Grievance Handling Standards
And Procedures

Grievance Made Easy.

Helping You Resolve Every Step of the Way.

Users can raise complaints via email, customer support contact number, in-app chat, or a dedicated grievance submission form.

Clearly mention turnaround times: failed transactions within 7 working days and general queries within 48 hours for faster resolutions.

A step-by-step escalation process with contact details of the Grievance Officer and higher-level contacts for unresolved issues.

Every complaint generates a unique reference number, with acknowledgment sent within 24 hours and progress updates until resolution.

★	Ensure prompt, fair, and transparent resolution of customer complaints.
★	Maintain trust and enhance customer satisfaction.
★	Ensure compliance with regulatory standards across all service areas.

★	Applicable to all customers and service channels.
★	Includes online portals, mobile apps, call centers, and in-person support.
★	All customer-initiated grievances must follow this redressal process.

Customers can file complaints via:

★	Customer support phone: +91‑12345‑67890
★	Email: support@nexora.com
★	Web or mobile app grievance form
	Provide: Name, contact info, service type, transaction date, and issue description.

★	All complaints are logged and acknowledged within 24 hours.
★	Assigned to a grievance officer for investigation.
★	Resolution is provided within 7 business days.
★	If unsatisfied, escalate to the grievance escalation team within an additional 7 business days.

★	1st Escalation: Operational Grievance Officer
★	2nd Escalation: Head of Customer Satisfaction
★	3rd Escalation: Compliance & Governance Committee

Customers can file complaints via:

★	Aligned with RBI, IRDAI, Bharat Connect, NPCI, and other authorities.
★	Complaints beyond company control (e.g., payment system failures) are addressed with full cooperation with regulators.