Consumer Grievances Redressal Committee

Process of Grievance Redressal for SAVE App Users

• Users can voice their grievances by calling Customer Support at 9846109500, by registering a service request online through the customer care portal, or by visiting any of the company offices.
• To register a service request online, users must visit www.mysaving.in and log in to the customer portal.
• Upon submission of a service request or compliment, a ticket number is generated and routed to the User Support Center (USC) for resolution.
• Based on the mode of communication selected, the USC team will contact the user via phone or email and update the resolution status in the portal.
• Users can track the progress and view the resolution of the ticket on the website using the “Review” button.
• If the user is not satisfied with the resolution, they may escalate the issue by contacting the Nodal Officer or Grievance Redressal Committee members, or by emailing mail@mysaving.in with the ticket number and grievance details.
• Escalation to the Grievance Redressal Committee is permitted only after a service request has been registered and remains unresolved.

Process of Grievance Redressal for SAVE App Re-Sellers

• Re-Sellers can raise grievances by calling the Re-Seller/Customer Support Centre at 9846109500, registering a service request online, or visiting company offices.
• To register a grievance online, Re-Sellers must visit www.mysaving.in and log in to the customer portal.
• SAVE App provides an internal communication platform within the Reseller portal. Upon registration, a ticket number is generated and routed to the Reseller Support Centre (RSC).
• The RSC executive will attempt to resolve the issue during the call. If unresolved, the complaint is forwarded to the back-office system for further action.
• The back office or RSC updates the resolution details, and Re-Sellers can track progress using the “Review” button.
• If dissatisfied, Re-Sellers may escalate the grievance to the Nodal Officer or Grievance Redressal Committee or email mail@mysaving.in with ticket details.
• Escalation is allowed only after a service request is registered and no resolution is received.

Grievance Redressal Committee (GRC)

• The company has a Grievance Redressal Committee (GRC) comprising one Nodal Officer and two members. The committee meets at least once every two weeks to address grievances pending beyond 15 days or exceptional cases that cannot be resolved through standard procedures.
• The committee reviews factors, processes, and procedures impacting service quality for users and Re-Sellers. Based on discussions, corrective actions are taken and new SOPs are implemented to enhance overall service experience.