Level 1 — Customer support
Start by writing to support@goldplus.ai or using in-app chat. We acknowledge every complaint within 24 hours and aim to resolve within 7 working days.
Level 2 — Nodal officer
If your complaint isn't resolved at Level 1 within 7 working days, or if you're not satisfied with the resolution, escalate to our Nodal Officer:
- Name: Ms. Riya Sharma
- Email: nodal@goldplus.ai
- Response time: 5 working days
Level 3 — Grievance officer
For unresolved complaints, you can write to our Grievance Officer designated under the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020:
- Name: Mr. Arjun Mehta
- Email: grievance@goldplus.ai
- Address: GoldPlus Technologies Pvt. Ltd., Bengaluru, Karnataka, India
- Response time: 7 working days; full resolution within 30 days
Level 4 — Regulatory ombudsman
If your complaint remains unresolved after 30 days, you may approach the relevant regulator:
- For card or payment issues — RBI Ombudsman Scheme via cms.rbi.org.in.
- For consumer protection issues — National Consumer Helpline at consumerhelpline.gov.in or 1915.
What to include in your complaint
- Your registered mobile number and email.
- Transaction reference or order ID (if applicable).
- A clear description of the issue and the resolution you're seeking.
- Any supporting screenshots or documents.