1. Purpose
This document summarises the Customer Service and Complaint Policy of Kay's Limited, the operator of KaysPay. The full policy is available to customers and regulators on request through any of the channels listed below.
Complaints are received, investigated and resolved fairly, promptly and without charge.
2. Submission of Complaints
A complaint may be submitted through any of the following channels:
| Channel | Details | Availability |
|---|---|---|
| In-app support | The "Contact Support" option in the KaysPay application, which opens the official support chat on WhatsApp | Messages received 24 hours a day, 7 days a week |
| +234 906 844 6111 | Messages received 24 hours a day, 7 days a week | |
| support@kayspay.com.ng | Monitored daily | |
| Post | Kay's Limited, Shop 25, Chindah Shopping Plaza, Rivers State University Main Gate, Port Harcourt, Rivers State, Nigeria. Attention: Complaints Officer | Business days |
A complainant should provide their full name and registered contact details, the transaction reference, a description of the matter with the date and time, and any supporting evidence such as receipts or screenshots. A PIN, password or one-time code must never be provided.
Assistance is available to any customer who needs help in formulating a complaint, and a complaint will not be rejected solely because it lacks formality.
3. Handling Procedure
Each complaint is logged and assigned a reference number, and is acknowledged in writing within 24 hours, with the expected resolution timeline.
Urgent matters, including unauthorised transactions, are escalated immediately. Each complaint is investigated by a trained person who was not involved in the matter, where practicable, and further information may be requested from the complainant.
We aim to resolve each complaint within 14 calendar days of receipt and in any event within 30 calendar days, except where a regulatory requirement or an outstanding response from the complainant extends that period. Where more time is required, the complainant will be informed of the reasons and the new date.
The final response is in writing and states the outcome, the reasons for it, any remedial action taken and the complainant's right to escalate.
4. Target Resolution Times
| Category | Examples | Target |
|---|---|---|
| Transaction disputes | Debited but service not delivered; double debit | 5 business days |
| Wallet funding and transfers | Funds sent but not reflected in the wallet; delayed or failed transfer | 5 business days |
| Service quality | Airtime or data not credited; electricity token not generated | 5 business days |
| Unauthorised transactions | Fraudulent or unrecognised transactions | Immediate escalation; 10 business days |
| Crypto asset related | Delayed credit, network issues | 10 business days, subject to blockchain confirmation |
| Identity verification | Failed verification, data mismatch, delay | 7 business days |
| Data privacy | Unauthorised processing, consent issues, data breach concerns | 7 business days |
| Fees and charges | Incorrect charges, undisclosed fees | 5 business days |
| Staff or agent conduct | Misrepresentation, misconduct | 10 business days |
A complaint that requires reconciliation with a provider, or an anti-money laundering or fraud review, may take up to 15 business days, with interim updates to the complainant.
5. Escalation
A complainant who is dissatisfied with the final response may request a second-level review by the Compliance Officer within 10 business days of receiving it. The review will be concluded within 15 business days and the outcome communicated in writing.
A complainant may also refer the matter to the competent regulator, including:
the Federal Competition and Consumer Protection Commission (FCCPC), for consumer protection matters;
the Nigeria Data Protection Commission (NDPC), for matters relating to personal data;
the Central Bank of Nigeria (CBN), for payment system matters where applicable; and
the Securities and Exchange Commission (SEC), for digital asset services within its scope.
6. Records and Continuous Improvement
Complaints are recorded in a register and reported to management on volumes and resolution times. Trends are reviewed quarterly to identify and correct root causes. Complaint records are retained for seven years and handled in accordance with our Privacy Policy.