Grievance Policy
CrystalPay is the Brand of CrystalPay Fintech Private Limited is a leading company registered under Ministry of Corporate Affairs (MCA) Act 2013. We are DPIIT recognized company by Government of India.
Our endeavour is to provide You with a seamless experience while transacting via CrystalPay App and when required, our in-app customer redressal support process, is able to address all Your concerns. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customised redressal, you may refer to the following redressal mechanism in the sequential order.
Grievance redressal
We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.
We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, you can contact our customer support team through phone, email or through CrystalPay App.
Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.
ccService Levels
Service Levels for Recharge, Bill Pay, CrystalPay Wallet, CrystalPay Gift Cards, UPI (Unified Payments Interface) Stores, Investments and all digital services.
Level 1
1. Complaints Registration:
• You can register your complaint with CrystalPay Customer Support by clicking on Complaint button in Particular transaction history or Support section directly.
• We offer customer support service 24 hours a day and 7 days a week.
2. Resolution of Complaints:
• We are committed to providing you with our first response within 24 hours of receiving the complaint.
• We aim to resolve all Your complaints/queries within 3 business days.
• Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
• In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.
• Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.
Note: Users are proactively informed of delays if any, in the resolution.Escalation of Complaints to Level 2, if User is not satisfied.
Level 2
1. If your query or complaint has not been satisfactorily resolved at previous levels within 3 days, you can go to Level 2.
• Register a complaint on support@CrystalPay.in
• Call our customer support centre on 800 661 2222
2. Resolution of Complaints
• We are committed to providing a first response within 24 hours of receiving the complaint.
• We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to you.
Level 3
1. If your query or complaint has not been satisfactorily resolved at previous levels within 7 days, you can go to Level 3.
In accordance with the Information Technology Act, 2000 and rules made thereunder, the contact details of the Grievance Officer is provided below:
• Write to Nodal GrievanceOfficer
Register a complaint on compliance@CrystalPay.in
