GRIEVANCE REDRESSAL MECHANISM
GRIEVANCE REDRESSAL MECHANISM
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
TIME FRAME FOR RESPONSE
The turn-around time for responding to a complaint is as follows:
- Fraud, Legal and cases pertaining to business practices, lending and recovery and the same which need retrieval of documents and exceptionally old records: four Weeks.
- For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to
MECHANISM TO HANDLE CUSTOMER COMPLAINT/ GRIEVANCES
SERVICE TOUCH POINTS ARE AS INDICATED BELOW
Customers who wish to provide feedback or send in their complaint may use the following channels between 10:00 a.m. to 18:30 p.m. (Monday to Friday) and 10:00 a.m. to 17:00 p.m. on Saturdays, except public holidays.
Email us at Compliance@debtzee.com
The Company for this purpose, has framed different levels for addressing and solving the Customer’s grievance/ queries by appointing primary officer/ Compliance officer & Grievance Redressal Officer/ Nodal Officer, the details of which is indicated below:
Compliance & Grievance Redressal Officer
- Mr. Prashant M.
- Email: support@debtzee.com
- Phone: 7977012316
- Address: Shop-03 Rachana, Creative Plot-69G, SEC-21, Kharghar, Kharghar Panvel Raigarh (MH), Maharashtra.
The Primary Officer, so appointed by the Company shall take all necessary steps to redress and resolve the grievance and to send a response as soon as possible and, in any case, not later than a maximum period of two weeks.
ESCALATION MATRIX
In case the complaint is not resolved within the given time or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below –
Escalation to Management
If the customer is not satisfied with the resolution received, or if the customer does not hear from us within four weeks of the Compliant raised days, the customer can contact the following channel:
Chief Executive Officer
Shruti Mandapalli
Email: compliance@debtzee.com
An assurance is given to the customer that he would receive a response within 7 business days and due efforts will be taken to resolve the complaint well before that.
REPORTING TO BOARD OF DIRECTORS
The Summary of the customer grievance report along with its Status Report indicating the actions taken for resolution of the complaints, shall be placed before the Board of Directors for their review on annual basis by the Company Secretary / Compliance Officer of the Company. The report shall contain information like, the total no. of complaints received, disposed of and pending, with reasons thereof, which will be placed before the Board for information / guidance.