Mahagram is committed in its efforts to provide superior value and deliver best in class services to its customers. It has been our constant endeavor to remain committed as a payment service provider which continuously innovates and delivers exemplary service to add value for our customers. We offer the widest range of services with an element of diligence, trust and transparency and hence believe in offering an effective and efficient Customer Grievance Policy for our customers.
This policy aims at ensuring customer grievances are handled professionally with due sensitivity, urgency and resolution as per our customer’s expectations. Our customers are the center of all that we do as a business and our policy reflects the same sentiment of customer centricity on the following principles –
- Customers are treated fairly at all times.
- Complaints raised by customers are dealt professionally, with courtesy and in a timely manner
- Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints
- Complaints are treated efficiently and fairly
- Our employees work in good faith and without prejudice, towards the interests of our customers
In order to make Mahagram Redressal System more meaningful and effective, we have a structured system which will ensure that customer complaints are handled seamlessly and well within the stipulated timeframe. Mahagram has a 24X7 Call Centre for customer assistance and complaints.
Customers can give a missed call on our Customer Care Helpline 02239690555 and a Mahagram Care executive will call back shortly.
If you are not satisfied with the quality of service(s) offered, please write to our Customer Care at firstname.lastname@example.org or Refer to the grievance policy, for which the procedure for escalation of complaints will be as follows:
Escalation Level – 1. Reach Us 011-39585158 (Response Time: Seven Business Days)
Escalation Level – 2. Write to Customer Care Head: email@example.com
(Response Time: Fifteen Business Days)
Escalation Level – 3. Write to Nodal and Compliance Officer: firstname.lastname@example.org
(Response Time: 21 Business Days )
Please quote the Ticket Number issued for your complaint in your Customer Grievance Redress Escalation. Customers are requested to connect to the next level only if they do not receive a response or resolution from the current one within the stipulated time frame.