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:
- Customers are always treated equitably without any prejudice at all instances
- Grievance raised by customers are acknowledged attentively and dealt with courtesy in a timely manner and address the key questions on why the complainant feels aggrieved or dissatisfied
- Customers are provided with multiple touchpoints to submit their Grievances
- Customers are facilitated and sensitized about their rights in the Company and mechanism to convey their Grievances as well as their rights pertaining to alternate remedies in the Company if they are not satisfied with the resolution of their Grievances
- Grievances are investigated and redressed in a time bound and transparent manner
- Grievances are reviewed and critically analyzed to improve the existing processes and systems to ensure that the re-occurrence of such Grievances are minimized
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).