Kredtap
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Kredtap
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Customer service is extremely important for sustained business growth and as an organization, AG Startup Labs Private Limited ("Company") strives to ensure that our customers receive exemplary service across different touch points. This Grievance Redressal Mechanism aims at ensuring prompt redressal of customer complaints and grievances. It also deals with the issues relating to services provided by the outsourced agency/agencies.
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
Customers are treated fairly at all times.
Complaints are dealt with courtesy and in a timely manner.
Customers are informed of escalation avenues and their rights if not satisfied with resolution.
Employees work in good faith and without prejudice, towards the interests of customers.
Customers can raise/register complaint(s) in writing, containing the nature of grievance/deficiency, inter alia, about:
A complaint is not an enquiry, feedback or a request for data modification, or inquiry about loan products/schemes, interest rates or other requests/feedback which can be promptly clarified by Customer Care. Anonymous or incomplete complaints will not be addressed under this Grievance Redressal Mechanism.
The customer has a right to lodge/register their complaint if they are not satisfied with the services provided by the Company, or have a genuine ground for such complaint as indicated above.
While raising a complaint, the following information must be provided by the customer/complainant in writing (e-mail etc.):
Such complaints should be handled courteously, sympathetically and above all swiftly. Misbehavior/rude behavior with customers is treated at Zero Tolerance level and immediate action is to be taken. The Company, under no circumstances, tolerates misbehavior of any degree by any representative (payroll staff/outsourced).
The Company would be responsible for ensuring rectification of entry/transaction if it comes under its purview. If the Company investigates and finds that issues are due to any third party beyond its control/operations, the Customer Care executive will guide the customer and provide avenues to escalate the issue.
The Company has invested in a best-in-class CRM system to ensure timely resolution of grievances. The system captures complaints, follows TATs based on the nature of the query, and escalates issues based on predefined TATs and as per the escalation matrix.
Once captured in the CRM system, Customer Care will be responsible for resolution of complaint/grievance to the customer's satisfaction within a period of 14 working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible.
If the customer continues to remain dissatisfied with the resolution, they can escalate the issue through the grievance redressal mechanism as described in this document.
The Company will endeavor to send an acknowledgement within three working days of receipt of the complaint.
Periodic monitoring of complaints, TATs, and nature of complaints will be conducted to ensure that process loopholes, if any, are plugged and trends are checked.
Complaints should be resolved within a maximum of 30 working days from the date of receipt.
Some complaints may be complex in nature and may require additional time beyond 30 days. In such cases the Company shall inform the customer of the reasons for delay and provide expected timelines for resolution. Every effort will be made to resolve within the given timeframe.
Note: The above timeframe can change depending upon the nature and complexity of the complaint. The escalation grid for various types of complaints is available in the Annexure — Escalation Grid, and all departments/officials dealing with customer complaints are required to strictly adhere to it.
A Complaints Review Committee (comprising representatives from all key departments including the Customer Care department) reviews complaints on a quarterly basis. The committee reviews the process and suggests changes, if any, required to make the Grievance Redressal Mechanism more effective and robust.