Grievance Redressal Policy

Introduction and Scope

M2P primarily operates in B2B space; however, our actions also impact general customers at large. Hence, it is imperative that customers affected by M2P’s systems and operations are provided with a fair and transparent mechanism to present their complaints and identify solutions that address their needs.

This document sets out the procedure at M2P for receiving, registering, and resolving customer grievances related to the products and services offered by M2P. This includes, but is not limited to, complaints concerning services provided by M2P’s third-party partners on their behalf, worldwide.

Objective

• To treat customers fairly and transparently, without any prejudice or bias
• To help the customers in finding the best possible resolution to their complaints, within a reasonable time
• To provide an escalation mechanism if the resolution is not provided, is delayed, or is unacceptable to the customer

Definitions

(The definitions in this glossary are to be interpreted within the context of this policy)

Grievance Redressal Structure

Grievance Redressal Process will follow a three-tier structure.

Level 1 – M2P Support Desk

• Customer shall report details of the complaint at support@m2p.in.
• Grievances/complaint should necessarily be acknowledged, with an interim reply within 2 working days of receipt. M2P will endeavor to redress the complaint within 1 week.

Level 2 – Grievance Redressal Officer (GRO)

• Should the customer remain dissatisfied with the resolution provided by Support Desk.
  (or)
  Resolution is not provided to the customer more than a week after making the complaint.
  (or)
  There is a repetition of the incidents for which a complaint was raised in past.
  
  Customer can reach out to Grievance Redressal Officer (GRO) at customerescalation@m2pfintech.com.
• GRO is expected to evaluate the complaint and provide best possible resolution to the customer within 7 days from the date of receipt of complaint by him/her.

Level 3 – Principal Officer

• If the customer remains dissatisfied with the resolution provided by GRO or has not heard back from GRO within 7 days, further escalation can be made to a Senior Officer at M2P designated as Principal Officer (PO) at principalofficer@m2pfintech.com.

Grievance Redressal Process

• Customers are advised to provide complete details of the incident constituting the complaint and the resolution expected from M2P. Cover as much information as possible in an organized and chronological manner.
• In rare cases, where resolution is taking longer than expected/agreed or where customized resolution is expected from M2P, Support Desk will reach out to the customer and convey the extension they are seeking to provide resolution with the reason for such an extension called out.
• Customers will be advised of the Incident Reference Number for their records
• Support Desk, GRO, and PO are expected to do everything at their disposal to provide the best possible resolution within their authority to resolve the complaint in line with the customer’s expectations without compromising on M2P’s adherence to the law of land, regulatory guidelines, and agreement with the customers.
• Analysis of complaints including the recurrence of incidents of similar nature, time taken to resolve the complaint, and overdue complaints will be carried out monthly by M2P.
• Such review may also cover evaluating preventive measures against the recurrence of incidents triggering complaints.
• We may retain information relating to the complaint, which helps us in analyzing the case for the same and in enhancing the experience of our customers.