Grievance Redressal Policy
The key to success for any organization is to not only to maintain the current customers but also to widen the base by reaching out to other potential customers and providing them impeccable service.
At Au FINANCIERs, we train our staff to understand the customer and service them exactly as per their needs. However, and in case of complaints, we provide a quick and effective redressal.
Objective of the Policy
The Grievance Redressal Policy was formed with an aim to provide quick amends to customer issues. In case of a complaint, we have a smooth review mechanism to identify our shortcomings and overcome them quickly. This policy also covers issues relating to services provided by the outsourced agency.
Principles of the Policy
We have drafted the Grievance Redressal Policy keeping our customer’s needs in mind. The prescribed document is available at all branches and employees are aware about the same. It is based on the following principles:
- Fair treatment to the customers at all times
- Customer complaints to be dealt with complete courteously and priority
- Complete information provided to the customers to escalate their complaints, to a higher hierarchal authority
- Company will treat all complaints efficiently and fairly
- Employees work in good faith and in the interest of the customers
Handling Customer Complaints
At FINANCIERs, we have a Customer Service Committee that is headed by the company’s MD and other senior functional heads. This ensures that every complaint is given due importance and solved at the earliest. The functions of the committee are as follows
- To screen each feedback and complaints received from various quarters and ensure quick redressal and implementation of the valuable comments
- To ensure that the regulatory instructions regarding customer service are followed consistently and constantly with the involvement of the cluster head, the branch heads and the functional heads
- To offer advice and aid for unresolved complaints referred by the functional heads
The company has appointed several senior executives as the nodal officers that are responsible for the implementation of customer service and complaint handling for the entire company.
Resolution of Grievances
The Branch Managers appointed are responsible for the any resolution of complaint/ grievances received by the branch. We have a standard 7 days resolution policy for such customer’s complaints. However, in extreme cases, the managers report a complaint to the state head or the nodal officer.
Once escalated, the nodal officer will examine the same and offer a solution at the earliest.
Interaction with Customer
We realize that customer’s expectations or complaints can be better appreciated through personal interaction with the company’s staff. Structured customer meets are held at all the branches and their feedback/ suggestion for improvement of service are received warmly. The feedback thus received is used as a valuable input for revising product and services to meet future customer requirements.
Sensitizing Operating Staff on Handling Complaints
Our employees at all branches have been trained to handle complaints, and to deal with them without prejudice. The nodal officers ensure that the internal machinery for handling complaints operate smoothly and efficiently at all levels. The staff receives constant feedback on their approach. At the same time, the HR Department is given inputs on the training requirements for the staff at various levels.
CUSTOMER GRIEVANCE REDRESSAL MECHANISM
At Au Financiers (India) Limited, we believe in providing the best of services to our customers. We provide customers with easy access to information, products and services, as well as the means to get their grievances redressed. If at any stage, if a customer is not satisfied with the service given to him/her, he/she can to contact the Company.
After examining the matter, your grievance/complaint shall be resolved within 15 working days by us. If your complaint still remains unresolved and is not redressed within a period of one month, you may approach to the regulatory authority of Non Banking Financial Companies, i.e. Reserve Bank of India for redressal of your complaints at below address: The General Manager Reserve Bank of India Department of Non Banking Supervision, 3rd Floor, Ram Bagh Circle, Tonk Road Jaipur – 302 004 (Rajasthan)