Dhani Loans and Services Limited

(formerly Indiabulls Consumer Finance Limited)

(CIN:U74899DL1994PLC062407)

GRIEVANCE REDRESSAL POLICY

(Reviewed and Approved by the Board as on 24/04/2019)

The Dhani Loans and Services Limited (“DLSL”) as a service organization, imparting good  customer  service  and  enhancing  level  of  customer  satisfaction  is  our  prime concern. Providing prompt and efficient service is essential to attract new customers, as  well  as  to  retain  existing  ones.  We  believe  that  increase  in  market  share  and building  brand  value  is  possible  only  by  providing  quality  service  in  the  shortest possible time ensuing prompt redressal of customer complaints and grievances.

Our policy on grievance redressal follows the under noted principles:

  • Customers shall be treated fairly at all times.
  • Complaints raised by customers are dealt with courtesy and without undue delay.
  • Grievances  of  pensioners,  physically  challenged  and  senior  citizens  are  dealt with on priority basis.
  • Customers 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 the response of the company to their complaints.
  • All complaints to be dealt efficiently and fairly as otherwise they can damage our reputation and business.
  •  Our employees would work in good faith and without prejudice to the interest of the customers.

In order to make Grievance Redressal Mechanism more meaningful and effective, a structured system has been built up towards such an end. This system would ensure

The   review   mechanism   for   grievance   redressal   should   help   in   identifying shortcomings in product features and service delivery.

This DLSL grievance redressal policy aims at ensuing prompt redressal of customer complaints and grievances. It also deals with the issues relating to services provided by the outsourced agency that the redressal sought is just and fair, and is within the given frame-work of rules and regulation.

However in relation to grievance redressal procedures, we have a dedicated email id displayed on our website to lodge any grievance by any customer if they want to do so – grievance@dhani.com.

1. A complaint is an expression of dissatisfaction made to an organization, related to its products, or services, or the complaints’ handling process itself, where a response or resolution is explicitly or implicitly expected.

The reason for customer complaint can be divided into two main categories:

  • The behavioural aspects in dealing with customers.
  • Inadequacy of the working/operations or gaps in standards of services expected and actual services rendered.

The  customer  has  a  right  to  register  his  complaint  if  he  is  not  satisfied  with  the services  provided.  There  are  four  ways  to  lodge  a  complaint  –  in  person,  by telephone,  by  mail/post  or  by  e-mail/internet.  Complaints  received  through  all  of these channels must be handled efficiently and swiftly. If customer’s complaint is not resolved within the prescribed time frame or if he is not satisfied with the resolution provided by us, he can also approach the office of Non-Banking Ombudsman set up by RBI with his complaint.

 

2.Internal machinery to handle customer complaints/ grievances:

2.1. Complaint Registration:

A customer may lodge a complaint on phone, in writing or through electronic means, if he/she is not satisfied with the services provided by DLSL.

Arrangements for receiving complaints and suggestions are given hereunder. Customer  can  also  call  through  below  mentioned  help  line  nos  to  register  his/her complaint or he/she may further escalate concern as per matrix given in Annexure-

Escalation  Grid. Whenever  a  complaint  call  or  mail  is  received,  sender  receives  a response back within three working days acknowledging his/her complaint.

 Helpline  Numbers  are:

You can reach out to our customer service centre between 8:00AM to 8:00PM

Dhani Loans – 0124-6165722

Dhani Credit Line – 0124-6165722

Further  whenever  any complaint  is received  in the form  of  a hardcopy i.e. through any letter etc, same is recorded in a register. In all such cases, our representative calls/contact customer at the earliest to find out the exact nature of his/her complaint.

In   relation   to   all   complaints   received   through   regulators,   we   record   all   such complaints in a complaint register. After receiving and recording such complaints our representatives contact clients and also find out the facts of the complaint to resolve them on urgent basis.

2.2 Complaints in Person:

A Complaint  book  is  available  at  the  branches. A customer  can  obtain  it  from  the branch and record his/her grievances therein.

Customer   may   use   complaint/visitors   book   kept   at   branch   for   any  feedback/ suggestions for improvement in our products and services.

2.3 Call Centre:

Complaints can also be lodged at DLSL’s Call Centre on below mentioned nos

 Helpline  Numbers  are:

You can reach out to our customer service centre between 8:00AM to 8:00PM

Dhani Loans – 0124-6165722

Dhani Credit Line – 0124-6165722

Whenever  a  complaint  call  is  received,  sender  receives  a  reply  back  confirming acknowledgement of his complaint.

2.4 Complaints through mail/e-mail:

Customer can also submit complaint by post or through e-mail. Complaints received by e-mail shall be acknowledged by e-mail. Whenever a complaint call is received, sender   receives   a   reply   back   confirming   acknowledgement   of   his   complaint.

Complaints can also be lodged at DLSL’s e-mail id:  grievance@dhani.com.

