Pointo / P2G Mobilty Tech Pvt. Ltd. ("Pointo" is the "Company") is committed to maintaining a fair, transparent, prompt, and effective mechanism for addressing customer grievances arising out of the sale, lease, servicing coordination, warranty facilitation, and financing facilitation of lithium-ion batteries and related products and services. This Policy is intended to ensure that every customer complaint received by the Company through its mobile application, website, dealer network, service channels, customer support channels, or any other authorized interface is recorded, assessed,escalated to the appropriate responsible entity, and resolved in a time-bound and accountable manner,to the extent of the Company’s contractual and operational role.
This Policy is framed having regard to the Company’s business model and the applicable legal and regulatory framework, including the Consumer Protection Act, 2019, which establishes the statutory consumer dispute redressal framework and recognizes product liability concepts in relation to manufacturers, sellers, and service providers, and the Reserve Bank of India’s digital lending framework, under which grievance redressal responsibility ultimately continues to remain with the regulated entity even where a lending service provider or digital interface is used.
Objective
The objective of this Policy is to establish a structured and auditable grievance redressal process for complaints relating to battery performance, technical defects, warranty claims, installation issues, after-sales service coordination, dealer conduct, battery replacement or repair requests, financing support interactions, EMI-related concerns, and customer service deficiencies.This Privacy Policy forms an integral part of the Terms of Use of the Website/Mobile App.
This Policy also seeks to clearly distinguish the respective roles of Pointo, the original equipment manufacturer ("OEM"), the dealer or authorized service partner, and the relevant non-banking financial company or other regulated lender ("NBFC" / "Regulated Entity") so that each complaint is routed to the correct entity for substantive resolution without prejudice to any rights available to the customer under applicable law.
Scope and Applicability
This Policy applies to all customers who purchase, lease, subscribe to, finance, or otherwise use batteries and related products or services through Pointo, whether directly or through authorized dealers, channel partners, digital platforms, or associated field operations. It covers complaints received from prospective customers, existing customers, co-borrowers where relevant, and authorized representatives acting on behalf of customers, subject to appropriate verification.
This Policy applies to grievances arising in connection with: (a) battery sale transactions; (b) battery lease transactions; (c) battery installation and commissioning support; (d) battery malfunction, failure, or reduced performance complaints; (e) warranty facilitation; (f) repair and replacement coordination; (g) dealer or service partner conduct; (h) payment support and repayment communication where financing is provided by an NBFC or other regulated lender; and (i) complaint handling or coordination deficiencies attributable to Pointo.
Pointo may, depending on the transaction structure, act as a seller of batteries, a lessor or leasing intermediary, a platform operator, a service coordinator, a customer interface, and/or a lending service provider or operational facilitator in relation to financing extended by an NBFC or other regulated lender. Pointo may also assist in customer sourcing, documentation support, communication, payment collection support, complaint routing, and post-sale or post-disbursal coordination, subject to the terms of its agreements with the customer and the relevant commercial counterparties.
Pointo is not the manufacturer of the battery unless expressly stated in writing for a specific product, and the underlying anufacturing, design, technical quality, and warranty obligations in relation to the battery ordinarily vest in the OEM to the extent set out in the applicable OEM warranty and commercial agreements. Nevertheless, this Policy does not seek to exclude any non-waivable rights available to customers under applicable law, and Pointo’s role, obligations, and potential responsibility shall be determined in ccordance with the customer-facing contract, applicable law, and the facts of the individual case.
In relation to finance-linked transactions, Pointo does not act as the lender unless expressly documented otherwise. Where financing is extended by an NBFC or other regulated entity, the lending decision, sanction, pricing, loan account management, and regulated grievance responsibility shall remain with such regulated entity, although Pointo may receive and route complaints or provide customer interface support in accordance with the applicable digital lending and outsourcing framework.
The grievance redressal mechanism of the Company shall be governed by the principles of accessibility, fairness, transparency, timeliness, accountability, proper documentation, and customer dignity. Every complaint shall be handled in a professional manner and without discrimination, retaliation, or avoidable procedural complexity.
The Company shall endeavor to ensure that: (a) customers have access to clear complaint channels; (b) every complaint is assigned a unique complaint reference number or ticket ID; (c) complaints are classified promptly and accurately; (d) matters requiring OEM, dealer, service partner, or NBFC intervention are escalated without undue delay; and (e) closure is supported by an auditable record.
For operational purposes, customer grievances may be classified into one or more of the following categories.
Product-related grievances shall include complaints relating to battery not working, malfunction, sudden failure, reduced backup, charging issues, error indications, performance degradation, overheating, swelling, smoke, abnormal behavior, or any other technical or safety-related complaint concerning the battery. Such complaints shall ordinarily require technical assessment by the OEM or its authorized service partner, subject to the terms of the applicable warranty and service arrangement.
