Paisabazaar Marketing and Consulting Private Limited (hereinafter referred to as the 'Company') believes that customer service is its highest priority as that is what drives growth and continuous business. The Company believes that prompt, efficient, and transparent service is critical to build long lasting customer relationships. The Company is determined to ensure expeditious and efficacious handling of the customer Grievances, as well as prompt remedial & preventive action (inclusive of amendment of the Mechanism, as and when required) with the objective to avert repetitiveness.
The Company understands that despite striving to achieve high standards of customer service excellence, there can be gaps in existing service delivery. Hence, it is critical to provide an appropriate system and process to customers to share their Grievances. The Company aspires to create robust systems and processes to ensure effective and timely solutions to Grievances with an impartial approach to set higher benchmarks towards effective stakeholder engagement. We have ensured that all employees of the company are aware and well versed with our Customer Grievance Redressal Mechanism (“Mechanism”). Our Mechanism is based on following principles:
On the basis of this Mechanism, the Company shall ensure that an appropriate Mechanism subsists for the purpose of receiving and addressing Grievance from its customers, with the aim of resolving the Grievance equitably and expeditiously.
The Mechanism encompasses adherence to the provisions of Digital Lending guidelines and other regulations stipulated by Reserved Bank of India (RBI).
Means and Mode- Any customer having a Grievance with respect to the product and services offered by the Company may reach out to the Company through any of the following channels:
Customers are requested to necessarily provide necessary details which includes:
a. When the customer Grievance is received, we will endeavour to send an acknowledgement/a response within 48 working hours of receiving the Grievance.
b. After examining the matter, we will send our final response or explain why we need more time to respond and shall endeavor to do so within 30 days of receipt of Grievance.
c. Grievance raised by mutual funds customers must be redressed as soon as possible, but no later than 21 calendar days after the complaint was received.
The Company will also solicit voluntary feedback from customers on an ongoing basis in a bid to improve its customer service quality.
Notwithstanding anything contained in this Mechanism, the Company shall ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the Company from time to time.
a. This Mechanism is subject to review by the Company as and when necessary.
b. This Mechanism shall be subject to the applicable laws including but not limited to the rules, regulations, guidelines, directives and instructions issued by RBI and any other statutory authority from time to time and shall supersede the earlier version of the Mechanism. Any change/amendment in applicable laws with regard to maintenance of an appropriate Grievance Redressal Mechanism shall be deemed to be incorporated in this Mechanism by reference and this Mechanism shall be deemed to have been amended and revised accordingly.