Cusin Nivesh Private Limited: CUSTOMER GRIEVANCE AND DISPUTE POLICY

1. Definition and Interpretation

Customer or User: An eligible individual who has registered with Cusin and accepted the T&Cs.

Company or Cusin: Cusin Limited, a company registered under the Companies Act.

Complainant: The customer who has a grievance.

Grievance: Any dissatisfaction related to services or behavior of Cusin or its representatives.

Cusin Wallet: A semi-closed payment system issued by Cusin for goods, services, and fund transfer.

RBI: Reserve Bank of India

Redressal: Final resolution of the grievance.

Working Day: Any day except Saturday, Sunday & public holidays when the corporate office is open.

Merchant: Any seller accepting payment through Cusin Wallet under a valid arrangement.

2. About

Cusin Limited is authorized under the Payment and Settlement Systems Act, 2007. Customers can use Cusin Wallet to load, pay, and transfer funds in India. Services may be provided via physical agents or merchants.

Core Principles: Swift, Just, Fair, Transparent, Pleasant

3. Ways to Register Complaints

Customers can lodge complaints by:

4. Process to Handle Customer Grievances

Cusin ensures data security via AES-256 encryption, tokenization, and strict access control.

Level I: Customer Support

Level II: Grievance Redressal Officer

Level III: Nodal Officer

Customer Care: Operational from 09:00 AM to 06:00 PM (except public holidays).

Customers not satisfied with the response at any level may escalate their grievance accordingly.

5. Escalation Matrix

Level Contact
Level 1 Email: support@cusin.com or Call: 8093288928
Level 2 Email: report@cusin.com
Level 3 Email: nodal.office@cusin.com

6. Estimated Time to Address Complaints

  • First response: within 24 hours
  • Follow-up response: within 48 hours
  • Grievance resolution: within 7 days
  • NEFT transfers: within 7 days

7. Schedule 'A' - Grievance Application Format

Date:

To,
Customer Grievance Redressal Officers,
Cusin Limited

  1. Name:
  2. Full Address:
  3. Mobile Number:
  4. Details of the Grievance:
  5. Date of original intimation:
  6. Remedy provided (if any):
  7. Documents enclosed:
  8. Declaration:
    1. I declare that the information provided is true and correct.
    2. I have not misrepresented or concealed any material fact.
    3. The grievance has not been previously resolved or submitted elsewhere.
    4. The grievance is not pending with or decided by any court/arbitrator.

Yours faithfully,

(Signature)
(Customer's Name)