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Customer Service and Complaint Policy

1. Purpose

This Customer Service and Complaint Policy outlines how Rizpay Digital Solutions ("Rizpay") delivers customer support and handles user complaints, disputes, and escalation. It ensures transparency, fairness, and accountability in line with applicable Nigerian regulations and internal service standards.

2. Scope

This policy applies to:

  • All users of Rizpay’s mobile app, web app, and platform services.
  • All forms of customer interactions including phone, WhatsApp, email, and in-app chat.

3. Customer Support Channels

Rizpay provides multiple channels for customer engagement and assistance:

Operating Hours:
Monday to Saturday, 9:00 AM – 6:00 PM WAT.
Emergency support for wallet and transaction failures is monitored 24/7.

4. Complaint Categories

Rizpay classifies complaints into the following categories:

  • Transaction Issues: Failed airtime/data/cable/electricity, incorrect debits, overcharges
  • Account Issues: Login problems, KYC or profile update issues
  • Fraud or Security: Unauthorized access, suspected fraud, phishing attempts
  • General Complaints: Referral issues, platform bugs, staff behavior

5. Complaint Resolution Process

Step 1: Submission

Complaints must be submitted through any of the official support channels listed above within 24 hours of the issue. Details such as transaction ID, date/time, screenshots, and account information must be provided.

Step 2: Acknowledgement

Complaints will be acknowledged within 2 business hours through email, WhatsApp, or in-app notification.

Step 3: Investigation

Complaints are logged and assigned based on priority. Investigation times vary:

  • Airtime/Data/Cable/Electricity: 2–6 hours
  • Wallet Funding Issues: Within 1 business day
  • Other Complaints: Within 3 business days

Step 4: Resolution & Communication

Upon resolution, users will be notified with full details. If the user is eligible for a refund, it will be processed in line with the Refund Policy.

6. Escalation Policy

If dissatisfied with a resolution:

  • Send a formal escalation to [email protected] with the complaint reference ID and any new evidence.
  • A senior officer will review and respond within 48 business hours.

7. Appeals Process

Unresolved or rejected complaints may be appealed within 7 days. Appeals are reviewed independently and a decision is issued within 5 business days.

8. Record-Keeping & Reporting

  • Complaint records are retained for 2 years.
  • Internal audits are done quarterly to assess performance and prevent systemic failures.

9. Regulatory Compliance

This policy complies with:

  • CBN Consumer Protection Framework
  • NDPR Data Handling Guidelines for personal data in complaints
  • Applicable dispute resolution guidelines for payment platforms

10. Continuous Improvement

Rizpay is committed to continuous improvement via:

  • Support staff training
  • Platform updates (e.g., chatbots, smarter error handling)
  • Customer feedback loops

11. User Responsibilities

  • Submit accurate complaint details
  • Avoid abuse of the complaints system
  • Report suspicious or fraudulent activity immediately