 |
| Dispute Resolution and Grievance Policy |
| We value your trust & understand that there may be situations where you need to address concerns or grievances. This Customer Grievance Policy outlines our commitment to addressing and resolving grievances in a transparent and efficient manner. |
| • The purpose of this policy is to: |
| • Define the process for customers to raise grievances. • Ensure timely and fair resolution of grievances. |
| Customers can submit grievances through the following channels: |
| • Email: Send an email to nsr@ndml.in • Phone: Contact our merchant support team at +91- 022 4914 2575 / 2576 |
| When submitting a grievance, please provide the following information: |
| • Details of the service for which the payment was made / initiated. • A clear description of the grievance, including relevant transaction details like Order ID / Reference Number. • Any supporting documents or evidence. • We will never ask you for your credit card details, OTP, Password etc. Please don’t share it with anyone even if claiming to be our representative.. |
| Upon receiving a grievance, we will follow these steps: |
| • Acknowledgment: We will promptly acknowledge receipt of your grievance within 48 working hours. • Investigation: Our dedicated grievance resolution team will thoroughly investigate the matter, including reviewing transaction records, communication history, and any supporting documents. • Resolution: We will work diligently to resolve the grievance as quickly as possible and keep you informed. • Communication: We will keep you informed throughout the resolution process, providing updates and the expected timeframe for resolution. • Closure: Once the grievance is resolved, we will notify you of the outcome and actions taken. |
| Escalation: If you are not satisfied with the resolution provided, you have the option to escalate the grievance to a higher authority within our organisation as per details below: |
| Name of grievance officer: Mr. Aditya Shetty |
| Email ID of grievance officer: nsrbo@ndml.in |
| While escalating the matter to the Grievance Officer, you are requested to share complete details of grievance raised with the Support / Help-Desk team and resolution provided. |
| Feedback: We value your feedback on our grievance resolution process. Your input is essential in helping us improve our services and prevent similar grievances in the future. You can share your feed-back with us at nsr@ndml.in |