Grievance Redressal Mechanism

Grievance Redressal Mechanism

Prompt and efficient Customer Service is the key to success of any service organization. To maintain consistent business growth, it is necessary to widen the customer base as well as retain the existing customers. We at Jagaran Microfin Private Limited aim to satisfy the customers and delight them with our services.
In any thriving organisation, there are always some instances of complaints that arise. To mitigate those instances, our Grievance Redressal Mechanism for customers and the procedure the employees at Jagaran need to follow when such complaints arise are laid down in the following paragraphs.

Objective

The policy document aims to minimize the instances of Customer Complaints through proper service delivery and review mechanism and to ensure prompt redressal of customer's grievances. The review mechanism would help in identifying shortcomings in product features and service delivery. Hence, the Policy's objective.

  • To provide clients formal and informal channels for feedback and suggestions.
  • To provide a formal grievance redressal mechanism for clients.
  • To educate customers on grievance redressal mechanism.
  • To ensure that clients are protected against fraud, deception, or unethical practices.
  • To handle/resolve complaints speedily and efficiently.
  • To consistently assess the impact of services to serve clients better.
Mode of Complaints:

Considering our customer profile, their literacy level and vulnerability, JAGARAN has identified various channels of identifying customer complaints proactively.

Customer Enquiries/Complaints received at the field:

Customers can submit their written or verbal enquiries/complaints to any Jagaran staff who meets them at any forum such as centre meetings, CGTs, GRTs, exit interviews and centre leader's meetings etc. These enquiries/complaints shall be forwarded to Branch Manager/Assistant Branch Manager of the branch or Grievance Redressal Cell of H.O. if needed, for further follow-up and resolution.

Customer walk-ins at the branches:

Verbal Complaints BM/ABM or R.O. will record the complaints and provide the solutions. Written Complaints Customer can obtain Complaint Form and fill her complaint details (branch staff will assist if a customer is not literate), all written complaint forms shall be sent to Grievance Redressal Cell of Head Office through mail/post/courier. Branches should keep a minimum of 2 hard copies of customer complaint forms.

Borrower Call-ins:

Borrower calls to branch's phone number - BM/ABM or R.O. of the branch will record the complaint, do the follow-ups and provides the resolution.

Whistle-Blower:

A whistle-blower is a Jagaran employee who registers a complaint against a colleague who may be allegedly involved in prohibited activities and breaches the code of conduct through acts of fraud, misappropriation of funds, unethical behaviour, mistreatment of customers etc. The members of staff are encouraged to be whistle-blowers and send their report on suspicion of malafide intention of staff wherever and whenever warranted without fear to CEO through proper channel.

External Complaints:

Complaints received from (on behalf of customer or based on public interest) general public & other stakeholders such as Govt. agencies, Reserve Bank of India, police, lawyers, industry ombudsman (MFIN etc.) & social activists will also be recorded at either branch level or regional or zonal level and provided with appropriate solutions. Hence, any staff who receives complaints from such agencies should escalate them to the Grievance Redressal Officer immediately.
Customer calls to Grievance Redressal Cell Number - Helpdesk representatives will record the complaint, escalate it to supervisors who can resolve the problem and provides the customer with a solution.
If the solution of the complaint is not provided within 30 days, the customer may escalate it to The Officer-in-Charge, Regional Office, Department of Non-Banking Supervision, Reserve Bank of India, 15 N. S. Road, Kolkata -700001.

Complaint Resolution Process

Turn-around Time:
All complaints will be resolved within the specified time at each level mentioned herein below:
Branch level BM/ABM & R.O. 2 working days
Head Office Level - Help Desk 3 working days
Grievance Redressal Cell 5 working days

Escalation:

All complaints which are not resolved within 3 working days from receipt of a customer complaint by BM/ABM or R.O. should be escalated to Grievance Redressal Officer of the Head Office. Grievance Redressal Officer should provide the resolution to the customer within 5 working days from the receipt of the complaint. Any delays in this regard should be escalated to the MD/CEO of the company.

Assessing completeness of resolution:

Repeated Complaints: Each time a customer calls, there must be a check to determine whether the call is regarding a new issue or a follow-up-call. Each personnel who receives the complaint must ensure that a follow-up call can be traced back to the original call using the call reference number or the customer details. There must be immediate action and resolution sought in case of repeated complaints Cross Check.

Reporting & Review Mechanisms

Grievance Redressal Procedure
Customers who wish to send their complaint/feedback over any issue can use the following channels within 10.00 am & 6.00 pm on Working days.
LEVEL 1
Members can call the Relationship Officer/Branch Manager at (Local Branch Contact number)
LEVEL 2
If any customer is not satisfied with the response received at the branch level or if she doesn't receive a response within 2 days from the branch, she is requested to call/contact our Nodal Officer/Help Desk at Head Office to register her complaints as mentioned hereunder:
Toll Free Number: 18003450100 Or Land Line Number: 033-22628207
LEVEL 3
If any customer is not satisfied with the response received from Nodal Officer or Help Desk within 3 days then she can escalate the matter to Grievance Redressal Officer. The contact number is mentioned hereunder:
Contact details of Grievance Redressal Officer as under:
Grievance Redressal Officer
Jagaran Microfin Private Limited
5th Floor, 38, Hemanta Basu Sarani
Kolkata-700001
Contact Number: +91-8017523771
Email: customercare@jagaranmf.com
LEVEL 4
MFIN Toll-Free Number: 18001021080
LEVEL 5
Department of Non-Banking Supervision, RBI
5th Floor, 15, N. S. Road,
Kolkata-700001