client grievance redressal mechanism

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Policies And Manuals

Policy Version: 1.2

Client Grievance Redressal Mechanism

Policy Owner

Policies and Manuals: Client Grievance Redressal Mechanism

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We at Digamber Capfin Limited, dedicated to provide the highest quality of services to our clients. To accomplish this, we have started a dedicated client Grievance Cell to timely and efficiently address their grievances. We have developed the mechanism to solve the client grievances on the priority basis. In this regard, we have appointed a designated Grievance Redressal Officer, who takes up client complaints by taking necessary steps and thereby complies to the regulatory requirement and as proposed in the Fair Practice Code (FPC) of RBI. Company has also given Toll free no. to their customers for fastest solution. The toll-free Number is: 18001806365 The necessary steps to assure client grievances are as following. The client or his/her representative shall report to the Grievance Redressal Officer in case he/she has any queries or complaint. She has to disclose the following things to the Grievances Redressal Officer: -

1. Her Name 2. Her village 3. Her center number as written in the loan card. 4. Branch to which she has been associated. 5. Name of the RO who handles the center. 6. Name of the center leader.

Upon receipt of the complaint the Grievances Redressal Officer registers the complaint and speaks to all relevant stake holders (RO, BM, UM, and AM) to enquire about the grievance raised by the complainant. If he finds the complaint genuine and need immediate Redressal at next immediate level, he mobilizes immediate support and ensures timely Redressal of the complaint by taking help from the BM, UM, AM locally.


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The grievance Redressal officers classify the complaint in the following categories:

1. Advance Collection, Bribe 2. Agent Involvement, Death Case 3. Late Coming by RO 4. Misbehavior by Staff, 5. New loan/Next Cycle Loan, 6. Penalty for Late Coming 7. Product Information 8. Request for Concession 9. Staff Contact Info

10. Drop Out 11. Fund not received in Bank Account 12. Miscellaneous

The Grievances Redressal Officer manages and maintains a control sheet where he notes down the all the grievances call and action taken subsequent to the grievance. He mentions the remedial action against all grievances cases and marks each such case as

1. Closed 2. Open

Closed cases are all those cases which are resolved by immediate intervention of supervisory authorities at the field to the satisfaction of client. All those cases which are open and could not be resolved are flagged up to corporate office by describing the nature of the complaint. Corporate Office suggests appropriate action for all such cases and resolves it to the satisfaction of client and in adherence to the FPC norm. The maximum time to resolve cases are 15 days. A copy of the control sheet duly updated by the Grievance Redressal Officer goes to the top management as scheduled. The look at each and every complaint and appraise the Grievance Redressal Officer time to time.


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A summary of all such complaints is summarized and presented during the quarterly board meeting so that the board can appraise and guide the management on best practices on grievance redressal which helps DCL to be a customer centric organization. Complain can be sent through the following process:

1. Toll free no. i.e., 1800-1806-365 2. Through Email: [email protected] 3. Written complain to:

To,

The Nodal officer,

Virendra Kumar Bhargaw (Vice President)

C/o DIGAMBER CAPFIN LIMITED J-54-55, II Floor, Anand Moti, Himmat Nagar, Tonk Road, Gopalpura, Jaipur, Rajasthan-302018 Customers may approach the Grievance cell of the Reserve Bank of India (RBI) if:

1. The written complaint is rejected by the company or; 2. They are not satisfied with the response received from the company or; 3. They not receive a response within One month from the date of representation

received by the company.

Further, Mr. Virendra Kumar Bhargaw is appointed as the Nodal Officer of the company to represent the company before Ombudsman and the Appellate Authority under the scheme.


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Client Grievance Redressal Mechanism

Start

Walk In at Branch

Toll Free (Phone Call)

Stop

Resolution Found and Conveyed

to Customer

Investigation Occurs

Through E-Mail

Writing a Complaint

Postage received at HO/SO

Grievance is registered and assigned to Grievance Redressal Officer

Source of Complaint?


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Ombudsman Scheme for Non-Banking Financial Companies, 2018: Salient Features Grounds for filing a complaint by a customer:

How can a customer file complaint?

How does Ombudsman take decision?

Proceedings before Ombudsman are summary in nature Promotes settlement through conciliation If not reached, can issue Award/Order

Can a customer appeal, if not satisfied with decision of Ombudsman? Yes, If Ombudsman’s decision is appealable Appellate Authority: Deputy Governor, RBI

Interest/Deposit not paid OR paid with delay

Cheque not presented OR done with delay

Not conveyed the amount of loan sanctioned, terms & conditions, annualised rate of interest, etc.

Notice not provided for changes in agreement, levy of charges

Failure to ensure transparency in contract/loan agreement

Failure/ Delay in releasing securities/ documents

Failure to provide legally enforceable built-in repossession in contract/ loan agreement

RBI directives not followed by NBFC

Guidelines on Fair Practices Code not followed

Scheme covers customers of

All deposit taking NBFCs

NBFCs with assets size >= Rs. 100 crore + customer interface (Excluding: Infrastructure Finance Companies, Core Investment Companies, Infrastructure Debt Fund and NBFCs under liquidation)

Written representation to Digamber Capfin Limited

At the end of one month

If reply is not received from Digamber Capfin Limited or customer remain dissatisfied with the reply of Digamber Capfin Limited

If customer has not approached any forum

File a complaint with NBFC Ombudsman (not later than one year after the reply from Digamber Capfin Limited)


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Note:

This is an Alternate Dispute Resolution mechanism Customer is at liberty to approach any other court/forum/authority for the redressal

at any stage Refer to www.rbi.org.in for further details of the Scheme


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FORM OF COMPLAINT (TO BE LODGED) WITH THE NBFC OMBUDSMAN (TO BE FILLED UP BY THE COMPLAINANT)

To,

The NBFC Ombudsman Place of office of the NBFC Ombudsman …………………………... Dear Sir,

Sub: Complaint against ………………………………………… (Name of the NBFC branch) Of

……………………………………………………………………… (Name of the NBFC)

Details of the complaint are as under:

1. Name of the Complainant …………………...

2. Full Address of the Complainant……………………

…………………… …………………… Pin Code ………….

