Grievance Policy

DRK application developed by Company, a company duly incorporated under the Companies Act, 2013 with its brand “DRK” and having its registered office at PLOT NO. 3 MAANJI KA HATTHA , PAOTA B ROAD, JODHPUR, RAJASTHAN-342001

We at DRK value the trust placed upon us and strive to offer the best experience to You. Our Grievance policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.

Our endeavour is to provide You with a seamless experience while transacting via DRK web/App, when required, our in-app/Web customer redressal support process, is able to address all Your concerns. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customised redressal, You may refer to the following redressal mechanism in the sequential order.
Grievance redressal

We have formulated an escalation matrix to ensure that your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of your concern.

We recommend you to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through DRK Web/App.

Our in-app/web support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where you wish to escalate the concern to next level, You need to ensure that you have already exhausted the previous level(s) and your concern remains un-resolved or not resolved to your satisfaction.
Service Levels
Service Levels for all the services provided on DRK Platform Like Recharge, Bill Pay, DRK Wallet, UPI (Unified Payments Interface), Stores, Investments, DRK Switch and Vouchers.
Level 1
Complaints Registration: You can register your complaint with DRK customer support by sending email to support@paybizzindia.com. Our customer support service is available from Mon to Sat from 10:00 AM to 6:00 PM on working days.

Resolution of Complaints:We are committed to providing you with our first response within 24 hours of receiving the complaint.

We aim to resolve all your complaints/queries within 3 business days. Resolution of your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which your complaint will be addressed.

In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues.

Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

Level 2
Complaints Registration: You can access any of the following channels to escalate your complaint.

Register a complaint on support@paybizzindia.com.

Call our customer support Center on 7222021001.

Resolution of Complaints
We are committed to providing a first response within 24 hours of receiving the complaint. We aim to resolve all Level 2 complaints within 3 business days. Any delay in the resolution time shall be proactively communicated to you

Level 3
Complaints Registration: In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer is provided below:

Contact Person: Mr. Dinesh Solanki

Website: https://www.drkjodhpur.com

Phone: 9261749931.

Address: Plot No 3, Paota B2 Road Manji Ka Hatta, Paota, Jodhpur (Rajasthan) India 342001
Working hours: Mon-Sat 10:00 AM to 6:00 PM

Resolution of Complaints: – We are committed to providing a first response within 24 hours of receiving the complaint.
We aim to resolve all Level 3 complaints within 7 business days. Any delay in the resolution time

shall be proactively communicated to you.