Freo places utmost importance on customer satisfaction and endeavors to provide prompt and efficient customer service to ensure continued customer satisfaction and retention.

The policy details the structured internal grievance redressal mechanism for complaint handling.

Objective

Freo, through a comprehensive Customer Grievance Redressal Policy, intends to put in place systems, procedures and review mechanisms for minimizing instances of customer complaints and grievances and to ensure their prompt redressal.

The key objectives of this policy are:

• Ensure unbiased and fair treatment to customers in a professional manner;

• Consistently assess the impact of services in order to serve customers better;

• Ensure speedy and efficient resolution of customer issues and complaints

• To ensure that all customers are fully informed of the grievance redressal mechanism including the mode of lodging complaints, escalation matrix with all the contact details, and timelines for redressal at every level.

Grievance Redressal Mechanism

A complaint is a communication received by us through any means (verbal/email etc) which expresses dissatisfaction about any aspect of our Products, Services, Employee behavior/attitude, Processes, Systems, etc.

Customer complaints received by us are categorized on the basis of the criticality and severity of the complaint. While all categories of grievances are dealt with the same urgency and speed, the resolution provided and the action taken may vary on the basis of the severity. 

Our grievance redressal mechanism provides for a comprehensive framework for registration, tracking, resolution and analysis of customer complaints. A robust review mechanism assists us in identifying and resolving gaps in the customer service, product features and the delivery of the products.

1. Registration & Tracking of Complaints

a. The customer can register the complaint through multiple channels which may include:

- Customers have an option to submit in-app ticket(s) for certain Complaints from “Help & Support” section

-  By sending emails (customers can send an email to hello@freo.money for redressal of issues)

- By visiting Freo office

- Written complaints on social media channels

- Complaints received through partners, RBI, other centralized public grievance Redressal forums/platforms.

b. All complaints are registered in a central complaints management system. Complaints are assigned a unique reference number which is communicated to the complainant within 2 working days along with an appropriate turnaround time. 

c. All complaints are monitored at appropriate levels and marked as closed only after resolution of the issue raised. 

d. Internal review mechanism: We monitor and review all the complaints at regular intervals. Important feedback is shared with the respective stakeholders, on implementing the initiatives/features.

2. Resolution of Complaints / Grievances

a. Team Managers/Leads monitor the resolution of complaints received through all channels and ensure redressal at the initial stage and are further escalated.

b. The timeframe for resolution of complaints is communicated to the customers and in case, additional time is required for redressing the grievance, an interim response is sent to the customers.

c. We ensure that appropriate efforts are made to resolve the escalated complaints within the timelines allotted for that type of complaint. In case of inability to resolve the complaint within the time, appropriate reasons are documented for such delay in resolving the complaints.

3. Resolution timelines: 

We strive to resolve all customer grievances at the earliest, with the timelines indicated below being the maximum time for resolution.

1. General complaints: 3 to 14 days.

2. Other complaints like Suspected Fraud, Legal cases, etc : 30 days.

3. Cases involving third party / other teams: 30 days

In case a complaint requires additional time for resolution, we inform the customer about the reason for the delay and specify the additional time required for resolution.

Also, the timelines may differ from case to case/ time to time considering the dependency on process steps, volumes, availability and accessibility of relevant team/authority etc. 

Escalation matrix

Level 1: Grievance redressal system

All complaints are initiated through / directed to any of the channels mentioned above. At this level, the Company strives to address the customer complaint within 7 days.

Level 2: Grievance Redressal Officer

If any such complaint is not addressed to the satisfaction of the customer, the customer has the option to escalate the complaint to the Grievance Redressal Officer (‘GRO’) who is a senior level officer appointed by the Company. 

Principal Nodal Officer – Anjali Panwar

Email ID: anjali@freo.money

Working hours: Mon-Fri 10 am to 7 pm

Level 3: RBI Ombudsman

If the query or complaint has not been satisfactorily resolved at previous levels within 30 days, customers can reach out to the Reserve Bank as per the Integrated Ombudsman Scheme, 2021.

Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in/

Email ID: crpc@rbi.org.in

Address – Centralized Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector

17, Chandigarh – 160017

Raise dispute against UPI transactions

To raise disputes against UPI transactions done on the app, the customer can choose any of the below options -

• Visit the Help & Support Section on the Freo App, choose UPI and follow the process to create a ticket.

• Report to NPCI on the below link - https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

The steps involved in handling complaints are: