1. Objective:

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 frameworkforminimizingandresolvinginstancesofcustomergrievancesthroughproperredressal mechanism.

AsperFairPracticesCodefollowedbyAkriti India Micro Finance Forum needs to have a Grievance Redressal Policy/Mechanism which should be approved by the management.

1. The Company’s Grievance Redressal Policy fulfils the following principles:
2. To provide the best customer service support by adhering to laid down procedure;
3. Fair treatment to all the customers.
4. Resolve the customer issues with in the specified TAT.
5. To comply with the regulatory guidelines as required for this function.

2. Definitions:

Grievance/Complaint:A“Grievance/Complaint”isanexpressionofdissatisfactionwithaproductor service, either orally or in writing, from a customer. A customer may have a genuine cause for complaint, although some complaints may be made as a result of a misunderstanding or an unreasonable expectation of a product or service.

3. Grievance Redressal Process:

In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication. These modes will be adequately displayed on the notice board of the branch and also on the Company’s website. These channels are:

• Call the customer care number 9152117070 and speak to our customer care agent.
• Customers can also email us their grievances/request at customerservice@akritiindia.com

4. Escalation Matrix:

In addition to the above, a robust escalation matrix will be set up as under:

• If any customer is not satisfied with the resolution provided at the customerservice@akritiindia.com then escalation can be made to the vishalgupta@akritiindia.com (Which is the email id of the Principal Nodal Officer as well).
• Further incase the customer is not satisfied by the response provided by the Head Customer Service/ Principal Nodal Officer or customer’s Grievance is not redressed, then the customer can approach the Nodal Officer Reserve bank of India.

5. Internal Review and Monitoring:

At Akriti India Micro Finance Forum we have invested in the best-in-class Customer Redressal Mechanism (CRM) system to ensure timely resolution of the grievances. The system captures the complaints; tracks Turn Around Time (TAT) on the basis of the nature of the query/grievance.

Once captured in the CRM system the Customer Service team is responsible for resolution of complaint/ grievance of the customer. Every attempt is made to offer the customer suitable and appropriate alternate solutions wherever possible.