Company
Grievance Policy
Know about us!
Jangras Private Limited, a company incorporated under the Companies Act 2013, having its Corporate Office at B-38, Old DLF Colony, Sector 14, Gurugram, Haryana , India - 122001 (hereinafter referred to as “OonePe”) provides payments solutions (UPI QR, TPAP app, BBPS, Travel & more) that helps bill payment and funds transfer.
Level 1: Registration of your Complaint.
To register your complaint, please refer to the support section of the OonePe Application. We aim to resolve all your complaints within 10 business days.
Level 2: Escalate to our Customer Support Centre.
Call our customer support centre at +91 22 4896 9697. Our customer support aims to resolve all your complaints within 10 business days.
Level 3: Escalate to our Grievance Redressal/Nodal Officer.
In relation to the extant guidelines as prescribed by the Reserve Bank of India, the details of our Grievance Redressal/Nodal Officer are set out below:
Name: Ajay Jangra
Contact Details: +91 22 4896 9697 (Line No.100)
Email: nodalofficer@oonepe.com
Working hours: Monday to Friday from 10:00 a.m to 5:00 p.m.
We aim to resolve your complaint within 10 business days.
Name: Ajay Jangra
Contact Details: +91 22 4896 9697 (Line No.100)
Email: nodalofficer@oonepe.com
Working hours: Monday to Friday from 10:00 a.m to 5:00 p.m.
We aim to resolve your complaint within 10 business days.
Resolution Process
→ We aim to resolve all your concerns and complaints in our level 1 matrix within the specified timelines.
→ In the event your concern remains unresolved or is not resolved to your satisfaction, and you wish to escalate to the next level, please ensure that you have already exhausted the previous level(s). You must also have a valid ticket number before approaching each level.
→ Please note that due to technical or operational reasons, there may be a delay in resolving your complaint. Additionally, if the issue or grievance involves a third party, the stated timelines may vary. The delay or extended timelines may depend on the third party, including but not limited to clearing houses, banks, network providers, or regulators. In such cases, we will promptly inform you of any delays and updated timelines.
→ In the event of a refund, you may receive approval instantly, but it may take 3-10 business days for the funds to reflect in your account.
→ If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the RBI ombudsman at https://cms.rbi.org.in/ or visit the Sachet portal at https://sachet.rbi.org.in/.
