Legal

Grievance redressal policy

Three levels, each with a named owner and a published resolution target — and where to take it if we still have not got it right.

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Last updated: 8 October 2026Officer: Monesh Sharma

01 Who this is for

This policy applies to anyone holding a ShantiPe account — retailer, distributor, master distributor or state head — and to customers served at a ShantiPe counter (see section 8).

Use it for a transaction that has not been resolved, a settlement or commission dispute, conduct by someone else in the network, or a complaint about how we handled your data.

Work through the levels in order. An escalation sent before the level below has had its stated time is routed back down, which only costs you days.

02 Level 1 — Customer support

Start here. Almost everything is resolved at this level.

  • How: raise a support ticket inside the portal, or email info@dotmik.com. Mobile and WhatsApp support: +91 93558 80074.
  • Why in-portal is better: the ticket carries the transaction reference, your tier and the service automatically, so nobody has to ask you for them.
  • Resolution target: 3 to 4 working days from receipt of complete details, subject to operational verification and any dependency on a bank, biller or other third-party system.

We may ask for additional clarification or supporting documents where they are needed to examine the grievance properly.

03 Level 2 — Grievance Officer

Escalate here if Level 1 has not resolved it, or you are not satisfied with the response from customer support.

  • Officer: Monesh Sharma, Grievance Officer
  • Email: monesh@dotmik.com — put your Level 1 ticket reference in the subject line.
  • Resolution target: 7 to 15 working days from receipt of the escalation, depending on the nature and complexity of the grievance.

The Grievance Officer reviews the case independently of the agent who handled it, and may examine operational records, transaction history, communications, technical logs and account activity in order to assess it properly.

04 Level 3 — Escalation authority

The final internal stage, where a grievance remains unresolved after the Grievance Officer’s review or you are dissatisfied with the outcome at Level 2.

  • Authority: Karan Arora, Escalation Authority
  • Email: karan@dotmik.com
  • Phone: +91 93558 80074 (Monday to Saturday, 10:00 – 19:00 IST)
  • Post: DotMik Software Private Limited, Plot No. 165, Prem Nagar, Blk-G, PP-354, Najafgarh, South West Delhi, New Delhi, Delhi, India, 110043

The escalation authority may undertake a detailed review covering transaction and operational records, technical and system-generated logs, account activity, prior support interactions, and compliance or verification records. Its decision is our final internal position and is given to you in writing.

05 Beyond us

If your complaint remains unresolved after the escalation authority’s review, or you are not satisfied with the final decision, you may take it further:

  • The bank or biller involved — for a disputed transaction, their own grievance channel is often the faster route, since they hold the ledger. We will give you the reference you need.
  • The Reserve Bank of India’s Integrated Ombudsman Scheme — for complaints against a regulated bank or payment system participant, where the entity’s own process has been exhausted.
  • The NPCI dispute process — for UPI and AEPS transactions, usually initiated through the customer’s own bank.
  • Consumer forums or courts of competent jurisdiction.

We will co-operate with any of these and supply the transaction records they ask for.

06 What to include

A complaint with these details moves considerably faster:

  1. Your ShantiPe user ID and registered mobile number.
  2. The transaction reference or RRN shown on the record in Reports.
  3. Date, time, amount and service.
  4. The customer’s account, consumer or mobile number, as applicable.
  5. Any reference the customer’s bank or the biller has given them.
  6. Your earlier ticket reference, if you are escalating.
  7. What outcome you are asking for.

Never include full Aadhaar numbers, card numbers, CVV, PINs, passwords or OTPs in a complaint. We will never ask you for them, and anyone who does is attempting fraud.

07 Timelines at a glance

LevelWho handles itResolution target
Level 1 — Customer supportSupport team3 to 4 working days
Level 2 — Grievance OfficerMonesh Sharma7 to 15 working days
Level 3 — Escalation authorityKaran AroraFinal internal review

Where resolution depends on a bank, biller or travel operator, their timeline governs. We will tell you what it is and keep the ticket open until it closes, rather than closing it as “with the partner”.

08 End customers

If you are a customer who transacted at a ShantiPe counter:

  • Go back to the retailer first. They hold the transaction record and can raise a ticket with the reference attached.
  • If that does not work, email monesh@dotmik.com with the date, amount, the shop’s name and location, and the receipt if you kept it.
  • For a debit from your own bank account, also raise it with your bank — they can trace it from their side and are bound by their own ombudsman timelines.
  • The same levels and timelines in this policy apply to you.

09 Contact

DotMik Software Private Limited
Plot No. 165, Prem Nagar, Blk-G, PP-354, Najafgarh, South West Delhi, New Delhi, Delhi, India, 110043
CIN U62091DL2024PTC428732

Support: info@dotmik.com
Grievance Officer: Monesh Sharma — monesh@dotmik.com
Escalation authority: Karan Arora — karan@dotmik.com
Phone: +91 93558 80074 (Monday to Saturday, 10:00 – 19:00 IST)