Grievance Redressal Policy
Objectives and Scope
Imperia Paytech Pvt. Ltd. is committed towards its customers and has put together the undermentioned Grievance Redressal Policy for an effective resolution of all complaints received by Imperia.
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 Imperia. 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. Imperia 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 |
Imperia Customer Care +91 9316 329 958 customercare@imperiapaytech.com |
Imperia 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, Imperia will inform the same along with reasons to the customer |
| Level 2 |
Mr. Jignesh Agravat Head – Customer Experience Jignesh@imperiapaytech.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. Ravi Bagda Grievance Officer grievance@imperiapaytech.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 |
