Customer Grievance Redressal Policy

Effective Date: 28th September, 2024

1. Introduction

Amica Payment Services Private Limited (“APSPL” or “the Company”) is a non-bank Prepaid Payment Instrument (PPI) issuer, licensed and regulated by the Reserve Bank of India (RBI) and has issued the PPI named “Jupiter Account”. As a customer-centric organization, APSPL is committed to providing high standards of service, transparency, and timely resolution of customer grievances in compliance with the Master Direction on Prepaid Payment Instruments dated August 27, 2021, as amended from time to time.

2. Objective

This policy aims to define a structured and transparent framework for handling customer complaints and grievances in an effective, fair, and timely manner. It ensures that customers can raise concerns relating to PPI products or services and receive appropriate and prompt resolution. The policy also outlines the internal mechanisms and timelines for redressal in compliance with RBI's regulatory expectations.

3. Scope

This policy applies to all customer grievances arising out of services offered by APSPL through its PPI products, including but not limited to wallet-related issues, transaction failures, unauthorized transactions, service denials, incorrect charges, and delays in refund or credit. It includes grievances raised via all available channels such as customer care, email, web portal, mobile app, or physical letters.

4. Principles Governing the Policy

APSPL’s grievance redressal process is guided by the following principles:

•       Accessibility of complaint registration through multiple convenient modes.

•       Fairness and transparency in grievance resolution.

•       Timeliness in acknowledgment and final closure of complaints.

•       Root cause analysis of recurring issues for systemic improvements.

•       Regular review and oversight by the management on grievance trends.

5. Modes of Lodging a Complaint

Customers can register their complaints through any of the following channels:

Email: support-jupiteraccount@jupiter.money

Customer Support Helpline: +080-8655055086

In-app/Online Chat: Available through the JUPITER mobile application.

Postal Address: 32,3rd Floor,Viraj Building,Plot No.124 Above HDFC Bank, S V Road,Khar, West Mumbai Mumbai City MH 400052 IN

All complaints must contain relevant details such as the customer’s registered mobile number/email ID, transaction reference (if applicable), date of incident, and a brief description of the issue.

6. Grievance Redressal Mechanism and Timelines

APSPL shall ensure all complaints are acknowledged and resolved within the timeframes prescribed below:

•  Acknowledgment: Every complaint will be acknowledged within 48 hours of receipt (excluding holidays).

•   Resolution Timeline: APSPL shall endeavor, to resolve all complaints within a maximum of 30 working days from the date of receipt. In case of delays, the customer will be provided with interim updates.

•  If a refund is determined to be applicable, it will be processed within the time limits specified by RBI or the operating rules of payment systems, as the case may be.

All grievances shall be assigned a unique complaint reference number which will be communicated to the customer for tracking purposes.

7. Escalation Matrix

If the customer is not satisfied with the resolution provided at the first level, they may escalate the matter as follows:

Level 1 – Grievance Officer:

Name: Mr. Vinay Gupta

Designation: Grievance Officer

Grievance Email:  grievance-jupiteraccount@jupiter.money

Address: 32,3rd Floor, Viraj Building, Plot No.124 Above HDFC Bank, S V Road, Khar, West Mumbai Mumbai City MH 400052 IN

Level 2 – Nodal Officer:

Name: Mr. Vishwanath Sharma

Designation: Nodal Officer

Nodal Email: compliance@jupiter.money

Address: 32,3rd Floor, Viraj Building, Plot No.124 Above HDFC Bank, S V Road, Khar, West Mumbai Mumbai City MH 400052 IN

The Nodal Officer is responsible for ensuring regulatory compliance and reporting of grievances to senior management. All escalated complaints will be resolved within 5 working days of escalation.

8. Review and Oversight

The grievance redressal function shall be reviewed by the senior management periodically to assess trends, root causes, and system improvements. Summary data including number of complaints received, resolved, pending, and average turnaround time shall be maintained and reviewed quarterly. Any material issues identified shall be reported to the Board or designated Board Committee.

9. Policy Review

This policy shall be reviewed at least once annually or earlier in the event of any regulatory updates or material changes to the grievance management process. All updates to the policy will be approved by the Board and published on the Company’s website/mobile app for public access.