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Grievance Policy for QPAY

At QPAY, we value our customers and strive to provide the best possible service. However, if you encounter any issues or have a grievance, we have established this Grievance Policy to address your concerns. Please read this policy carefully to understand how to raise a grievance and how we will handle it.

Grievance Channels
1.1 Customer Support: In the event of a grievance, we encourage you to contact our customer support team first. You can reach out to our support team via email, phone, or through the designated support channels on the QPAY application or website.
1.2 Grievance Form: Alternatively, we may provide a dedicated grievance form on the QPAY website or application for you to submit your grievance. Please provide detailed information to help us understand and address your concern effectively.

Grievance Handling Process
2.1 Receipt of Grievance: Once we receive your grievance, we will acknowledge the receipt and provide you with a reference number for future correspondence.
2.2 Investigation: We will thoroughly investigate your grievance, considering all relevant information and records. This may involve communicating with you for additional details or clarifications.
2.3 Resolution: We will make reasonable efforts to resolve your grievance promptly and provide a fair resolution. The resolution may involve corrective actions, refunds, compensation, or any other appropriate remedy, as deemed necessary.
2.4 Communication: We will keep you informed about the progress of the grievance resolution process. We aim to provide you with regular updates and strive to address your concerns within a reasonable timeframe.
2.5 Escalation: If you are not satisfied with the initial resolution provided, you may request for further escalation. We will review the matter again and provide a response accordingly.

Confidentiality and Privacy
We understand the importance of confidentiality and will treat your grievance and personal information with the utmost confidentiality. We will only share the details of your grievance with individuals involved in the investigation and resolution process.

Documentation and Records
We will maintain proper documentation and records of all grievances received, including the details of the complaint, actions taken, and the resolution provided. This information will be used for internal analysis, process improvement, and compliance purposes.

Feedback and Complaints about the Grievance Process
We appreciate your feedback on our grievance handling process. If you have any complaints or suggestions to improve our process, please feel free to communicate them to our customer support team or designated feedback channels.

Regulatory Authorities

If you believe that your grievance has not been adequately resolved by QPAY, you may have the option to escalate the matter to relevant regulatory authorities or consumer protection organizations, as per applicable laws and regulations.

Changes to the Grievance Policy
We reserve the right to modify or update this Grievance Policy from time to time. Any changes will be communicated through appropriate channels, and the updated policy will be made available on the QPAY website or application.

If you have any questions or require further assistance regarding our Grievance Policy, please contact our customer support team, who will be happy to assist you.

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