Grievance Redressal Policy
This Grievance Redressal Policy document is an electronic record in terms of the
Information Technology Act, 2000 and rules there under in force, and the
provisions pertaining to electronic records in various statutes as amended by the
Information Technology Act, 2000 from time to time. This electronic record is
generated by a computer system and does not require any physical or digital
signatures.
Introduction
AFG Business Solutions (India) Private Limited is a company, incorporated under
the provisions of the Companies Act, 2013 (hereinafter referred to as "the
Company").
The Company is, inter alia, engaged in the business of providing financial
technology solutions to the Customers / instalment solutions to the Customers, and
in providing the technology platform to enable the above.
The Company thus collaborates with lending partners and other companies to offer
various financial products through the it's apps and web-sites (herein after referred
to as "the Platform").
PURPOSE
We implemented this Grievance Redressal Policy (hereinafter referred to as "the
Policy") as providing high-quality services to Customers is the main goal of the
Company.
Complaints/grievances of the Customers are an integral part of communication with
the Customers and making our services better.
This Policy provides a detailed procedure how Customers` complaints/grievances
are handled and resolved by the Company.
The procedure includes a review mechanism that helps to resolve any issue
occurred.
MAIN PRINCIPLES
When resolving Customers` complaints/ grievances, the Company is governed by
such principles:
Customers` complaints/ grievances are reviewed and resolved in a timely manner.
1. No discrimination of the Customers on the basis of race, religion, gender etc.
2. Language and behavior used in communication with the Customers should be
polite, respectful, and non-threatening.
3. The Customers` privacy should be respected.
4. No unethical practices should be used when communicating with the
Customers.
SYSTEM OF REVIEW AND MONITORING
The Company uses the modern CRM system that helps to receive, review, answer
and control the Customers` complaints/ grievances.
Our employees regularly provide review and monitoring of complaints/ grievances
in order to improve our services.
GRIEVANCE REDRESSAL MECHANISM
The Company has two levels of complaints`/grievances` review.
The first level:
All types of complaints/grievances received from various channels (calls, e- mails
etc.) are referred to the Customer care employees of the Company (hereinafter
referred to as "the Customer Care") as per the grievance redressal procedure.
Any complaint/grievance may be submitted by one or several following ways:
•
By phone:
A Customer can call us at Customer Care 02268740470 between 9:00 am and 6:00
pm from Monday to Saturday.
•
By E-mail:
Please write to us at info@afgbusinesssolutions.in
•
By post:
Please send us a letter for the name of: AFG Business Solutions (India) Private
Limited to the address: Unit No. 323,
Omkar – The Summit Business Bay, Near PVR cinema, WEH Metro Station, Off.
Western Express Highway, Andheri (East). Mumbai – 400 093. Maharashtra.
INDIA
The Customer Care usually answer to any complaint within 5 days after the receipt
of such a complaint.
The complaint may be transferred by the Customer Care to the Grievance Redressal
Officer of the Company on official e-mail for taking necessary action if there is a
need.
In such case the time of response may take up to 30 (thirty) days.
The second level:
If the Customer is not satisfied with the response received from the Customer Care,
the Customer can write directly to the Grievance Redressal Officer of the Company
by filling out the form at the bottom this web-page or by sending his query by the
following means:
•
By post:
For the name of: AFG Business Solutions (India) Private Limited Attention: Shaista
Shaikh, Grievance Redressal Officer
Address: Unit No. 323, Omkar – The Summit Business Bay, Near PVR cinema,
WEH Metro Station, Off. Western Express Highway, Andheri (East). Mumbai –
400 093. Maharashtra. INDIA
•
By E-mail
E-mail: grievance@afgbusinesssolutions.in
Subject matter: Complaint/grievance regarding [indicate your specific subject in
short]
Attention: Shaista Shaikh, Grievance Redressal Officer
•
By phone
A Customer can call our Grievance Redressal Officer between 9:00 am and 6:00
pm from Monday to Friday.
Contact phone number: 912268492925
The time of response to complaint/grievance may take up to 30 (thirty) days.
Though the Company is not a regulated entity (RE), it partners with different REs,
and it is our duty to inform you of different ways to address your grievances. All
our partners, being Non-Banking Financial Companies have adopted the Scheme
launched by the RBI. You can find more on our Ombudsman Scheme page here.
This Policy may be revised and amended from time to time when Company
considers necessary, and shall be revised and amended based on changes in
regulatory guidelines.