Installation and service-related grievances shall include complaints relating to improper installation, delayed installation, poor workmanship, delayed technician visit, unsatisfactory service quality, failure to attend service requests, inadequate communication, failure to complete repair, or misconduct by a service technician, dealer representative, or authorized field personnel.
Warranty and replacement-related grievances shall include complaints relating to non-honoring of warranty, delayed warranty determination, refusal to inspect, disagreement regarding repair versus replacement, delay in replacement of battery during early failure, or lack of clarity on warranty scope. Subject to the applicable warranty terms, replacement during an early failure period such as the first six months may be considered where the defect is validated by the OEM, and thereafter repair, part replacement, or such other corrective action may be undertaken as per the OEM’s warranty protocol.
Finance and EMI-related grievances shall include complaints relating to repayment schedules, EMI mismatch, incorrect allocation of payment, statement discrepancies, foreclosure or closure information, overdue communications, field collection conduct, digital interface issues related to loan servicing, or any complaint connected with an NBFC-financed transaction. In such cases, the regulated lender shall remain the final authority for lending-related adjudication and grievance resolution, although Pointo may act as a receiving, coordinating, or collection-support interface
Platform and coordination-related grievances shall include complaints relating to failure to log complaints, delayed updates, poor communication, unresolved escalations, dealer misconduct reported to Pointo, lack of complaint status visibility, digital support deficiencies, or any other service shortcoming attributable to Pointo’s own complaint-handling or coordination processes.
Customers may register grievances with Pointo through any officially designated customer support channel, including the mobile application, website, customer support helpline, designated email address, authorized dealer network, service desk, or any other mode notified by the Company from time to time. Where a digital lending journey is involved, the complaint facility may also be made available through the digital interface in accordance with the applicable RBI grievance redress framework
Every complaint received by the Company shall, to the extent practicable, be recorded with a unique complaint number, date and time stamp, customer details, transaction details, battery details, dealer or location details, nature of grievance, category of complaint, supporting material received, and the name or identifier of the officer, team, dealer, or system through which the complaint was logged.
A complaint received through a dealer or field representative shall not be ignored or treated as informal merely because it was not first submitted directly through the Company’s central support channel. The dealer or field representative shall be required to transmit the complaint to the Company’s complaint logging system within the internal reporting timeline prescribed by the Company.
To facilitate effective assessment and resolution, the customer may be requested to provide such information and documents as may reasonably be necessary, including name, registered mobile number, invoice or lease reference number, loan or application reference where relevant, battery serial number, vehicle details where relevant, date of purchase or lease, description of the issue, screenshots, photographs, videos, proof of payment, and copies of prior correspondence.
However, no grievance shall be rejected solely on technical or procedural grounds at the threshold where the substance of the complaint is understandable and sufficient basic information is available to begin processing. The Company may seek additional clarifications during the course of resolution if required
Upon receipt of a complaint, Pointo shall acknowledge the complaint within the timeline prescribed under this Policy and conduct an initial assessment to determine the nature of the issue, whether the complaint falls within Pointo’s direct control or requires intervention by the OEM, dealer, service partner, or NBFC, and whether the matter requires urgent safety escalation.
Where the complaint concerns an alleged battery defect, early failure, technical malfunction, charging issue, thermal event, or other product issue, the complaint shall be forwarded or assigned to the OEM or authorized service partner for inspection, diagnosis, and technical action in accordance with the OEM warranty and service arrangement. Pointo may monitor the progress of such complaint, coordinate with the service channel, and communicate updates to the customer, but the technical finding on defect validation and warranty eligibility shall ordinarily be made by the OEM or authorized technical personnel unless otherwise contractually agreed.
Where the complaint concerns installation or field service, the Company may assign the matter to the relevant dealer, technician, regional service team, or authorized service partner, while monitoring compliance with the applicable turnaround commitments.
Where the complaint concerns financing, EMI servicing, repayment support, collection conduct, or regulated loan servicing, Pointo may acknowledge and route the complaint to the relevant NBFC or regulated entity and simultaneously coordinate any matter falling within Pointo’s own operational role. The Company shall ensure that the borrower is informed of the relevant lender grievance details where required.
To facilitate effective assessment and resolution, the customer may be requested to provide such information and documents as may reasonably be necessary, including name, registered mobile number, invoice or lease reference number, loan or application reference where relevant, battery serial number, vehicle details where relevant, date of purchase or lease, description of the issue, screenshots, photographs, videos, proof of payment, and copies of prior correspondence.
Acknowledgment of complaint: within [24 hours / next working day] from receipt. Initial classification and assessment: within [48 hours] from complaint logging.
