Vayana Network’s overall objective is to provide the best customer experience to participants on our platforms. As a result, customer satisfaction and grievance redressal has been one of our core focus areas.

The three key tenets of our Grievance Redressal Policy are:

1. Fairness – All grievances shall be examined without any bias through a balanced approach. This examination and resulting resolution shall be ensured to occur in a timely and efficient manner.
2. Empathy – During the course of issue resolution we will strive to understand the customer situation and feedback and at all points of the conversation, the communication shall be formal and polite.
3. Transparency - The Company shall endeavour to make continuous efforts to educate its network participants to enable them to make informed decisions and therefore increase their awareness. Customer’s issues will be handled with immediacy as per the issue and feedback will be shared transparently. Moreover, in the case of any impedance to issue resolution, customers shall be fully informed of methods of escalation for their grievances.

This document covers Vayana’s grievance handling catering to –

• Participant Grievances
• Issues and Service Requests
• Queries
• Feedback

Participant complaints, grievances, issues, queries, or feedbacks will be of following categories:

1. Onboarding related
2. Transactions related
3. Process related
4. Charges related
5. Settlement related
6. Access related
7. MIS and Notifications related
8. Status of raised issues
9. Other issues

GRIEVANCE REDRESSAL PROCEDURE

Touch points to report customer grievances - A customer has a choice to address a grievance through a preferred forum as per his/ her convenience. They include the following methods:

1. Support Email – via an Email addressed to Vayana’s Customer Support ID – support@vayananet.com
2. Customer Helpline – via a call to the India Customer Support Number – 98224 69866 / 020-69202255
3. Letter – To our registered office address
4. Visit / Direct Feedback – through a communication with company officials who is visiting the customer
5. Grievance redressal officer:
   Ms. Tripti Sinha
   Shivkamal, 3rd floor,
   1076/5, Vidya Vihar Colony,
   Shivaji Nagar, Pune-411016,
   Maharashtra, India.
   Phone: +91-20-67441234
   Email:legal@vayana.com
   

Once Communication is made through any of the touch points mentioned above, a ticket is created by relevant team and immediately tracked for resolution. This includes particulars such as time and nature of complaint, customer details, function, etc.

This creates organization wide visibility and access, allowing for efficient resolution timelines.

Issues are identified and highlighted to respective department responsible for resolution. Here Team members resolve the issue as and when they arrive. Tracking and escalation (as necessary) on such resolution is done at various levels as mentioned below:

Level 1 – Tracking is done by the respective department leads of the erring unit (department where issue lies)

Level 2 – Helpdesk maintains overall reports of issues being resolved on a regular basis with prompts for clearance where necessary.

Level 3 – Senior Management

Turn-around Time:

It is our endeavour to resolve all issues in the shortest possible timeframe. Depending on the nature of the grievance, specific timelines have been set for different categories as per their SLAs. Grievances shall be resolved in a proper and time bound manner with detailed advice to the customer.

1. Access issues – T+0 working day
2. Onboarding and transaction issues – within T+1 working days
3. Reports, notifications, other queries – within T+3 working days

The customer shall be kept informed in case of any delay by Vayana through email, call and SMS. The final resolution will be communicated via the method in which the customer has raised complaint.