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DPSPL: Customer Grievance Redressal Framework
Set out below is a high level summary of the key aspects of the proposed
customer grievance redressal framework to be set up by DPSPL upon receipt of
authorisation from the RBI as a payment aggregator.
1. Scope
This Framework sets out the proposed customer grievance redressal mechanism to
be implemented by DPSPL to address grievances / complaints raised by its
customers (i.e. persons with whom DPSPL has executed a merchant agreement).
DPSPL will treat its customers in a transparent and fair manner, and will deal
with customer complaints with courtesy and in a timely manner. Upon receipt of
authorisation from the RBI, the Applicant shall adopt a policy for disposal of
customer complaints which shall be compliant with the necessary requirements
prescribed under the extant regulatory framework of the RBI (to the extent
applicable to its payment processing activities):
 * the PA Guidelines;
 * the Circular issued by the RBI on ‘Online Dispute Resolution (ODR) System for
   Digital Payments’ dated August 6, 2020;
 * the RBI Circular on ‘Harmonisation of Turn-Around Time (TAT) and customer
   compensation for failed transactions using authorised Payment Systems’ dated
   September 20, 2019; and
 * the Ombudsman Scheme for Digital Transactions, 2019 (“Ombudsman Scheme”).

In terms of this framework, complaints/grievances raised by our customers shall
include, without limitation, failure of settlements within the requisite
timelines, refund or chargeback related queries, payment status related queries,
system uptime/downtime queries, reconciliation related disputes, etc.
2. Nodal Officer
The Applicant shall appoint a Nodal Officer upon receipt of authorisation.
Details of the Nodal Officer will be publicly available including by way of
being displayed prominently on the website. The Nodal Officer shall be
responsible for the overall customer grievance redressal function at DPSPL and
also be the ultimate point of resolution of customer complaints received by
DPSPL (if the customer is dissatisfied with the resolution provided at the other
Levels). The Nodal Officer will also be responsible for furnishing information
to/ communicating with the Ombudsman for Digital Transactions or other
regulatory authorities.
3. General Support
At the outset do note that, the Dreamplug Group believes in promptly addressing
any queries/ customer support requests that are received by us. Accordingly, our
merchants and partners are encouraged to raise any support request to the
appropriate team or person (relationship manager) within the organisation for
being addressed, depending upon the classification of such customer/ merchant.
We aim to ensure that the relevant team or person (relationship manager) that
has established the relationship should continue the relationship in all
aspects, and accordingly aim to ensure that such team becomes the first point of
contact for all customer support requests. This goes a long way in ensuring a
speedy and satisfactory resolution of complaints since this enables us to build
trust over the long term with our customers/partners.
4. Grievance Redressal Mechanism
First Level:
Any complaint can be raised by customers via the following channels:
 * By email at support@cred.club; or
 * By call on the phone number of their relationship manager (as explained above
   in para 3); or
 * Through online query portal or online forms which will be available to the
   customers for raising complaints.

The Applicant may seek any additional details while registering a complaint (or
at a later stage) which could be relevant for a timely and adequate resolution.

Upon registration of the complaint, the Applicant proposes to issue an
acknowledgement within 24 hrs of receiving the complaint. Upon registration of a
complaint, the Applicant will utilise the tracking and resolution tools used by
the Parent Company such as Customer Relationship Management (CRM) Tool and
Freshdesk (ticketing tool), more particularly described at page 4, to track and
manage complaints. Please see a detailed explanation below of the customer
success systems deployed by the Parent Company on page 4.
Resolution at the First Level
Upon receiving complaints at the First Level, the Applicant will classify all
complaints received according to their severity in the following manner:
 * L1 Severity: High level issue/complaint – this type of complaints are of a
   nature that would impact continuity of business for us or our
   customers/merchants. E.g., entire payment system not working.
 * L2 Severity: Any issue impacting more than 20 transactions will be treated as
   second highest level of severity incident
 * L3 Severity: Any issues which affects anywhere between 1 to 20 transactions

