GRIEVANCE REDRESSAL MECHANISM
KISHORI CAPITAL MARKETS PRIVATE LIMITED
Kishori Capital Markets Private Limited (“the Company” or “KCMPL”) aims to impart good customer services and enhance level of customer satisfaction. The Company believes that the customer satisfaction is the key to business growth as well as ensuring a long-lasting relationship with the customer.
This Grievance Redressal Mechanism aims at ensuring prompt redressal of customer complaints and grievances. It also deals with the issues relating to services provided by the outsourced agency/agencies.
KCMPL’s Grievance Redressal Mechanism is formulated in line with the Reserve Bank of India’s guidelines on Fair Practices Code. Mechanism outlines the framework for addressing customer grievances.
The Grievance Redressal Mechanism follows the under noted principles:
- Customers shall be treated fairly at all times.
- All complaints, requests, queries received from customers are responded with courtesy and resolved in a timely manner.
- Customers shall be informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the company to their complaints.
- All complaints to be dealt efficiently, expeditiously and fairly as otherwise they can damage our reputation and business.
- Our employees would work in good faith and without prejudice to the interest of the customers.
- To comply with regulatory requirement guidelines as required for this function.
- Grounds for filing a complaint
Customers can raise/register complaint(s) on the subject matter as indicated in Clause 8 of Ombudsman Scheme for NBFCs, 2018 in writing, containing the nature of grievance / deficiency, inter alia, with regard to
- Non-observance of directions issued by RBI to NBFCs,
- Non-adherence to any of the provisions of RBI guidelines on Fair Practices Code, issued from time to time.
Complaint is not an enquiry, feedback or a request for data modification or inquiry about loan products/ schemes, interest rates or other requests/feedbacks which can be promptly clarified by Customer care.
Grievances received via calls shall be considered complaints only when customers make the written representation to the company as mentioned in point 3.2 below.
Anonymous / incomplete complaints will not be addressed in terms of this Grievance Redressal Mechanism.
- How to raise complaints?
- Channels of raising a complaint
The customer has a right to lodge/register his complaint if he/she is not satisfied with the services provided by the company or has a genuine ground for such complaint as indicated in para 2 above There are following four ways to lodge a complaint:
|Sl.No.||Method of lodging a complaint||Information of Contact|
|3.||Postal (through writing letter)||Customer Care DepartmentKishori Capital Markets Private LimitedRoom no.325, 3rd Floor, Martin Burn Building, R.N. Mukherjee Road. Kolkata- 700001.|
Once complaint (as prescribed in point # 3.2) is lodged using above channels, the customer may also make follow up calls at the numbers given below:
|Sl.No.||Mode of talking to us directly||Information of Contact|
|1.||Call us||8100070194 (Between 09:00 A.M. to 06:00 P.M. every day except National & Public Holidays)|
If the Customer is not provided a Resolution in period of 15 days, he may contact the Grievance Redressal Officer as mentioned below:
Name: Siddhant Jain
Address: Room No. 325, 3rd Floor, Martin Burn House, 1 R.N.Mukherjee Road,
Kolkata -700001,WB, India.
- Content / information in Complaints
While raising a complaint by customer, following information must be provided by the customer/complainant in writing (e-mail etc.):
- Customer’s full name
- Registered mobile number of the Customer in working condition
- Specific details of the complaint/issue & supporting documents
- Registered E-mail address
- Mechanism to handle customer complaints/ grievances Complaint lodge / registration
A customer can lodge a complaint through channels as mentioned in clause 3.1 & 3.2 of this Mechanism which shall be handled as per following:
- Whenever a complaint mail is received in the Company, sender receives a response back within seven working days acknowledging his/her complaint
- Further whenever any complaint is received in the form of a hardcopy i.e. through any letter etc., the same is recorded in a register and /or online tracker. In all such cases, our representative calls/contact customer at the earliest to find out the exact nature of his/her complaint
- In case a customer raises a Complaint in person at the registered office of the Company, we take complaint at the address given for the registered office. A customer can obtain it from there and record his/her grievances therein
- In case of follow-up of the complaint via telephonic channel, the company has an exclusive help line no. where a customer can discuss his / her complaint and he/she may further escalate concern as per matrix given in Annexure- Escalation Grid.
- Customer Care Department should always inform the customer about the following:
- Information pertaining to all issues/concerns raised by the customer;
- Explanation of final solution provided;
- Expected timelines towards closure (where immediate solution cannot be provided);
- Maintain contact at defined intervals/milestones to communicate progress on his concern and share reasons for delay/time taken
- Request for more supporting documents/information (where applicable) in a clear manner along with the reason for such requirement
Resolution of Grievances
- Grievances related to attitudinal aspects: Such complaints should be handled courteously, sympathetically and above all swiftly. Misbehavior/ rude behavior with customers be treated at Zero tolerance level and immediate action is to be taken. KCMPL, under no circumstances, tolerates misbehavior of any degree by representative (payroll staff / outsourced)
- Grievances relating to transactions /operations: KCMPL would be responsible for ensuring rectification of entry / transaction if it comes under KCMPL purview. If KCMPL investigates & finds out that issues are due to any third party beyond KCMPL’s control/operations, customer care executive to guide the customer & provide him/her with avenues to escalate the issue
- Treatment of Complaints/Grievances/Enquiries etc.
