Proactive customer service delivery and customer delight are key differentiators for the Company. Customer complaints constitute an important voice of the customer, and this Policy aims to establish a framework for minimizing and resolving instances of customer grievances through a proper redressal mechanism.
As per the Fair Practices Code followed by Akriti India Micro Finance Forum, there is a requirement for a Grievance Redressal Policy/Mechanism, which must be approved by the management.
The Company’s Grievance Redressal Policy is guided by the following principles:
Providing the best customer service support by adhering to established procedures.
Ensuring fair treatment to all customers.
Resolving customer issues within the specified Turnaround Time (TAT).
Complying with regulatory guidelines applicable to this function.
2. Definitions:
A “Grievance/Complaint” is an expression of dissatisfaction with a product or service, either orally or in writing, from a customer. While a customer may have a genuine cause for complaint, some complaints may arise from misunderstandings or unreasonable expectations of a product or service.
3. Grievance Redressal Process:
To effectively understand and address customer grievances, the Company provides multiple channels of communication. These modes will be clearly displayed on the notice board of the branch and on the Company’s website.
The channels for grievance redressal are as follows:
Customer Care Hotline: Customers can call our helpline at 9152117070 and speak to a customer care agent.
Email Support: Customers can email their grievances/requests to customerservice@akritiindia.com.
4. Escalation Matrix:
If a customer is not satisfied with the resolution provided through the initial customer care channels, they can escalate the issue as follows:
First Level Escalation: Email the Principal Nodal Officer at vishalgupta@akritiindia.com.
Second Level Escalation: If the customer is not satisfied with the response provided by the Head of Customer Service/Principal Nodal Officer, or if the grievance remains unresolved, the customer may approach the Nodal Officer, Reserve Bank of India (RBI).
5. Internal Review and Monitoring:
At Akriti India Micro Finance Forum, we have invested in a best-in-class Customer Redressal Mechanism (CRM) system to ensure the timely resolution of grievances. The CRM system performs the following functions:
Captures complaints raised by customers.
Tracks Turnaround Time (TAT) based on the nature of the query or grievance.
Once a complaint or grievance is recorded in the CRM system, the Customer Service team takes responsibility for its resolution. Every effort is made to provide the customer with suitable and appropriate alternate solutions wherever possible.
