CocoNet is committed to resolving user concerns promptly and transparently. This Grievance Redressal Mechanism outlines how users can report issues and how we handle them.
📌 1. Scope of Grievances
Users may raise grievances related to:
- Account access or profile issues
- Payment failures or transaction errors
- Refund or cancellation disputes
- Misuse of platform features
- Privacy or data protection concerns
- Content violations or abuse reports
📞 2. How to Raise a Complaint
To submit a grievance, please email us with:
- Your registered email ID
- A brief description of the issue
- Relevant screenshots or transaction details (if applicable)
👤 3. Grievance Officer Details
- Name: Pankaj Jain
- Designation: Grievance Officer – CocoNet
- Response Time: Within 7 working days
- Resolution Time: Typically within 15 working days
5. Legal Compliance
This mechanism complies with:
- RBI’s Digital Payment Security Guidelines
- IT Act, 2000 and related rules on grievance handling
- Consumer Protection Act, 2019
🔄 6. Updates to This Mechanism
We may revise this process from time to time. All updates will be posted here, and major changes will be communicated via email or in-app alerts.