1. Introduction
In this competitive market scenario, it is imperative for Balancehero India Pvt. Ltd. (‘BHI’ or the ‘Company’) to have a robust mechanism in place to resolve/address customer complaints. BHI aimsto provide the highest quality of customer service to ensure continued customer satisfaction, retention and sustained growth of business.This policy outlines a structured grievance redressal mechanism for BHIto have an ongoing and focused approach towards customer service. and operationalize a mechanism for effective redressal of customer grievances.
2. Objective
BHI, through a comprehensive Customer Grievance Redressal Policy, intends to put in place systems, procedures and review mechanism for minimizing instances of customer complaints and grievances and to ensure their prompt redressal. The key objectives of this policy are as under:
- Ensure unbiased, fair and just treatment to customers on an ongoing basis
- Consistently assess the impact of services in order to serve customers better
- Provide customers formal and informal channels for feedback and suggestions
- Put in place a formal grievance redressal mechanism for customers and educating them
- Ensure speedy and efficient resolution of customer issues with adherence to basic principles of transparency and integrity
- Educate the customers about alternate escalation mechanisms for resolution of the complaints/ issues if they are not satisfied with the first response
- Protecting users’personal information against any unauthorized usage
3. Fraud Management
Customers may report any unauthorised transactions, suspicious calls, messages or emails at the below email address, to ensure that our team can take appropriate action in a timely manner.
Email Id: fraud@balancehero.com
First Response Time: Within 24 hours (1 working day)
4. Limited Liability of Customers
Cutomers will be able to lodge complaints regarding unauthorised payment transactions through the available channels. A customer’s liability arising out of an unauthorised payment transaction will be limited to:
| S. No. | Particulars | Maximum Liability of Customer |
| (a) | Contributory fraud / negligence / deficiency on our part | Zero |
| (b) | When customer notifies us of unauthirosed transaction in case of third party breach where the deficiency lies neither with BHI nor with the customer but lies elsewhere in the system. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from us and the reporting of unauthorised transaction by the customer to us – | |
| i. Within 3 days* | Zero | |
| ii. Within 4 to 7 days* | Transaction value or ₹ 10,000/- per transaction, whichever is lower | |
| iii. Beyond 7 days* | Zero | |
| (c) | In cases where the loss is due to negligence by a customer, such as where he / she has shared the payment credentials, the customer will bear the entire loss until he / she reports the unauthorised transaction to us. Any loss occurring after the reporting of the unauthorised transaction shall be borne by us. | |
5. Redressal mechanism for grievances raised
| Level 1 | Call helpline number for general inquiries or complaints |
| Phone:0120-4001028 (Paid Number). Operational between 09:00AM and 06:00PM from Monday to Sunday, excluding national holidays. | |
| First Resolution Time: 4 working days | |
| If any case needs additional time, TrueBalance will inform the reason for the delay to the customers and will provide the expected timelines for resolution of the issue. | |
| Register queries through App: Raise your concern through the help section in the app | |
| Level 2 | First Response Time: Within 48 hours (2 working days) |
| Phone:01204001028. Operational between 09:00AM and 06:00PM from Monday to Sunday, excluding national holidays. | |
| First Resolution Time: 4 working days | |
| If any case needs additional time, TrueBalance will inform the reason for delay to the customers and will provide the expected timelines for resolution of the issue | |
| Level 3 | Email at ‘cs@balancehero.com’ with registered mobile number |
| First Response Time: Within 48 hours (2 working days) | |
| Address: Balance Hero India Pvt. Ltd., Office No-121, 2nd Floor, Sector-44, Gurgaon-122002, India | |
| First Resolution Time: 4 working days | |
| If any case needs additional time, TrueBalance will inform the reason for delay to the customers and will provide the expected timelines for resolution of the issue. | |
| Level 4 | If the customer’s issue is not resolved even after contacting various complaint resolution channels or in the timelines mentioned above or if the customer is not satisfied with the response, he/she can reach out to – |
| Customer Grievance Nodal Officer – Tanvi Arora Email: terms@balancehero.com Contact No. 7428196828 (Timing : 9:30 AM to 6:00 PM) |
|
| Address: Balance Hero India Pvt. Ltd., Office No-121, 2nd Floor, Sector-44, Gurgaon-122002, India | |
| First response time: 2 business days | |
| Resolution time: Less than 30 days |
6. Registration & Tracking of Complaints
|
Complaint Channels |
Through ‘Help’/ ‘Contact Us’ sections in the app |
| Through emails: cs@balancehero.com | |
| Online grievances through ‘Help’ section on TrueBalance website: https://truebalance.io/ | |
| Customer care number i.e. 01204001028 Operational between 09:00 AM and 06:00 PM from Monday to Sunday, excluding national holidays. |
|
| Complaints received through government grievance portals | |
|
Complaint Ticket |
The customer will be given an acknowledgement/ticket bearing a reference number for all future communication around the particular complaint, within 1 working day |
| All customer complaints received through digital channels will be acknowledged through email | |
|
Complaint Tracking |
An automated system will be devised to record digitally the customer complaints received through multiple channels, which will also be accessible to monitor and update the status of the complaint |
|
Each of these complaints will be assigned a unique tracking number which will be shared with the customer for future reference and monitoring purpose Note – escalations without a complaint reference number will not be treated as complaints |
|
| Complaint Resolution Timelines | For general complaints, as per the timelines mentioned in the escalation matrix |
7. Record Keeping
The record pertaining to customer complaints shall be maintained for a minimum period of 10 years from the date of resolution. Moreover, timely backup of system data of complaints shall be taken to ensure availability of data at all times.