The grievance policy as set out herein (“Terms”) constitute grievance redressal mechanism between Shopsense Retail Technologies Limited (“Potlee”, “we”, “us” or “our”), a company incorporated under the Companies Act, 1956, having its registered office at 1st Floor, Wework Vijay Diamond, Opp. SBI Branch, Cross Road B, Ajit Nagar, Kondivita, Andheri East, Mumbai 400093 which is a subsidiary of Reliance Retail Ventures Limited and any natural or legal person who access and/or use the Platform in any manner (referred as “you”, “your”, “User”), or uses any current or future service or functionality or offer made available on Platform (“Service(s)”), as updated from time to time.
Potlee is a fintech application developed by us having its website address at www.potlee.co.in (“Website/Platform”) which gives User (“You”, “Your”, “User”) a one-stop platform to the underserved customers, for various credit line needs.
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1.1 “Applicable Laws” means all applicable laws, statutes, enactments, acts of central or state legislature, ordinances, rules, regulations, notifications, guidelines, directions, directives, policies, circulars, decisions and any other pronouncements issued in accordance with the Companies Act, or any other law applicable to the jurisdiction of India by any central, state, local, or other governmental, administrative or regulatory authority exercising executive, legislative, judicial, regulatory or administrative functions of or pertaining to the government.
1.2 Please note that we may from time to time change the Grievance policy and grievance redressal mechanism of the Platform. Every time you wish to use our Platform, please check these Grievance policies to ensure you understand the grievance redressal mechanism that apply at that time. Further, please note that we reserve the right to either change the format and the content of the Grievance policies and grievance redressal mechanism.
Objectives of this Grievance Redressal Policy are to:
2.1 Treat all Customers fairly and consistently and conduct operations in accordance with prevailing industry standards and regulatory/statutory requirements; and
2.2 Make Potlee’s redressal channels effective and meaningful by putting in place a structured system to ensure that Customer complaints are redressed seamlessly and well within the committed timeframe.
3.1 Principals governing the Grievance Redressal Mechanism are as follows:
3.1.1 Establish customer friendly and robust mechanism for Grievance Redressal
3.1.2 Periodically review and update the Grievance Redressal policy
3.1.3 Sensitise our employees towards customers and address their Grievances in customers interest and in good faith
3.1.4 Prioritise redressal of Grievances with disabilities
3.1.5 Address customer grievances arisen on account of services provided by third party or redirect customer to proper channel
3.1.6 Deal with all Grievances in a prompt, efficient, timely and courteous manner
3.1.7 Analyse and implement the feedback received from Customers on a continuous basis
3.1.8 Redressal of Grievances of a Customer with disabilities will be prioritised once a formal request is made and proof of disability is furnished by such Customer. If any Customer requests for a hard copy of agreement, statements or any other documents, a copy of which has already been provided to the Customer in soft copy, such hard copy may be provided to the Customer by us and/or the Partner(s) after levying, at their respective discretion, a charge of a nominal amount.
The following officers are responsible for handling the grievances of Customers:
4.1 Grievance Redressal Officer (“GRO”)
4.1.1 Potlee shall appoint a GRO
4.1.2 The GRO has the responsibility to handle grievances of the Customers.
4.1.3 The GRO may be assisted by a team comprising of any individuals as may deemed appropriate from time to time
4.1.4 The team handling Grievances from Customers:
126.96.36.199 Undergoes training to ensure that the Grievances and queries from a Customer are handled in an appropriate manner in accordance with this Grievance Redressal Policy; and
188.8.131.52. are encouraged to work in a manner which helps us in offering a first time, efficient and speedy resolution.
A customer can approach us in the following manner within 30 days from the date of transaction relating to the Grievance
5.1 Email details of the Grievance at email@example.com
5.2 Acknowledgement 5.2.1 All Grievances received in the manner set out in paragraph 5.1 above (i.e., by e-mail) are acknowledged by a system generated response or via individual emails (to the extent possible).
5.2.2 The Customer will be given a ticket bearing a reference number for all future communication around the particular complaint. The aspects relating to quoting the ticket number in future communications is provided below
5.2.3 The customer support team initiates action on the Grievance and where necessary contacts the BNPL Customer for any additional details as may be necessary to address the Grievance
5.2.4 The Customers are kept informed of the action taken, the progress while redressing grievances, and/or, the reasons for delay if any, in redressing any Grievance
5.2.5 The Customers are informed via e-mail or other modes of communication as may be available about the follow up action and the turn around times for complaint resolution
5.3 Resolution5.3.1 All Grievances received are resolved within the timelines set out in paragraph 6 below5.3.2 In case any Grievance takes more than the specified resolution time, the BNPL Customers are: Intimated accordinglyKept updated on the progress / status of the Grievance on a periodic basis until the Grievance is resolved.
5.3.3 Customer Grievance Redress Escalation In case the Customer:
184.108.40.206. Does not receive a response within the timelines as set out above
220.127.116.11. Is dissatisfied with the response received from us
18.104.22.168. The Customer may escalate the Grievance to the below grievance officers
1 Name: Mr. Kishore Dalwani
Designation: Nodal grievance redressal officer
Contact Number: 022- 69181439
Registered Office: 6th Floor, Amiti Building, Agastya Corporate Park, Kamani Junction, Opp. Fire Station, LBS Marg, Kurla (W) Mumbai MH400070.
2 Name: Sana Kazi
Designation: Grievance Officer
Contact number: 8208165331
Registered Office: Shopsense Retail Technologies Limited 1st Floor, Wework Vijay Diamond, Opp. SBI Branch, Cross Road B, Ajit Nagar,Kondivita, Andheri East, Mumbai 400093
5.3.4 In case any escalation takes more than the specified resolution time, the Customers are:
(i) intimated accordingly
(ii) kept updated on the progress / status of the escalation on a periodic basis until the escalation is resolved.
5.3.5 Customers are required to approach above Grievance officers with the original ticket number generated by Potlee
6 TIME ESTIMATES
We endeavours to address all Grievances within the below mentioned timelines, except where an investigation is involved in resolving the same:
6.1 Customer Service Team
7.1 The Legal team of Shopsense has reviewed, approved and adopted this document as Grievance Redressal Policy of Potlee
7.2 This Grievance Redressal Policy will be reviewed by the Legal team on a periodical basis as maybe deemed appropriate by the Legal team
7.3 Any amendments to this Grievance Redressal Policy will be reviewed and approved by the Legal team.
7.4 Provisions of this Grievance Redressal Policy are subject to amendments in accordance with Applicable Laws (including rules, regulations, notifications) on the subject as may be issued, from time to time. In case any provisions of this Grievance Redressal Policy are inconsistent with Applicable Laws (including any subsequent amendment(s), clarification(s), circular(s), etc.) then such provisions of Applicable Laws shall prevail over the provisions hereunder and this Grievance Redressal Policy shall be deemed to have been amended to such extent.