1. Purpose and Objective

Sribalaji Callnet Pvt Ltd is committed to maintaining high standards of service to its customers. We recognize that grievances are a natural part of any service-oriented business and are dedicated to addressing and resolving customer complaints with efficiency, fairness, and transparency. This policy outlines the mechanism for addressing complaints related to our financial products, including credit cards, loans, and customer support.

2. Scope of the Policy

This policy applies to all customers of Sribalaji Callnet Pvt Ltd who experience issues or dissatisfaction with our services, including but not limited to:

• Credit card-related services (issuance)
• Loan-related services (application, approval, disbursement, etc.)
• Customer support assistance (phone, email, or in-person support)
• Inaccurate, misleading, or inappropriate communication from our agents
• Any service failures or delays in providing promised services

3. Types of Grievances Covered

• Product-Related Grievances: Issues with credit card services, loan processing, terms and conditions, interest rates, etc.
• Customer Service-Related Grievances: Unresolved queries, inappropriate behavior, or delays in service provision.
• Billing Discrepancies: Errors in billing, charges, fees, or account balances.
• Unauthorized Transactions: Complaints regarding fraud, unauthorized transactions, or security breaches.
• Agent Conduct: Miscommunication, improper conduct, or harassment by in-house agents during phone calls or physical interactions.
• Service Delays: Delays in credit card issuance, loan disbursal, or resolution of service requests.

4. Grievance Registration Process

Customers can register their grievances using the following channels:

• Phone: Call our Customer Service Department at 9654680119 available Monday to Friday between 9:00 AM and 6:00 PM.
• Email: Send an email to grivance@balajicallnet.com, detailing the issue along with relevant documents, if applicable.
• Online Portal: Visit our website at balajicallnet.com/grivance and submit the grievance via the dedicated grievance registration form.
• SMS: Send a message to 9654680119 with a brief description of the grievance, and our team will get back to you.
• In-Person: Visit our customer support center at No 57/A, Neelam Bata Rd, AC Nagar, New Industrial Township, Faridabad, Haryana 121001 during business hours for assistance.

5. Acknowledgment of Grievance

Upon receiving a grievance, the customer will receive an acknowledgment via email or SMS within 48 hours, confirming that the grievance has been registered and is being processed.

6. Investigation and Resolution Timeline

• Initial Response: Our team will initiate an investigation into the grievance within 3 business days of receiving it.
• Resolution Timeline: We aim to resolve the grievance within 15 business days. If the grievance requires further investigation or involves third-party involvement, customers will be kept informed of the progress.
• Escalation Process: If the grievance is not resolved to the customer’s satisfaction within 15 business days, it will be escalated to a senior management team or the grievance redressal officer.

7. Grievance Redressal Officer (GRO)

Sribalaji Callnet Pvt Ltd designates a Grievance Redressal Officer (GRO) who is responsible for overseeing the grievance resolution process. The GRO can be contacted directly at:

• Name: Madhav Kumar
• Email: Madhavkumar@balajicallnet.in
• Phone: 6204738257

8. Escalation Process

In case a customer is not satisfied with the resolution provided by the first level of support, the grievance can be escalated further:

• Stage 1 – Senior Manager: The grievance will be referred to a Senior Manager for further review. This process should take no longer than 7 additional business days.
• Stage 2 – Grievance Redressal Committee: If the issue remains unresolved, the customer may request a review by the Grievance Redressal Committee, which will make a final decision. This will take up to 15 business days from the date of escalation.

9. Resolution Options

Once a grievance is investigated, Sribalaji Callnet Pvt Ltd will offer one or more of the following resolutions:

• Explanation or Clarification: Providing detailed clarification about the issue.
• Compensation: If applicable, providing compensation or a refund for the loss or inconvenience caused.
• Correction: Rectifying errors, such as updating account information, reversing unauthorized transactions, or waiving erroneous charges.
• Service Recovery: Offering alternatives to resolve product/service-related issues.

10. Records Maintenance

All grievances, their status, and the final resolution will be documented and maintained for a minimum period of 2 years. This ensures transparency and accountability in our grievance redressal process.

11. Customer Feedback and Continuous Improvement

After resolution of the grievance, customers will be invited to provide feedback on the grievance redressal process. This feedback will be used to assess the effectiveness of our procedures and make improvements as needed.

12. Confidentiality and Data Protection

Sribalaji Callnet Pvt Ltd ensures that all customer information related to grievances is handled with confidentiality and in accordance with applicable data protection regulations. No personal information will be shared without the customer’s consent, except as required by law or for internal review.

13. Compliance with Regulatory Requirements

This policy complies with the regulatory requirements set forth by the Reserve Bank of India (RBI), Securities and Exchange Board of India (SEBI), and any other relevant authorities. In case of unresolved complaints, customers may also approach the Banking Ombudsman or the relevant financial regulatory body for further assistance.

14. Policy Review

This Grievance Redressal Policy will be reviewed periodically to ensure its relevance, effectiveness, and compliance with legal and regulatory changes. Any updates or amendments will be communicated to customers through appropriate channels.