Grievances and Redressal

MATES TALENT GLOBAL PVT LTD Grievance Redressal & Merchant On-Boarding Policy

A. Grievance Redressal Policy

Global Payment as a technology focussed and service-oriented organization considers customer service and customer satisfaction both as prime concern. The Company believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing clientele base.

It aims to minimize the instances and recurrences of Customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of Customer’s complaints and grievances. The review mechanism would help in identifying shortcomings in product features and service delivery to satisfy the customer.

1.Grievance Redressal Mechanism:

The objective of our Grievance policy is to ensure that:

• All customers are treated fairly and without bias at all times
• All issues raised by customers are dealt with courtesy and resolved on time
• Customers are made completely aware of their rights so that they can opt for alternative remedies if they are Customers mean and include Merchants and Vendors.
• Complaint / Grievance- A complaint is a communication alleging deficiency in service and seeking relief by the customer for a service deficiency.
• Turn Around Time (TAT) – Timeline to resolve the issue,
• Escalation Levels will mean the three level ( Level 1, Level 2 and Level 3) process for redressing Customer grievance

2. Grievance Filling Mechanism:

Modes available to the User for registering a complaint with us:

Customer support/ Helpline no.– Customers can reach out to our customer support on our helpline no.+91 85304 90475 available 12x6.

Email – Customers can choose to send their complaint via email to grievanceofficer@enkash.com

Letter (via courier)– Customers can choose to submit their complaint/grievance or feedback in writing, in person/via mail to the office address displayed at the website.

3. Grievance Escalation Matrix:

Global Payment has formulated an Escalation Matrix to ensure that Customer complaints/ grievances are routed and addressed in a proper and reasonable manner within the organization.

The Customer is requested to read and understand the below escalation matrix to ensure timely redressal of their grievances.

4. Review of Policy:

The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board.

The reviews will consider the following:

• Internal factors (changes in organizational structure or products /services offered)
• The overall performance of the grievance redressal mechanism, and
• The results of the audit/review, if any conducted during the year.

B. Merchant On-Boarding Policy

1. Introduction:

Global Payment (the 'Company' or 'our' or 'we' or 'us') has put in place this Merchant onboarding Policy (the 'Policy') to ensure adequate due diligence is performed on the Merchants that intend to avail the services of the Company.

The Policy is to be read in conjunction with the KYC AML CFT Policy adopted by the Company.

2. Definitions:

• i. Merchant means individuals or legal entities with whom the Company has entered into a contract for the purpose of providing payment solutions.
• ii. Officially Valid Document (OVD) means the passport, the driving license, proof of possession of Aadhaar number, the Voter's Identity Card issued by the Election Commission of India, job card issued by NREGA duly signed by an officer of the State Government and letter issued by the National Population Register containing details of name and address.
• iii. Politically Exposed Persons (PEPs) means individuals who are or have been entrusted with prominent public functions in a foreign country e.g., Heads of States / Governments, senior politicians, senior government / judicial / military officers, senior executives of state-owned corporations, important political party officials, etc
• iv. Equivalent e-document means an electronic equivalent of a document, issued by the issuing authority of such document with its valid digital signature including documents issued to the digital locker account of the customer as per rule 9 of the Information Technology (Preservation and Retention of Information by Intermediaries Providing Digital Locker Facilities) Rules, 2016.

3.Merchant Onboarding Process

The Company follows two onboarding processes viz. one for Merchants onboarded for the Company’s Spend Management Solutions and the other for Merchants onboarded for the Company’s Receivable/ Payment Collection Services. Both the processes are detailed below:

1. Merchant Onboarding Process in relation to Spend Management Solutions Merchants interested in availing the Spend Management Solutions through the Company’s platform follow the below process:

Where the OVD furnished by the merchant does not have updated address, the following documents or the equivalent e-documents thereof will be deemed to be OVDs for the limited purpose of proof of address:

• Utility bill which is not more than two months old of any service provider (electricity, telephone, post-paid mobile phone, piped gas, water bill);
• Property or Municipal tax receipt;
• Pension or family pension payment orders (PPOs) issued to retired employees by Government

Departments or Public Sector Undertakings, if they contain the address;

• Letter of allotment of accommodation from employer issued by State Government or Central Government Departments, statutory or regulatory bodies, public sector undertakings, scheduled commercial banks, financial institutions and listed companies and leave and license agreements with such employers allotting official accommodation.

Note –The Company will ensure to obtain the OVD with current address updated within a period of three months of receiving the above documents.

6. Annexure 2:

List of Restricted businesses:

● Illegal arms trading

● Gambling

● Smuggling

● Child abuse

● Human trafficking

● Pornography

● Hawala

● Organs trading

● EXtortion

● Illegal trading of animals

● Illegal drugs supply and handling

● Cryptocurrency

7.Review of Policy

The Company will periodically review and assess the Policy in light of any material changes in regulatory framework or for business or operational reasons and recommend changes, if any, to the Board. Any such updates/ changes to this Policy will be approved by the Board and communicated to the relevant Merchants/ staff/ stakeholders.