Customer Grievance Redressal Policy

• Background

• BeyoundExtra Tech Pvt Ltd (“Beyound”) is committed to fair treatment of its customers and maintaining high standards of service in relation to bill payments made through the Bharat Bill Payment System (BBPS). We value ethical behaviour, integrity, and transparency by all staff in customer interactions. We believe prompt, efficient, and courteous customer service is vital to building long-term relationships and ensuring customer satisfaction across our BBPS payment channel.

• This policy sets out the framework for handling queries and complaints specifically arising from the use of Beyound’s BBPS Payment Services.

• Objectives

• The primary objective of this policy is to:

• Establish a robust grievance redressal framework applicable to all BBPS payment services offered by Beyound.

• Provide multiple accessible channels for customers to lodge complaints related to bill payments (electricity, water, gas, DTH, mobile postpaid, broadband, insurance, loan EMIs, etc.).

• Ensure transparency by providing clearly defined Turn-Around-Times (TATs) and prompt resolution.

• Empower customers with an escalation matrix for unresolved complaints.

• Use customer feedback to improve Beyound’s systems, processes, and offerings specific to BBPS payments.

• Key Definitions

• BBPS Payment Services – The credit card payment services offered by Beyound that utilise the Bharat Bill Payment System (operated by NPCI) for payment of bills such as electricity, water, gas, DTH, mobile postpaid, broadband, insurance premiums, loan EMIs, and other BBPS-eligible categories.

• Query – A request for information regarding Beyound’s BBPS payment services, including inquiries about transaction status, bill fetch accuracy, fee structures, KYC requirements, or feature clarifications.

• Complaint – A communication by a customer that expresses dissatisfaction due to a deficiency in service delivery, non-fulfillment of commitments, non-compliance with Beyound’s processes or standards, or issues related to a specific BBPS transaction (e.g., incorrect bill amount, payment not credited to biller, duplicate payment).

• Customer / User – Any individual using Beyound’s BBPS Payment Services.

• Biller – The utility provider, telecom operator, insurance company, or other entity to whom the bill is owed.

• NPCI – National Payments Corporation of India, the operator of BBPS.

• Grievance Redressal Officer (GRO) – The designated officer responsible for addressing complaints escalated beyond Level 1.

• Grievance Redressal Framework

• Beyound provides a structured grievance redressal mechanism with multiple complaint channels and defined timelines for resolution.

• Channels for Complaint Lodging

• Beyound Mobile App – Help & Support section (dedicated to BBPS payments)

• Email – support@beyound.in

• Helpline – +91 90004 00804

• Complaint Acknowledgement

• An acknowledgement will be shared within 48 hours via the registered contact details (email or SMS).

• Grievance Escalation Mechanism

• Level 1 – Customer Support Team

• Complaints raised via app or email are addressed by trained agents who specialise in BBPS bill payment issues.

• Acknowledgement is provided within 48 hours.

• If the complaint is resolved at this level, the customer will receive a confirmation and closure notice.

• If not resolved satisfactorily, customers can escalate to Level 2.

• Level 2 – Grievance Redressal Officer (GRO)

• If unresolved at Level 1, the complaint may be escalated to the GRO.

• Name: Mr. Vinod Kumar

• Address: First Floor, Building No. 138, 4th Main Road, Industrial Town, Rajajinagar, Bangalore North, Bangalore – 560010, Karnataka, India

• Email: vinod@beyound.in

• Phone: +91 8069240024

• Resolution Timeline: Within 7 working days from receipt of escalation.

• The GRO will review the complaint, coordinate with relevant internal teams, and, where necessary, liaise with NPCI or the biller to resolve issues such as delayed settlements, incorrect bill fetch, or payment reconciliation. A final response detailing the resolution or the reasons for any adverse decision will be provided.

• Level 3 – Legal Recourse / Consumer Court

• If you remain unsatisfied after the GRO’s decision, you may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

• Grievance Review Mechanism and Quality Assurance

• To ensure service quality and systematic improvements in the BBPS payment service, Beyound will establish:

• Internal Grievance Review Committee – Responsible for monitoring trends, delays, and key issues from customer complaints related to BBPS payments, and suggesting improvements.

• Customer Service Committee – Chaired by Senior Management, this committee reviews periodic grievance reports, policy compliance, and systemic gaps specific to BBPS payment operations.

• Board Oversight – The Customer Service Committee of the Board oversees end-to-end service quality and policy adherence for BBPS payments.

• Reporting

• Beyound will maintain detailed logs of all complaints related to BBPS payments, including their nature, resolution status, and TAT adherence. Summary reports and complaint analysis will be presented to the Board periodically to identify recurring issues and drive continuous improvement.

• Review of the Policy

• This policy shall be reviewed at least once annually, or earlier if necessitated by operational or regulatory changes specific to BBPS payments (including updates from NPCI or RBI). All revisions must be approved by the Board and disseminated to relevant teams for compliance.

• Contact Information for BBPS Payment Grievances

• Primary Grievance Channel Email: support@beyound.in Phone: +91 90004 00804 In-App: Help & Support (select “BBPS Payments”)

• Escalation (Grievance Redressal Officer) Mr. Vinod Kumar Email: vinod@beyound.in Phone: +91 8069240024

By using Beyound BBPS Payment Services, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.

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