Grievance Redressal Policy

1. Introduction

In today's highly competitive financial services environment, superior customer service is critical for sustainable growth and long-term success. Customer complaints are an inevitable aspect of any business, particularly in the online financial services sector. As a technology-driven organization, MegoForex.com recognizes that customer satisfaction and service excellence are fundamental to its operations.

This Grievance Redressal Policy has been established to:

• Minimize the occurrence of customer complaints
• Ensure proper service delivery standards
• Provide a structured mechanism for timely grievance resolution
• Identify gaps in products, processes, and service quality
• Strengthen internal review and accountability systems

The review framework will enable continuous improvement by detecting deficiencies in product features and service execution.

1.a Principles of the Grievance Redressal Mechanism

• Customers shall be treated fairly and respectfully at all times.
• Complaints shall be handled courteously, transparently, and within defined timelines.
• Customers shall be clearly informed about escalation channels available within MegoForex.com.
• All grievances shall be addressed impartially and efficiently, recognizing that unresolved complaints may adversely impact the organization's reputation and business continuity.
• Employees shall act in good faith and without bias, safeguarding the legitimate interests of customers.

Structured Redressal Framework

To ensure effectiveness and accountability, MegoForex.com shall maintain a structured grievance handling system. This system will:

• Ensure fair, consistent, and rule-based resolution
• Align with applicable laws, rules, and regulatory requirements
• Provide clarity in complaint registration, tracking, and resolution
• Maintain documented records of grievances and outcomes

The Grievance Redressal Policy shall be:

• Made accessible through official communication channels
• Available at all operational locations, where applicable
• Communicated to all employees to ensure uniform implementation

All staff members shall be appropriately trained and informed regarding complaint handling procedures to deliver the highest standard of customer service.

2. Causes of Customer Complaints

Customer grievances may arise due to various operational, communication, or service-related factors. The primary causes include:

• Unprofessional conduct, inappropriate behaviour, or inaccurate commitments made by customer-facing staff.
• Insufficient service arrangements, operational limitations, or gaps between expected service standards and actual service delivery.
• Differences in understanding, interpretation, or application of applicable provisions, internal policies, regulatory requirements, rules, or laws.

3. Internal Framework for Handling Customer Complaints and Grievances

MegoForex.com has established a structured internal mechanism to ensure prompt, transparent, and effective handling of customer complaints.

3.a Dedicated Customer Delight Desk

MegoForex.com operates a specialised Customer Delight Desk responsible for managing and resolving customer grievances received through multiple communication channels. Customers may submit complaints through the following platforms:

• Telephone: Call the Customer Delight Desk on +91 7717309363 during the support hours published in Section 11.
• WhatsApp Support: Message the same number on WhatsApp through the Help & Support panel on the official website.
• Email Support: Write to grievance@rbpfinivis.com, the designated grievance redressal mailbox managed by the Customer Delight Desk.
• Callback Request: Request a call back from the Customer Delight Desk using the callback form on the official website.

3.b Backend CRM and Order Management Systems

MegoForex.com utilises an integrated Order Management System (OMS) and Customer Relationship Management (CRM) system to efficiently handle customer complaints. These systems enable authorised staff to access details of ongoing, completed, or cancelled orders; track and manage support tickets; and maintain structured records of complaint resolution.

Customers may independently track their order status at any time using the self-service order tracking available in their account on the official website.

4. Mandatory Display Requirements

The Customer Grievance Redressal Policy shall be prominently displayed at all operational branches in a visible location accessible to customers.

The official website shall contain a direct link to this Grievance Redressal Policy from the Terms of Use and the site footer. The name and contact details of the designated Grievance & Nodal Officer are published in Section 11 below, and on the Terms and Compliance pages, for escalation purposes.

5. Resolution of Grievances

For walk-in customers at branch locations, the respective Branch Manager shall be responsible for addressing and resolving grievances in an efficient and professional manner.

If the grievance requires further review or escalation, it shall be referred to the Customer Delight Desk, which shall ensure the complaint is examined thoroughly, appropriate action is taken, and the best possible resolution is provided within reasonable timelines.

6. Complaint Handling & Customer Relationship Enhancement

MegoForex.com recognizes that structured complaint handling contributes significantly to long-term customer relationship enhancement and service improvement.

