Spice Pay - Your Guide to Grievance Redressal
At Spice Pay, Pre-Paid Instrument (PPI) are issued by Spice Money Ltd, we are committed to deliver superior customer service and customer satisfaction is of paramount importance to us. We aim to deliver excellence in every customer experience thus retaining our customers for life. Spice Pay has a clear and transparent process to address concerns effectively and efficiently. The document text below outlines our grievance redressal process and touchpoints.
Section 1: How to Reach Us
If you have a query, suggestion, or complaint, here's how you can get in touch:
Level 1: Initial Contact
- Account/App Related Issues: For help with your account before logging in, please use the “Help” section on the Spice Pay app login screen.
- Transaction Queries (Debit/Credit): For questions about specific transactions, please use the “Help” section within the app or tap “Having issues” on your Passbook receipt.
- General Queries, Suggestions, or Complaints:
- Email: You can email us at ppicare@spicemoney.com
- Call: You can call our support team at 0120-5077786, 01203645645. Our support team is available 7 days a week 7AM to 11PM
- Report Unauthorized Activity or Block Your Account:
- To immediately block your Spice Pay Wallet and report any unauthorized transactions, please call us at 0120-5077786, 01203645645 and Press 5. Our support team is available from 7:00 AM to 11:00 PM - 7 days a week
- Raise a Ticket Online:
- You can also submit your issue through our website: /corporate/grievance-readdressal/
- Fill in the required details and "Click Here"
Level 2: Escalation to Grievance Officer
If you are not satisfied with the resolution provided at Level 1, you can escalate your concern by emailing our Grievance Officer, Guriya Kumari, at guriya.kumari@spicemoney.com. Please include your earlier contact details when contacting the grievance officer.
Level 3: Escalation to Nodal Officer
If your issue remains unresolved after contacting the Grievance Officer, you can write to our Nodal Officer at the following address: Spice Money Limited Global Knowledge Park, 19A & 19B, Sector 125 NOIDA 201301, Uttar Pradesh, India
Kind Attention: Ruchi Girdhar Email: grievances@spicemoney.com, ruchi.girdhar@spicemoney.com
Contact Number: 0120-5029428 (Monday to Friday - 10:00 AM to 6:00 PM)
Section 2: Our Commitment to Resolution Time (Turnaround Time - TAT)
We strive to resolve your concerns as quickly as possible. Here are our standard timelines:
| Details | Timelines |
|---|---|
| First response to a user’s query/ concern | 24 hrs |
| Follow-up queries | 48 hrs |
| Resolution of escalated cases | 7 days |
| Resolution of customer grievances | 15 days |
| Concern raised to Nodal officer | 15 days |
Final Redressal and closure of Grievance:
Your grievance will be considered closed in the following situations:
- You have communicated your acceptance of the resolution provided by Spice Pay.
- You have not communicated your acceptance within 7 days from the date we communicated our resolution to you at Level 1, Level 2, or Level 3, as applicable.
Section 3: Escalating to the RBI Ombudsman
If your concern remains unresolved after 30 days through our internal grievance redressal process (Levels 1, 2, and 3), you have the option to escalate it to the Reserve Bank of India (RBI) under the Integrated Ombudsman Scheme, 2021.
You can lodge your complaint through the following channels:
- RBI Ombudsman Complaint Portal: You can directly file your complaint online at the RBI's dedicated portal: https://cms.rbi.org.in
- Toll-Free Enquiry Number: For any queries regarding the Ombudsman Scheme, you can call the RBI's toll-free number: 14448.
- Address for Physical Complaints: You can also send your complaint in writing to the following address: Reserve Bank of India 4th Floor, Sector 17 Chandigarh - 160017
For comprehensive details about the Reserve Bank - Integrated Ombudsman Scheme, 2021, please refer to the official document available on the RBI website: https://cms.rbi.org.in/cms/assets/Documents/Ombudsman_Scheme_English.pdf
Section 4 - Your Protection Against Unauthorized Transactions: Understanding Your Liability
At Spice Pay, your security is our priority. In line with the Reserve Bank of India (RBI) guidelines, your liability arising from unauthorized payment transactions on your Spice Pay wallet will be limited as follows:
| Situation | Maximum Liability of Customer (PPI holder) (₹) |
|---|---|
| Contributory fraud/negligence/deficiency on Spice Pay's part (regardless of when reported) | Zero Liability |
| Third-party breach (where the issue is not with Spice Pay or the customer) AND the customer reports the unauthorized transaction: | |
| i. Within three days* of receiving transaction communication from Spice Pay | Zero Liability |
| ii. Within four to seven days* of receiving transaction communication from Spice Pay | Lower of Transaction Value or ₹10,000 per transaction |
| iii. Beyond seven days* of receiving transaction communication from Spice Pay | Transaction Value |
| Loss due to customer negligence (e.g., sharing login credentials) AND the customer has not reported the unauthorized transaction to Spice Pay | Case-by-case basis (customer bears the loss until reporting) |
| Loss occurring AFTER the customer reports the unauthorized transaction to Spice Pay (even in cases of customer negligence) | Zero Liability |
Important Notes:
- *The number of days is calculated from the date you receive communication about the transaction from Spice Pay.
- Spice Pay may, at its discretion, choose to waive customer liability for unauthorized electronic payment transactions even in cases of customer negligence.
Staying Safe: Protecting Your Information
We urge you to be cautious and protect your sensitive information. Please remember:
- Do not fall prey to fictitious offers or unsolicited calls/emails asking for financial or personal details.
- Spice Money employs robust security measures to prevent fraudulent transactions. However, your vigilance in safeguarding your login credentials and personal information is crucial.
By understanding these guidelines and practicing safe digital habits, you can help protect yourself from unauthorized transactions on your Spice Pay wallet.
Section 5: Our Commitment to Regulatory Guidelines
Spice Pay operates in compliance with the guidelines and directives issued by the Reserve Bank of India (RBI) for digital payment systems. Specifically, we adhere to the following key circulars:
- Harmonization of Turn Around Time (TAT) and Customer Compensation for Failed Transactions: As outlined in RBI circular DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019 (and any subsequent amendments), we follow defined timelines for resolving failed transactions and providing compensation where applicable.
- Online Dispute Resolution (ODR) for Digital Payments: In line with RBI circular DPSS.CO.PD No.116/02.12.004/2020-21 dated August 6, 2020 (and any subsequent amendments), we are committed to utilizing a system-driven and rule-based Online Dispute Resolution (ODR) mechanism to efficiently address customer disputes and grievances related to digital payments with minimal manual intervention.
Section 6: Additional Support Channels
In addition to our internal grievance redressal process, you have access to the following platforms for specific transaction types:
For UPI Transactions:
- You can report issues directly to the National Payments Corporation of India (NPCI) through their dedicated dispute redressal mechanism available at: https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
For Bharat Bill Payment System (BBPS) Transactions:
- You can raise complaints directly with the National Payments Corporation of India (NPCI) Bharat BillPay Ltd (NBBL) at their customer support portal: https://www.bharat-connect.com/support/raise-complaint-customer/
By providing these additional resources, we aim to ensure you have multiple avenues for resolving any issues you may encounter with your Spice Pay transactions.