Fina Light Microfinance
 

Client Protection Code

Client Grievance Mechanism

Policy Objective

To have an efficient and effective Grievance Redressal mechanism, establishing Light Microfinance Private Limited (“Light”) as an accountable, responsible and client friendly service provider.

Policy

Light has an efficient Grievance Redressal system for timely resolution of complaint which strives to address the satisfaction of the complainant.

Light has made a separate Grievance Redressal Cell and a dedicated 24 hours toll free helpline for this purpose.

Light ensures that all grievances are resolved within 30 days of reporting after which complainant has a right to plea to the Regional Office of DNBS, RBI.

Light ensures monthly verification of grievance report and audit check for maintaining the efficient redressal process.

Process

Company’s Grievance Redressal Mechanism is explained to prospective clients in detail during Mandatory Group Training (MGT)and it is verified during Group Recognizition Test (GRT).

Grievance Redressal helpline number (toll free) is mentioned on loan passbook and also displayed on all offices of Light.

Complainant can lodge the complaint by calling on dedicated toll free helpline.

Grievance Redressal Cell receives the complaint and provides assurance for timely resolution.

Helpline number is linked to 3(three) members of Grievance Redressal Cell in the order of priority. If the first person is not available to take the call it will automatically transfer to next person in the list.

All calls are recorded on online server and recordings are available for 9 months from the date of complaint and can be used for reference.

Grievance Redressal Cell to update the complaint details in Grievance Redressal MIS (Google Sheet) by next working day and Grievance Redressal Officer (GRO) to assign it to concerned person according to type and criticality of the complaint.

The assigned person must resolve the complaint with in stipulated time as mentioned in the escalation matrix (Annexure), after which it will be escalated to the next authority in the escalation matrix.

After resolution complainant should be immediately informed of the solution and status to be updated in Grievance Redressal MIS.

Grievance Redressal Cell to take the feedback from the client within 3(three) days from the resolving date and update feedback status in the MIS.

Monthly report to be generated and Internal Control and Audit team to verify it and checks for the reliability of the solution for future improvement.

All reports to be presented to the Board.