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Grievance Redressal Mechanism

 

Grievance Redressal Mechanism for customers and the procedure which the employees at JAGARAN need to follow when such a complaint arises are stated below. 

MODE OF COMPLAINTS 

Considering customer profile, their literacy levels and vulnerability, JAGARAN has identified various channels of sourcing customer complaints proactively. 

Customer Enquiries / Complaints received at field

Customers can submit their written or verbal enquiries / complaints to any Jagaran staff who meets them at any forum such as center meetings, CGTs, GRTs, exit interviews and centre leader’s meetings etc. These enquiries / complaints shall be forwarded to Branch Manager / Assistant Branch Manager of the branch or Grievance Redressal Cell of H.O. if needed, for further follow up and resolution. 

Customer walk at branches: 

  1. Verbal Complaints – BM / ABM or RO will record the complaints and provide the solutions 
  1. Written Complaints – Customers can obtain Complaint Forms and fill their complaint details (branch staff will assist if customer is not literate). All written complaint forms shall be sent to Grievance Redressal Cell of Head Office through post/courier. Branches should keep minimum 2 hard copies of customer complaint forms. 

Borrower Calls - : 

Borrower calls to branch’s phone number – BM/ABM or RO of the branch will record the complaint, do follow ups and provide the solution. 

Customer calls to Grievance Redressal Cell Number – Helpdesk representatives will record the complaint, escalate to supervisors who can resolve problem and provides customer with solution.

If the solution of the complaint is not provided within 30 days the customer may escalate it to The Officer In charge , Regional Office, Department of Non-Banking Supervision, Reserve Bank Of India, 15 N.S. Road, Kolkata -700001. 

COMPLAINT RESOLUTION PROCESS & DOCUMENTATION 

  1. Turn- around Time: -

All complaints will be resolved within specified time at each level mentioned herein below: 

  • Branch level – BM/ABM &R.O. – 2 working days
  • Head Office Level - Help Desk:- 3 working days
  • Grievance Redressal Cell – 5 working days 
  1. b) Escalation:- 

All complaints which are not resolved within 3 working days from receipt of customer complaint by BM/ABM or R.O. should be escalated to Grievance Redressal Officer of the Head Office. Grievance Redressal Officer should provide the resolution to customer within 5 working days from the receipt of the complaint. Any delays in this regard should be escalated to the MD/CEO of the company. 

  1. c) Assessing completeness of resolution: - 

Repeated Complaints: - Each time a customer calls, there must be check to determine whether the call is regarding a new issue or a “follow up” call. Each personnel who receive the complaint must ensure that a follow up call can be traced back to the original call using the call reference number or the customer details. There must be immediate action and resolution sought in case of repeated complaints Cross Check. 

GRIEVANCE REDRESSAL PROCEDURE 

Customers who wish to send their complaint/feedback over any issue can use the following channels within 10.00 am &  6 pm on Working days. 

LEVEL 1: 

Members can call the Relationship Officer/Branch Manager at (Local Branch Contact number) 

LEVEL 2: 

If any customer is not satisfied with the response received at the branch level or if she doesn’t receive a response within 2 days from branch, she is requested to call /contact our Nodal Officer/Help Desk at Head Office to register her complaints as mentioned hereunder: 

Toll Free Number: 18003450100

                      Or

Land Line Number: 033-22628207 

LEVEL 3: 

If any customer is not satisfied with the response received from Nodal Officer or Help Desk within 3 days then she can escalate the matter to Grievance Redressal Officer. The contact number is mentioned here under: 

Contact details of Grievance Redressal Officer as under:

Grievance Redressal Officer

Jagaran Microfin Pvt Ltd

38 Hemanta Basu Sarani, 5th Floor

Kolkata -700 001

Contact Number: +91-8017523771

Email: customercare@jagaranmf.com 

Level 4: 

MFIN Toll Free Number: 18002700317 

Level 5: 

Department of Non Banking Supervision , RBI

5th Floor, 15, N.S. Road,

Kolkata-700001.

 

Current Out Reach

 Key Operational Statistics as of 28th Feb 2019.
 Gross Loan Portfolio (Rs. Cr.)    373.06
 BC Portfolio (From IDBI Bank)(Rs.Cr.)      19.11
 No. of States             5
 No. of districts           27
 No. of Branches         115
 No. of Active members 2,94,103
 Loan Amount Disbursed (Rs. Cr) during this period of 2018-19    512.44
 Average O/S Loan (INR)    17,485
 Regular Repayment Rate   99.79%
 Number of Employees         670

Ratings and Grading

Agencies

Rating / Grading Month

Rating / Grading / COCA

Rating / Grading / Score

ICRA

May, 2018

Rating

BBB-/Stable

CARE

May, 2018

Rating

BBB-/Stable

SMERA

August, 2018

Grading

M2

SMERA

August, 2018

COCA

C2

Our Philosophy

Service Excellence: Provide unfailing service at the right place and at the right time.

Product Offering: Listen to the market and offer practical solutions.

Support and Guidance: Understand problems and assist members whenever required.

Copyright © 2017-18 : Jagaran Microfin Pvt. Ltd. | All Rights Reserved