StarPe Financial Services Private Limited (“the Company”) operates in the digital payment ecosystem, offering innovative, secure, and user-friendly solutions for cashless and wallet-based transactions across India. Our mission is to empower every customer through dependable FinTech services, embracing transparency, accessibility, and prompt issue resolution.
StarPe operates under primary business division:
Digital Wallet and Payment Solutions
Issuance of semi-closed prepaid wallets, providing customers with a convenient cashless alternative for online and offline payments, bill settlements, and recharges. These services are governed by the Payment and Settlement Systems Act and the Reserve Bank of India (RBI) Directions for Prepaid Payment Instruments (PPI).
StarPe Financial Services believes that customer trust and satisfaction fuel long-term growth. The goal of this policy is to ensure every grievance or complaint received is recorded, reviewed, and resolved promptly through a transparent and efficient mechanism.
Section 1 – Definitions
- Company: StarPe Financial Services Private Limited, involved in prepaid payment instruments, payment gateway services, and frictionless digital transactions.
- Customer: The registered user of StarPe Wallet or any other service offered by the Company.
- Complainant: A customer lodging a grievance related to StarPe’s services.
- Grievance: Any expression of dissatisfaction by a customer regarding the quality, timeliness, or handling of a service, transaction, or inquiry.
- Redressal: The final resolution or closure of a grievance after proper investigation and corrective action.
- Query: A customer’s question seeking information or clarification about StarPe’s products or services.
- System Participant: Any partner, bank, merchant, or agent participating in StarPe’s payment ecosystem.
- System Provider: StarPe Financial Services, authorized to operate the StarPe digital wallet and payment system.
- Working Day: Any day excluding Sundays and official public holidays when StarPe’s corporate office is open.
Section 2 – Guiding Principles
StarPe Financial Services follows six key principles for effective grievance handling:
- Transparency: Clear communication about grievance channels, escalation hierarchy, and resolution timelines via official website and app.
- Accessibility: 24x7 availability of support via web chatbot, StarPe app, email, and call center.
- Escalation: Customers can escalate unresolved complaints through defined steps, detailed on the StarPe website.
- Customer Education: Continuous digital literacy initiatives to guide users on wallet usage, fraud prevention, and secure digital habits.
- Review & Monitoring: Periodic review by senior management and customer care committees to refine service quality.
- Empathy & Responsiveness: Each concern is treated with respect, confidentiality, and urgency.
Section 3 – Complaint Mechanism
Grievance Channels
- Customer Support Helpline: Available via toll-free number and in-app calling.
- Email: support@starpe.in
- Postal Communication: StarPe Financial Services Pvt. Ltd., Customer Relations Office.
- StarPe Mobile App: “Help & Support” section for direct queries or complaints.
- Official Website: www.starpe.in
Turnaround Time (TAT) for Resolution
| Category |
Response Time |
| Normal inquiries & issues | Within 2 working days |
| Fraud / Legal / Historical cases | Up to 15 working days |
| Third-party or partner involvement | Within 5 working days |
If a case requires additional time, the customer will be informed of the delay, reason, and expected resolution date.
Complaint Reference Number
Every complaint logged via any channel receives a unique StarPe Complaint Reference Number enabling tracking until resolution.
Escalation Matrix
- Escalate to Senior Grievance Officer via email or portal form.
- If unresolved within 30 days, the matter may be escalated to the RBI Ombudsman for Digital Payments.
Section 4 – Continuous Improvement
StarPe Financial Services is dedicated to enhancing its FinTech service quality, leveraging analytics, feedback, and AI-driven automation to identify root causes of customer pain points. Our grievance analytics system monitors trends to ensure non-recurrence and proactive customer care. StarPe will periodically publish data on grievance types, redressal percentages, and average resolution timelines as part of its Corporate Transparency Initiative.
Customer Care Center Timings
- 24x7 Availability: Customers can access StarPe’s support anytime through automated chatbots, in-app assistants, or online service interfaces.
- Human Support Hours: 8:00 a.m. to 12:00 midnight (16x7), except Republic Day and Independence Day.
- Omnichannel Access: Assistance available through App, website, helpline, and email support.
Customers’ Liability in Case of Fraud
- Negligence by Customer: If the loss occurs due to negligence by the customer (e.g., sharing OTP or wallet PIN), the customer shall bear the loss until the fraudulent activity is reported. Once reported, liability ceases immediately.
- System-related or Undefined Liability: If not attributable to the customer or StarPe and reported after four working days, liability will be limited to the transaction amount.
StarPe encourages immediate reporting of suspicious or unauthorized transactions via 24x7 helpline or in-app support.
StarPe Customer Grievance Redressal Committee
The Committee oversees user complaint resolution and ensures compliance with all applicable RBI operational frameworks, functioning transparently and fairly.
Composition:
- At least two members.
- One member nominated by StarPe Financial Services.
- One independent expert with legal and regulatory knowledge, with no direct or indirect interest in the Company.
Functions and Authority
- Complaint Review: Examine and monitor all complaints and escalation reports.
- Policy Implementation: Ensure compliance with RBI regulations for grievance redressal.
- Records and Oversight: Review communication logs and audit traces for case analysis.
- Service Simplification: Recommend simpler operating procedures to enhance efficiency.
- Regulatory Compliance: Assess processes for full RBI alignment.
- Industry Benchmarking: Compare grievance practices to FinTech industry standards.
- Advisory Role: Guide teams in handling unresolved or complex complaints.
The Committee conducts periodic reviews and submits reports to management to ensure systemic improvements and customer satisfaction.