Grievance Redressal Policy

Grievance Redressal Policy

Objectives and Scope

Champion Software Technologies Ltd. is committed towards its customers and has put together the undermentioned Grievance Redressal Policy for an effective resolution of all complaints received by MasterPay.

This policy outlines a structured grievance redressal mechanism available to customers and external partners for escalating their complaints to obtain a resolution. This policy covers all the products/services offered by MasterPay. It aims to improve customer experience and service delivery by an effective resolution of customer complaints through proper channelized approach, review mechanism and prompt resolution of all customer grievances. MasterPay strives to provide best-in-class service delivery and has a dedicated customer care team that operates 24X7 for addressing such complaints.

Redressal Matrix

Type Name & Contact Details Remarks
Level 1 MasterPay Customer Care
+91 8459006 006
customercare@championsofttech.com
MasterPay Customer Care team will acknowledge the grievance/complaint with a ticket number and an expected resolution time on the receipt of complaint. If a case needs extra time, MasterPay will inform the same along with reasons to the customer
Level 2 Mr. Satish Boricha
Head – Customer Experience
satish.boricha@championsofttech.com
In case Level 1 resolution is not satisfactory, customer can escalate the same to Customer experience head along with original ticket number mandatorily. First response – 2 business days. Final response – as per complaint type
Level 3 Mr. Manish Punjani
Grievance Officer
grievance@championsofttech.com
In case Level 2 resolution is not satisfactory, customer can escalate the same to Grievance Team along with original ticket number mandatorily. First response – 2 business days. Final response – as per complaint type

**Regulatory Bodies, Law Enforcement Agencies and Partner Service Providers are requested to reach out directly to the Grievance Officer for speedy redressal.

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