Skydo Technologies Private Limited, CIN No. U72501KA2022PTC158593 (“Skydo”) proposes to establish a robust customer grievance redressal mechanism to ensure customers are able to file complaints easily, and get timely resolution This mechanism is designed to comply with the guidelines set forth by the Reserve Bank of India (RBI), and prioritise customer satisfaction. The key components of Skydo's customer grievance redressal machinery are outlined below:

1. Objective

‍

Objectives of this Grievance Redressal Policy are to:

 

1. Treat all Customers of Skydo fairly and consistently and conduct operations in accordance with prevailing regulatory and statutory requirements; and
2. Make Skydo’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 time frame.

 

2. Appointment of Nodal Officer

‍

1. Skydo shall appoint a Nodal Officer in accordance with the PA Guidelines (Clause 9 of the Guidelines on Regulation of Payment Aggregators and Payment Gateways by RBI).
2. The Nodal Officer shall be responsible for representing Skydo and handling regulatory and customer grievance functions.
3. Details of the Nodal Officer appointed by Skydo are set out in Annexure 1 to this Policy and will also be displayed for the benefit of the Customer on Skydo’s website.

 

3. Indicative scenarios for raising complaints

‍

Indicative scenarios for raising complaints in a grievance redressal policy may include:

 

1. Service Disruptions: Prospects facing issues while registering on the Skydo platform. Customers experience service disruptions such as inability to access their account, upload invoices, or use Skydo’s services.
2. Unauthorised Transactions: Customers notice unauthorised transactions on their account statements or on Skydo web dashboard and wish to dispute them.
3. Billing Disputes: Customers receive incorrect credits or are charged fees that they believe are unfair, incorrect or unauthorised.
4. Data Privacy Concerns: Customers express concerns about the handling of their personal information, including data breaches or unauthorised access to their account details.
5. Fraudulent Activities: Customers suspect fraudulent activities such as phishing scams, identity theft, or fraudulent offers using Skydo’s name.
6. Delay in Services: Customers face delays in the processing of transactions, account opening, or resolution of service requests beyond the promised timelines.
7. Mis-selling or Misrepresentation: Customers feel misled or deceived by the company's representatives regarding the features, terms, or benefits of a financial product or service.
8. Dissatisfactory Customer Service: Customers encounter rude behaviour, unprofessional conduct, or lack of responsiveness from customer service representatives.
9. Account Related Issues: Customers face challenges or delays in closing their accounts, changing their bank account details or changing details in their Skydo account profile.

 

4. Channels for complaint registration

‍

Skydo follows a ‘three level’ process for registering and addressing all Grievances/Complaints.

The customers may raise queries / complaints with Skydo using any of the modes detailed below. A customer may get in touch with the Company to submit his/ her complaint either, through email, phone, or over post/courier in the following ways:

 

1. Email: The customer can send their complaint via email to support@skydo.com
2. Phone: The customer can call the Skydo customer support helpline on +91 70260 00500 (Monday - Friday, 10 AM IST to 8 PM IST)
3. Post / courier:
   To,
   The Customer Support Team,
   Skydo Technologies Private Limited,
   3rd Floor, Incubex, 581, 1st Main, HSR Layout 6th Sector,
   Bengaluru, Karnataka, 560102

 

5. Redressal Process

 

1. On receipt of complaint, the Company shall, within reasonable time, send an acknowledgement of the same to the complainant. All the complaints received shall be recorded.
2. The Grievance Redressal Officer (GRO) shall ensure that all complaints are resolved in a timely and effective manner, and the status of resolution / closure of complaints in records is updated.
3. The Grievance Redressal Officer (GRO) shall monitor the complaints status to ensure that the complaints are resolved within 30 days of receipt of complaint.
4. If in any case, the Company needs additional time, the Company will inform the customer the reasons for delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint.

 

6. Escalation Process and Matrix

 

A Customer can register Grievances in accordance with the process set out in this Grievance Redressal Policy. Skydo follows a ‘three level’ process for registering and addressing all Grievances as described below.

