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Customer Grievance Policy (for Novopay Wallet consumers)

The purpose of the document is to provide information to Novopay customers of the various channels available through which they can reach out to Novopay for any grievance on Novopay services and timelines for grievance resolution.

Novopay has a dedicated Customer Care team for managing any customer queries and grievances, if any.

We value our customers:

Customers can share their feedback or grievance, on any of the Novopay services, towards any deficiency in service or any communication, they have had with Novopay employees, on which they are not satisfied.

Following mentioned below are the channels through which customers can send in their Complaints Queries or Requests

Channel Contact Details Working Hours
Phone Novopay Customer care: 092431 92431 09.00 AM to 09.00 PM
Monday to Saturday
Email Write to: care@novopay.in 09.00 AM to 09.00 PM
Monday to Saturday
Courier Attn: Nodal Officer
Novopay Solutions Pvt Ltd.,
#18/2A, GRS Towers, Second Floor,
Above Spencer’s HyperMart, Sarjapura Road,
Bangalore 560 102
09.00 AM to 09.00 PM
Monday to Saturday(Except Govt. Holidays and National Holidays).

The above mentioned channels are for redressal of Novopay customer grievances or complaints, providing online support wherever possible, and for capturing customer feedback on Novopay services.

Novopay on receipt of any complaint, grievance or feedback will reach out to the respective customer and the same will be resolved in the specified timeline as communicated below.

If any of the above complaint/grievance is not addressed to the satisfaction of the customer in the below specified timeline, then the customer can choose to escalate the same to Level 2 of the escalation level as given below, with the original complaint ticket no and the details there off, of the issue raised. The escalation process is as mentioned below in the Escalation section.

Note – escalations without an Original Complaint ticket number will not be treated as an escalation

Customer Resolution Timelines:

No. Complaint Type Estimated Timelines (SLA)
1 Any Novopay Wallet Transaction related issue Within 7 working days of receipt of the grievance. (In case of involvement of any third parties in resolution, timelines followed by leading banks/partner would be applied and communicated to customers)
2 Novopay Wallet related issues 5 Working Days

The process is split into two steps:

  1. Acknowledgement: Acknowledgement of consumer query or complain will be sent to the customer. This will be delivered via email, based on availability of email id of the customer.
  2. Resolution: Response will be sent to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.

Escalation Matrix:

Novopay provides 3 layered customer support

Levels Person/Team Mode Escalation protocol
Level 1 Novopay Customer Care Novopay Customer care: 092431 92431
Write to: care@novopay.in
Novopay Customer Care team will acknowledge the grievance immediately on the receipt of complaint in the form of:

  • Auto response in case of Emails :
  • Answering the calls at the call centre.

In all the scenarios a reference number (Ticket No) would be provided for all future communication around the particular complaint.

  • The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern.
  • All complaints would be closed only basis the customer’s feedback and acceptance of closure.
Level 2 Novopay Customer Care Novopay Customer care: 092431 92431
Email to: txnsupport@novopay.in
In case the customer is not satisfied with the

  • Resolution provided by Level 1 executives
  • Behaviour of any representative or staff member at Novopay

Breach in the above mentioned Service Level Agreements or timelines

Level 3 Nodal Officer Registered post/courier:
Attn: Nodal Officer
Email to: nodalofficer@novopay.in
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above mentioned escalation steps, the customer can escalate the concern to the highest level

* Please note all the complaints sent to this level would be entertained only if the communication sent contains the complaint number shared at level 1