2. consumer grievance redressal policy - srg housing red… · srg housing finance ltd.: consumer...
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CONSUMER GRIEVANCE
REDRESSAL POLICY
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
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CONSUMER GRIEVANCE
REDRESSAL POLICY
Finance Ltd.: Consumer Grievance Redressal Policy
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CONSUMER GRIEVANCE
REDRESSAL POLICY
I Revision History
II Introduction
III Company’s Philosophy
IV Principles of Policy
V Key Elements
a. Mandatory Display Requirements
b. Complaint Registration
c. Escalation Mechanism
VI Consumer Grievance Redressal Cell
a. Internal Machinery to Handle Complaints/Grievances
b. Consumer Services at Branches/Centers
VII General
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
CONTENTS
Mandatory Display Requirements
Complaint Registration
Escalation Mechanism
Consumer Grievance Redressal Cell
Internal Machinery to Handle Complaints/Grievances
Consumer Services at Branches/Centers
Finance Ltd.: Consumer Grievance Redressal Policy
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CONSUMER
(The Policy is formulated as per directive of NHB)
I. REVISION HISTORY
REVISED/AMMENDED
(As approved by the Board of Directors of the Company in its 96
previously and further amended by the Board of Directors of the Company in 106
Directors held on 10th May, 2012. Further the board in its meeting held on 27.02.2014 reviewed the policy
in line with NHB Directions. Further Board of Directors in their meeting held on 25.05.2015 reviewed the
policy. Further Board of Directors in their meeting held on 13.07.2016 reviewed the policy. Further Board
of Directors in their meeting held on 16.03.2017 updated the policy.
meeting held on 24.10.2017 reviewed the policy
II. INTRODUCTION
The purpose of this document is to define the Consumer Grievance Redressal Policy (CGRP) for the
company in accordance with the NHB Directions for Housing Fin
and supposed to be updated on a regular basis. Any regulatory change that would impact the CGRP aspects
of the company would be reflected here.
This policy is aimed at minimizing instances of Consumers Complaints and
service, delivery and review mechanism and to ensure prompt Redressal of Consumer Complaints and
Grievances.
III. COMPANY’S PHILOSOPHY
SRG Housing Finance Limited (SRGHFL) (“the company”) believes in and complies with the prevalent CGRP
that are in line with the Directions provided by NHB to Housing Finance Companies. Considering the
importance of CGRP, the top management will be directly
related issues.
At SRGHFL, we would like to assure consumers of the best of our services at all times.
IV. PRINCIPLES OF POLICY
a. Employees works in good faith and without prejudice to the interest of consum
b. Consumers are treated fairly all the times.
c. All complaints are treated efficiently and fairly.
d. Complaints raised by Consumers are dealt with courtesy and on time.
e. Consumers are fully informed of avenues to escalate their complaints/grievances within
organization and their rights to alternative remedy, if they are not fully satisfied with response of
the company’s officials to their complaints.
V. KEY ELEMENTS
a. Mandatory Display Requirements
Company has formulated a standard code of conduct for
the ethics as well as code of conduct at work place and practices and procedures for dealing with
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
CONSUMER GRIEVANCE REDRESSAL POLICY
(The Policy is formulated as per directive of NHB)
(As approved by the Board of Directors of the Company in its 96th Meeting held on 07th December 2011
previously and further amended by the Board of Directors of the Company in 106th Meeting of the Board of
May, 2012. Further the board in its meeting held on 27.02.2014 reviewed the policy
urther Board of Directors in their meeting held on 25.05.2015 reviewed the
policy. Further Board of Directors in their meeting held on 13.07.2016 reviewed the policy. Further Board
of Directors in their meeting held on 16.03.2017 updated the policy. Further Board of Directors in their
meeting held on 24.10.2017 reviewed the policy)
The purpose of this document is to define the Consumer Grievance Redressal Policy (CGRP) for the
company in accordance with the NHB Directions for Housing Finance Companies. This is living document
and supposed to be updated on a regular basis. Any regulatory change that would impact the CGRP aspects
of the company would be reflected here.
