Grievance Redressal Policy

Overview

Collectius CMS India Private Limited, (“Company”) believes in conducting its affairs in a fair and transparent manner by maintaining the highest levels of integrity, honesty and ethical behavior while dealing with its customers (“Customers”).

In compliance with the guidelines issued by the Reserve Bank of India (“RBI”), as applicable to financial companies, for maintenance of an appropriate grievance redressal mechanism within the organization to resolve the complaints and grievances of its customers, the Company has formulated this Grievance Redressal Policy (“Policy”) setting out the procedure for receiving, registering and disposing of the complaints and grievances of the Customers with respect to the products and services of the Company (“Complaints”), including but not limited to the Complaints in relation to the services provided by the third party agents or business facilitators appointed by the Company for providing such services on behalf of the Company.

The policy aims to provide a fair, transparent, and efficient grievance redressal mechanism that ensures prompt resolution of grievances. Every grievance shall be disposed of within a period of thirty days of its receipt and a final reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing.

Objective

The objective of this policy is to:

  • Establish a structured framework for receiving, processing, and resolving grievances in a timely manner.
  • Ensure that all grievances are handled with professionalism, integrity, and empathy.
  • Provide a centralized system for monitoring and tracking the status of grievances.
  • Continuously improve the grievance redressal process based on feedback and analysis.

Who is responsible for Grievance Redressal?

The Grievance Redressal Committee will be responsible for addressing all the grievances submitted to the Grievance Officer. If the concerned employee is not satisfied with the decision of the Committee, the committee will refer cases to the Head of Operations and the Head of Operations shall address the grievance in such cases.

Grievance Redressal Process

The Company shall follow the following steps to address and resolve grievances:

Step 1: Receipt of Grievance:
  • The Customers who intend to file a Complaint, may file their Complaint with the Company by using any of the following channels between 09:00 am to 6:00 pm on any working day of the Company.

    Email at adarsh.c@collectius.com

    Call on +91-9948232454; or

    Write to the Company at the below mentioned address:

    Collectius CMS India Private Limited

    Plot No 7, 1st Floor Shilpa Enclave, Gafoor Nagar,

    Madhapur, Hyderabad, Telangana- 500081

  • Grievances should be accompanied by necessary details and supporting documents, if applicable.
Step 2: Grievance Processing and Investigation:
  • The COMPANY shall assign a unique grievance reference number to each complaint for tracking purposes.
  • Grievances shall be reviewed and investigated by a designated Grievance Redressal Officer (GRO) within 7 working days.
  • The GRO may seek additional information or documents from the complainant if necessary.
  • The COMPANY shall maintain confidentiality during the investigation process.
Step 3: Grievance Resolution:
  • The GRO shall make a fair and objective assessment of the grievance based on the available information.
  • The COMPANY shall aim to resolve grievances within a specified period, typically 30 days from the date of receipt.
  • If additional time is required for complex cases, the complainant shall be informed of the delay and provided with regular updates.
  • The COMPANY shall communicate the resolution to the complainant, either in writing or through an agreed-upon channel.
  • In case the grievance is found to be valid, appropriate corrective actions shall be taken promptly.
Step 4: Escalation and Appeal:
  • If the complainant is dissatisfied with the resolution provided, they may escalate the matter to a designated authority within the COMPANY.
  • The designated authority shall review the case independently and provide a final response within a reasonable time frame.
  • If the complainant remains dissatisfied with the resolution, they may have the option to approach relevant external authorities, as per applicable regulation.

Record Keeping Clause

The COMPANY shall aim for timely resolution of grievances. For this purpose, we use IC Business Manager to keep the call records. The system captures the complaints. Once it is captured, the customer service team is responsible for resolution of complaints to the customer’s satisfaction. However, if the customer continues to remain dissatisfied with the resolution, he can escalate the issue through grievance redressal mechanism as referred to above.

Redressal of the Complaints

  • The Customers are advised to file the Complaint by furnishing complete details of the same to the Company.
  • Upon receipt of the Complaint by the Company, the acknowledgement along with a complaint identification number and the details of the designated officer, who will be dealing with the Complaint, shall be provided to the Customer within 3 (Three) working days from the date of receipt of such Complaint.
  • The Company shall provide the necessary clarification / justification with respect to the Complaint, to the satisfaction of the Customer and take all appropriate measures to resolve the Complaint within 30 (Thirty) working days from the date of receipt of such Complaint.
  • In case any additional time is required for resolution of the Complaint, the Company shall inform the Customer about the requirement of such additional time along with the expected timelines for the resolution of such Complaint.
  • The Head of Operations of the Company shall ensure that all Complaints filed by the Customers are resolved within the stipulated time frame.
  • A record of all Complaints filed by the Customers and the response or resolution provided by the Company shall be maintained by the Company as per the Company’s policy formulated for document preservation and archival.

Communication and Awareness

The COMPANY shall ensure that customers, stakeholders, and employees are aware of the grievance redressal policy and the process to lodge grievances. Information regarding the policy, contact details of the Grievance Redressal Officer, and complaint channels shall be made easily accessible through appropriate communication channels

Review and Continuous Improvement

The COMPANY shall periodically review the grievance redressal policy, considering the feedback received from complainants, internal reviews, regulatory changes, and industry best practices. Necessary revisions and enhancements shall be made to improve the effectiveness and efficiency of the grievance redressal mechanism.

This Policy shall be subject to the applicable laws including but not limited to the rules, regulations, guidelines, directives, and instructions issued by the RBI, from time to time and shall supersede the earlier version of the Policy.

Confidentiality & Privacy Clause

This policy governs the collection, use and disclosure of sensitive personal data submitted to Collectius and summarizes how to handle personal data and comply with the requirements of the client and us internal policies. We do not disclose personal data to third parties during our course of work unless individual consent has been received or required by law.

Disclosure

This policy shall be uploaded on the website of the Company at www.collectius.in