Routing or assignment to OEM / service partner / dealer / NBFC: within [48 hours] from classification, where applicable.
Standard complaint resolution: within [3 to 7 working days] from registration, subject to the nature of the issue.
Urgent safety complaint escalation: immediate internal escalation and first response within [24 hours or earlier].
Finance grievance routing to NBFC: within [1 to 2 working days] from registration, where applicable.
Where the OEM, dealer, service partner, or NBFC is the substantive resolving authority, the above timelines shall be treated as Pointo’s coordination timelines and not as an absolute guarantee of final closure by a third party. Nevertheless, Pointo shall use commercially reasonable efforts to monitor and pursue closure within the service levels contractually available to it, including any 48-hour service attendance commitment agreed with the OEM or service partner.
All batteries sold or leased through Pointo shall be subject to the applicable customer contract and OEM-backed warranty terms, including any notified warranty period, such as a period of up to three years where so provided in the relevant product and OEM documentation. Pointo may facilitate the warranty process, complaint registration, coordination, escalation, follow-up, collection of documents, and communication of outcomes to the customer.
Where a battery is found to have failed within an early failure period recognized by the applicable commercial arrangement or warranty protocol, including for example a period of six months from delivery or activation, the matter may be processed for replacement subject to technical validation, warranty confirmation, and exclusion review by the OEM or authorized service agency. Complaints arising thereafter may ordinarily be addressed through repair, servicing, component replacement, or such other corrective action as provided under the OEM warranty terms, unless replacement is otherwise warranted under the applicable documents or law.
Pointo shall not be obligated to independently certify technical defects in the battery where such determination falls within the OEM’s technical domain. However, Pointo shall remain responsible for proper logging, routing, coordination, follow-up, and communication in relation to complaints received by it.
Any complaint involving overheating, swelling, smoke, fire, leakage, explosion risk, melting, unusual odor, sparking, or any other event indicating a possible safety hazard shall be treated as a critical complaint and escalated on priority. The Company may issue immediate precautionary instructions, including temporary discontinuation of use, isolation of the battery, or avoidance of charging or movement, pending technical examination, where such precaution is reasonably necessary for safety.
Such incidents shall be documented separately for technical review, insurance review where relevant, OEM escalation, and internal risk tracking. The Company may also require preservation of the product or site condition, photographs, inspection access, and incident details before the product is moved, repaired, or altered, insofar as reasonably practicable.
Where a battery transaction is financed by an NBFC or other regulated lender, customers may raise finance-related complaints either with Pointo, where Pointo acts as a borrower interface, collection-support entity, or lending service provider, or directly with the concerned regulated lender. Such complaints may include issues relating to EMI schedule, statement mismatch, repayment reflection, collection communication, closure amount, foreclosure information, digital loan records, and borrower support interactions.
The Company shall ensure that the name and contact details of the relevant lender’s grievance redressal officer or nodal officer, and where applicable the grievance officer details required to be displayed on the website, digital lending application, and Key Fact Statement, are available to the customer in accordance with the applicable RBI framework. The facility for lodging complaints through the digital interface and website should also be maintained wherever required.
It is clarified that Pointo is not the lender in such cases and shall not be the final authority on loan sanction, interest rate, underwriting, disbursal decision, penal charges, repayment policy, credit bureau reporting, or regulated grievance adjudication, except to the extent of its own conduct or commitments. Responsibility for grievance redressal in relation to the digital lending transaction ultimately remains with the regulated entity under the RBI framework.
Conduct Standards for Dealers, Service Partners, and Collection Personnel
No dealer, employee, service partner, technician, recovery-support person, or other representative associated with Pointo shall misrepresent the features of the battery, the nature of the warranty, replacement entitlement, lease terms, finance terms, collection consequences, or the role of Pointo, the OEM, or the NBFC. No representative shall suppress material information, fabricate complaint closure, refuse to log a complaint, or provide assurances contrary to the governing documents.
Where any grievance pertains to rude behavior, coercive communication, harassment, misleading statements, unauthorized charges, falsification of service records, or misuse of authority by any dealer or representative, the matter shall be treated as a conduct complaint and may result in disciplinary, contractual, training, de-empanelment, reporting, or corrective action, depending upon the severity and findings.
Escalation Matrix
If a complaint is not resolved at the first level, the customer may escalate the matter through the following levels, subject to the nature of the complaint and the responsible entity:
Please refer Annexure A for more Details:
Limitation of Role and Responsibility
Pointo’s role in relation to battery-related grievances shall, in many cases, be limited to sale, lease, customer interface, service coordination, warranty facilitation, complaint monitoring, and communication support, while the underlying technical responsibility for manufacturing defects, inherent design issues, quality failures, and OEM warranty performance shall ordinarily vest in the relevant OEM or authorized technical service entity, subject to applicable contracts and law.