This policy is aimed at minimizing instances of Consumers Complaints and grievances through proper
service, delivery and review mechanism and to ensure prompt Redressal of Consumer Complaints and
SRG Housing Finance Limited (SRGHFL) (“the company”) believes in and complies with the prevalent CGRP
that are in line with the Directions provided by NHB to Housing Finance Companies. Considering the
importance of CGRP, the top management will be directly involved in the various aspects of accounting
At SRGHFL, we would like to assure consumers of the best of our services at all times.
Employees works in good faith and without prejudice to the interest of consumers.
Consumers are treated fairly all the times.
All complaints are treated efficiently and fairly.
Complaints raised by Consumers are dealt with courtesy and on time.
Consumers are fully informed of avenues to escalate their complaints/grievances within
organization and their rights to alternative remedy, if they are not fully satisfied with response of
the company’s officials to their complaints.
Company has formulated a standard code of conduct for its Employees and Fair Practice code which defines
the ethics as well as code of conduct at work place and practices and procedures for dealing with
Finance Ltd.: Consumer Grievance Redressal Policy
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December 2011
Meeting of the Board of
May, 2012. Further the board in its meeting held on 27.02.2014 reviewed the policy
urther Board of Directors in their meeting held on 25.05.2015 reviewed the
policy. Further Board of Directors in their meeting held on 13.07.2016 reviewed the policy. Further Board
r Board of Directors in their
The purpose of this document is to define the Consumer Grievance Redressal Policy (CGRP) for the
ance Companies. This is living document
and supposed to be updated on a regular basis. Any regulatory change that would impact the CGRP aspects
grievances through proper
service, delivery and review mechanism and to ensure prompt Redressal of Consumer Complaints and
SRG Housing Finance Limited (SRGHFL) (“the company”) believes in and complies with the prevalent CGRP
that are in line with the Directions provided by NHB to Housing Finance Companies. Considering the
involved in the various aspects of accounting
Consumers are fully informed of avenues to escalate their complaints/grievances within the
organization and their rights to alternative remedy, if they are not fully satisfied with response of
its Employees and Fair Practice code which defines
the ethics as well as code of conduct at work place and practices and procedures for dealing with
consumers in fair manner.
All communication, material, product brochures, product and process information i
English Language. Wherever necessary, Local language and/or Hindi are used.
Company has displayed the name and contact details of its officers whom consumers may contact for
raising complaints in offices/branches.
Company has also displayed on its website the escalation process for consumer grievances along with
contact details.
If Consumer likes to share his/her valuable suggestion, opinion, experience, feedback or scope for
improvement on any of our services, we welcome them for
b. Complaint Registration:
A consumer has a right to register his complaint if he is not satisfied with the services provided by SRGHFL.
There are four main ways to complain - in person, by telephone, by mail/post or by e
Complaints received through all these channels must be handled efficiently and swiftly. If consumer’s
complaint is not resolved within the prescribed time frame or if he is not satisfied with the solution
provided by us, he can approach NHB with his compl
Consumers may register their complaint through :
� Call at SRG Housing Finance Limited (SRGHFL), 6 days a week between 10.30 am and 5.00 pm.
� For specific complaints pertaining to Loan Services, by writing to:
� Visit to SRG Housing Finance Limited (SRGHFL): Consumers can Visit our office(s) and log their
complaint in the complaint register maintained by the company (during working hours).
Consumer can Write in or meet our officials for ex
respond accordingly.
c. Escalation Mechanism
In the absence of any revert / unsatisfactory revert within 7 working days, a person may escalate his
complaint using below, based on his convenience:
• To escalate complaint in person
To redress the grievances, consumer may write to the designated senior officials at the address
below or on Company’s website, clearly stating the nature of their grievance along with necessary
documents, if any. A copy of the same will be returned to the
acknowledgment.
