Table of Contents
| 1 | Introduction |
|---|---|
| 2 | Objective of the policy |
| 3 | Key Commitments |
| 4 | Grievance Redressal Mechanism |
| 4.1 | Escalation Matrix |
| 5 | Responsibilities of the Grievance Redressal Officer/Principal Nodal Officer |
| 6 | Internal machinery to handle Customer complaints |
| 6.1 | Resolution of grievances |
| 6.2 | Time Frame |
| 7 | Monitoring |
Salora Capital Limited (hereinafter referred to as “Company”) endeavors to be a customer centric organization. In keeping with this value, we have devised a mechanism that aims at minimizing the instances of customer complaints and grievances, whilst ensuring prompt redressal. In order to make the Company's redressal mechanism more meaningful and effective, a structured system has been put in place.
The Policy on Grievance Redressal Mechanism (hereinafter referred to as “Policy”) is being formed with an aim to provide quick amends to customer issues. In case of a complaint, we have a detailed review mechanism to identify the company’s shortcomings and overcome them quickly, reducing as far as possible inconvenience to our customers. This Policy also covers issues relating to services provided by the outsourced agency, engaged by the Company for providing some of the services
Salora Capital Limited, through its management, intends to uphold the following commitments:
“Complaint”- A complaint means an expression of dissatisfaction made to the Company by any borrower or someone legally representing their interests, about our products, services or our complaint-handling process, where a response or resolution is explicitly or implicitly expected.
The company has a structured grievance redressal mechanism in practice where all complaints/grievances will be attended as per a defined time schedule. Customers may follow the below mentioned matrix in order to escalate their concerns. This facility has been provided to the customers to register complaints for speedy redressal.
Level 1 Escalation: Customers are requested to follow either of the below mentioned steps for any complaints / grievances:
*Monday to Friday during 10:00 AM to 6:00 PM
Level 2 Escalation: If the complaint/grievance addressed to the Customer Service is not taken up or resolved within 15 days or customer is not satisfied with response received from the Customer Service, may approach the Grievance Redressal Officer / Principal Nodal Officer.:
| Grievance Redressal Officer | Principle Nodal Officer |
|---|---|
Mr. Virendra Gehlot Salora Capital Limited Unit no – 403, MGF Metropolis Mall MG Road,Gurgram,Haryana-122001 Email- [email protected] |
Mr. Amit Kumar Salora Capital Limited Unit no – 403, MGF Metropolis Mall MG Road,Gurgram,Haryana-122001 Email- [email protected] |
Level 3 Escalation:If the complaint/grievance/dispute is not redressed within a period of one month after the date of representation or complaint to the Company, the borrower / customer may approach to the Ombudsman of RBI (not later than one year after the reply received from the Company).
Details of RBI Ombudsman available on: https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=BankingOmbudsmen.htm
5.1. After receiving customers’ complaint through e-mail or written letters, or calls at the designated Customer Service number the GRO (Grievance Redressal Officer) / PNO (Principal Nodal Officer) will examine the matter and respond to all complaints within 30 days from the date of receipt of such complaint.
5.3. Ensure adherence to the process laid down in this Policy and process laid down in this document, monitor its implementation and initiate corrective action wherever needed.
5.3. Decide upon matters requiring immediate attention and follow up for timely redressal of grievances wherever delay is observed.
5.4. Take appropriate action to avoid any such delays in future, through a monthly report submission to the management and a quarterly submission to the Board of the company.
6.1.a. The Customer Service Cell is responsible for the resolution of concerns/grievances at the earliest. They would be responsible for sending an acknowledgment to the customers with Service Request Number and tentative timelines for resolution, with timely updates to the customer on the progress of the complaint.
6.1.b. It is their foremost duty to see that the concern should be resolved completely to the customer's satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue.
6.1.c. If the customer service manager feels that it is not possible at his level to solve the problem, he may refer the case to Customer Service Head / GRO / PNO for the resolution.
6.1.d. Upon resolution, a reply will be sent to the customer through telephone, email or post
6.2.a. If a complaint is received from a customer through any of the above channels, Company shall send an acknowledgement within two days
6.2.b. After examining the matter, the company will send final response or explain the reason for taking more time to respond with expected time lines for resolution, and shall endeavor to do so within 5 working days of receipt of complaint.
.1 The customer complaints received along with resolution TAT and ageing analysis. shall be placed before the Customer Service Committee.
7.2 Complaints received through the Reserve Bank of India along with resolution TAT shall be placed before the Customer Service Committee.
7.3 Grievance Redressal Officer/Principal Nodal Officer shall place the Grievance Redressal report before the Customer Service Committee.
7.4 Summary Analysis of Customer Complaints received directly and through Reserve Bank of India and the Grievance Redressal Report, shall be placed before the Board of Directors on quarterly basis for its review.