Area of Application
This guideline applies to Company employees
This guideline applies to all the employees working for Bijay Finance and Investment Pvt Ltd (“Company”).
Home / Grievance Procedure
Grievance Redressal Mechanism
Bijay Finance and Investment Private Limited
Basis
RBI Fair Practices Code
The Grievance Redressal Mechanism Policy has been drafted as per Directions issued by Reserve Bank of India (RBI) on Fair Practices Code for Non-Banking Financial Companies (NBFCs).
Introduction
Customer Service & Complaint Handling
Customer service is extremely important for sustained business growth and as an organization we strive to ensure that our customers receive exemplary service across different touch points. Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
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Customers are treated fairly at all times.
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Complaints raised by customers are dealt with courtesy and in a timely manner.
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Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
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The employees work in good faith and without prejudice, towards the interests of the customers.
Definition
Terms Used in This Policy
The following terms are used in this policy with the meaning specified herein:
Bijay Financemeans “Bijay Finance and Investment Pvt Ltd” which is the Company.
“Board”shall mean the Board of Directors of the Company from time to time.
“Customers”means all Business entities, Body Corporate, Individuals and other financial intermediaries, who may avail financial and other facilities from the Company, as per the policies of the Company.
“Grievances”shall mean complaint, resentment, dispute, disagreement etc. arising out of the practices, procedures and codes, followed by the Company in its customer dealings.
Grievance Redressal Mechanism
Customer Delight Is Our Priority
At Bijay Finance Customer Delight is our priority and we are committed to provide our customers best in class Experience. Whilst all efforts are taken to give customers the best services to avoid any grievances, the customers are intimated that they can record their grievances; if any; in person, writing or verbally.
Time Frame for Response
Turn-Around Time
The turn-around time for responding to a complaint is as follows:
Two WeeksFraud, Legal and Cases pertaining to business practices, lending decisions, credit management and recovery and the same which need retrieval of documents and exceptionally old records.
Regulator TimelineFor all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to. If any case needs additional time, the company will inform the customer/regulator, requirement of additional time with expected timelines for resolution of the issue.
Mechanism to Handle Customer Complaints / Grievances
Escalation Levels
01
Level 1
Customers who wish to provide feedback or send in their complaint may use the following channels between 10:00 am to 18:00 pm (Monday to Friday) except public holidays.
Customer Service Helpline+91 76600 10000
Email us at compliancecontact@bijayfinance.com
Write to usBijay Finance and Investment Pvt Ltd
Plot No.2, Madhupala Enclave, Akbar Road
Bowenpally, Secunderabad – 500009.
Alternatively, the Customer can also visit the nearest Bijay Finance branches between 10:00 am to 18:00 pm (Monday to Friday) except public holidays.
02
Level 2
If a complaint is received in writing from a customer, Bijay Finance shall endeavor to acknowledge/ respond within ‘2’ weeks. The acknowledgement would contain the name & designation of the official who will deal with the grievance. If the complaint is relayed over phone at Bijay Finance Customer Service Helpline, the customer will be provided with a complaint number. If the resolution provided by the aforesaid channels are unsatisfactory, the customer may write to:
Ms. Vinitha, Head –Grievance Redressal Cell at:chiefmanager@bijayfinance.com
03
Level 3
If the resolution provided by Level 2 above is still unsatisfactory, then the customer may write to the Grievance Redressal Officer (“GRO”). The name and contact details of the GRO who the Principal Nodal Officer is also (“PNO”) is as follows:
Mr. P Venkata RamanaTel. No: 84980 88651director@bijayfinance.com
04
Level 4
If the customer is still not satisfied or the grievance is not redressed within a period of one month, then he/she may escalate his grievance to the regulator at the below address:
Dr. Singala SubbaiahChief General Manager and OmbudsmanC/o Reserve Bank of India,6-1-56 Secretariat Road, Saifabad, Hyderabad - 500 034STD Code: 040 Tel. No. 23210013crpc@rbi.org.in