Objectives and Scope This policy outline a structured grievance redressal mechanism available to customers and external partners for escalating their complaints to obtain a resolution. This policy covers all the products/services offered by Bill Baro. It aims to improve customer experience and service delivery by ensuring quick and specific redressal of all customer grievances. Bill Baro strives to provide best-in-class service delivery and has a dedicated customer care team operates 24X7 for addressing such complaints. As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the Company. The feedback provided by our customers is treated as an asset to the Company, evaluated and customized to improve our products and services. This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantees and timelines by which we will try and ensure resolution to our customer concerns.
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
These aforesaid mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services. On receiving customer feedback/complaint/query, our executives would reach out to the customers and ensure that all grievances are addressed within a period as communicated below. If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section. Note- escalations without a complaint reference number will not be treated as complaints.
As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.
In case the customer is not satisfied with the response from customer service executive, escalation to Level 2 can be triggered.
Write to us: 2-1-464/463 Flat No.401, Royal Villa, Nallakunta, Hyderabad, Telangana, 500044 Email ID: praneeth.roche@payzigo.in Contact number- 9573409307
1. All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed and resolved within forty-eight (48) hours up to a max of seven (7) days in special cases pertaining to third party transactions.