By visit or through letter:
To Manger/officer in charge,
SRG Housing Finance Limited
321 S.M. Lodha Complex, Near Shastri Circle
Udaipur (Rajasthan)-313001
Phone: 0294-2561882, 2412609
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
All communication, material, product brochures, product and process information is generally provided in
English Language. Wherever necessary, Local language and/or Hindi are used.
Company has displayed the name and contact details of its officers whom consumers may contact for
displayed on its website the escalation process for consumer grievances along with
If Consumer likes to share his/her valuable suggestion, opinion, experience, feedback or scope for
improvement on any of our services, we welcome them for their feedback.
A consumer has a right to register his complaint if he is not satisfied with the services provided by SRGHFL.
in person, by telephone, by mail/post or by e-mail/internet.
Complaints received through all these channels must be handled efficiently and swiftly. If consumer’s
complaint is not resolved within the prescribed time frame or if he is not satisfied with the solution
provided by us, he can approach NHB with his complaint.
Consumers may register their complaint through :
Call at SRG Housing Finance Limited (SRGHFL), 6 days a week between 10.30 am and 5.00 pm.
For specific complaints pertaining to Loan Services, by writing to: [email protected]
Visit to SRG Housing Finance Limited (SRGHFL): Consumers can Visit our office(s) and log their
complaint in the complaint register maintained by the company (during working hours).
Consumer can Write in or meet our officials for explaining the details concerned and he/she will
In the absence of any revert / unsatisfactory revert within 7 working days, a person may escalate his
complaint using below, based on his convenience:
complaint in person
To redress the grievances, consumer may write to the designated senior officials at the address
below or on Company’s website, clearly stating the nature of their grievance along with necessary
documents, if any. A copy of the same will be returned to the borrower with dated
321 S.M. Lodha Complex, Near Shastri Circle
2561882, 2412609
Finance Ltd.: Consumer Grievance Redressal Policy
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s generally provided in
Company has displayed the name and contact details of its officers whom consumers may contact for
displayed on its website the escalation process for consumer grievances along with
If Consumer likes to share his/her valuable suggestion, opinion, experience, feedback or scope for
A consumer has a right to register his complaint if he is not satisfied with the services provided by SRGHFL.
mail/internet.
Complaints received through all these channels must be handled efficiently and swiftly. If consumer’s
complaint is not resolved within the prescribed time frame or if he is not satisfied with the solution
Call at SRG Housing Finance Limited (SRGHFL), 6 days a week between 10.30 am and 5.00 pm.
Visit to SRG Housing Finance Limited (SRGHFL): Consumers can Visit our office(s) and log their
complaint in the complaint register maintained by the company (during working hours).
plaining the details concerned and he/she will
In the absence of any revert / unsatisfactory revert within 7 working days, a person may escalate his
To redress the grievances, consumer may write to the designated senior officials at the address
below or on Company’s website, clearly stating the nature of their grievance along with necessary
borrower with dated
• To escalate complaint through other medium:
• If a complaint has been received in writing from a consumer, Company shall
him/her an acknowledgment / response within
phone at company's designated telephone, the consumer shall be kept informed of the progress
within a reasonable period of time.
• We normally take up to seven working days to respond.
• The designated official will initiate necessary action making all efforts to resolve the same
expeditiously.
In case your complaint does not receive response from the company within reasonable time or is
dissatisfied with the response received, you may a
Housing Bank by lodging its complaints in Online mode at the linkhttps://grids.nhbonline.org.in OR in
offline mode by post, in prescribed format available at link http://www.nhb.org.in/Grievance
System/Lodging-Complaint-Against-HFCs
Cell, Department of Regulation & Supervision, National Housing Bank, 4th Floor, Core 5A, India Habitat
Centre, Lodhi Road, New Delhi -110003.
