Grievance policy

Our Clients, Consumers and Merchants can reach us via: CLICK

Mode	Stakeholders	Details	Operating Hours
Phone	Consumer	1800 267 3030 / 1800 103 3030	We are operational 247365
	Merchant
	Client
E-mail	Consumer	Consumer@india.sodexo.com
	Merchant	Partner@india.sodexo.com
	Client	Client@india.sodexo.com
Courier	Consumer, Merchant and Client	Sodexo SVC India Pvt. Ltd. 503 & 504, 5th Floor, B Wing, Hiranandani Fulcrum, Sahar Road Andheri East, Mumbai 400 099

In case of any unresolved grievance pending 20 days reach out to Nodal Officer, Jerry Anthony, at Head.Customerservice.IN@sodexo.com

Certain queries/complaints where there are dependencies on external parties for a resolution, warrant a higher TAT towards resolution. [An indicative example: disputed POS transactions – reversal request raised to acquirer through network]
Any complaints through any channel other than received directly into the software must be manually entered in the software by the Customer Service Officer. All emails will be auto-acknowledged by the software where the reply will directly go to the email ID from which the compliant is received. In other cases, the acknowledgment can be sent to an email ID, if provided in the complaint, or printed and sent manually to the complainant.
All complaints will be registered in a central complaints management system of SSVC. Complaints will be assigned a unique reference number which will be communicated to the complainant. In case the resolution needs additional time, an interim response shall be sent to the complainant. All the complaints received in India must be lodged in customer management system and assigned to respective groups for resolution. Please see below for the TAT (Turnaround time) chart for customer grievance resolution
All Sodexo Cardholders are advised to notify us of any unauthorized electronic payment transaction at the earliest. They shall note that the longer the time taken to notify us, the higher could be the risk of loss to the cardholder.

Please see below for the TAT (Turnaround time) chart for customer grievance resolution

Query/Complaint/Classification	Turn Around Time	Remarks
Order Related/Digital Solutions	2 – 4 Working days	Queries/Complaints pertaining to technical/processing/ servicing issues faced for order processing, activating cards
Transaction Related	15 – 25 Working days	Unsuccessful POS transactions
	1 -2 Working days	Drop in network
	7 – 10 Working days	Cases of chargeback when transaction is not successful
Deliverables	3 – 7 Working days	Queries / Complaints pertaining to dispatch status of various deliverables – card, voucher, envelope, pick up from affiliates
Accounts Related	4 – 7 Working days	Queries/Complaints from client
Pricing	15 – 20 Working days	Overcharging, reduction in charges, card cancellation charges, other etc.

Cardholder liability arising out of an unauthorised payment transaction will be limited to:

Serial No:	Particulars	Maximum Consumer Liability
1	Contributory fraud / negligence / deficiency on the part of the Sodexo, irrespective of whether or not the transaction is reported by the Cardholder	Zero
2	Third party breach where the deficiency lies neither with Sodexo nor with the Cardholder but lies elsewhere in the system, and the Cardholder notifies Sodexo regarding the unauthorised payment transaction. The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the Cardholder from Sodexo and the reporting of unauthorised transaction by the Cardholder to Sodexo
	a.Within three days#	Zero
	b.Beyond three days#	Transaction value or ₹10,000/- per transaction, whichever is lower
3	In cases where the loss is due to negligence by the Cardholder, such as where he / she has shared the payment credentials, the Cardholder will bear the entire loss until he / she reports the unauthorised transaction to Sodexo. Any loss occurring after the reporting of the unauthorised transaction shall be borne by Sodexo.
4	Sodexo may also, at their discretion, decide to waive off any Cardholder liability in case of unauthorised electronic payment transactions even in cases of Cardholder negligence.

Sodexo