Disha Microfin

 

 

Grievance Redressal Mechanism

 

Disha prides itself on an active grievance redressal mechanism that solicits feedback from customers and effectively addresses any queries or grievances that the customer may have. Our grievance redressal mechanism has been instituted with the firm belief that an active feedback system ensures not only customer delight and trust but also leads to compliant and efficient execution of business operations.

Disha follows a bottom-up approach to grievance redressal with active participation by the branches in grievance resolution. All our branches prominently display the Fair Practice Code and Code of Conduct in vernacular languages to educate and encourage our customers to approach branch staff with queries and grievances that they may have. The branches also display the central helpline number (079-40054005) / MFIN Toll free Number (18002700317) and the respective branch number for easy access by the customer. Customers can also lodge complaint on the mail ID- complaints.west@fincare.com. The mail ID is displayed at branches.

In addition to this all our branches are provided with a grievance/ complaints box with vernacular instructions on the usage of the box and the process of grievance resolution. The contact numbers of the branch, the branch manager and the central helpline number are also displayed on the loan cards and other product specific literature issued to the customer and customers are informed that if the complaint / dispute are not redressed within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI.

Queries or grievances raised at the branch level are addressed at the branch manager level and a speedy resolution found for the issue raised. Grievances unresolved at branch level is escalated to the head office and addressed by the grievance redressal officer. Any escalation above this is handled by a senior member of the management team.

Grievances registered through the complaints box skips the branch level monitoring and is directly sent, once a week, to the grievance redressal officer for resolution. Any escalated grievance is addressed by a senior member of the management team.

Our grievance redressal mechanism is designed as part of management policy and as such is monitored actively by the members of the board.

The Company has put in place the Board approved mechanism to resolve complaints as per the RBI guidelines in circular no. DNBS.CC.PD.No. 320/03.10.01/2012-13 dated February 18, 2013 and also appointed a Nodal Officer.

If the complaint / dispute is not redressed within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI as per contact details given below:

Officer-in-Charge:-

    In the state of Rajasthan
  • Regional Director for Rajasthan
  • Reserve Bank of India,
  • Rambagh Circle,
  • Tonk Road, P.B. No.12,
  • Jaipur-302 004.
    In the state of Madhya Pradesh
  • Regional Director for MP
  • Reserve Bank of India,
  • Hoshangabad Road, P.B. No.32,
  • Bhopal-462 011
    In the state of Gujarat
  • Genaral Manager Reserve Bank of India,
  • Department of Non Banking Supervision,
  • 1st Floor, Near Gandhi Bridge,
  • Ahmedabad-380014
  • Email ID:cepcahmedabad@rbi.org.in
  • Ph No :079 27540581