 

1. Level 1 Escalation: Registering a Complaint
1. Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by the customer in lodging an appropriate complaint, the Company shall endeavour to provide guidance to the customer in this regard
2. Upon raising a complaint via email, the customer shall receive acknowledgement and query reference number of having received the complaint, within 24 hours of receipt of complaint.
3. Company shall send its first response / acknowledgement towards resolution of the complaint within 1 business day of the receipt of complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint. Maximum time to resolve the complaint would be 3 business days from the date of lodging the complaint.
4. In case the complaint is not resolved within the said timeline or customer is not satisfied with the resolution they may escalate the complaint as under
2. Level 2 Escalation: Grievance Redressal Officer
1. In the event that the customer does not receive a satisfactory resolution, within the prescribed timelines for Level 1, customers may approach the ‘Grievance Redressal Officer (GRO)’ of the Company at the details mentioned in Annexure 1.
2. The Grievance Redressal Officer shall send their final response to the customer within 7 business days of receiving the complaint escalation. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
3. Level 3 Escalation: Nodal Officer
1. In the event that the customer does not receive a satisfactory resolution, within the prescribed timelines Level 2, customers may approach the Nodal Officer of the Company at the details mentioned in Annexure 1.
2. The Nodal Officer shall send their final response to the customer within 10 business days of receiving the complaint escalation. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.

 

7. Turnaround Time

 

Following is the list of overall time-frame to be taken by Skydo in resolving various types of customer complaints:

 

Escalation Level	Escalation Point	Acknowledgement	Max time for Further Response	Max TAT since complaint registration
Level 1	Customer Support Team	1 business day from receipt of complaint at Level 1	3 days of complaint receipt at Level 1	3 days
Level 2	Grievance Redressal Officer	1 business day from receipt of complaint at Level 2	7 days of complaint receipt at Level 2	10 days
Level 3	Nodal Officer	2 business day from receipt of complaint at Level 3	10 days of complaint receipt at Level 3	20 days

 

Sr. No.	Mode of Complaint Registration	Maximum TAT for resolution
1	Via Email	20 business days
2	Via Phone	20 business days
3	Via Post / courier	20 business days (from the date of receipt of post at Skydo office)

 

In case the Grievance is not redressed within a period of 30 days or the customer does not receive a satisfactory resolution, customers may appeal to the RBI Ombudsman as per the RBI’s Integrated Ombudsman Scheme(The Reserve Bank - Integrated Ombudsman Scheme, 2021 ). Customers may file the complaint online on the RBI’s Complaint Management System or through an email to CRPC@rbi.org.in. Complaints can also be filed through the dedicated e-mail or sent in this format in physical mode to:

The Centralised Receipt and Processing Centre,
Reserve Bank of India,
4th Floor, Sector 17,
Chandigarh - 160017

 

8. Filing a Complaint with the RBI Ombudsman

 

The procedure for filing a complaint with the RBI Ombudsman, resolution and appeal in relation to such complaint, and the enforcement mechanism has been set out in the RBI - Integrated Ombudsman Scheme available at https://rbidocs.rbi.org.in/rdocs/PressRelease/PDFs/PR1184E54DDADDA7BF415F957FE12C19A06055.pdf.

Details of the RBI Ombudsman are provided in Annexure 1 of this Policy and will also be displayed for the benefit of the Customer at the office of Skydo.

 

9. Maintenance of Records

 

1. Skydo will maintain comprehensive records of all customer complaints, including details of the nature of the complaint, actions taken for resolution, and timelines.
2. A centralised system (CRM) will be implemented to track the progress of complaints from lodgment to resolution.

 

10. Review and Oversight

 

1. Board Approval: The Board has reviewed, approved and adopted this document as Grievance Redressal Policy of Skydo.
2. Periodicity of Review:
   1. This Grievance Redressal Policy will be reviewed by the Board either annually or whenever there’s any amendment in the policy based on the issue of any government circular relevant to customer grievances, data privacy and other related issues.
   2. The Nodal Officer will furnish periodical reports on his/her activities to the Board, bi-annually.
3. Amendments:
   1. Any amendments to this Grievance Redressal Policy will be reviewed and approved by the Board.
   2. 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.

 

11. Publication

 

This Grievance Redressal Policy shall be published on Skydo’s website for the information of various stakeholders.