VI. CONSUMER GRIEVANCE REDRESSAL CELL
� Internal Machinery To Handle Complaints/Grievances
This committee is responsible for formulating the Comprehensive Policy incorporating issues such as of a
borrower for operations of his account, the product approval process and the annual survey of borrower
satisfaction. The Cell would also examine any ot
service rendered.
Company has formed a Consumer Grievance Redressal Cell consisting of the Managing Director/Director
and two other Senior Managers/officials. The Cell has the following functions:
• Regularly meet and review the position of complaints received and action taken on various
complaints.
• Formulate standard responses and corrective actions to reduce the incidence of complaints.
• Evaluate feedback on quality of consumer service received from
• Ensure that all the regulatory instructions regarding consumer services are followed.
• Review unresolved complaints/ grievances and offer their advice/ corrective actions.
• Monitor the type of Grievances/complaints received and put in place
practices to reduce complaints.
� Consumer services at Branches/Centres:
Each Centre/Branch would have a Consumer Service official. The functions of the official are:
• Meet selected Consumers on a regular basis, asc
levels rendered by the Centre/Branch.
• Ensure that all regulatory & internal instructions regarding Consumer service are followed by the
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
To escalate complaint through other medium: By e-mail: [email protected]
If a complaint has been received in writing from a consumer, Company shall endeavor
/ response within a stipulated time. If the complaint is relayed over
phone at company's designated telephone, the consumer shall be kept informed of the progress
within a reasonable period of time.
We normally take up to seven working days to respond.
The designated official will initiate necessary action making all efforts to resolve the same
In case your complaint does not receive response from the company within reasonable time or is
dissatisfied with the response received, you may approach the Complaint Redressal Cell of National
Housing Bank by lodging its complaints in Online mode at the linkhttps://grids.nhbonline.org.in OR in
offline mode by post, in prescribed format available at link http://www.nhb.org.in/Grievance
HFCs-NHB%E2%80%93Physical-Mode.pdf, to Complaint Redressal
Cell, Department of Regulation & Supervision, National Housing Bank, 4th Floor, Core 5A, India Habitat
110003.
REDRESSAL CELL
Internal Machinery To Handle Complaints/Grievances
This committee is responsible for formulating the Comprehensive Policy incorporating issues such as of a
borrower for operations of his account, the product approval process and the annual survey of borrower
satisfaction. The Cell would also examine any other issues having a bearing on the quality of Consumer
Company has formed a Consumer Grievance Redressal Cell consisting of the Managing Director/Director
and two other Senior Managers/officials. The Cell has the following functions:
Regularly meet and review the position of complaints received and action taken on various
Formulate standard responses and corrective actions to reduce the incidence of complaints.
Evaluate feedback on quality of consumer service received from various quarters.
Ensure that all the regulatory instructions regarding consumer services are followed.
Review unresolved complaints/ grievances and offer their advice/ corrective actions.
Monitor the type of Grievances/complaints received and put in place training and corrective
practices to reduce complaints.
Consumer services at Branches/Centres:
Each Centre/Branch would have a Consumer Service official. The functions of the official are:
Meet selected Consumers on a regular basis, ascertain their feedback & comments on the service
levels rendered by the Centre/Branch.
Ensure that all regulatory & internal instructions regarding Consumer service are followed by the
Finance Ltd.: Consumer Grievance Redressal Policy
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endeavor to send
a stipulated time. If the complaint is relayed over
phone at company's designated telephone, the consumer shall be kept informed of the progress
The designated official will initiate necessary action making all efforts to resolve the same
In case your complaint does not receive response from the company within reasonable time or is
pproach the Complaint Redressal Cell of National
Housing Bank by lodging its complaints in Online mode at the linkhttps://grids.nhbonline.org.in OR in
offline mode by post, in prescribed format available at link http://www.nhb.org.in/Grievance-Redressal-
Mode.pdf, to Complaint Redressal
Cell, Department of Regulation & Supervision, National Housing Bank, 4th Floor, Core 5A, India Habitat
This committee is responsible for formulating the Comprehensive Policy incorporating issues such as of a
borrower for operations of his account, the product approval process and the annual survey of borrower
her issues having a bearing on the quality of Consumer
Company has formed a Consumer Grievance Redressal Cell consisting of the Managing Director/Director
Regularly meet and review the position of complaints received and action taken on various
Formulate standard responses and corrective actions to reduce the incidence of complaints.
