At TechkGuru Digital, customer satisfaction and service transparency are our top priorities. This policy explains how users can raise complaints and how grievances are resolved fairly.
1. Objective
- Provide a structured grievance handling mechanism
- Ensure prompt and transparent resolution
- Maintain trust and accountability
2. Scope
This policy applies to all services including:
- AEPS
- BBPS
- Credit Card Bill Payment
- Payment Solutions
- Micro ATM (mATM)
- POS Services
- E-Commerce Solutions
- Travel Services
- Holiday Packages
3. What Constitutes a Grievance
- Failed or delayed transactions
- Settlement or refund concerns
- Service activation or deactivation issues
- Technical or portal problems
- Support or service quality complaints
4. Grievance Redressal Officer
TechkGuru Digital
Email: grievance@techguru.digital
Alternate: support@techguru.digital
Phone: +91 9988991533
5. Grievance Redressal Process
Step 1: Submission of Complaint
- User or business name
- Registered mobile or email
- Service type
- Transaction ID (if applicable)
- Detailed issue description
Step 2: Acknowledgement
- Acknowledgement within 48 working hours
- Reference number for tracking
Step 3: Investigation & Resolution
- Reviewed by concerned team
- May require additional information
Step 4: Resolution Timeline
- Simple issues: 3–5 working days
- Transaction/bank issues: 7–10 working days
- Complex cases: as per provider timelines
6. Escalation Matrix
If not satisfied, users may escalate by replying with the reference number. All escalations are handled fairly and transparently.
7. User Responsibilities
- Provide accurate information
- Raise complaints promptly
- Cooperate during investigation
8. Exclusions
- User input errors
- Delays caused by banks or third parties
- Issues outside TechkGuru Digital services
9. Confidentiality
All grievances are handled securely and only for resolution purposes.
10. Policy Updates
This policy may be updated anytime. Continued use indicates acceptance.
11. Acceptance
By using our services, you agree to this Grievance Redressal Policy.