However, nothing in this Policy shall be construed as an absolute exclusion of responsibility where liability arises from Pointo’s own acts, omissions, representations, contractual undertakings, deficient services, or any responsibility otherwise attributable to it under applicable law. This Policy is intended to allocate complaint ownership operationally and contractually without overriding non-excludable legal rights or remedies.
Accordingly, Pointo’s standard liability-positioning statement may be read as follows:
“Subject to applicable law, Pointo shall be responsible only for those obligations expressly undertaken by it in writing or otherwise arising from its own acts, omissions, representations, or service deficiencies. Manufacturing defects, inherent technical faults, product design issues, and OEM warranty obligations shall, to the fullest extent permissible under applicable law and the relevant contractual arrangement, remain the responsibility of the concerned OEM/manufacturer or authorized technical service entity. In finance-linked transactions, Pointo shall act only in such role as is contractually and operationally assigned to it, and regulated lending responsibilities shall remain with the concerned regulated lender.”
Exceptions, Misuse, and Invalid Claims
Without prejudice to applicable law and the terms of the relevant warranty or transaction documents, repair, replacement, or warranty claims may be denied, limited, or redirected where the issue arises from misuse, unauthorized modification, tampering, accidental damage, use of non-approved charging infrastructure, physical abuse, improper storage, water ingress where excluded, non-compliant installation by an unauthorized person, serial number tampering, or any other clearly documented exclusion under the applicable product or service terms.
Any such denial, limitation, or redirection should be supported by recorded reasons and, where relevant, a technical report, inspection note, service report, or OEM finding so that the Company’s position remains auditable and capable of scrutiny. Accordingly, Pointo’s standard liability-positioning statement may be read as follows:
Record Retention, Monitoring, and Audit
The Company shall maintain complete and auditable records of customer grievances, including complaint logs, ticket IDs, correspondence, escalation notes, technical reports, closure records, and customer communications, for a minimum period of [three years] from closure or for such longer duration as may be required by applicable law, litigation hold, contract, insurance, regulatory expectation, or internal policy.
The grievance data may be periodically reviewed by the Company for the purpose of identifying recurring defects, dealer-level patterns, service quality concerns, training gaps, process bottlenecks, finance support issues, and customer experience improvement opportunities. Such review may form part of the Company’s internal audit, compliance review, operational governance, or risk management process.
Regulatory and Contractual Alignment
This Policy shall be read in conjunction with the customer invoice, lease documents, financing documents, Key Fact Statement where applicable, warranty terms, OEM agreements, dealer agreements, service partner arrangements, privacy notices, digital platform terms, and such other transaction documents as may apply. In case of inconsistency, mandatory legal and regulatory requirements and the specific approved contractual documents shall prevail.
This Policy may be modified from time to time to align with changes in law, RBI directions, consumer protection requirements, commercial structure, product architecture, OEM arrangements, or internal governance decisions.
Review and Amendment
This Policy shall be reviewed periodically, and at least once every [12 months], by the Company’s [Legal / Compliance / Customer Experience / Operations] function or such other authority as may be designated. Any amendment, restatement, or replacement of this Policy shall take effect from the date approved by the competent authority of the Company unless otherwise specified.
Annexure Placeholders
The following schedules or annexures may be attached to this Policy for operational implementation:
Annexure A: Contact details of Grievance Redressal Officer, nodal officers, and escalation officials.
grievance-redressal-policy
Lable | Name | Designation | Office Address | Phone | |
|---|---|---|---|---|---|
Grievance Redressal Officer | Pratimendra Bagui | CPO | Pointo R&D Centre,P.S. Raharah, Ruiya Main Rd, Madhya Para, P.O, Patulia, Barrackpore, West Bengal 700119 | 98749 82596 | |
Nodal Officer | Sarthak Nigam | Operation - Program Manager | Pointo R&D Centre,P.S. Raharah, Ruiya Main Rd, Madhya Para, P.O, Patulia, Barrackpore, West Bengal 700119 | 8448405880 | |
Escalation/Appellate Officer -2 | Subroto Roy | Manager- Operations | Pointo R&D Centre,P.S. Raharah, Ruiya Main Rd, Madhya Para, P.O, Patulia, Barrackpore, West Bengal 700119 | 7890329569 | |
Escalation/Appellate Officer -1 | Jayanta Sarkar | Manager - Service | Pointo R&D Centre,P.S. Raharah, Ruiya Main Rd, Madhya Para, P.O, Patulia, Barrackpore, West Bengal 700119 | 9350341273 |