Grievance Redressal Policy

The Customer Grievance Policy at Swarna Pragati Housing Microfinance Private Limited (SPHM or the Company) has been designed on the lines of the model policy for Consumer Grievance provided by the NHB. The policy has been formulated as per the instructions of National Housing Bank (NHB) to have a policy aimed at reducing customer dissatisfaction.

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:

  • Employees work in good faith and without prejudice to the interests of the customers.
  • Customers are treated fairly at all times.
  • All complaints are treated efficiently and fairly.
  • Complaints raised by customers are dealt with courtesy and on time.
  • Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with response of the branch to their complaints.

1.Mandatory display requirements

SPHM has formulated a Fair Practice Code for its employees which defines the ethics as well as lays down the code for conduct at the workplace.

  • SPHM has also formulated Fair Practice Code which defines the practices and procedures for dealing with customers in a fair manner.
  • All communication material, product brochures, products and process information is generally provided in English language. Wherever necessary local language and/or Hindi is used.
  • SPHM’s customers can inform their grievance at the respective Branch, Regional Office or at the Corporate Office and standard customer complaints registers are available across the Branch, Regional Offices. SPHM has also displayed at each Branch / Regional Office as well as on its website the escalation process for customer grievances along with contact details.

2. Consumer Grievance Redressal Committee

SPHM has formed a Customer Grievance Redressal Committee (CGRC) consisting of the CEO, CFO and Head – Internal Audit & Risk. The CGRC would have the following functions.

  • Regularly meet and review the position of complaints received and action taken on various complaints.
  • Formulate standard responses and corrective action to reduce the incidence of complaints.
  • Evaluate feed-back on quality of customer service received from various quarters.
  • Ensure that all regulatory instructions regarding customer service are followed.
  • 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
3.Complaints & Grievance 

A) SPHM has a system and a procedure for receiving, registering and disposing of complaints and grievances in each of its offices.
B) The Board of Directors has laid down the appropriate grievance redressal mechanism within the organization to resolve complaints and grievances. Such a mechanism ensures that all disputes arising out of the decisions of lending institution’s functionaries are heard and disposed of at least at the next higher level.
C) Customer is informed and also told where to find details of the Company’s procedure for handling complaints fairly and quickly.
D) If the customer wants to make a complaint, he/she is being told/ informed:

  1. How to do this
  2. Where a complaint can be made III. How a complaint should be made IV. When to expect a reply
  3. Whom to approach for redressal
  4. What to do if the customer is not happy about the outcome.
  5.  HFC’s staff shall help the customer with any questions the customer has.

E) If a complaint has been received in writing from a customer, SPHM shall endeavor to send him/her an acknowledgement / response within a week. The acknowledgement should contain the name & designation of the official who will deal with the grievance. If the complaint is relayed over phone at the Company’s designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.

F) After examining the matter, an SPHM representative shall send the customer its final response or explain why it needs more time to respond and shall endeavor to do so within six (6) weeks of receipt of a complaint and he/she should be informed how to take his/her complaint further if he/she is still not satisfied.

G) SPHM has publicized its grievance redressal procedure and ensures that it is specifically made available on its website. It shall clearly display in all its offices / branches and on the website that in case the complaint does not receive response from the company within reasonable time or is dissatisfied with the response received, the complainant may approach the National Housing Bank at the following address:-

National Housing Bank, Department of Regulation and Supervision, (Complaint Redressal Cell),

4 th Floor, Core 5A, India Habitat Centre,

Lodhi Road, New Delhi – 110 003.