6.a Record of Each Complaint

All complaints, escalations, and customer inquiries shall be recorded by the Customer Delight Team in the designated CRM system as support tickets. The status of each support ticket shall be regularly updated until resolution. Records shall be maintained in a structured format, ensuring accessibility to the Head of the Customer Delight Desk for review and monitoring purposes.

At regular intervals, the Head of Customer Delight Desk shall present reports to the Core Committee, outlining:

• Nature of complaints
• Status and resolution timelines
• Key trends and recurring issues
• Recommendations for service or product improvements

Minimum Information to be Captured in Each Support Ticket

• Customer's name
• Date and time of complaint / escalation
• Customer's contact number and email ID
• Order reference number or vendor code
• Product or service involved
• Reason for complaint
• Current status of the complaint

6.b Timeframe for Resolution of Complaints

Every complaint must be evaluated carefully, as it may highlight potential weaknesses in internal processes or service delivery standards. Prompt handling and timely closure of complaints are a top priority at MegoForex.com.

The timelines above are our service targets. Where a complaint requires further investigation, third-party confirmation or vendor input, it shall in any event be resolved no later than 30 days from the date of receipt, with interim updates provided as set out in Section 7.

7. Acknowledgment / Interim Communication

All complaints shall be acknowledged promptly upon receipt. Customers shall be kept informed regarding the progress of their grievance within a reasonable timeframe. The Customer Delight Desk shall endeavour to resolve complaints within the timelines defined by the company.

It is essential that MegoForex.com clearly communicates its position and decision on any issue raised by the customer. If additional time is required for investigation or resolution beyond the prescribed timeframe, an interim communication shall be sent to the complainant, explaining:

• The reason for the delay
• The expected timeframe for resolution

8. Monitoring & Review Mechanism

The Head of the Customer Delight Desk shall prepare and submit a consolidated monthly report to the Core Committee detailing:

• Total number of complaints received
• Nature and category of grievances
• Current status of pending complaints
• Resolution timelines and performance metrics

This reporting mechanism ensures continuous oversight and enables senior management to evaluate service quality and implement corrective measures where necessary.

9. Staff Training & Sensitization

All staff members shall receive appropriate training in complaint handling and customer interaction. Given the nature of customer-facing financial services, differences in opinion and occasional friction may arise. Employees are expected to approach such situations with professionalism, empathy, patience, and a solution-oriented mindset.

Training programs shall include:

• Soft skills development
• Techniques for handling irate or agitated customers
• Communication and conflict resolution skills
• Customer service excellence practices
• Foundational principles of behavioral science

The objective is to foster confidence, trust, and long-term customer relationships.

The Head of the Customer Delight Desk shall be responsible for ensuring that the grievance redressal framework operates smoothly and efficiently across all operational levels.

10. Handling Complaints on Social Media

Complaints received through social media platforms or other digital channels shall be formally recorded in the Complaint Register. Such grievances shall be entered into the CRM system and assigned for resolution by the Customer Delight Desk. Customers shall be kept informed regarding status updates and final resolution through appropriate communication channels.

11. Contact Details for Lodging Complaints

12. Customer Data Protection

MegoForex.com places the highest priority on safeguarding customer information and ensuring strict confidentiality standards. The following measures are implemented:

• Customer Personally Identifiable Information (PII) is encrypted and/or hashed while stored.
• Access to sensitive customer data is granted strictly on a 'need-to-know' basis.
• Data export functionality containing PII is restricted and permitted only to authorised personnel with formal approval from the respective Department Head.
• PII is masked in internal systems and visible only when necessary for processing or resolving specific orders.
• All customer-uploaded documents are digitally watermarked to prevent misuse or unauthorized circulation.

All employees are required to strictly adhere to the organization's Information Security Policy and associated data protection guidelines at all times. Non-compliance may result in disciplinary action as per internal policies and applicable laws.

13. Policy Amendments / Modifications

MegoForex.com reserves the right to amend, revise, or modify this Policy, in whole or in part, at its discretion. Such changes may be made from time to time without prior notice. Updated versions of the Policy shall be made available through official communication channels, including the official website.