Introduction to Grievance Policy
AeronPay believes that excellence in customer service is an important imperative for sustained business growth. As a service organization, customer service and customer satisfaction are our prime focus. We aim to ensure our customers receive exemplary service across all our touchpoints. This policy encompasses a structured grievance redressal mechanism and a framework for addressing customer grievances/complaints.
AeronPay Grievance Redressal mechanism for grievance raised over Email
| Level | Raise | Contact Details | Response Time | Remarks |
|---|---|---|---|---|
| Level 1 | Raise a Support Ticket. | Customer Care Contact Email: support@aeronpay.in |
Less than 24 hours |
➤ Aeronpay Customer Care team will acknowledge the complaint with a ticket number. ➤ We are committed to providing You with our first response within 24 - 48 hours of receiving the complaint. ➤ Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, Aeronpay will inform the same to the customer. |
| Level 2 | Raise a Grievance. | Grievance Escalation Team Contact Email: grievance@aeronpay.in |
Less than 72 hours |
➤ In case of Level 1 resolution is not satisfactory,
the customer can escalate the same to the Grievance Escalation Team. ➤ The ticket number of 1st level is mandatory. ➤ We are committed to providing You with our first response within 24 hours of receiving the complaint. ➤ In case of any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and direct mail to the Grievance Escalation Team. ➤ Resolution within 5 working days except for national holidays. ➤ Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, Our Grievance Escalation Team will inform the same to the customer. |
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