CUSTOMER GRIEVANCE & REDRESSAL POLICY

This Policy establishes a transparent and structured framework for receiving, registering, investigating, resolving and monitoring customer complaints and grievances relating to JSR ALL-IN-ONE SOLUTIONS PRIVATE LIMITED and its gift-card / gift-voucher services.

• Provide accessible channels for customers to raise complaints.
• Ensure complaints are acknowledged, tracked and handled fairly.
• Provide timely and reasoned responses.
• Escalate unresolved or sensitive matters to appropriate functions.
• Identify recurring issues and improve products and processes.
• Maintain appropriate complaint records and audit trails.

This Policy covers complaints relating to gift-card/voucher purchase, issuance, delivery, redemption, balance, cancellation, refund, payment, customer account, verification, fraud, service quality, privacy and other Company-controlled or partner-related matters.

The Company shall provide appropriate customer-support channels, which may include email, website forms, customer support channels or other authorised mechanisms. Contact details shall be published or communicated through applicable customer-facing channels.

Complaints shall be recorded with relevant information such as customer details, complaint date, transaction/voucher reference where available, issue description, supporting documents, assigned owner and status.

Complaints should be acknowledged within an appropriate operational timeframe, subject to channel availability and the nature of the complaint. Customers should receive a reference or other means to identify the complaint where practicable.

• Payment / transaction complaint
• Gift card / voucher issue
• Refund / cancellation complaint
• Unauthorised transaction or fraud complaint
• KYC / account complaint
• Technical / service complaint
• Privacy / data complaint
• Merchant / partner-related complaint
• Other service grievance

Complaints involving suspected fraud, unauthorised transactions, material financial impact, privacy/data incidents, vulnerable customers, legal notices or significant service disruption shall receive appropriate priority and escalation.

The responsible team shall review relevant transaction records, voucher records, payment status, customer communications, system logs and partner information as appropriate. Investigation shall be fair, evidence-based and documented.

Responses shall be clear, factual and understandable. Where a complaint cannot be resolved immediately, the customer should be informed of the current status and any further information required.

Where a complaint relates to an eligible refund, reversal or failed transaction, the matter shall be coordinated with Finance, Operations and relevant payment or partner teams. Refunds shall be subject to applicable terms, transaction status and partner processes.

Complaints alleging unauthorised transactions, account compromise, voucher theft or fraud shall be escalated under the Company's fraud and cyber incident procedures. Relevant evidence and transaction information shall be preserved.

Complaints involving personal data, privacy, unauthorised disclosure or data-security concerns shall be escalated to the appropriate Compliance, Legal and Information Security functions.

Where a complaint involves a bank, payment processor, PPI, merchant or other service partner, the Company shall coordinate with the relevant partner and communicate the status to the customer as appropriate.

Complaint handling timelines shall be defined based on complaint category, complexity, partner dependencies and applicable requirements. Material delays shall be escalated and documented.

• Level 1 – Customer Support / Frontline Resolution
• Level 2 – Operations / Functional Review
• Level 3 – Compliance / Risk / Finance / Technology / Legal as applicable
• Level 4 – Management / Authorised Escalation

Customers may be requested to provide reasonable information required to investigate a complaint, subject to data-minimisation and security principles. Sensitive credentials, PINs or passwords shall not be requested unnecessarily.

Customers shall not be disadvantaged merely for raising a genuine complaint or seeking review of a service issue.

Material or recurring complaints shall be analysed for root causes. Corrective and preventive actions may include process changes, system fixes, training, partner remediation, fraud-rule changes or customer-communication improvements.

Management shall receive appropriate complaint metrics such as complaint volumes, categories, ageing, resolution status, repeat complaints, escalation levels and material issues.

Complaint records, communications, investigation evidence, decisions, refunds/reversals and closure information shall be retained according to the Company's record-retention requirements.

Customer complaint information shall be accessed only by authorised personnel with a legitimate business need and handled according to the Company's data-protection requirements.

The Company may conduct periodic sample reviews of complaint handling to assess accuracy, fairness, timeliness, documentation and adherence to approved procedures.

Customer-facing and complaint-handling personnel shall receive appropriate training on customer service, fraud escalation, privacy, communication, complaint classification and resolution procedures.

Exceptions to this Policy shall be documented, risk-assessed and approved by authorised management. Mandatory legal, regulatory and contractual obligations shall continue to apply.

This Policy shall be reviewed at least annually and whenever there is a material change in customer journeys, products, complaint volumes, partner arrangements, technology or applicable requirements.