Approved by Board of Directors by circular resolution dated 29.10.2021
The purpose of the Policy is to define the Customer Grievance Redressal process for the Company in accordance with the National Housing Bank (“NHB”) Directions for Housing Finance Companies. This policy is aimed at minimizing instances of customer complaints & grievances through proper service delivery & review mechanism & to ensure prompt Redressal of customer complaints & grievances. The policy is based on the following principles:
SPHM has constituted a Customer Grievance Redressal Committee (CRGC) consisting of the Chief Executive Officer and two senior managers. Complaint Grievance Redressal Officer (CGRO) is appointed at HO shall report to CGRC and keep CGRC updated on grievance redressal at all times. The names and contact details of the members of the Customer Grievance Redressal Committee (CRGC) shall be displayed on the notice board and in this Policy (Please see Annexure 1).
The CGRC would have the following functions.
Review unresolved complaints/grievances and offer their advice/corrective practices to reduce complaints. Monitor the type of grievances/complaints received and put in place training and corrective practices to reduce complaints.
a). SPHM has a system and a procedure for receiving, registering and disposing of complaints and grievances in each of its offices.
b) SPHM operates in a decentralized manner with branches reporting to Areas and Areas reporting to a Region. Hence customers would normally approach the Branch offices for their grievance/complaint Redressal. Branch Manager shall be the first contact for consumer grievance at the Regional office level.
c) SPHM has appointed Complaint Grievance Redressal Officer (CGRO) at the Head Office. Customers may contact the CGRO in case their grievances/complaints remain unattended or are not attended satisfactorily. The CGRO at the Head Office would attend to complaints received at HO and take necessary action on the grievance/complaint after taking necessary inputs from the Branch Office. The CGRO would report to the CGRC.
d) SPHM provides regular training to its staff through internal communication for handling customer complaints.
It is SPHM’s endeavor to provide the best in customer service. All our products, services and policies are built around the core value of customer centricity. There can be instances where customers are not satisfied with the services provided. To highlight such instances and register a complaint, following escalation matrix is recommended:
Level 1 The customer may raise his / her complaint through a call on 0712-2585800 or by Email to email@example.com or write to the Branch Manager. The complaint will be addressed as soon as it is received.
Level 2 If the customer is not satisfied with the resolution provided or his/her queries is not solved within 7 days, Page 5 of 6 the customer may escalate to The Complaint Grievance Redressal Officer (CGRO) 142 Golcha House, New Colony, Byramji Town, Nagpur, Maharashtra 440001 Email :firstname.lastname@example.org
Level 3 If the customer is not satisfied with the resolution provided at Level 2 or his/her queries is not solved within 15 days, the customer may escalate to: The Chief Executive Officer 142 Golcha House, New Colony, Byramji Town, Nagpur, Maharashtra 440001. Email :CEO@sphm.co.in
Level 4 In case of non-addressal of the complaint to the customer’s satisfaction, within a reasonable time frame (within 30 days )from the date of initial complaint from the above quarters, the customer may approach the Grievance Redressal Department of National Housing Bank by lodging complaint in online mode at the link https://grids.nhbonline.org.in/ or may write to in offline mode by post, in prescribed format available at the link https://nhb.org.in/en/grievance-redressal-officer/
The Grievance Redressal Officer
National Housing Bank 4th Floor, Core 5A, India Habitat Centre, Lodhi Road. New Delhi - 110 003.
The complaint can also be e-mailed at email@example.com
The Board of SPHM shall periodically review the policy and functioning of the grievances redressal mechanism. SPHM shall abide by all guidelines, directives, instructions and advices of National Housing Bank as will be in force from time to time.
The Customer Grievance Redressal Committee at Swarna Pragati Housing Microfinance Private Limited is as follows:
|Mr. Prashant Banerjee||Chairpersonfirstname.lastname@example.org|
|Mr. Govindarajan Kannan||Memberemail@example.com|
|Mr. Rahul Bhagat||Memberfirstname.lastname@example.org|
|Ms. Meenakshi Dholwani Customer||Grievance