Grievance Redressal Policy
For Resolution. Complaint. Procedure.

Grievance Redressal Policy

Objectives and Scope

At BillPe, our dedication to our customers and partners is unwavering. We have established a comprehensive Grievance Redressal Policy to ensure the efficient resolution of all concerns brought to our attention.

This policy outlines a systematic approach for addressing complaints from customers and external partners, offering a structured mechanism to escalate issues and seek resolutions. It applies to all the products and services BillPe provides and is designed to enhance customer satisfaction and service excellence by promptly addressing grievances through a well-defined process. Our goal is to improve the customer experience continuously, and to achieve this; we have established a dedicated customer care team available 24/7 to handle and resolve complaints. We are committed to delivering top-notch service and ensuring that every concern is addressed promptly and effectively.

At BillPe, your satisfaction is paramount, and our Grievance Redressal Policy underscores our commitment to providing the best possible support and solutions. Your feedback and concerns are valuable to us, and we are here to assist you.

Type: Level 1

Name: BillPe Customer Care

Number: 8374913154

Mail:customercare@thebillpe.com

Remarks: our dedicated Customer Care team is committed to addressing your concerns promptly and effectively. When you contact us with a grievance or complaint, our team will provide you with an acknowledgment containing a unique ticket number and an estimated resolution timeframe.In cases where additional time is required to resolve your concern, BillPe will communicate this delay to you, accompanied by a clear explanation of the reasons behind the extension.

Type: Level 2

Name: Hemanth Naidu Thati

Head Customer Experience

Mail:hemanthnaidu.thati@thebillpe.com

Remarks: We aim to resolve all customer concerns swiftly and satisfactorily. In the event that the initial Level 1 resolution does not meet your expectations, you have the option to escalate the matter to our Customer Experience Head. Please include your original ticket number as a mandatory reference to initiate this process. Our commitment to you includes a first response within two business days. Final resolution timelines will vary depending on the nature and complexity of the complaint and will be determined accordingly.

Type: Level 3

Name: Srikanth Naidu Thati

Grievance Officer

Mail:srikanthnaidu.thati@thebillpe.com

Remarks: we provide an escalation process for situations where the Level 2 resolution does not meet your expectations. You have the option to escalate the matter to our dedicated Grievance Team, and it is mandatory to include your original ticket number for reference. Our commitment to you includes an initial response within two business days. The final resolution timeline will be determined based on the specific nature and complexity of your complaint.

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