The complaint can also be e-mailed at crcell@nhb.org.in

4. Resolution of Grievances

  • SPHM operates in a partnership model with NGO’s, the NGO’s reports to the Regional Offices and by directly lending through the staff of the branches. Hence customers would normally approach the NGO’s / staff of the branches and then to the Regional Office for their grievance/complaint Redressal. There would be an Office – in-Charge at the Regional office level and the office -in-charge (ROIC) shall be the first contact for consumer grievance at the Regional office level.
  • The ROIC shall endeavour to address the complaints at the Regional office itself.
  • ROIC may refer the case to CGRO for guidance /support.
  • There would be Customer Grievance Redressal Officer appointed at the Corporate Office. Customers may contact the CGRO in case their grievances/complaints remain unattended or are not attended satisfactorily. The CGRO at the Corporate Office would attend to complaints received at HO and take necessary action on the grievance/complaint after taking necessary inputs from the Regional Office. The CGRO would report to the CGRC.
  • Customers may also contact the CGRO directly, with their grievance /complaints.
  • SPHM endeavors to dispose off complaints within reasonable time and regular monitoring of ageing of the pending cases is being taken.
  • All written complaints are responded with action taken/clarification in writing to customers.
  • All complaints received at Corporate Office are being logged and monthly reporting of the status of the complaints/grievances is made to Risk Management /Grievance Committee with ageing of unattended complaints. Branch Offices / Regional offices shall also log in the complaints received and provide the redressal.
  • The Name and Contact details of the Officer –in- Charge at Regional Office level and CGRO at Corporate office level would be displayed at the place where it may be readily accessed by the Customer.
  • SPHM provides regular training to its staff through internal communication for handling customer complaints.

4.1 Grievances redressed through Legal Cell

In case the customer resorts to legal help and the complaint is received through his/her advocate, the same shall be redressed by the Legal Department and the legal department shall extend support by representing SPHM in police station and at various courts.

5. Escalation Matrix for Grievance Redressal

Every office of SPHM shall display the escalation matrix for grievance redressal. The structure of the escalation matrix is given below which may be updated from time to time with relevant changes. The concerned offices shall incorporate their address and contact details in the relevant place. The current escalation matrix is given in Annexure-1.

If you have any grievance / complaint, please approach:
BRANCH LEVEL

Branch Name Address Contact Details
Branch Manager’s <Concerned Branch Manager’s Name> and <Concerned Branch Manager’s
Name <Branch Address> Contact Number>
Area Manager’s Name <Concerned Area Manager’s Name> and < <Concerned  Area  Manager’s
Address> Contact Number>
REGIONAL OFFICE LEVEL
Name of the Regional <Concerned Regional Officer’s Name> <Concerned Regional Officer’s
Officer Contact Number and E-mail ID>
Address of the <Regional Office Address> <Concerned  Regional  Office
Regional Office Contact Number>
AT THE CORPORATE OFFICE LEVEL
Customer Grievance Customer Grievance Redressal Officer, grievance@sphm.co.in
Redressal Officer Swarna Pragati Housing Microfinance Pvt. Ltd., 0712-6656666
Name 142, Golcha House, New Colony, Byramji Town,
Nagpur – 440013, Maharashtra
Head – Internal Audit Mr. Srinivas B E-mail: grievance@sphm.co.in
& Risk Head – Internal Audit & Risk, Mobile No.:
Swarna Pragati Housing Microfinance Pvt. Ltd., +919607954708
142, Golcha House, New Colony, Byramji Town,
Nagpur – 440013, Maharashtra
Chief Executive Officer Mr. Amit Biswal E-mail: ceo@sphm.co.in
CEO, Mobile No.:
Swarna Pragati Housing Microfinance Pvt. Ltd., +91 9575900777
142, Golcha House, New Colony, Byramji Town,
Nagpur – 440013, Maharashtra

 

If you have not received response within a reasonable time or are dissatisfied with the response received you may approach the National Housing Bank at:

REGULATOR In offline mode by post, in prescribed format Online  mode  at  the  link
available  at  link  http://www.nhb.org.in/ https://grids.nhbonline.org.in
Grievance-Redressal-
System/LodgingComplaint-Against-HFCs-
NHB%E2%80% 93Physical-Mode.pdf to
Complaint Redressal Cell
Department of Regulation & Supervision,
National Housing Bank,
4th Floor, Core 5A, India Habitat Center,
Lodhi Road, New Delhi – 110003.
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