A standard BPRO grievance policy outlines tiered steps to resolve failed transactions, refund delays, or service issues. A best-practice framework mandates three primary escalation levels, specific Turnaround Times (TAT),] A highly effective and comprehensive grievance redressal policy for services operates on a tiered structure.

1. Mandatory Information Required
To log a successful complaint for any transaction, the policy requires the agent to provide:

• Unique Transaction Reference (UTR) ID
• Date and time of the transaction
• Biller Name and Category (e.g., FASTag)
• Transaction Amount and Status (Success/Failure/Pending)

2. The 3-Level Escalation Matrix
Level 1: Customer Support Team

• Customer Support : 9163105501
• Acknowledgment & Resolution: Complaint must be acknowledged within 24 hours. Expected resolution TAT for failed transactions or pending updates is 1–3 working days.

Level 2: Grievance Officer

• Trigger: If the complaint remains unresolved past 3 working days or the agent is unsatisfied with the Level 1 resolution.
• Acknowledgment & Resolution: Acknowledged within 48 hours. Expected resolution TAT is 7–10 working days.

Level 3: Principal Nodal Officer – 9147409359
Level 3: Principal Nodal Officer

• Trigger: Escalated if unresolved by the Grievance Officer.
• Acknowledgment & Resolution: Handled by the company's designated Nodal Officer with a maximum resolution TAT of 15 working days.

3. Defined Turnaround Times (TAT)
Typical service-level agreements (SLAs) specify these resolution timeframes based on the nature of the issue:

• Failed Transactions (Debited but not credited to biller): 1–3 working days.
• Refund Delays (Success at biller, failed at bank): 3–7 working days.
• Service-Based Complaints (Incorrect bill fetches or technical errors): 3–5 working days.