Grievance Redressal Mechanism

The Company being a financial service provider, mainly to the undeserved segment of blue and white collar employees, believes that Customer-satisfaction effectively is the most important tool for its sustainable growth.This Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behaviour and easy access to transparent, speedy and efficient service to all Customers of the Company.

The contact details of Customer support is prominently displayed on the website of the Company [http://www.ekagratafinance.com/contact.html], its offices and on the platform through which the Company provides its financial services.

1. The Principle

The Grievance Redressal process of the Company follows the following principles:

  1. The Customers are treated fairly at all times.
  2. All the complaints, requests, queries received from Customers are responded with courtesy and in a timely manner.
  3. The Customers are fully informed of avenues to escalate their complaints/grievances within the Company, and their rights if they are not satisfied with the resolution of their complaints/grievances.
  4. The employees of the Company work in good faith and without prejudice, towards the interests of the Customers.

2.Grievance Redressal Mechanism

Complaints by a Customer shall be responded to in the below mentioned manner and timelines. However, there may be some complaints which require deeper analysis from all possible angles which may cause delayed resolution of the complaint. In such cases, the Company will try to resolve grievances at the earliest depending on the nature of the case. Such delay in addressing the complaint beyond the prescribed time limit shall be conveyed to the complainant along with reasons for the same.

    Step 1:

    In case the Customers have any query, grievance or request, he / she can write an email to us at support@ekagratafinance.com

    Immediate response shall be provided to the Customer depending on the nature of the grievance. The Customer will receive response within 3 working days if not responded immediately.

    Step 2:

    If the Customer (i) feels that his / her grievances have not been addressed or (ii) is not satisfied with the resolution received from above channels, or (iii) if the Customer does not hear from us within 3 working days from the complaint raised, the Customer can write to grievance officer details of which is given below:

    Name: Anjali Kumari
    Designation: Company Secretary
    Email: grievance@ekagratafinance.com
    Contact: 080-47185299

    The call facility is available from 10:00 a.m. to 18:00 p.m. (Monday to Friday) and 10:00 a.m to 17:00 p.m. on Saturdays, except public holidays.

    Step 3:

    If the Customer is not satisfied with the resolution received from the above channels, or if the Customer does not hear within 3 working days of the Complaint raised under Step-2 , the Customer can contact the following channel:

    Principal Noidal Officer
    Rahul Sekar
    Ekagrata Finance Private Limited, Nova Miller, 333 Thimmaiah road, Vasanth Nagar,
    Bangalore - 560052
    Email: nodalofficer@ekagratafinance.com
    Contact No. 08043718695

    The call facility is available from 10:00 a.m. to 18:00 p.m. (Monday to Friday) and 10:00 a.m to 17:00 p.m. on Saturdays, except public holidays.

    Step 4:
    Complaints to Ombudsman

    If the Grievance is not redressed within 30 days, or if the Borrower is not satisfied with the response so received, a complaint may be filed online on https://cms.rbi.org.in. Complaints can also be filed through the dedicated e-mail or sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format prescribed under the Ombudsman scheme which is available in https://www.ekagratafinance.com/ under disclosures. The process, complaints which maintainable and which are not maintainable etc all details in this regard may be referred from scheme aforesaid disclosed. A copy of the Ombudsman Scheme is available on the website of the Reserve Bank of India at www.rbi.org.in and also with our Nodal Officer.

3.Procedure of handling the customer grievances

  1. The query/request/grievance/feedback from Customers (“Communication”) may be received in writing or it can be received through our helpline number.
  2. The customer executive will record the Communication received from Customers.
  3. The customer executive will follow the standard operating procedure depending on the type of Communication received.
  4. The customer executive will attend to the Communication received from the Customer to the best of his/her ability.
  5. The Communication shall be addressed based on turnaround time, nature, ageing etc.

4.Reporting to the Board of Directors

  1. The summary of the Customer grievance report along with a status report indicating the actions taken for resolution of the Communication, shall be placed before the Board of Directors for their review on an annual basis by the Company Secretary / Compliance Officer of the Company.
  2. The report shall contain information like, the total number of complaints received, disposed off and pending, with reasons thereof, and which will be placed before the Board of Directors for information / guidance.