2. consumer grievance redressal policy - srg housing red… · srg housing finance ltd.: consumer...

SSSSSSSSRRRRRRRRGGGGGGGG HHHHHHHHOOOOOOOOUUUUUUUUSSSSSSSSIIIIIIIINNNNNNNN

CONSUMER GRIEVANCE

REDRESSAL POLICY

SRG Housing Finance Ltd.: Consumer Grievance Redressal Policy

NNNNNNNNGGGGGGGG FFFFFFFFIIIIIIIINNNNNNNNAAAAAAAANNNNNNNNCCCCCCCCEEEEEEEE LLLLLLLLIIIIIIIIMMMMMMMMIIIIIIIITTTTTTTT

CONSUMER GRIEVANCE

REDRESSAL POLICY

Finance Ltd.: Consumer Grievance Redressal Policy

Pa

ge1

TTTTTTTTEEEEEEEEDDDDDDDD

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


CONTENTS

Mandatory Display Requirements

Complaint Registration

Escalation Mechanism

Consumer Grievance Redressal Cell

Internal Machinery to Handle Complaints/Grievances

Consumer Services at Branches/Centers


Pa

ge2

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


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


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)


company in accordance with the NHB Directions for Housing Finance Companies. This is living document


of the company would be reflected here.

This policy is aimed at minimizing instances of Consumers Complaints and grievances through proper




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


the company’s officials to their complaints.

Company has formulated a standard code of conduct for its Employees and Fair Practice code which defines



Pa

ge3

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


r Board of Directors in their


ance Companies. This is living document


grievances through proper




involved in the various aspects of accounting

Consumers are fully informed of avenues to escalate their complaints/grievances within the


its Employees and Fair Practice code which defines


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


All communication, material, product brochures, product and process information is generally provided in

English Language. Wherever necessary, Local language and/or Hindi are used.


displayed on its website the escalation process for consumer grievances along with


improvement on any of our services, we welcome them for their feedback.


in person, by telephone, by mail/post or by e-mail/internet.



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


Consumer can Write in or meet our officials for explaining the details concerned and he/she will


complaint using below, based on his convenience:

complaint in person



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


Pa

ge4

s generally provided in


displayed on its website the escalation process for consumer grievances along with



mail/internet.



Call at SRG Housing Finance Limited (SRGHFL), 6 days a week between 10.30 am and 5.00 pm.

[email protected]

Visit to SRG Housing Finance Limited (SRGHFL): Consumers can Visit our office(s) and log their


plaining the details concerned and he/she will




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


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


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


dissatisfied with the response received, you may approach the Complaint Redressal Cell of National


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


110003.

REDRESSAL CELL

Internal Machinery To Handle Complaints/Grievances



satisfaction. The Cell would also examine any other issues having a bearing on the quality of Consumer


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:


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


Pa

ge5

[email protected]

endeavor to send

a stipulated time. If the complaint is relayed over


The designated official will initiate necessary action making all efforts to resolve the same


pproach the Complaint Redressal Cell of National


offline mode by post, in prescribed format available at link http://www.nhb.org.in/Grievance-Redressal-

Mode.pdf, to Complaint Redressal




her issues having a bearing on the quality of Consumer


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


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.

--------------------------------


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 /


ers vide analyses and presentation to the Board.

Verify the details mentioned by the consumer by contacting them at their residence and / or on



Consumer would be informed to co-operate if the Company needs to investigate a transaction on


The Company would advise the consumer that if he / she act fraudulently, he/she will be


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

--------------------------------*End of Document*--------------------------------------


Pa

ge6

Identify & work on action steps to enhance the level of Consumer service offered by the Centers /


Verify the details mentioned by the consumer by contacting them at their residence and / or on



operate if the Company needs to investigate a transaction on


act fraudulently, he/she will be


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

2. consumer grievance redressal policy - srg housing red… · srg housing finance ltd.: consumer...

Documents