Basis

The Grievance Redressal Mechanism Policy has been drafted as per directions issued by the Reserve Bank of India (RBI) in the Master Direction – Reserve Bank of India (Non-Banking Financial Company– Scale Based Regulation) Directions, 2023 dated October 19, 2023 applicable to Non-Banking Financial Companies (NBFCs) and Reserve Bank - Integrated Ombudsman Scheme, 2021 dated November 12, 2021 (“Ombudsman Scheme”). 

 

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 and matrix 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.

 

 

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Grievance Redressal Mechanism

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A) At Sunita Finlease Limited (“NBFC”),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, or electronically through following Email id:

 

Email Id: nbfc@sunitaonline.com

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B) The grievance redressal mechanism provided in this policy is also applicable to any customer complaints against the services being provided by any of our outsourcing agencies. 

D) NBFC displays the name and contact details (Telephone/ Mobile nos. as also email address) of the Grievance Redressal Officer and Principal Nodal Officer prominently at their branches/places where business is transacted. The grievance redressal mechanism of the NBFC and the time frame fixed for responding to the complaints is also displayed on the NBFC's website.

 

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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 any other form of customer grievances not covered under clause A above: Two Weeks

C) 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 Grievance Redressal Officer (”GRO”). 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 GRO or does not hear within 7 days of writing to the GRO, then escalation can be made to the Principal Nodal Officer (NO). 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 the customer is not satisfied with the resolution provided by the Principal Nodal officer or the complaint is not resolved within 30 days of us receiving the complaint from the customer, then the customer can escalate the compliant to the RBI Ombudsman by lodging complaint on RBI CMS portal - https://cms.rbi.org.in or reach them on the dedicated e-mail id - crpc@rbi.org.in Or by sending complaint format provided under the Ombudsman Scheme at the below mentioned address: 

 

RBI Ombudsman,

Centralised Receipt and Processing Centre,

Reserve Bank of India, 4th Floor, Sector 17, 

Chandigarh - 160017

 

The Principal Nodal Officer shall be responsible, inter alia, for representing the covered NBFC before the RBI Ombudsman and the Appellate Authority under the Ombudsman Scheme. The Principal Nodal Officer of the NBFC shall be responsible for coordinating and liaising with the RBI Ombudsman, monitoring the customer complaints register along with ageing analysis and ensuring resolution of implementing any directions or 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.

 

Review and Monitoring

This policy will be subject to a periodical review of the compliance of the Fair Practices Code of the NBFC and the functioning of the grievances redressal mechanism of the NBFC at various levels of management. A consolidated report of such reviews may be submitted to the Board of Directors at regular intervals, as may be prescribed by it.