1, AREA OF APPLICATION:
This guideline applies to all Internal and External stakeholders working for Girnar Capital Private Limited (the Company) (Formerly known as Khemlani Finance Private Limited).
2. BASIS:
The Grievance Redressal Mechanism Policy has been made as per RBI/DNBR/2016-17/45 Master Direction DNBR.PD.008/03.10.119/2016-17 dated September 1, 2016 as applicable to NBFC ND-SI issued by Reserve Bank of India (RBI).
3. PURPOSE:
The purpose of the policy is to ensure that:
(a) All customers are always treated fairly and without biasness.
(b) All issues raised by customers are dealt with courtesy and punctually.
(c) Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint
4. DEFINITION OF GRIEVANCE:
A "Grievance/Complaint" is an expression of dissatisfaction with a product or service, either orally or in writing, from a customer. A customer may have a genuine cause for complaint, although some complaints may be made as a result of a misunderstanding or an unreasonable expectation of a product or service.
5. CATEGORY/TYPE OF COMPLAINT:
A complaint is an expression of dissatisfaction made to an organization, related to its products or services, or the complaint-handling process itself, where a response or resolution is explicitly or implicitly expected.
Various categories/types of complaints can be:
(a) Wrong/incorrect information
(b) Poor customer service attitude
(c) Overpricing/disputes in repayments or interest rates
(d) Lack of adequate information
(e) Delav in responses resulting in customer dissatisfaction
(f) Unresponsiveness of service providers.
(g) Misappropriation of funds/documents
6. DISABLED/PHYSICALLY CHALLENGED:
The company shall not discriminate in extending products and facilities including loan facilities to physically/visually challenged applicants on grounds of disability. All the branches/regional offices shall render all possible assistance to such persons for availing of the various business facilities. Wherever required, the relationship managers/company official also shall visit such applicants at their office/residence to assist them in completing the modalities relating to the loan application, documentation etc. The company shall include a suitable module containing the rights of persons with disabilities guaranteed to them by the law and international conventions, in appropriate training programs conducted for the employees at all levels.
Further, the company shall ensure redressal of grievances of persons with disabilities under the Grievance Redressal Mechanism already in place.
7. RESPONSIBILITIES OF BOARD:
(a) To lay down the appropriate grievance redressal mechanism within the organization which ensures that all disputes arising out of the decisions of lending institutions' functionaries are heard and disposed of at least at the next higher level.
b) Periodically review the functioning of the grievance redressal mechanism at various levels of management.
c) A consolidated report of such reviews shall be submitted to the Board at regular intervals, as may be prescribed by it.
8. RECORDING AND TRACKING OF COMPLAINTS:
All the complaints received by the company must be recorded and tracked for end-to-end resolution.
9. RESOLUTION OF COMPLAINTS:
The concerned department heads like the operations department, collections department, are responsible jointly and severally for resolution provided by their teams and for closure of customer issues.
10. TIME FRAME FOR RESPONSE:
The turnaround time for responding to a complaint is as follows:
- Normal cases (other than the one mentioned below): 10 working days for normal cases
- Fraud cases, Legal cases and cases which need retrieval of documents (including old records): 15 working days
- EMI related cases: 20 working days
- Cases involving 3rd party (other Banks or financial institutions or dealership or if customer out of country): 30 working days
For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to
If any case needs additional time, the Company may request the customer/ regulator seeking additional time with expected timelines for resolution of the issue.
11. GRIEVANCE REDRESSAL (GR) MECHANISM
(i) Any customer having a grievance/ complaint/ feedback with respect to the product and services offered by the Company may write to the Company’s Customer Service Department through any of the following channels:
Call at: 0124-4501730
Email: info@tscfinserv.com
Letter at the Address: 3rd Floor, Plot no. 742, UdyogVihar Phase- 5, Sector-19, Gurugram, Haryana-122015
How a complaint should be made
The customers will be requested to necessarily provide necessary loan details i.e. Loan Account Number, Details of Feedback/ Suggestion/ Complaint and valid Contact Information including phone no. & e-mail ID while providing their feedback or lodging complaint with the Company.
For escalation of grievances, the customer may contact the Grievance Redressal Officer of the Company whose details are as under:
Name: Mani Mahendru
Email Address: mani.mahendru@tscfinserv.com
Telephone Number: 0124-4501730
Address: 3rd Floor, Plot no. 742, Udyog Vihar Phase- 5, Sector-19, Gurugram, Haryana-122015
Escalation to the Reserve Bank of India
If the Customer does not receive any response from the Company within 4 weeks or is dissatisfied with the response received, he/ she may approach the Reserve Bank of India at the following address:
The General Manager,
Department of Non-Banking Supervision,
Reserve Bank of India,
6, Parliament Street,
New Delhi – 110001
Ph. 011-23714456
E-mail: dnbsnewdelhi@rbi.org.in
