Our Clients, Consumers and Merchants can reach us via:

Mode Stakeholders Details Operating Hours
Phone Consumer 1800 267 3030 / 1800 103 3030 We are operational 24*7*365
Merchant
Client
E-mail Consumer Consumer@india.sodexo.com
Merchant Partner@india.sodexo.com
Client Client@india.sodexo.com
Courier Consumer, Merchant and Client Sodexo SVC India Pvt. Ltd.
503 & 504, 5th Floor, B Wing,
Hiranandani Fulcrum, Sahar Road
Andheri East, Mumbai 400 099

In case of any unresolved grievance pending 20 days reach out to Nodal Officer, Jerry Anthony, at Head.Customerservice.IN@sodexo.com

Recording & Tracking of complaints

  • Certain queries/complaints where there are dependencies on external parties for a resolution, warrant a higher TAT towards resolution. [An indicative example: disputed POS transactions – reversal request raised to acquirer through network]
  • Any complaints through any channel other than received directly into the software must be manually entered in the software by the Customer Service Officer. All emails will be auto-acknowledged by the software where the reply will directly go to the email ID from which the compliant is received. In other cases, the acknowledgment can be sent to an email ID, if provided in the complaint, or printed and sent manually to the complainant.
  • All complaints will be registered in a central complaints management system of SSVC. Complaints will be assigned a unique reference number which will be communicated to the complainant. In case the resolution needs additional time, an interim response shall be sent to the complainant. All the complaints received in India must be lodged in customer management system and assigned to respective groups for resolution.  Please see below for the TAT (Turnaround time) chart for customer grievance resolution

Please see below for the TAT (Turnaround time) chart for customer grievance resolution

Query/Complaint/Classification Turn Around Time Remarks
Order Related/Digital Solutions 2 – 4 Working days Queries/Complaints pertaining to technical/processing/
servicing issues faced for order processing,
activating cards
Transaction Related 15 – 25 Working days Unsuccessful POS transactions
  1 -2 Working days Drop in network
  7 – 10 Working days Cases of chargeback when transaction is not successful
Deliverables 3 – 7 Working days Queries / Complaints pertaining to dispatch status of
various deliverables – card, voucher, envelope,
pick up from affiliates
Accounts Related 4 – 7 Working days Queries/Complaints from client
Pricing 15 – 20 Working days Overcharging, reduction in charges, card cancellation
charges, other etc.

Testimonials