This Grievance Policy outlines the framework for addressing and resolving customer grievances related to the services provided by Eroute Technologies Private Limited. Our aim is to ensure prompt and effective resolution of issues to enhance customer satisfaction.
Eroute Technologies Private Limited, operating under the brand “OmniCard”, is committed to maintaining the highest standards of customer service and provides a comprehensive grievance redressal mechanism to address all concerns effectively.
This policy applies to all services provided under the OmniCard brand, including those authorized by the Reserve Bank of India under the Payment & Settlement Act, 2007. It encompasses mechanisms for customer protection, reporting, and resolution of issues related to our Prepaid Payment Instruments (PPIs).
We are committed to transparent and effective communication with our customers. Important disclosures regarding charges, fees, and terms are provided on the OmniCard website and mobile app. We actively educate customers on secure use and procedures for reporting loss or fraud.
Customers can access statements and transaction history through the mobile app or by request. Our Help Desk is available to address all customer service aspects related to PPIs issued by us or our agents.
For additional assistance, the following directives guide our processes:
| Action | Turn Around Time (TAT) |
|---|---|
| Initiate Action on Customer Complaint/Grievance | Within 48 hours from receipt |
| Resolution of Customer Complaint/Grievance | Within 15 days |
Customers can escalate unresolved issues to higher levels as detailed below. Reference numbers will be provided for tracking, and customers will be kept informed of progress.
| Escalation Level | Name and Contact Details | Working Hours and TAT |
|---|---|---|
| Level 1 | Help & Support – Email: riydhmicrofinancepvtltd@gmail.com, OmniCard APP Help & Support Section, Real-time Chat Support. | 24/7 Support - TAT: Within 48 hours for action initiation, within 7 days for resolution. |
| Level 2 | For unresolved issues at Level 1, escalate to: riydhmicrofinancepvtltd@gmail.com | 24/7 Support - TAT: Within 7 days from escalation to Level 2. |
| Level 3 | For further escalation, contact Nodal Officer: riydhmicrofinancepvtltd@gmail.com or Helpline: +91 9667504062. Physical mail can be sent to:
Arif Khan Nodal Officer Riyadh Microfinance Private Limited Riyadh Microfinance Private Limited Delhi, Gurgaon, DLF Phase-4 Delhi |
Working hours: Mon-Fri 10 am to 7 pm - TAT: Within 15 days from escalation to Level 3. |
Complaints lodged at Level 1 will be acknowledged with a unique ticket number within 48 hours. Resolution is expected within 7 days. In cases where resolution is delayed due to technical or operational reasons, customers will be informed of the revised timeline. Fraud and risk assessment cases may require additional time due to the involvement of multiple agencies. Customers will be updated accordingly.
Escalated complaints at Level 2 will be resolved within 7 days. This level handles unresolved issues from Level 1 and ensures further investigation and resolution.
For unresolved issues at Level 2, escalation to Level 3 with the Nodal Officer is available. The resolution is expected within 15 days. Efforts will be made to resolve the complaint within this time frame, with timely updates provided if delays occur.
If a complaint remains unresolved after 30 days, customers may approach the Banking Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2021, for further recourse.
To report unauthorized transactions on the OmniCard wallet or card, customers should use the “Fraudulent Use” option in the Help & Support Section of the OmniCard app. A reference ticket will be generated for tracking the investigation.
We advise customers to avoid sharing sensitive information and to be cautious of unsolicited offers or requests for personal details. OmniCard will never ask for confidential information such as account details, PINs, passwords, or OTPs.
While OmniCard has robust security measures, customers should also practice caution to prevent unauthorized access to their accounts.
| S. No | Scenario | Customer Liability |
|---|---|---|
| (a) | Fraud/negligence by the company | Zero |
| (b) | Third-party breaches not attributable to the company or customer, reported within three days | Zero |
| (b) | Reported within four to seven days | Transaction value or ₹10,000, whichever is lower |
| (b) | Reported beyond seven days | As per the company's policy |
| (c) | Negligence by the customer (e.g., sharing payment credentials) | Customer bears the entire loss until the unauthorized transaction is reported. The company may, at its discretion, waive liability in such cases. |
| (d) | After notification of unauthorized transactions | The company will credit the amount involved within 10 days, with the value-dated to the date of the transaction. Resolution will be completed within 90 days from receipt of the complaint. |
For authorized transactions, the case will be treated as contributory fraud/negligence by the customer, and refunds will follow legal or regulatory guidelines. Proof of customer liability for unauthorized transactions lies with the company, while other cases are the responsibility of the customer.
The grievance redressal process is reviewed monthly by the Grievances Committee:
| Forum | Members | Agenda | Frequency |
|---|---|---|---|
| Grievances Committee (GC) |
|
Periodic review of customer protection measures and grievance redressal processes. Evaluation of system and procedural improvements. | Monthly |
The Committee ensures timely implementation of regulatory requirements and continuous improvement of procedures to safeguard customer interests.