Billpoint believes that excellence in customer service is an important imperative for sustained business growth. As a service organization, customer service and customer satisfaction are our prime focus. Our goal is to ensure that our customers receive exemplary service across all our touch points. This policy encompasses a structured grievance redressal mechanism and a framework for addressing customer grievances/complaints.
Billpoint will treat the customers in a transparent and fair manner, and will deal with customer complaints with courtesy and in a timely manner.
REDRESSAL MECHANISM FOR GRIEVANCES:
The customer can contact the below mentioned two levels for effective resolution of their complaints:
|
Level |
Response Time |
Description |
Contact details |
|
Level 1 |
Less than 24 hours |
24x7 Helpdesk |
|
|
Level 2 |
Less than 60 hours |
Nodal Officer |
If customer’s issue is not resolved even after contacting the above complaint resolution channels, or in the timelines mentioned above or the customer is not satisfied with the response, the Complaint may be escalated to the Nodal officer at:
|
Level |
Response Time |
Description |
Contact details |
|
Level 1 |
Less than 24 hours |
Billpoint Cyber Cell |