Digitap Grievance Redressal Policy

Last updated: January 29, 2026

1. Overview

Digitap Technologies Private Limited ("Digitap" or "Company") is a technology service provider offering digital solutions to banks, NBFCs, insurance companies, and other regulated financial institutions, primarily enabling digital onboarding journeys, KYC verification, fraud detection, risk assessment, and related API-driven services.

Digitap believes in conducting its business in a fair, transparent, ethical, and compliant manner. Although Digitap does not directly provide regulated financial products to end customers, it recognizes the importance of having a robust grievance redressal mechanism for addressing complaints and concerns raised by its clients, partner institutions, end users (where applicable), and other stakeholders in relation to the services provided by the Company.

This Grievance Redressal Policy ("Policy") has been formulated to establish a structured framework for receiving, acknowledging, investigating, and resolving grievances in a timely and transparent manner, in line with applicable laws, contractual obligations, and regulatory expectations of authorities such as the Reserve Bank of India (RBI), NPCI, UIDAI, and other relevant regulators, as applicable through Digitap’s clients.

2. Purpose

The objectives of this Policy are to ensure that:

• Grievances are addressed in a fair, unbiased, and transparent manner.
• Complaints are acknowledged and resolved within defined timelines.
• Complainants are informed about the available channels and escalation mechanisms.
• Root causes of grievances are identified and corrective actions are implemented.
• Digitap maintains high standards of customer satisfaction, service quality, and regulatory compliance.

3. Scope

This Policy applies to grievances relating to:

• Digitap’s digital onboarding, KYC, verification, fraud, risk, and related technology services
• API availability, response accuracy, latency, or service disruptions
• Data-related concerns, including incorrect data, data mismatch, or processing issues
• Service support, operational issues, or contractual obligations
• Conduct of Digitap employees or authorized representatives

This Policy covers grievances raised by:

• Client institutions (banks, NBFCs, insurance companies, fintechs, etc.)
• Authorized representatives of clients
• End users, where grievances are attributable directly to Digitap’s services and routed via client institutions in accordance with contractual arrangements

4. Definition of Grievance

A grievance refers to any complaint, concern, dissatisfaction, or dispute arising due to:

• Deficiency or failure in service delivery
• Incorrect or delayed processing
• System or API-related issues
• Data accuracy or integrity concerns
• Breach of contractual or service-level commitments

5. Grievance Redressal Mechanism

Digitap has established a multi-level grievance redressal mechanism to ensure effective resolution.

5.1 Primary Level - Initial Complaint

Grievances may be raised with Digitap through the following channels during working hours (Monday to Friday, excluding public holidays):

• Email: [email protected] (or [email protected])
• Support Ticketing System: As provided under the client’s contract or dashboard
• Written Communication: Addressed to the Company’s registered office

The complainant is encouraged to provide complete details, including relevant transaction IDs, API reference numbers, dates, and supporting documents, to enable effective investigation.

5.2 Acknowledgement

• All grievances shall be acknowledged within 3 (three) working days of receipt.
• An acknowledgement shall include a reference/ticket number and contact details of the officer handling the grievance.
• Such acknowledgement shall not be construed as an admission of liability or fault on the part of Digitap.

5.3 Resolution Timeline

• Digitap shall endeavor to resolve grievances within 15 (fifteen) working days from the date of receipt.
• In cases requiring extended investigation or dependency on third-party information, the complainant shall be informed of the reasons for delay and expected timelines.

6. Escalation Matrix

Level 1: Customer Support
If the complainant is not satisfied with the response or resolution at the primary level, or if no response is received within the stipulated timeline, the grievance may be escalated to the Grievance Redressal Officer.

Level 2: Grievance Redressal Officer (GRO)
The GRO shall review the grievance independently and ensure fair resolution within 7 (seven) working days of escalation. The decision of the GRO shall be binding at the operational level, subject to further escalation as provided under this Policy.

Level 3: Senior Management / Compliance Head
If the grievance remains unresolved or the complainant is dissatisfied with the GRO’s response, the matter may be escalated to senior management or the Compliance Head for final review.

7. Regulatory Escalation

Digitap is a technology service provider and does not fall directly under the RBI Ombudsman framework. However, where grievances relate to regulated activities undertaken by Digitap’s client institutions, complainants may approach the respective client institution’s grievance redressal mechanism or applicable regulatory authorities, as advised by the client. Digitap does not entertain grievances directly from end users unless routed through the relevant client institution.

8. Responsibilities

• The Grievance Redressal Officer shall oversee the grievance handling process.
• The Operations and Compliance teams shall ensure adherence to timelines and service quality.
• Senior Management shall periodically review grievance trends and corrective actions.

9. Record Keeping and Monitoring

• All grievances and their resolutions shall be recorded and retained as per Digitap’s data retention and information security policies.
• Periodic analysis of grievances shall be conducted to identify systemic issues and improvement opportunities.

10. Confidentiality

All grievances shall be handled with strict confidentiality. Information shall be shared strictly on a need-to-know basis and in accordance with applicable data protection laws and contractual obligations.

11. Review and Amendments

This Policy shall be reviewed annually or earlier, if required, due to changes in laws, regulations, business operations, or contractual obligations. Any amendments shall be approved by the management/board of the Company.

12. Grievance Redressal Function

Digitap has established a Grievance Redressal Function within its Operations and Compliance framework to oversee the grievance redressal mechanism and ensure fair, transparent, and timely resolution of complaints.

The Grievance Redressal Function is responsible for:

• Reviewing and monitoring all grievances received by the Company
• Ensuring adherence to defined turnaround times
• Coordinating with internal teams and, where applicable, client institutions
• Implementing corrective and preventive actions

Grievance Redressal Officer
Name: Preeti Goyal
Contact Email: [email protected]
Registered Office Address:
Digitap.ai Enterprise Solutions Pvt. Ltd.
5th Floor, Novel MSR Building,
Subbaiah Reddy Colony, Marathahalli,
Bengaluru-560037, Karnataka, India

13. Escalation Matrix and Contact Details

Digitap follows a defined escalation mechanism to ensure effective grievance resolution:

The contact details and escalation matrix shall be made available on Digitap’s official website.

14. Website Disclosure

This Grievance Redressal Policy, including the grievance redressal mechanism, contact details of responsible officials, and escalation matrix, shall be prominently disclosed on the Company’s official website at www.digitap.ai as proof of the Company’s grievance redressal system.

15. Disclosure

This Grievance Redressal Policy shall be published on the official website of the Company at www.digitap.ai and shall serve as formal proof of Digitap’s grievance redressal system for clients, regulators, auditors, and other stakeholders.