- All the complaints / enquiries which can be resolved immediately when raised, the response would be provided on the same call and closed
- For the complaints which must be verified and may need further investigation/support from other departments and hence cannot be resolved immediately, customer should be informed about the expected timelines for the closure. For these complaints, tickets would be raised and assigned to the concerned departments on priority for the further investigation and would try to provide resolution within 30 days only
- After due investigation, the concerned department shall immediately forward their comments to the customer care executives and thereafter Customer Care Team shall provide resolution to the customer
- The Customer Care Team shall make reasonable attempt(s) to reach the customer for providing resolution against his/her complaint
- After the resolution is provided to the customer, the concerned department updates the status of these complaints as closed in our system. These complaints reflect in closed complaints bucket which can be re-examined at any point of time as and when required
- If any complaint needs additional time beyond 30 days, the Company shall inform the customer the reasons of delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint
Note: The above time frame can change depending upon the nature and complexity of complaint.
In case customer has not received any reply from the Company in 30 days or customer remains dissatisfied with the redressal provided by the KCMPL, he/she can also approach either to (1) Office- in-Charge, Department of Supervision (NBFC), Reserve Bank of India, having its regional office at, 15, Netaji Subhas Rd, Fairley Place, B.B.D. Bagh, Kolkata, West Bengal 700001
or (2) Office-in-charge NBFC- Ombudsman, set up by Reserve Bank of India. (not later than one year after the reply from the Company & only if complaint not raised in forum) (Refer ANNEXURE-Escalation Grid).
- Time frame
- Complaints are to be seen in the right perspective because these indirectly lead to continuous improvement in the working of the Company. Complaints received would be analyzed from all possible angles. KCMPL will endeavor to send an acknowledgement within seven working days of receipt
- Complaint should be resolved maximum within 30 working days from the date of receipt
- Some complaints might be complex in nature and might need additional time beyond 30 days, in such cases the Company shall inform the customer in the interim the reasons of delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint. However, every effort would be made to resolve the complaint within the time frame given.
- Time matrix for dealing complaint redress process with escalation matrix for various natures of complaints has been given in Annexure-Escalation Grid. Departments/officials dealing with the customer complaints are required to strictly adhere to the same
- Review Mechanism
- Periodical review by Concerned Person
The concerned person is required to check all the grievances and resolve them regularly. It is to be reported to other superior authorities if required.
|FIRST LEVEL||Customer Care Department Helpline no- +91-810070194 Email: email@example.com|
|SECOND LEVEL||If the complaint is not resolved satisfactorily, customer can contact our Grievance Redressal Officer at:Siddhant JainKishori Capital Markets Private Limited Room No. 325, 3rd Floor, Martin Burn House 1,R.N.Mukherjee Road,Kolkata,Wb 700001 In E-mai: firstname.lastname@example.org|
|THIRD LEVEL||If the complaint is not resolved satisfactorily, customer can contact our Nodal Officer at:Siddhant JainKishori Capital Markets Private Limited Room No. 325, 3rd Floor, Martin Burn House 1,R.N.Mukherjee Road, Kolkata Wb 700001 InE-mail: email@example.com|
|FOURTH LEVEL||If the complaint is not resolved satisfactorily from above, customer can contact our Compliance Officer at:Siddhant JainKishori Capital Markets Private Limited Room No. 325, 3rd Floor, Martin Burn House 1,R.N.Mukherjee Road Kolkata,Wb 700001 InE-mail: firstname.lastname@example.org|
|FIFTHLEVEL||If the complaint is not redressed satisfactorily within 30 working days across all escalation as mentioned aforesaid, customer may directly write to Reserve Bank of India, as detailed below:|
Office-in-Charge,Department of Supervision (NBFC), Reserve Bank of India, regional office 15, Netaji Subhas Rd, Fairley Place, B.B.D. Bagh, Kolkata, West Bengal 700001
Office of NBFC Ombudsman of their respective region.
(Complaint to be raised not later than one year after the reply from the Company and to be raised only if the customer has not approached any forum)
Region wise contact details of the Ombudsman are as under:
CentreAddress of the office of the NBFC OmbudsmanArea of OperationChennaiC/o Reserve Bank of India, Fort Glacis, Chennai 600 001
Email: email@example.comTamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of PuducherryMumbaiC/o Reserve Bank of India RBI Byculla Office Building Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008Email: firstname.lastname@example.orgMaharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and DiuNew DelhiC/o Reserve Bank of India Sansad Marg New Delhi -110001Email: email@example.comDelhi, Uttar Pradesh, Uttarakhand, Haryana, Punjab, Union Territory of Chandigarh, Himachal Pradesh, and Rajasthan and State of Jammu and KashmirKolkataC/o Reserve Bank of India 15, Netaji Subhash Road Kolkata-700 001Email: firstname.lastname@example.orgWest Bengal, Sikkim, Odisha, Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura, Bihar and Jharkhand
Complaint Management System
RBI has launched its Complaint Management System (“CMS”) on June 24, 2019. It is a software application to facilitate RBI’s grievance redressal processes. Members of public can access the CMS portal at RBI’s website to lodge their complaints against any of the entities regulated by RBI.
Keeping the convenience of the customers in mind, CMS has been designed to enable on-line filing of complaints. It provides features such as acknowledgement through SMS/Email notification(s), status tracking through unique registration number, receipt of closure advises and filing of Appeals, where applicable. It also solicits voluntary feedback on the customer’s experience. CMS Portal link and Self-guide video link is given in the Annexure- Escalation Grid.
RBI CMS Portal Link: https://cms.rbi.org.in/cms/IndexPage.aspx?aspxerrorpath=/cms/cms/indexpage.aspx
Self-Guide Video link: