In today’s competitive era and constantly evolving business, we at Knockus Services Pvt. Ltd. (‘Company’) take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer service to all our existing and new customers at all times.
As a service organization we promote “Excellence in Delivery” and hence feedback from our valued customers forms an integral part of all decisions taken by the Company. The feedback provided by our customers is treated as an asset to the Company, evaluated and customized to improve our products and services.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.
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.
On receiving customer feedback/complaint/query, our executives would reach out to the customers and ensure that all grievances are addressed within a period 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
• Acknowledgement of Grievances:
> Customer Engagement Centre team will acknowledge the grievance within 48 hours on the receipt of complaint in the form of : -
> Response in case of Emails
> Answering the calls at the call centre, or
> In all the scenarios a reference number will be provided for all future communication around the particular complaint.
> The customer care executive will try to resolve the issue within 7 days after the issue has been acknowledged.
> All complaints would be closed based on the customers feedback only and acceptance of closure.
Customer Grievance Redress Escalation:
As “Customer Delight” our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers.
In case the customer is not satisfied with the response from the customer service executive, escalation to Level 2 can be triggered.
Write to us: Customer Care, Knockus Services Pvt. Ltd.,G-79,301,3rd floor Gupta Building Laxminagar East Delhi-110092Email ID: firstname.lastname@example.org
1. All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed and resolved within forty eight (48) hours up to a max of seven (7) days in special cases pertaining to third party transactions.
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by: grievances Officer : Sandeep Kumar Yadav
Write to us: grievances Officer, Knockus Services Private Limited
ADDRESS: G-79,301 3RD FLOOR GUPTA BUILIDING LAXINAGAR DELHI-110092
Phone No: 9504988888
On receiving the escalation, the complaint will be acknowledged within twenty four (24) hours. Post acknowledgement, resolution will be provided up to a maximum of seven (7) days. Please remember that all complaints will be considered at this level only if the complaint number given in level 1 of the complaint is written in the complaint.