E-TAKA GRIEVANCE


The aim of this procedure is to give our customer or user an opportunity to raise a grievance either informally and/or formally and to discuss this with our organisation with a view to having it resolved.

General Principles

  • E-Taka works on principle to treat their user/customer fairly all the time.
  • E-Taka believes to escalate the complaint or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
  • E-Taka informs their user about the channels to escalate their complaints, concerns and grievances.
  • All employees at Etaka must work in good faith and without prejudice to the interests of the users.
  • Users/ Customer must raise their grievances as soon as possible, to allow issues to be resolved quickly.

COMPLAINTS HANDLING BY E-TAKA

E-Taka has well educated and well trained official staff to ensure that all the query and grievances related to customers or consumers are handled properly. Working culture of E-Taka builds the consumer trust and confidence. We believes to problem removal from the root cause.

Way To Reach E-Taka

a) Regarding Etaka Wallet Related Concerns

Level 1:

Customer or consumer can visit us at Etaka.in/care/ticket, select payments/Etaka wallet followed by the particular wallet transaction where you are facing the issue to submit your query.

Level 2:

In case of unsatisfaction of customer/consumer with Level 1 resolution, please write to: Nodal Officer*, Customer Grievance, E-taka Online Solutions Private Limited, S-23 A, 2nd Floor, Vardhman Central Mall, Nehru Vihar, Delhi – 110054.

Level 3:

In case of unsatisfaction of customer/consumer with Level 2 escalation, please write to: Grievance Officer*, E-taka Online Solutions Private Limited, S-23 A, 2nd Floor, Vardhman Central Mall, Nehru Vihar, Delhi – 110054.

*applicable only when level wise escalation is followed.

b) For other queries related to Etaka

Level 1:

Customer or consumer can visit us at Etaka.in/care/ticket and select the vertical where he is facing the issue. Post vertical selection, please select an order to submit your query

Level 2:

If the resolution you received does not meet your expectations, please click here to escalate your concern to the Service Head*.

Level 3:

If you are still not satisfied, please write to: Grievance Officer*, E-taka Online Solutions Private Limited, S-23 A, 2nd Floor, Vardhman Central Mall, Nehru Vihar, Delhi – 110054 Or click here to escalate to Grievance Officer.

*Applicable only when level wise escalation is followed.

We recommend that customer sends us a query/grievance by login in his Etaka account and using the ‘Help and Support’ section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.

Turn Around Time For Queries, Concerns, Complaints

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations

  • First response to a user’s query/ concern – 48Working Hours
  • Follow-up queries – 72 Working Hours
  • Escalated cases – 7 Working days
  • Customer grievances – 15 Working days
  • Concern raised to Nodal officer – 15 Working days
  • NEFT to user’s bank account – 7 Working days

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