The following document serves to provide the details of grievance redressal mechanisms for customers and the procedure the employees at ASIRVAD need to follow when such a complaint arises.
Mode of Complaints
Considering customer profile, their literacy level and vulnerability, ASIRVAD has identified various channels of sourcing customer complaints proactively
Customers can submit their written or verbal enquiries / complaints to any ASIRVAD staff who meets them at any forum such as center meetings, CGTs, GRTs and exit interviews, dedicated CGR phone number etc. These enquiries / complaints shall be forwarded to Divisional Helpdesk for further follow up and resolution. If any complaints are received during center meeting visit then visitor should update the same in Center Meeting Checklist, in the Divisional Helpdesk, which will investigate the issue with the assistance from DM’s and provide resolution to customer.
2. Customer walk-ins at branches/DOs:
3. Customer call-ins
Customer calls to CGR phone number – who will record the complaint, does follow ups and provides the resolution. Customer calls to Complaint Resolution Officer dedicated for collating the customer grievances– Customers can call or write to CRO to escalate their unresolved grievances
4. Whistle Blower
A Whistle blower is an ASIRVAD employee who gives complaint against a colleague who allegedly involved in prohibited activities and breaches code of conduct such as fraud, misappropriation of funds, unethical behavior, mistreatment of customers etc. A whistle blower would also be a customer who gives complaint against an employee or/and customer of ASIRVAD who allegedly involved in prohibited activities, mentioned above. In this regard, internal staff or customer of ASIRVAD can call Divisional office or Dedicated Whistle blower in charge and submit their complaint. Investigations will occur and appropriate actions will be taken. (Caller name will be kept confidential if requested).
However, the caller should have enough evidence on correctness of the customer grievance and should avoid raising unrealistic complaints. A whistle blower reporting unrealistic complaints shall not be punished if the complaint was raised with good intention and if there enough grounds to suspect a colleague. A staff reporting unrealistic complaints with a bad intention/motivation is liable to receive a disciplinary action i.e. oral warning on first instance and a written warning in case of repetition.
5.External Complaints :
Complaints received from (on behalf of customer or on the basis of public interest) general public & other stake holders such as Govt agencies, RBI, police, lawyers, industry ombudsman (AKMI & MFIN etc) & social activists will also be recorded at either branch level or divisional helpdesk level and provided with appropriate solutions. Hence, any staffs who receive complaints from such agencies should escalate them to Complaint Resolution Officer immediately.
Complaint Resolution Process & Documentation
CCRs and Divisional helpdesk will use the Helpdesk software solution for documenting and tracking customer grievances. In case branch does not have access to the software, branch should use a simple excel tracker to document and report customer complaints. The process to be followed by CRM and Divisional Helpdesk is given below.
|Step 1||Fill Excel Complaint Tracker and send to Divisional Helpdesk|
|Step 2||Helpdesk will fill the complaint in the software and provides CRM with reference number|
|Step 3||Helpdesk send complaint details to the “Owner” who will be responsible for resolution and keep Complaint Resolution Officer in Loop|
|Step 4||Helpdesk will log resolution details in Helpdesk software|
|Step 5||Helpdesk will convey resolution details to customer/CRM|
Turn-around Time: – All complaints will be resolved within 5 days unless and otherwise there is a reason for verification and enquiry.
If the complaint / dispute is not redressed by ASIRVAD within a period of one month, the customer may appeal to the Officer-in-Charge of the Divisional Office of DNBS of RBI – Chennai. Branch display on grievance redressal mechanism should also contain contact details of both ASIRVAD Complaint Resolution Officer and the Officer-in-Charge of Divisional Office of the RBI.
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: – Divisional Service Quality Team is responsible to call complainants on random sample basis to assess satisfactory and timely resolution of complaints.
FLOWCHART (General Process of Complaint Resolution)
All grievances will be segregated based on their severity and criticality. Severity here is defined as the intensity of loss to the customer and to the company. Grievances if necessary will be forwarded to concerned departments for further action.
The grievances of the customers will be categorized in three levels based on their severity. For example,
|Issue||Level 4||Level 3||Level 2||Level 1|
|Service Delays or Service Defects||Yes|
NOTE: This list will be amended as per need
LEVEL 4: Integrity Issues, Revenue loss, etc.
LEVEL 3: Disciplinary, Misbehavior concerns, Harassment etc.
LEVEL 2: Disbursements delays, loan application delays, center meeting delays, etc.
LEVEL 1: Others, such as Co-ordination concerns in customer’s group, centre, meeting place, etc.
All levels of grievances will be treated equally with the same sense of urgency and speed. However the resolution given and the action taken might vary depending on the severity.
Roles & Responsibilities
The following individuals and departments have tonus when a complaint is raised.
DISSEMINATION OF FPC & GRM GUIDELINES