|
Policy Name |
Grievance Redressal Policy |
|
Issue and Effective date |
July 25, 2023 |
|
Date of next review |
March 30, 2024 |
|
Periodicity of review |
Annual |
|
Owner / Contact |
Customer Services Department |
|
Approver |
Board of Directors |
Proactive Customer service delivery and customer delight is a key differentiator of the Company. Customer complaints constitute an important voice of customer, and this Policy aims at laying down the framework for minimizing and resolving instances of customer grievances through proper redressal mechanism.
As per Fair Practices Code followed by Anand Property Finance Limited (hereinafter referred to as “APFL/Company’), APFL needs to have a Grievance Redressal Policy/Mechanism which should be approved and mandated by the Board of Directors.
The Company’s Grievance Redressal Policy fulfils the following principles:
To provide the best customer service support by adhering to laid down procedure;
To comply with the regulatory guidelines as required for this function.
Any customer having a grievance/complaint/feedback with respect to the product and services offered by the Company may write to the Company through any of the following channels:
Customers can also email us their grievances at info@anandfin.in
Customers can reach APFL at the following number: 020 26364141
Customers can also correspond at the below address: Customer Service Department Office No 301, 3 rd floor
Office No 114, 1st Floor, B Wing, Parmar Chamber, Sadhu Vaswani Chowk, Pune, 411001
Customers are 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, registered with the Company while availing the loan, while communicating.
The Company shall endeavor to address/respond to all queries/grievances within reasonable time and keep the customer in informed about the status of their complaints. Each customer query/ complaint being unique
in nature, may take up to 7 working days for complete resolution after investigation, provided customer providing all the information required.
Customers are requested to first raise their concerns through any of channels mentioned above. In case of delayed or no response from the respective channel within the specified timelines, such complaint may be escalated to the Nodal Officer of whose details are as given below:
Name and Contact details of the Nodal Officer of the Company-
|
Name of the Officer |
Ms. Ofrin Dias |
|
Office Address |
Office No 114, 1st Floor, B Wing, Parmar Chamber, Sadhu Vaswani Chowk, Pune, 411001 |
|
Email ID |
The Grievance Redressal Official may be reached on the email id provided above. The Grievance Redressal Official shall endeavor to resolve the grievance within a period of 7 days from the date of receipt of a grievance
If the Customer does not receive any response from the Company within 7 working days or from the Nodal Officer within 7 working days 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,
Email Id: rdahmedabad@rbi.org.in
It shall be our constant endeavor to resolve all the customer complaints at our level and to keep all our customers satisfied.
The official Communication channel’s (as specified above) post receiving the complaint is responsible for resolution of complaint/grievance to the customer’s satisfaction. Every possible attempt will be made to offer the customer a suitable and appropriate alternate solution wherever possible. However, if the customer continues to remain dissatisfied with the resolution, he can escalate the issue through the grievance redressal mechanism, specified above.
Time Frame
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution
Compliments
We try our best to provide excellent service to all our customers. If you like the way we served you or just did something special, we would love to hear about it. This will encourage our employees to serve you better at all times.
Periodic review of monitoring of complaints, TAT, nature of complaints is done on a monthly basis to ensure that process loopholes, if any, are plugged and trends are checked.
A consolidated report of periodical review of compliance of Fair Practice Code and functioning of the Grievances Redressal mechanism at various levels of management shall be submitted to the Board/ Committee of Directors at half yearly/annual intervals. The reviews shall consider the following:
Process improvement of redressal of grievances;
The overall performance of the complaint management system, and
The results of audit conducted by the Internal Audit Team of redressal of Grievances process and lapse reported, if any during the year.
The Policy would be available on Company’s website and at all branches. All employees of the Company will be made aware of this Policy.
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