Document Number: TC-CS-POL-CGRP-dated 25th October, 2019
Version : 1.1
|Title||Customer Grievance Redressal Policy|
|Classification||Public & Internal|
|Release Date||25th October, 2019|
|Description||The various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns|
|Custodian||Risk & Compliance|
As a service organization, it is our primary responsibility to focus on Customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
This document aims to describe internal policy for handling Customer complaints. It describes various channels for lodging the complaint, obtaining solutions from the concerned department and responding Customers with the solution within the committed time period.
Complaint is an expression of dissatisfaction or resentment either in the form of a representation or allegation made in writing or through electronic means or over phone, containing a grievance alleging deficiency in:
Complaint is not a request for data modification or inquiry about loan products/ schemes, interest rates or other requests which can be solved by Customer care.
Customer means the person who has obtained the loan or finance facility from True Credits Pvt Ltd.
1. In terms of RBI Directions on Managing Risks and Code of Conduct in Outsourcing of Financial Services by NBFCs [DNBR.PD.CC.No.090/03.10.001/2017-18]
2. In terms of Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011
2.1 Complaints may be sent in either of the below mentioned forms:
2.2 Complaint raising by the customer
While raising a complaint each complaint should have the following information:
3.1 Complaints treatment
First call resolution: All the complaints which can be resolved immediately when raised, the response should be provided on the same call and close the same.
Resolution post verification: For the complaints which must be verified and may need further investigation/support from other departments and hence cannot be resolved immediately, customer should be informed about the expected timelines of the closure.
For these complaints, tickets should be raised and assigned to the concerned departments on priority.
We commit to resolving all complaints within 30 working days.
Customer care department should always inform the customer about the following:
The Customer Care Specialist should make limited but reasonable attempts to reach the customer for providing solution to his/ her complaint, preferably in the form the complaint was received.
3.2 Complaint archiving
After the resolution is provided to the customer the concerned department updates the status of these complaints as closed in our system. These complaints reflects in closed complaints bucket which can be re-examined at any point of time as and when required.
4.1 Escalation Level 1: Head – Customer Service
If the customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern to the “Head – Customer Service” at True Credit Pvt Ltd by giving background and history of the issue :
Email : Info@truecredits.in
Head – Customer Service, Customer Care Department, True Credits Pvt Ltd, Huda City Centre Metro Station, 5th floor, sector - 29, Gurgaon, Haryana 122001, India
Customer Grievance officer will respond within 2 working days of receiving the complaint and provide resolution within 15 working days
4.2 Escalation Level 2: Grievance Redressal Nodal Officer
If the customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern to the “Grievance Redressal Officer” at True Credit Pvt Ltd by giving background and history of the issue :
Grievance Redressal Officer, Customer Care Department, True Credits Pvt Ltd, Huda City Centre Metro Station, 5th floor, sector - 29, Gurgaon, Haryana 122001, India
Email : Dhiraj.Jha@truecredits.in
Customer Grievance officer will respond within 3 working days of receiving the complaint and provide resolution within 30 working days.
In order to escalate the complaint to next level, the customer should share the ticket / complaint number. Also, the turnaround time is applicable only when the aforementioned escalation matrix is followed.
4.3 Escalation Level 3 – Officer-in-Charge DNBS, RBI
If the complaint of the customer is not redressed within 1 month from the lodging of complaint with True Credits Pvt Ltd , the customer may appeal to the Regional Office of Reserve Bank of India at following address: General Manager/ Officer-in-Charge, Department of Non-Banking Supervision, Reserve Bank of India, Parliament Street, New Delhi. Landline No.: 011-23714456, 011-23739318, E-mail: firstname.lastname@example.org
4.4 Resolution turnaround time
Overall customer complaints shall be resolved within 30 days of receipt/escalation.
There is a complaints MIS and reporting in place. This reporting serves as an input for other analysis, for periodical review. The reports need to be categorized by complaints type
Complaints Review Committee
Complaints review Committee (comprising of representatives from all key departments including customer experience) review the complaints on periodical basis. They shall review the process and suggest changes, if any, required for making this process more effective.
Reporting to the Board of Directors
All complaints reports shall be reviewed on a quarterly basis by Board of Directors of True Credits Pvt Ltd.
All complaints are required to be reported to the concerned authorities in the prescribed format as per the applicable laws/ guidelines/ directives, including modification(s) thereof, from time to time.