At here, the users experience is what we deliberate and focus on. This is why we listen and take the time to know our users and take their concerns seriously. Going skin-deep to analyze and scrutinize, how you would feel from the time you step-in to us till the time you are done, helps us evolve and enhance our services. If a user has found our experience simple and incredible we know we are doing something worthy. However, when a user is concerned or has complaints we do everything we can to fix it and make it right.
Sensitizing staff on handling complaints
Our staff undergoes regular training to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the consumer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.
Estimated time taken to address your queries, concerns, complaints
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations
First response to a users query/ concern 24 hrs
Follow-up queries 48 hrs
Escalated cases 7 days
Customer grievances 15 days
Concern raised to Nodal officer 15 days
NEFT to users bank account 7 days
*Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.