Grievance Redressal Policy

Purpose and Scope

This Grievance Redressal Policy describes how Shiv Enterprises, operating its bill payment product under the brand name "DularPay", ("Shiv Enterprises", "we", "us") receives, records, investigates, and resolves complaints and grievances from customers and agents related to bill payments, loan repayments, and other services offered through the Bharat Bill Payment System (BBPS). The Policy is designed in line with RBI directions on BBPS and digital transactions and NPCI’s centralized dispute and complaint management framework for BBPS participants.

Objectives

• Provide a fair, transparent, and time-bound process for handling grievances.
• Ensure every complaint receives a unique reference and can be tracked.
• Resolve issues at the earliest possible level and minimize customer inconvenience.
• Comply with RBI, NPCI, and BBPS guidelines on customer protection and dispute resolution.

Definitions

• Customer: Any individual using DularPay’s platform or agents to make bill or loan payments.
• Agent: Authorized outlet or person onboarded by DularPay as an Agent Institution representative.
• Grievance/Complaint: Any expression of dissatisfaction related to DularPay services, transactions, charges, or conduct of agents.
• BBPS Reference ID: Unique transaction reference used for tracking payments and disputes on the BBPS network.

Types of Complaints Covered

Typical issues covered under this Policy include (but are not limited to):

• Amount debited but bill/loan not updated as paid.
• Delayed or missing refunds for failed transactions.
• Incorrect biller or consumer number used in a transaction.
• Duplicate debits or multiple charges for a single bill.
• Issues with receipts, confirmations, or transaction status.
• Misbehavior, overcharging, or misconduct by any DularPay agent.
• Any other deficiency in service related to digital payments through DularPay/BBPS.

Grievance Registration Channels (Level 1)

Customers and agents can register complaints with DularPay using any of the following channels:

Every complaint will be acknowledged with a unique complaint reference number, which can be used to track the status of the complaint, in line with BBPS guidelines.

Grievance Handling Process and Timelines

Acknowledgment

• Complaints received via phone or email are acknowledged within 1 working day.
• Complaints received by post are acknowledged within 3 working days of receipt.

Resolution Timelines

• Failed Transactions / Pending Status: Typically resolved within T+3 working days as per BBPS norms (T = transaction date), depending on bank/biller response.
• Refund-Related Complaints: Refunds, where applicable, are usually processed within 7 working days from confirmation by the bank or biller.
• Other Service Complaints: Resolved within 7–10 working days, depending on complexity.

If more time is needed due to dependencies on external entities (banks, billers, NPCI), the customer will be informed of the delay and expected resolution date.

Escalation Matrix

If a complaint is not resolved within the stipulated time or the customer is not satisfied with the response, the following escalation levels apply:

Level 1 – DularPay Support

File a complaint through phone, email, or post using the channels mentioned above. Keep the DularPay complaint reference number and BBPS transaction ID for tracking.

Level 2 – DularPay Nodal / Grievance Officer

If the issue is not resolved satisfactorily at Level 1 within the indicated timeline, it may be escalated to:

Grievance / Nodal Officer: Pratik Kumar
Email: grievance@dularpay.com
Address: Hajipur, Vaishali, Bihar - 844115, India
Phone: +91 91427 08956

Level 3 – NPCI / BBPS and RBI Ombudsman

If the complaint remains unresolved beyond the prescribed timelines or the customer is dissatisfied with DularPay’s final response:

• The customer may escalate to NPCI Bharat BillPay Limited (BBPS) using the official support/complaint portal mentioned on the Bharat BillPay/NPCI website quoting the BBPS reference ID and complaint reference.
• The customer may approach the RBI Integrated Ombudsman Scheme for digital transactions as a final level of escalation for issues covered under the Scheme.

Customer Responsibilities

To enable timely and effective resolution, customers should:

• Provide accurate details: name, contact number, transaction date, amount, BBPS reference ID, and biller name.
• Retain receipts/SMS/email confirmations related to the transaction.
• Report issues as soon as possible after noticing a problem.
• Cooperate with DularPay’s support team and provide any additional documents or information requested.

Amendments

DularPay may modify this Policy from time to time to reflect changes in regulatory requirements, BBPS framework, or internal processes. The updated Policy will be published on our website with the revised "Last Updated" date.

By using DularPay services and channels, you acknowledge that you have read and understood this Grievance Redressal Policy and agree to cooperate with the process outlined above.