Phone No/ Fax No.…………………… Email …………………….

3. Complaint against (Name and full

Address of the branch & NBFC) …………………………. …………………………. Pin Code ………………. Phone No. / Fax No. ……………………. Email …………………….

4. Particulars of NBFC Account (If any) …………………………………………………………………………


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(Please state the number and the nature of account viz. deposit/ loan account etc. related to the subject matter of the complaint being made.)

5. (a) Date of representation already made by the complainant to the NBFC (Please enclose a copy of the representation)

……………………….

(b) Whether any reminder was sent by the complainant? YES/NO (Please enclose a copy of the reminder)

6. Subject matter of the complaint (Please refer to Clause 8 of the Scheme)

…………………………………………………………………………………………

…………………………

7. Details of the complaint:

(If space is not sufficient, please enclose separate sheet)

…………………………………………………………………………………………………

………………………………………………………………………………………………..

8. Whether any reply (Within a period of one month after the NBFC concerned received the representation) has been received from the NBFC? Yes/ No

(If yes, please enclose a copy of the reply)

9. Nature of Relief sought from the NBFC Ombudsman

………………………………………………………………………………

(Please enclose a copy of documentary proof, if any, in support of your claim)

10. Nature and extent of monetary loss, if any, claimed by the complainant by way of


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compensation (please refer to Clauses 12 (5) & 12 (6) of the Scheme) Rs.……………….

11. List of documents enclosed:

(Please enclose a copy of all the documents)

12. Declaration: (i) I/ We, the complainant/s herein declare that:

a) the information furnished herein above is true and correct;

and b) I/ We have not concealed or misrepresented any fact stated in the above columns and

in the documents submitted herewith.

(ii) The complaint is filed before expiry of period of one year reckoned in accordance with the provisions of Clause 9(A)(a) and (b) of the Scheme.

(iii) The subject matter of the present complaint has never been brought before the Office of the NBFC Ombudsman by me/ us or by any of the parties concerned with the subject matter to the best of my/ our knowledge.

(iv) The subject matter of the present complaint has not been decided by/ is not pending with any forum/ court/ arbitrator.

(v) I/ We authorise the NBFC to disclose any such information/ documents furnished by us to the NBFC Ombudsman and disclosure whereof in the opinion of the NBFC Ombudsman is necessary and is required for redressal of our complaint.

(vi) I/ We have noted the contents of the Ombudsman Scheme for NBFCs, 2018

Yours faithfully, (Signature of Complainant)

NOMINATION – (If the complainant wants to nominate his representative to appear and make submissions on his behalf before the NBFC Ombudsman or to the Office of the NBFC Ombudsman, the following declaration should be submitted.)


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I/We the above-named complainant/s hereby nominate Shri/ Smt…………………… …………………….. who is not an Advocate and whose address is …………………………………………………………………………………………………… as my/ our REPRESENTATIVE in all proceedings of this complaint and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/ us. He/ She has signed below in my presence.

ACCEPTED (Signature of Representative)

(Signature of Complainant) Note: If submitted online, the complaint need not be signed


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ADDRESS AND AREA OF OPERATION OF THE OMBUDSMEN FOR NBFCS

SR. NO.

CENTRE ADDRESS OF THE OFFICE OF NBFC OMBUDSMAN

AREA OF OPERATION

1. Chennai C/o Reserve Bank of India Fort Glacis, Chennai 600 001 STD Code: ssss044 Telephone No : 25395964 Fax No : 25395488 Email : [email protected]

Tamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry

2. Mumbai C/o Reserve Bank of India RBI Byculla Office Building Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008 STD Code: 022 Telephone No : 23001280 Fax No : 23022024 Email : [email protected]

Maharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and Diu

3. New Delhi C/o Reserve Bank of India Sansad Marg New Delhi -110001 STD Code: 011 Telephone No: 23724856 Fax No : 23725218-19 Email : [email protected]

Delhi, Uttar Pradesh, Uttarakhand, Haryana, Punjab, Union Territory of Chandigarh Himachal Pradesh, and Rajasthan and State of Jammu and Kashmir

4. Kolkata C/o Reserve Bank of India 15, Netaji Subhash Road Kolkata-700 001 STD Code: 033 Telephone No : 22304982 Fax No : 22305899 Email : [email protected]

West Bengal, Sikkim, Odisha, Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura, Bihar and Jharkhand

DIGAMBER CAPFIN LIMITED Registered Office Address:

J-54-55, II Floor, Anand Moti, Himmat Nagar, Tonk Road, Gopalpura, Jaipur, Rajasthan 302018

client grievance redressal mechanism

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