CUSTOMER GRIEVANCE REDRESSAL POLICY

This Policy establishes a transparent, accessible and documented framework for receiving, recording, investigating, resolving and escalating customer complaints and grievances relating to CYBERVED AI PRIVATE LIMITED's gift-card, voucher and related services.

• Provide accessible channels for customers to raise complaints.
• Acknowledge and track every eligible grievance.
• Resolve complaints fairly, consistently and within applicable timelines.
• Coordinate with PPI, bank, payment and merchant partners where required.
• Identify recurring issues and implement corrective actions.
• Maintain evidence and management oversight.

This Policy covers complaints concerning purchases, gift-card/voucher delivery, activation, redemption, refunds, cancellations, payments, unauthorised transactions, customer support, product information, partner services and other customer-facing matters.

The Company shall publish appropriate customer-support channels, which may include website forms, email, customer-support tickets or other approved channels. Product-specific partner channels may also apply.

1. Receive the complaint through an approved channel.
2. Create a unique complaint/ticket reference.
3. Record relevant customer and transaction information.
4. Classify the complaint.
5. Acknowledge receipt where appropriate.
6. Assign the complaint to the responsible function.

• Transaction/payment issue
• Gift-card/voucher delivery or activation
• Redemption issue
• Refund/cancellation
• Unauthorised transaction
• Fraud/security concern
• Partner/merchant issue
• Data/privacy concern
• Service/support issue
• Other regulatory or contractual complaint

Reasonable verification may be required before disclosing transaction details, changing sensitive information or taking account-restricted actions.

Complaints shall be investigated proportionately using available transaction records, voucher status, payment information, system logs, customer communications and partner records.

Where the complaint relates to an authorised PPI issuer, bank, payment processor, merchant or other partner, the case shall be escalated through the agreed partner mechanism and tracked until an appropriate response is received.

The responsible team shall determine an appropriate resolution based on facts, product terms, applicable law, partner requirements and available evidence. Resolution shall be documented.

Customers shall receive clear information regarding acknowledgement, required information, status, resolution and applicable next steps. Communications shall avoid misleading commitments.

• Level 1 – Customer Support / Operations
• Level 2 – Operations / Finance / Partner Management
• Level 3 – Compliance / Risk / Legal
• Level 4 – Senior Management / Director for material or unresolved matters

Complaints involving suspected fraud, significant customer harm, security incidents, data compromise, regulatory issues or material financial exposure shall be escalated promptly to the appropriate control function.

Suspected unauthorised transactions shall be handled under the Unauthorised Transaction Policy and Fraud Prevention & Transaction Monitoring Policy.

Refund, cancellation and chargeback complaints shall be coordinated under the Refund, Cancellation & Chargeback Policy.

Complaints relating to personal data shall be escalated under the Data Protection, Privacy & Retention Policy and applicable privacy procedures.

Complaints shall be handled within applicable legal, regulatory, partner or internally defined service timelines. If resolution is delayed due to partner or investigation dependencies, the customer shall be updated where appropriate.

Material or recurring complaints shall be analysed to identify root causes such as product defects, process gaps, partner failures, customer communication issues or system errors.

Where systemic issues are identified, responsible teams shall define corrective and preventive actions, owners and target completion dates.

• Complaint volumes and categories
• Ageing and unresolved complaints
• Resolution outcomes
• Partner-related complaints
• Fraud/security complaints
• Refund/chargeback complaints
• Recurring/root-cause trends

Where appropriate, customers may request review of an unresolved or disputed response through the designated escalation channel or applicable partner/regulatory mechanism.

Customer complaint information shall be accessed only by authorised personnel and handled in accordance with privacy and information-security requirements.

Complaint records shall include complaint reference, date, customer/transaction details where applicable, communications, investigation notes, partner responses, resolution and closure evidence.

Periodic sample reviews may be performed to assess complaint classification, response quality, timelines, documentation and consistency.

Customer-facing personnel shall receive appropriate training on complaint handling, verification, communication, escalation, privacy and customer protection.

Where customer support or complaint handling is outsourced, the vendor shall be subject to appropriate service levels, confidentiality, security, monitoring and escalation requirements.

Exceptions to the complaint-handling process shall be documented and approved by authorised management. Mandatory legal, regulatory or partner requirements shall not be bypassed.

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