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tmpoint.com (Easypay Online S/B - 1110332-M) strongly believes in a
sincere and transparent approach to its users. You trust and love us and we
would never put growth before trust. This policy document aims at minimizing
instances of customer complaints, grievances and disappointments via channelized
approach, review and redressal. The self-review will be of help in identifying
shortcomings in the product features and service delivery. If you’re
disappointed, then at some point in time we’ve not done a great enough job.
tmpoint.com’s policy on grievance redressal follows the under noted principles.
We understand that customer
grievances can happen due to multiple reasons. It can be because of the gap
between the promised service levels and the service levels actually offered.
Since we are dealing with humans, a lot of grievances can arise due to the
attitudinal and the way communication gets done. It can also happen due to the
actual errors across the system. Users have complete authority to file a
complaint/ share feedback if they are disappointed by services rendered by
tmpoint.com. They can give their complaint/ feedback in writing, email, or on
tmpoint.com. If user’s dilemma is not resolved within the given time or if they
are not satisfied with the solution provided by tmpoint, they can approach our
tiered redressal system with their complaint or other legal avenues available
for grievance redressal. In order to make tmpoint redressal channels more
meaningful and effective, a structured system has been put in place. This
system will ensure that the complaints are redressed seamlessly and well within
the stipulated timeframe.
Awareness of Grievance Redressal System
At tmpoint.com, the users’
experience is what we deliberate and focus on. This is why we listen and take
the time to know our users and take their concerns seriously. Going skin-deep
to analyse and scrutinize, how you would feel from the time you step-in to
tmpoint.com till the time you’re done, helps us evolve and enhance our
services. If a user has found our experience simple and incredible we know we
are doing something worthy. However, when a user is concerned or has complaints
we do everything we can to fix it and make it right.
Sensitizing staff on handling complaints
Our staff undergoes regular training
to ensure that consumers queries and grievances are handled properly. They are
encouraged to work in a manner which helps us in building the consumer trust
and confidence. This reflects in both the operations as well as the customer
communications. Top reasons behind the consumer queries are analysed and worked
upon in a way which aims at removal of these reasons from the root. This helps
in improving the overall quality of the service levels gradually.
How to reach tmpoint.com
a) For tmpoint.com
e-Wallet Related Issues
You can go to tmpoint.com/care/ticket,
select payments/tmpoint.com wallet followed by the particular wallet
transaction where you are facing the issue to submit your query. You can also
call us or whatsApp us on our hotline number: 013 477 7777 to help resolve your
If you are not
satisfied with Level 1 resolution, please email to email@example.com
If you are not
satisfied with Level 2 escalation, please write to: Grievance Officer*, 3338
Jalan Perniagaan, Pusat Perniagaan Alma, 14000 Bukit Mertajam, Penang
Or Click here to escalate to Grievance Officer.
when level wise escalation is followed.
b) For other
queries related to tmpoint.com
You can go
to tmpoint.com/care/ticket and select the vertical where you are
facing the facing the issue. Post vertical selection, please select an order to
submit your query. You can also call us or WhatsApp us on our hotline number: 013 477 7777 to help resolve
If the resolution
you received does not meet your expectations, please click here to
escalate your concern to the Service Head*.
If you are still
not satisfied, please write to: Grievance Officer*, 3338 Jalan Perniagaan,
Pusat Perniagaan Alma, 14000 Bukit Mertajam, Penang Or Click here to
escalate to Grievance Officer.
We recommend that customer sends
us a query/grievance by logging in his tmpoint.com account and using the ‘Help
and Support’ section. It is also recommended that the customer writes his
complaint reference number provided by our customer care team in all further
communication with us regarding a particular issue. This enables us to get more
details about the customer and the query quickly and helps to resolve the query
Estimated time taken to address your queries,
Suitable timelines have been set
for every complaint depending upon the investigations which would be involved
in resolving the same. Here are the estimated timelines at various levels of
are requested to raise the concern to next level only if they do not get a
resolution within the time frame mentioned above. This will help us in
resolving your concern in a smoother way.