Objectives:
The objective of the policy is to ensure that:
- All customers are treated fairly at all times.
- All complaints, critical requests and issues raised by customers are dealt with courtesy and resolved on time.
- Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.
Redressal mechanism for grievances
Level 1
Online queries via email – care@prakamapay.com
First response time – 2 working days
Resolution Time
- prakamapay’s internal resolution time – 4 working days
- Resolution time does not include time taken by the customer to provide required information/documentation.
- If any case/transaction is linked to other bank then the TAT will be dependent on the respective banks /network providers/regulator. Resolution time will include this TAT along with prakamapay’s internal resolution time.
- If in any case additional time is needed, prakamapay will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.
Level 2 (Queries)
If timely resolution is not provided in Level 1 or customer is not satisfied with the resolution provided, he/she can call helpline number between 10am to 6.30 pm on working days
Phone – +91 11-41733223, +91 11-42548401
Resolution Time
- prakamapay’s internal resolution time – 2 working days
- Resolution time does not include time taken by the customer to provide required information/documentation.
- If any case/transaction is linked to other bank then the TAT will be dependent on the respective banks /network providers/regulator. Resolution time will include this TAT along with prakamapay’s internal resolution time.
- If in any case additional time is needed, prakamapay will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.
Level 3 (Complaints)
If the customer’s issue is not resolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, he/she can reach out to the Nodal Officer at:
Nodal Officer
Prakama Payment Pvt. Ltd.,
E-109, Railway Station Complex, Sector-20, Nerul West , Navi Mumbai, Maharashtra 400706
Email : nodalofficer@prakamapay.com