3.Resolution of Grievances:

3.1 Grievances related to attitudinal aspects:

Such  complaints  should  be  handled  courteously,  sympathetically  and  above  all swiftly.  Misbehaviour/rude  behaviour  with  customers  be  treated  at  Zero  tolerance level and immediate action is to be taken.  DLSL,  under  no circumstances, tolerate misbehaviour of any degree by staff members.

3.2 Grievances relating to transactions /operations:

Primarily,  branch  is  responsible  for  the  resolution  of  complaints/grievances  in  this category. Branch would be responsible for ensuring rectification of entry / transaction or  satisfaction  of  customers.  It  is  the  foremost  duty  of  the  branch  to  see  that  the complaint is resolved to the customer’s satisfaction and if he is not satisfied, then to provide him with alternate avenues to escalate the issue.    In case, it is not getting resolved    at    branch   level,    they    can   refer    the   case   to   Head    Office    for guidance/resolution.

3.3       In  case  customer  is  unhappy  with  the  service  or  redressal  provided  by  the DLSL,  he/she can also approach the office of Non-banking Ombudsman set  up by RBI for redressal. The contact details are displayed at each branch.

3.4    Any person who has a grievance against the Company on any one or more of the grounds mentioned in Clause 8 of the Ombudsman Scheme for NBFCs issued by RBI  on February 23rd,  2018    (for    details visit https://rbidocs.rbi.org.in/rdocs/Content/PDFs/NBFC23022018.pdf)  ,  may  himself  or through his authorised representative (other than an Advocate), make a complaint to the  Ombudsman  within  whose  jurisdiction  the  Branch/  Registered  Office  of  the Company falls. The address and area of operation of Ombudsman is annexed to the policy and displayed at each branch.

4.Time frame:

Complaints are to be seen in the right perspective because these indirectly lead to continuous improvement in the working of the Company. Complaints received would be   analyzed   from   all   possible   angles.   DLSL   will   endeavour   to   send   an acknowledgement within three working days of receipt. Complaint should be resolved maximum within 30 working days from the date of receipt.

Time matrix for dealing complaint redress process with escalation matrix for various natures    of    complaints    has    been    given    in    Annexure-    Escalation    Grid. Departments/officials  dealing  with  the  customer  complaints  are  required  to  strictly adhere to the same.

Periodical MIS on complaint is generated and circulated amongst the senior officials of the Company for their knowledge and further instructions, if any.

5.Review Mechanism

5.1  Customer  Service  Review  by  Customers’  Grievance  /  Risk  Management Committee

There is a specific service committee of the Management which periodically reviews major  areas  of  customer  grievances  and  measures  taken  to  improve  customer service.

The committee would also consider unresolved complaints/grievances and may offer its advice.

5.2 Nodal Officer for the purpose of Grievances as per Ombudsman Scheme:

Aggrieved customers can write directly to the Principal Nodal Officer regarding their grievances at the following address:

To,

Mr. Sanjeev Kashyap

Chief Compliance Officer

Dhani Loans and Services Limited

Indiabulls House,

448-451, Udyog Vihar,

Phase-V, Gurugram- 122016 (Haryana) Ph.: 0124-6037111

Email: nodal@dhani.com

6.Mandatory Display Requirements:

  • DLSL provides:
  • Appropriate arrangement for receiving complaints and suggestions.
  • The name, address and contact number of Nodal Officer / Branch Heads.
  • Code of DLSL’s commitments to customers/Fair Practice code. .
  • Salient features of Ombudsman Scheme and the name and contact details of the Ombudsman, who can be approached by the customer
  • Display  of  comprehensive  notice  board/Booklet  containing  policies,  documents advised by RBI and other authorities etc. relating to customer services for his/her information in Branches.

7.Interaction with customers:

The  DLSL  recognizes  that  customer’s  expectation/requirement/  grievances  can  be better appreciated through personal interaction with customers by their staff. Many of the  complaints  arises  on  account  of  lack  of  awareness  among  customers  about services offered and such interactions helps customers to avail such services and it reduces the no of queries/complaints at later stage.

8.Sensitizing operating staff    for    improvement    in    service    &    handling complaints:

8.1  Complaints  occur  very  often  due  to  lack  of  knowledge  and  awareness  of  the products  and  services.  The  Nodal  Officer  is  required  to  give  feedback  on  training

needs of staff at various levels to the Central Training Centres.

8.2  DLSL    deal  with  customers  from  different  segments,  which  may  give  rise  to difference  of  opinion  and  areas  of  friction.  To  deal  with  customers  with  a  positive attitude and a customer friendly behaviour, the selection of front line staff should be carefully done. With an open mind and a smile on the face, staff should be able to win  the  customer’s  confidence.  Imparting  soft  skills  required  for  handling  irate customers,  should  be  an  integral  part  of  the  training  programs.  It  would  be  the responsibility of the Nodal Officer to ensure that the internal machinery for handling complaints/grievances operates smoothly and efficiently at all levels.

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