Customer Grievance Redressal Policy

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Customer Support Vision

We strive to achieve high standards of customer support. Our customer support goals revolve around one basic concept – customer satisfaction is more important than commercial interests.

Our belief is that even if we have a single dissatisfied customer, we have not maintained our quality standards. This is why we constantly look for opportunities to improve our quality management process. We regularly upgrade to advanced technologies so that we can minimize instances of complaints. Also, our processes push a sense of high customer responsibility into our corporate culture.

Support Staff Training

To create this kind of corporate culture, we strictly follow a multi-step process of training our expanding team that manages customer support. This process includes:

  1. 1) A one-day training on all corporate policies regarding customer support
  2. 2) A three-day intensive soft skills training module
  3. 3) A three-day in-depth product training course
  4. 4) A seven-day exercise in which newly trained customer support entrants shadow experienced professionals

We allow these trained professionals to enter real-time customer support operations only after they have undergone this process. Even then, we constantly monitor the entire customer support team with random quality checks by a dedicated quality management system.

Despite this quality management process, we understand that human or technical errors can still occur. This is why we follow a broad customer grievance redressal policy.

We encourage all our customers to contact us, so that we can understand and assist them with their concerns. These are the ways in which our customers can contact us regarding their complaints or grievances:

Contacting Zeta

For End-Users:

First Level:

Email support@zeta.in or
Use Zeta’s in-app live chat or
Call 022-61123989 (10 am to 7 pm, 7 days a week, except for public holidays)

If end-users are still not satisfied, they may contact:

Second Level:

Operations Manager, Zeta
Email: jobin.jo@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

Third Level:

Delivery Head, Zeta
Email: rafi@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

For Merchants:

First Level:

Email support@zeta.in or
Use Zeta’s in-app live chat or
Call 022-61123989 (10 am to 7 pm, 7 days a week, except for public holidays)

If merchants are still not satisfied, they may contact:

Second Level:

Operations Manager, Zeta
Email: jobin.jo@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

Third Level:

Delivery Head, Zeta
Email: rafi@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

For Corporate Clients:

First Level:

Email support@zeta.in or
Call 022-61123989 (10 am to 7 pm, 7 days a week, except for public holidays)

If corporate clients are still not satisfied, they may contact:

Second Level:

Operations Manager, Zeta
Email: jobin.jo@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

Third Level:

Delivery Head, Zeta
Email: rafi@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

For Fraud-Related Queries:

If there is any suspicious activity occurring in relevance with Zeta, kindly notify us using the following method:

First Level:

Email fraud@zeta.in or
Use Zeta’s in-app live chat or
Call 022-61123989 (10 am to 7 pm, 7 days a week, except for public holidays)

If still not satisfied, please contact:

Second Level:

Operations Manager, Zeta
Email: jobin.jo@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

Third Level:

Delivery Head, Zeta
Email: rafi@zeta.in
Ground Floor, Tower C, Diamond District,
HAL Airport Road, ISRO Colony, Domlur,
Bengaluru, Karnataka - 560008

For Emergencies:

In the hours when our customer care is non-operational, we may be contacted on the following numbers:

Mobile Number: 7338466826 (Jobin Joseph)
Mobile Number: 7338466827 (Rahul Bajaj)

Kindly note that these are personal contact numbers of our employees, and hence should be contacted in utmost emergencies only.

Through our multi-level grievance redressal process, we try our best to address your queries and complaints. Although, if you are still not satisfied, please contact our Commander-in-Chief:
Ramki Gaddipati (Co-Founder): ramki@zeta.in

Our Response Time*

The following is a tabular representation of our turnaround time for specific types of queries:

Type of query / concern
Turnaround time (in business days)
Crediting meal vouchers / medical reimbursements
1
Uncaptured payment refund
1
Bill review
2
Merchant suggestion
3
Merchant settlement
3
IMPS/NEFT Out Refund
7
Auto revert of unsettled Mastercard payments
15

Our customer grievance redressal policy focuses on collecting valuable feedback from our customers. Our policy also assigns relevant authorities to address our customers’ queries and concerns.

*Please note that our turnaround time is estimated and the actual time taken can depend on a case-to-case basis. We request you to not escalate your complaint to a higher level before the mentioned turnaround time.