Customer Grievance Handling

At Ajivika Finance our customer’s satisfaction is our highest priority.  Our endeavours are in line with those of our clients to help build livelihoods. If for some reason, our customers are not satisfied with our services, we have a dedicated customer grievance redressal mechanism that works as follows:

  • All initiatives, operational activities and strategies of Ajivika Finance Limited will be customer-centric.
  • We have set in place a transparent, prompt and efficient customer service.
  • The Direct Line 0120 – 4317430 dedicated to customer grievance redressal is printed on the client’s passbook as well as on the business cards of our field officers that are distributed to every client for easy access to all relevant contact details.
  • Clients are made aware of the existence and the mechanism of customer grievance redressal facility during the three days of Compulsory Group Trainings (CGT).
  • They are also provided with phone numbers of Area Managers and Branch Officers in case they have any grievances.
  • The details of grievance redressal mechanism are placed on the Ajivika Finance Limited’s website with contact details of the Head office in Noida.
  • A client can log her grievance on the given phone number of Head Office, 0120-4317430. The grievances are dealt promptly, diligently and courteously.
  • Log is maintained for all the grievances and steps taken for prompt resolution.
  • Ajivika Finance Limited is committed to uphold the company’s reputation and ensure the satisfaction of all customers.
  • We endeavour to ensure that our people work with integrity, in good faith and in the best interests of our clients to help achieve our goal of building livelihoods through inclusive finance.

The following procedure for customer grievance redressal has been established to be observed at all branches and the head office of Ajivika Finance Limited:

  • To Log a complaint / grievance, the direct line dedicated to client grievance redressal has been provided on the Pass Book which is provided to the client.
  • Clients are made aware of the process during three days of CGT.
  • They are informed that in the event of any grievance, clients can call on the given number and get directly in touch with officials at the Head Office.
  • All the field officers are given a formal orientation and induction on the grievance redressal process and are sensitised to the needs of our clients.
  • Our Branch Managers and Area Managers are mandated to make surprise centre visits regularly to meet clients and seek feedback about the working of the company and field staff for continuous improvement and to record grievance if any and forward the same to the Head Office for further action.
  • A complaint process chart is placed on the notice board of every branch offices clearly stating the process of grievance redressal system in vernacular language at the branch level.
  • ‘Grievance Redressal Officer’ attends to the grievances reported directly to the Head Office. The grievance redressal officer discusses the grievances with the respective branch offices and maintains a grievance log in order to ensure complete resolution to the issue.
  • The officers have to respond to grievances in a prompt, efficient and courteous manner.
  • A Complaint Register is maintained at Branches and all genuine complaints received are recorded with the corresponding resolution.
  • In each case, if the complaint is received at a branch, the respective Branch Manager / Area Manager would make an earnest effort to redress the grievance and/or implement the suggestion if it pertains to any operational issue, provided it is within the competence/authority of the Branch Manager.
  • The maximum ‘Turnaround Time’ (TAT) for grievances and complaints is 3 business days.
  • All the grievances are monitored and analysed every month by the ‘Management Committee’. The committee comprises of CEO, COO and functional heads of each department.
  • A brief summary of all grievances is also shared and discussed with the board members at the quarterly ‘Board Meeting’.
  • If required, the Branch will inform the customer, in writing, about the steps taken to redress the grievance and/or implementation of the suggestion.
  • The action taken will be communicated to the customer within one week.
  • Appropriate records will be maintained in the complaint register at the Branch / Head office pertaining to the issue.
  • Any clarification requested from the customer will also be attended and incorporated in our resolution.
  • The customer shall be duly informed in writing, about the steps taken to redress the grievance and/or implementation of the suggestion.

Appropriate records will be safely maintained at the Branch / Head office in the complaint register pertaining to closure of the matter.