Objective

This policy aims to minimize customer complaints by ensuring proper service delivery, addressing grievances promptly, and conducting regular reviews.

Applicability

The policy applies to:

• Customers reached out to on behalf of our financial institution partners.
• All internal and external mechanisms for addressing grievances and ensuring customer satisfaction.

Principles of the Grievance Redressal Policy

1. Transparency
   • Customers will be informed about the channels available to register their grievances.
   • Turnaround times for issue resolution, including investigation, will be communicated clearly.
2. Fairness
   • Grievance handling will ensure fairness to customers and all parties involved.
   • Promotes ethical and fair practices in all customer interactions.
3. Escalation
   • Clear escalation procedures will be shared with customers for unresolved complaints.
4. Customer Education
   • Continuous efforts will be made to educate customers about their rights, collection practices, and the company’s code of conduct.

Policy Components

Complaint Definition

A complaint refers to dissatisfaction expressed through any medium (oral, written, email, etc.) regarding:

• Excessive follow-ups for collections.
• Improper behavior of recovery agents.
• Fraud attempted by third parties.
• Alleged harassment or misbehavior, including rude language.
• Breaches of the fair practice code.

Complaint Registration:

Customers can register their concerns by:

• Sending an email to Tahir.khan@dmtec.in.
• Reaching out to the financial institution providing their loan or credit card.

Acknowledgment:
Complaints received in writing will be acknowledged within one week via letter or email.

Review & Monitoring

• Complaints will be monitored and resolved at appropriate levels.
• Feedback will be reviewed regularly to identify trends and initiate corrective actions.

Resolution Process

1. Timely Resolution
   • Customers will be informed about the expected timeframe for resolving their complaints.
   • If additional time is required, an interim response will be provided.
2. Escalated Complaints
   • Escalated complaints will be resolved within defined timelines.
   • Delays, if any, will be documented with reasons.
3. Quality Check
   • A dedicated team member will ensure proper classification, allocation, and resolution of complaints.

Timelines

• All complaints will be addressed within 10 working days.
• If further investigation is required, the customer will be kept informed.

Escalation Matrix

Level 1:

• Email: Tahir.khan@dmtec.in
• Resolution timeframe: 7 Working days

Level 2:

For unresolved complaints at Level 1:

• Nodal Officer: Adil Khan
  • Email: compliance@dmtec.in
    
  • Phone: +91-99581 83008
  • Address: 615, Rajendra Place, New Delhi, Delhi, 110008