GRIEVANCE REDRESSAL POLICY

We at OASYS value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.

Our endeavour is to provide You with a seamless experience while transacting via Site or App or any other OASYS Platform and when required, our in-app customer redressal support process, is able to address all Your concerns. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customized redressal, You may refer to the following redressal mechanism in the sequential order.

Grievance Redressal

We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through the Site.

Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.

Level 1

1. Complaints Registration:

You can register your complaint with OASYS Customer Support by clicking on the support option which is available on our OSS App or Web.
This service is available 24 hours a day and 7 days a week.

2. Resolution of Complaints:

a. We are committed to providingYou with our first response within 24 hours of receiving the complaint. We aim to resolve all Your complaints/queries within 3 business days.

b. Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed. In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system.

• For example, refund approval can be instant, but it may take 3-10 days to reflect money into the wallet account. Please note that such delays are attributable to banking and other operational issues.
• Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

Level 2

1. Complaints Registration:

You can access any of the following channels to escalate Your concerns if they have not been satisfactorily resolved at Level 1.

a. Send an email to customercare@oasyspay.in

b. Call our customer support centre on 1800-572-2770

We offer customer support service Monday to Friday (10:00 AM to 6:00 PM).

2. Resolution of Complaints:

a. We are committed to providing a first response within 24 hours of receiving the complaint.

b. We aim to resolve all Level 4 complaints within 2 business days. Any delay in the resolution time shall be proactively communicated to You.

Level 3

If Your query or complaint has not been satisfactorily resolved at previous levels, You can contact our Grievance Officer whose details are provided below:

Name : Shipra Srivastava

Address : OASYS Cybernetics Private Limited,

OAS Towers, No.3, Stringers Road,

Periyamet, Vepery,

Chennai – 600003,

Tamil Nadu

Email : complaint@oasyspay.in

Time : Monday to Friday (10:00 AM to 6:00 PM)

1. Any Level 3 escalation email should contain the following information:

a. User’s name

b. Registered contact number

c. Ticket number or ID of the complaint registered at Level 1

d. Details of why the resolutions provided at previous levels were deemed unsatisfactory

2. Resolution of Complaints:

a. We are committed to providing a first response within 24 hours of receiving the complaint.

b. We aim to resolve all Level 3 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to You

Level 4

Under Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:

Name : Ashish Yadav

Address : OASYS Cybernetics Private Limited,

OAS Towers, No.3, Stringers Road,

Periyamet, Vepery,

Chennai – 600003,

Tamil Nadu

Email : grievanceofficer@oasyspay.in

Time : Monday to Friday (10:00 AM to 6:00 PM)

1. Any Level 4 escalation email should contain the following information:

a. User’s name

b. Registered contact number

c. Ticket number of the complaint registered by Level 1

d. Details of why the resolutions provided at previous levels were deemed unsatisfactory

2. Resolution of Complaints:

a. We are committed to providing a first response within 24 hours of receiving the complaint.

b. We aim to resolve all Level 4 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to You