Grievance Redressal Policy

RupayAid is committed to handling customer complaints fairly, respectfully and promptly.

1. How to Raise a Complaint

Customers may submit a complaint through:

Email: rupayaid@gmail.com
Phone: 9384946499
WhatsApp: 9384946499
Postal Address: 80, 3rd Floor, AK Complex, Kamatchi Amman Kovil Street, Above Canara Bank, Heritage town, Puducherry.

Please include:

  • Full name
  • Registered mobile number
  • Application/Customer ID, if available
  • Description of the issue
  • Relevant transaction/reference number
  • Supporting documents, where applicable

2. Complaint Handling

Once received, the complaint will be recorded and assigned for review.

RupayAid will investigate the matter and communicate the outcome or next steps within the applicable timeframe.

 

3. Escalation

If you are not satisfied with the response, you may request escalation to:

Grievance Officer: Malar
Email: rupayaid@gmail.com
Phone: 9384946499

 

4. Regulatory Escalation

Where RupayAid operates through or as a regulated entity and the applicable regulatory framework provides an external grievance mechanism, customers may use that mechanism after following the applicable internal complaint process.

The applicable mechanism and contact details will be provided to customers where relevant.

 

5. Respectful Communication

RupayAid expects complaints to be raised respectfully.

Our staff will also communicate with customers professionally and without harassment or intimidation.

 

6. Record Keeping

Complaints and their resolution will be recorded and retained in accordance with applicable legal and regulatory requirements.

 

 

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