Customer Grievance Redressal Policy

1. Background

Slongo Technology Private Limited ("SuperPe") is committed to fair treatment of its customers and maintaining high standards of service. SuperPe values ethical behaviour, integrity, and transparency by all staff in customer interactions. We believe prompt, efficient, and courteous customer service is vital to building long-term relationships and ensuring customer satisfaction across all our service channels.

2. Objectives

The primary objective of this policy is to:

  • Establish a robust grievance redressal framework applicable to all products and services offered by SuperPe.
  • Provide multiple accessible channels for customers to lodge complaints.
  • Ensure transparency by providing clearly defined Turn-Around-Times (TATs) and prompt resolution.
  • Empower customers with an escalation matrix for unresolved complaints.
  • Use customer feedback to improve SuperPe's systems, processes, and offerings.

3. Key Definitions

Query:
A "Query" refers to a request for information regarding SuperPe's services. It includes inquiries, clarifications, and status checks related to products or features.

Complaint:
A "Complaint" is a communication by a customer that expresses dissatisfaction due to a deficiency in service delivery, non-fulfillment of commitments, or non-compliance with SuperPe's processes or standards.

4. Grievance Redressal Framework

SuperPe provides a structured grievance redressal mechanism with multiple complaint channels and defined timelines for resolution.

Channels for Complaint Lodging:

  • SuperPe Mobile App (Help & Support section)
  • Email: support@superpe.co
  • Helpline: +91 90004 00804

Complaint Acknowledgement: An acknowledgement will be shared within 48 hours via registered contact details.

Grievance Escalation Mechanism:

Level 1 - Customer Support Team:

  • Complaints raised via app or email are addressed by trained agents.
  • Acknowledgement is provided within 48 hours.
  • If not resolved satisfactorily, customers can escalate to Level 2.

Level 2 - Grievance Redressal Officer (GRO):
If unresolved at Level 1:

  • Name: Mr. Vinod Kumar
  • Address: First Floor, Building No. 138, 4th Main Road Industrial Town, Rajajinagar, Bangalore North, Bangalore-560010, Karnataka, India
  • Email: vinod@superpe.co
  • Phone: +91 8069240024
  • Resolution Timeline: Within 7 working days

Level 3 - Legal Recourse / Consumer Court:
If you remain unsatisfied, you may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. You can also register a complaint at https://consumerhelpline.gov.in.

5. Grievance Review Mechanism and Quality Assurance

To ensure service quality and systematic improvements, SuperPe will establish:

  1. Internal Grievance Review Committee: Responsible for monitoring trends, delays, and key issues from customer complaints and suggesting improvements.
  2. Customer Service Committee: Chaired by Senior Management, reviews periodic grievance reports, policy compliance, and systemic gaps.
  3. Board Oversight: The Customer Service Committee of the Board oversees end-to-end service quality and policy adherence.

6. Reporting

SuperPe will maintain detailed logs of all complaints, their resolution status, and TAT adherence. Summary reports and complaint analysis will be presented to the Board periodically.

7. Review of the Policy

This policy shall be reviewed at least once annually, or earlier if necessitated by operational or regulatory changes. All revisions must be approved by the Board and disseminated to relevant teams for compliance.