Basis

The Grievance Redressal Mechanism Policy has been drafted as per Directions issued by the Reserve Bank of India (RBI) on the Fair Practices Code for Non-Banking Financial Companies (NBFCs)

 

Introduction

Customer service is extremely important for sustained business growth and as an organization, we strive to ensure that our customers receive exemplary service across different touchpoints. 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 the future.

A) The Grievance Redressal policy follows the following principles:

B) Customers are treated fairly at all times

C) Complaints raised by customers are dealt with courtesy and in a timely manner

D) Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.

E) The employees work in good faith and without prejudice, towards the interests of the customers.

 

Grievance Resressal Mechanism

At Sunita Finlease Ltd. customer Delight is our priority and we are committed to provide our customers best in class Experience. Whilst all efforts are taken to give customers the best services to avoid any grievances the customers are intimated that they can record their grievances; if any; in person, writing or verbally.

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Time frame for Response

The turn-around time for responding to a complaint is as follows:

A)  Fraud, Legal and cases pertaining to business practices, lending decisions, credit management and recovery and the same which need retrieval of documents and exceptionally old records: Two Weeks.

B)  For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to. If any case needs additional time is required, the NBFC will inform the customer/regulator, requirement of additional time with expected time lines for resolution of the issue.

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Escalation Matrix

In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication. These modes will be adequately displayed on notice board of the Branch.

 

A) Designated officer as may be identified by senior management in each of its branch offices as Nodal officer (NO). His details are as follows:

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    Mr. Madhusudan Soni

    Email: nbfc@sunitaonline.com

    Sunita Finlease Ltd, GE Road , Opp. RKC, Raipur Chhattisgarh 492010

 

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B) If any customer is not satisfied with the resolution provided by the Nodal officer at the branch office, then escalation can be made to the Grievance Redressal Officer (GRO). His details are as follows:

 

    Mr. Suresh Jain

    Email : finance@sunitaonline.com

    Sunita Finlease Ltd, GE Road , Opp. RKC, Raipur Chhattisgarh 492010

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A) If any customer is not satisfied with the resolution provided by the Grievance Redressal officer at the branch office, then  escalation can be made to the NBFC Ombudsman at the below mentioned address:

    C/o Reserve Bank of India RBI Byculla Office Building Opp.

    Mumbai Central Railway Station Byculla, Mumbai-400 008

    STD Code: 022 Telephone No: 2300 1280 Fax No: 23022024

    Email : nbfcomumbai@rbi.org.in

 

 

The NO shall be responsible, inter alia, for representing the covered NBFC before the Ombudsman and the Appellate Authority under the Scheme. The NO appointed at the Head Office of the NBFC shall be responsible for coordinating and liaising with the Customer Education and Protection Department (CEPD), RBI, Central Office.

Monitoring the customer complaints register along with ageing analysis and complaints received from the Reserve Bank of India.

Resolution of Complaints The department heads are responsible jointly and severally for resolution provided by their teams and for closure of customer issues.