Based on the level of severity, the Applicant will resolve the complaint and
restore normal functioning within the following timelines:

SeverityResolution Time / TAT (Internal)L12 hoursL224 to 48 hrsL37 days

Resolution time does not include time taken by the customer/merchant to provide
required information/documentation. If any case/transaction is related to third
party or external bank PA/PG or non-bank PA/PG, then the TAT will be dependent
on the such respective third party as well, and may get extended on such basis.
In the event any additional time is required, the Applicant will inform the
customer about the reasons for the delay and provide expected timelines for
resolution of the issue. In all cases, the Applicant will endeavour to ensure
compliance with the TAT timelines provided in the RBI Circular on ‘Harmonisation
of Turn-Around Time (TAT) and customer compensation for failed transactions
using authorised Payment Systems’ dated September 20, 2019.
Second Level
The customer may escalate their grievances to the Nodal Officer if: (a) they
have not received a satisfactory response at First Level; or (b) if no final
resolution has been received at the First Level, and the resolution periods in
the first level above have passed.

Details of Nodal officer:
Name: Aravind Ashok
Contact Number: +91 82202 65687
Email: nodalofficer@dpspl.co.in
Address: No. 769 and 770, 100 Feet Road, 12th Main, HAL 2nd Stage, Indiranagar,
Bangalore, Karnataka – 560038

Third Level
The customer may approach the Ombudsman for Digital Transactions of Reserve Bank
of India in accordance with the provisions of the Ombudsman Scheme. The details
of the relevant office of the Ombudsman having jurisdiction over grievances
raised by our customers will be displayed publicly along with the Ombudsman
Scheme.
Parent Company and its systems
Some of the key systems of the customer grievance mechanism at the Parent
Company have been laid out below.

The Parent Company of the Applicant has a customer grievance redressal mechanism
in place for the users of the CRED App, i.e., CRED Members. To this end, the
Parent Company has extensive systems and infrastructure in place. The Applicant
will use the same systems for tracking and resolving customer complaints, while
ensuring confidentiality and security of customer data.
CRED Members may raise their queries, requests or complaints through any of the
following channels: (i) in-app support (chat-bots); (ii) CRED App reviews; (iii)
social media platforms of the CRED App; and (iv) escalations via the grievance
officer whose details are available on the app/website. Importantly, the Parent
Company’s systems are so advanced that historically, 90% of the queries have
been addressed or resolved via the in-app chatbot.
Systems at Customer Success
At present, the Parent Company under its customer redressal framework uses the
following tools to ensure effective & swift handling of queries, complaints and
requests on its CRED App.
 * Customer Relationship Management (CRM) Tool – Heartbeat – A tool that stores
   all the data in relation to the complaints received and resolved.
 * Ticketing Tool – Freshdesk – Helps in managing the tickets.
 * Knowledge Base – A ready reference for agents to handle queries in-line with
   the laid SOPs.
 * Kaleyra – A tool used for securely calling the Members.

Customer Success Operations
Set out below is the organisational structure for provision of customer support
being followed by the Parent Company (covering both in-house and outsourced
personnel/ functions).

All core functions around customer success such as preparation of SOPs, quality
control, designing processes and checking for compliance is handled by our
in-house team. We have outsourced certain work to 2 customer support agencies -
Tech Mahindra and Globiva. They assist the in-house team with being the first
responders to customer’s queries and complaints received via emails and
escalations via chat-bots.
The Applicant will leverage the presence of the large customer success team at
the Parent Company and their experience, to ensure that any customer grievances
received by the Applicant are resolved adequately and efficiently.
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REGISTERED OFFICE

404 Uphar II CHS Ltd., Plot No.5, BHD Sanjeeva ENCL,
7 Bunglows, Near Juhu Circle, Mumbai, Maharashtra 400061.


CORPORATE OFFICE

CRED, No. 769 and 770, 100 Feet Road, 12th Main,
HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka, India