Policy ID: PCI/POL/14/2026-27 • Version 1.0 Owner: Grievance Redressal Officer • Approver: Board of Directors Sources: RBC, IO • Review: Annual / regulatory change
Purpose and application
Applicants and customers, including complaints against agents/LSPs; external and internal Ombudsman coverage must be checked separately.
1. Accessible channels:- Accept complaints at branches and through published phone, email and website channels. Register a unique reference, receipt date, loan details and requested remedy. No charge shall be collected for grievance handling.
2. Escalation and timelines:- As Company service standards, acknowledge within two working days and aim to resolve within 15 days, with a final reasoned response within 30 days. Escalate unresolved matters from Branch Manager to GRO and CEO; urgent fraud/data issues shall be immediate.
3. Independent review:- Apply the 2026 Internal Ombudsman Directions only if eligibility is met. Covered rejected/partly resolved cases shall auto-escalate within 20 days, or early enough to allow the prescribed review period for time-bound complaints. IO shall not receive public complaints directly.
4. External remedy:- If a complaint is rejected, the reply is unsatisfactory or no reply is received within 30 days, explain applicable RBI Ombudsman/CMS access and limitation periods. If outside Scheme coverage, identify the appropriate RBI CEPC or lawful remedy; do not misstate coverage.
5. Reporting and correction:- Record findings, refunds, compensation and evidence of closure. Analyze complaint patterns monthly and report quarterly to the Board. Fill and publish actual GRO contacts before issue; annually review the policy and agent complaint arrangements.
Source codes are linked to the Reference Register. Read with the common implementation controls and relevant annexes. Applicable law and RBI Directions prevail.