• Team-2
by satya.com

GRIEVANCE REDRESSAL MECHANISM

In the present competitive scenario, excellent customer services is an important tool for sustained business growth. Customer complaints are part of the business life in any corporate entity.

At Satya, customer services and satisfaction are our prime focus. We believe that providing prompt and efficient service is essential not only to attract new customers but also to retain existing ones. Satya has come up with a lot of initiatives that are oriented towards providing a better customer experience and an efficient complaints redressal mechanism with a view to providing enhanced experience to our customers.

In order to make Satya redressal mechanism more meaningful and effective, a structured system has been built. This system would ensure that the redressal sought is just fair and is within the given frame-work of rules and regulation.

Mechanism to handle customer complaints/grievance:-

Level 1:- At Branch Level, Customer can approach to Branch Head on their Mobile number or they can register their complaint in complaint register at branch office.

Level 2:- At Head Office Level, In case the compliant is not resolved within the given time or if he/she is not satisfied with the solution provided by Satya, then customer can approach to Complaints Redressal Officer as following channels between 9:00 am to 6:00 pm from Monday to Friday (except on national holidays).

  • Call our Grievance Redressal Officer on Toll Free Number 18001025644
  • Email us at grievance@satyamicrocapital.com
  • Write to us at the below mentioned address:

Satya MicroCapital Limited – Grievance Redressal Officer

DPT 519, DLF Prime Towers, Block-F, Okhla Phase-I, New Delhi-110020

We ensure a response to letters/emails received through this channel within 5 working days. If the complaints/dispute is not redressed within a period of given time frame, the customer may appeal to Officer-in-charge of the Regional Office of Department of Non-Banking Supervision of RBI under whose jurisdiction the registered office of the Satya falls. The details of DNBS is as given below

Dy. General Manager,
Department of Non-Banking Supervision(DNBS)
Reserve Bank of India,
6, Parliament Street, New Delhi-110001
Tel. No.: +91 011-23714456/0538
Email:- dnbsnewdelhi@rbi.org.in

Mandatory Display Requirements related to GRM


Satya has the following in all our branches:

  • Appropriate arrangement for receiving complaints and suggestions.
  • Display of the name, address and contact number of the Complaint Redressal Officer

The process of the complaints redressal unit will ensure closure of all the complaints to the customers’ satisfaction. They will ensure that the complaint is escalated to the appropriate levels in case it is not possible to resolve at his/her level. Whilst the ultimate endeavor is to ensure we reach a situation where our customers don’t have to complain to senior management to get an effective redressal, we have put in a robust mechanism to handle these complaints, review them from a point of view and understand the reasons for the complaint and for the escalation and working on prevention of recurrence thereof.

Time Frame

To register complaints, the customers may use any of the channels mentioned above (refer point(a) on Internal Machinery to handle the customer complaints). If the complaint has been received in writing, Satya will endeavour to send an acknowledgement/response within a week. Once the matter is examined, Satya endeavour to either send a final response to the customer or an intimation seeking more time within one month upon receipt of complaint.

Complaints that are received at our end will be seen in the right perspective and would be analysed from all possible angles. The communication of Satya stand on any issue will be provided to the customers. Complaints that require some time for examination of issues involved will be acknowledged promptly.

The aforesaid policy will be reviewed periodically/revised as and when there are many new changes incorporated by Satya in handling complaints/grievances of the customer which includes introduction of new grievance channels, if any.

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