – for email and website, the acknowledgment is sent immediately.
- First response to a Customer’s query/concern – within 48 working hours
- Follow-up queries – 3 working days (Post 1st Response to customer)
- Escalated cases – 7 working days (Post follow-up queries TAT)
- Customer grievances raised to Nodal officer – 15 working days.
Level 2
- 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 Tech Space, Sector 62,
Noida-201309. - Email id: cs.head@pinelabs.com – 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.
- If the complainant is entitled to any compensation as a result of resolving the complaint, the compensation will be paid to the complainant.
Level 3
NODAL OFFICER
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. Navodita Yadav
Pine Labs Private Limited,
Plot No. B2, 4th & 5th Floor, Building 6,
Candor Tech Space, Sector 62,
Noida-201309.
| Complaints Channel | Pine Labs PPIs Under the brand name of Pineperks and Qwikcilver |
|---|---|
| Customer care number | 080-69806393 |
| Email ID | nodal.officer@pinelabs.in |
Level 4
Any customer aggrieved by an act or omission by the Company may file a complaint free of cost with the Reserve Bank – Integrated Ombudsman Scheme, 2021 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).
