Grievance Redressal Policy

Customer Grievances Redressal Policy

Customer satisfaction has been the key in success of our company. We at Paymart take due care that we deliver services and products according to the best standards, thus meeting the requirements of our customers.

We also accept that despite the best of the efforts there may be instances where the customer may have queries or face issues and problems as a result of various scenarios and circumstances.

Customer Care Centre

The Company has established Customer Care Centre facility for response to customer queries and effective resolution of complaints and issues of Customers.

The Customer Care Centre serves the Customers on all working days between 10 AM to 6 PM. Queries may be addressed to the Customer Care team through below modes:

Email : support@vatm.in

Telephone : 0172-5060469 / 9915337888

Customer Grievance Redressal Mechanism

To address customer queries and redress the Customer Grievances we have defined the policy with below objectives:

Customer queries, issues and complaints are addressed with courtesy and in a timely manner.

Customers are kept informed of the channels and ways to raise queries, issues and complaints

Customers are made aware of their rights to raise the complaints and issues through alternative channels in case they are not happy with the standard channel.

We have a three Level mechanism for Redressal of Customer Grievances

A) Level 1

A complaint may be communicated by the Customer to Customer Care Centre through below modes:

a. Email : complaint@vatm.in

b. Mobile : 9915346888

Upon receipt of the complaint, the concerned officer shall enter the details thereof in the Complaint Register and issue a ticket number.

All complaints received shall be acknowledged within 4 working hours from the receipt of complaint.

Customer care unit shall resolve complaints within 12 working hours from the issue of the ticket number.

B) Level 2

The customers who are not satisfied with the response or resolution of Customer Care Centre can approach the support team at the Customers Problem Redressal Unit (CPRU) for redressing their grievances.

A grievance may be communicated by the Customer to CPRU in physical or electronic mode at

a. email id support@vatm.in

b. Phone - 9915337888 / 0172-5060469

at mentioning the ticket number. Query ID is generated and given to customer in response to the grievance.

Upon receipt of a grievance, the concerned officer shall enter the details thereof in the Grievance Redressal Register.

All grievances received shall be acknowledged within 12 working from the receipt of grievance by CPRU

CPRU shall resolve every grievance within 24 working hours from the date of receipt of the grievance.

Final Redressal and Closure

Grievance shall be treated as finally redressed and closed under below circumstances:

Where the Customer has communicated his acceptance of the Company`s decision on redressal of grievance communicated by the Company; or

Where the Customer has not communicated his acceptance of the Company`s decision, within 2 (two) months from the date of communication of decision by the Company.

C) Level 3

The customers who are not satisfied with the response or resolution of CPRU can approach the Head - Operations as an escalation.

A grievance may be communicated by the Customer to Head - Operations in physical or electronic mode at

a. email id operations@vatm.in

b. Phone 0172 – 5060464

mentioning the CPRU Query ID.

All grievances received shall be acknowledged within 12 working hours from the receipt of grievance.

Operations Head shall resolve every grievance within 24 working hours from the date of receipt of the grievance.

Final Redressal and Closure

Grievance shall be treated as finally redressed and closed under below circumstances:

Where the Customer has communicated his acceptance of the Company's decision on redressal of grievance communicated by the Company; or

Where the Customer has not communicated his acceptance of the Company's decision, within 2 (two) months from the date of communication of decision by the Company.

Escalation Matrix

Escalation Level Designation Name Email ID Contact No
Level 1 Customer Care Executive Amita Bhanot complaint@vatm.in 9915346888
Level 2 Chief Manager Customer Service Nidhi Mishra support@vatm.in 0172-5060469 / 9915337888
Level 3 Head Operations Suvir Chopra operations@vatm.in 0172-5060464