Customer Care Policy

Customer Grievance Redressal Mechanism

Applicable for U-Wallet and Udio Card customers. U-Wallet and Udio Card both are issued by RBL Bank Ltd in conjunction with Udio.

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantees and timelines by which we will try and ensure resolution to our customer concerns.

The company has a dedicated Customer Care to manage customer queries and ease out grievances if any.

We Value your Feedback:

All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.

The Customers can send in their Queries, Requests or Complaints in the following ways:

MODE DETAILS OPERATING HOURS
PHONE Customer care: 022-67737800 07.00 am to 11.00 pm on working dats*
ONLINE CHAT Available on U-Wallet App 08.00 am to 08.00 pm on working days*
EMAIL Write to: ping-uwallet@udio.in 10.00 am to 07.00 pm on working days*
COURIER High Tech Plaza Office #2, Mahakali Caves Road, Andheri East, Mumbai – 400093 24*7

*Working days mean all days except government holidays or national holidays

These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services. On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.

If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.

Note : escalations without a complaint reference number will not be treated as complaints

Customer Resolution Timelines:

Sr.No. COMPLAINT TYPE ESTIMATED TIMELINES(SLA)
1 Any U-Wallet Transaction related issue Within 7 working days. (In case of involvement of third parties in resolution, timelines followed by leading banks would be applied and communicated to customers)
2 Wallet related issues 5 Working Days

The process is split across two steps:
  • Acknowledgement: Acknowledgement of consumer query or complain. This will be delivered via email
  • Resolution: Response to the consumer either in form of resolution, or for any further communication/detail required to resolve the consumer concern.

Escalation Matrix:

UDIO provides 3 layered customer support

LEVELS PERSON / TEAM MODE
Level 1 Customer Care Phone
Email
Online Chat
Level 2 Customer Care Head Phone
Email
Level 3 Nodal Officer Email
Courier

Level-1

Customer can lodge the complaint using all available modes. The Customer Care team will acknowledge the grievance on the receipt of complaint either in the same mode or via email.

In all the modes, a reference number would be provided for all future communication around the complaint.

The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern

All complaints would be closed only basis the customers feedback and acceptance of closure

If you do not receive a response within 8 working days from the modes under Level-1, or, if you are not satisfied with the response received,

Please click here for the next level of escalation

Level-2

In case the customer is not satisfied with the:

  • Resolution provided by Level 1 executives
  • Behavior of any representative or staff member at TranServ/RBL Bank
  • Breach in the Service Level Agreements or timelines

Customer may escalate the grievance to Level-2 via phone 022-6773 7800 or write to cs.head@udio.in

If you are not satisfied with the response that you receive from Level-2 or if you do not receive a response within 10 days from the pertinent authority,

Please click here for the next level of escalation

Level-3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the highest level by writing to nodal@udio.in or via courier to Mr. Anish Williams (CEO)

* Please note all the complaints sent to this level would be entertained only if the email sent contains the complaint number shared at Level-1