Ensure that all the regulatory instructions regarding consumer services are followed.
Review unresolved complaints/ grievances and offer their advice/ corrective actions.
training and corrective
Each Centre/Branch would have a Consumer Service official. The functions of the official are:
ertain their feedback & comments on the service
Ensure that all regulatory & internal instructions regarding Consumer service are followed by the
officials.
• Evaluate feed-back on quality of Consumer service received
• Identify & work on action steps to enhance the level of Consumer service offered by the Centers /
Branch offices.
The Complaints, analyses and action points thereon, would be shared with the Consumer Grievance
Redressal Cell’s members vide analyses and presentation to the Board.
VII. GENERAL
� Verify the details mentioned by the consumer by contacting them at their residence and / or on
business, telephone numbers and / or physically visiting his/her residence and/or business
addresses, through agencies appointed for this purpose, if deemed necessary by the Company.
� Consumer would be informed to co
his/her account and with the police/ other investigative agencies, if the Company needs to involve
them.
� The Company would advise the consumer that if he / she
responsible for all losses on his/her account and that if he/she act without reasonable care and this
causes losses, he/she may be responsible for the same.
� Company shall not discriminate on the basis of age, race, caste,
disability.
� In case of any doubt or mistake it can be brought to the notice of the company and if there is any
shortfall / mistake it will be rectified immediately.
The Company reserves to itself the right to
individual notice and such alterations /deletion/addition shall be binding.
--------------------------------
SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy
back on quality of Consumer service received from various quarters.
Identify & work on action steps to enhance the level of Consumer service offered by the Centers /
The Complaints, analyses and action points thereon, would be shared with the Consumer Grievance
ers vide analyses and presentation to the Board.
Verify the details mentioned by the consumer by contacting them at their residence and / or on
business, telephone numbers and / or physically visiting his/her residence and/or business
addresses, through agencies appointed for this purpose, if deemed necessary by the Company.
Consumer would be informed to co-operate if the Company needs to investigate a transaction on
his/her account and with the police/ other investigative agencies, if the Company needs to involve
The Company would advise the consumer that if he / she act fraudulently, he/she will be
responsible for all losses on his/her account and that if he/she act without reasonable care and this
causes losses, he/she may be responsible for the same.
Company shall not discriminate on the basis of age, race, caste, gender, marital status, religion or
In case of any doubt or mistake it can be brought to the notice of the company and if there is any
shortfall / mistake it will be rectified immediately.
The Company reserves to itself the right to alter/delete/add to these codes at any time without prior
individual notice and such alterations /deletion/addition shall be binding.
Managing Director
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Identify & work on action steps to enhance the level of Consumer service offered by the Centers /
The Complaints, analyses and action points thereon, would be shared with the Consumer Grievance
Verify the details mentioned by the consumer by contacting them at their residence and / or on
business, telephone numbers and / or physically visiting his/her residence and/or business
addresses, through agencies appointed for this purpose, if deemed necessary by the Company.
operate if the Company needs to investigate a transaction on
his/her account and with the police/ other investigative agencies, if the Company needs to involve
act fraudulently, he/she will be
responsible for all losses on his/her account and that if he/she act without reasonable care and this
gender, marital status, religion or
In case of any doubt or mistake it can be brought to the notice of the company and if there is any
alter/delete/add to these codes at any time without prior
Sd/-
Vinod K. Jain
Managing Director