We value your trust & understand that there may be situations where you need to address concerns or grievances. This Customer Grievance Policy outlines our commitment to address and resolve grievances in a transparent and efficient manner.
Purpose of policy:
- To define the process for customers to raise grievances.
- To ensure timely and fair resolution of grievances.
Channels for submitting grievances:
- Online Portal: Utilize our dedicated online portal for grievance submission.
- Email: Send an email to help.ceact2010@nic.in
- Phone: Contact our merchant support team at 011-23063584
Necessary information at the time of submitting a grievance:
- Details of the service/product for which the payment was made/initiated.
- A clear description of the grievance, including relevant transaction details like Order ID/Reference Number.
- Any supporting documents or evidence, including images of the product, etc.
NOTE: We will never ask you for your credit card details, OTP, Password, etc. Please do not share it with anyone even if claiming to be our representative.
Upon receiving a grievance, we will follow these steps:
- Acknowledgment: We will promptly acknowledge receipt of your grievance within 24 hours.
- Investigation: Our dedicated grievance resolution team will thoroughly investigate the matter, including reviewing transaction records, communication history, and any supporting documents.
- Resolution: We will work diligently to resolve the grievance as quickly as possible and keep you informed.
- Communication: We will keep you informed throughout the resolution process, providing updates and the expected timeframe for resolution.
- Closure: Once the grievance is resolved, we will notify you of the outcome and actions taken within 15 days.
Appeal:
If you are not satisfied with the resolution provided, you have the option to raise an Appeal of the grievance to a Higher Authority/Grievance Officer within our organization as per details below:
- Name of Grievance Officer: Dr. Sunny Swarnkar, DADG
- Email ID of Grievance Officer: sswankar@naco.gov.in
While raising the Appeal of the grievance to the Grievance Officer, you are requested to share complete details of the grievance raised with the Support/Help-Desk team and the resolution provided.
Feedback:
We value your feedback on our grievance resolution process. Your input is essential in helping us improve our services and prevent similar grievances in the future. You can share your feedback with us at help.ceact2010@nic.in.