Grievance Redressal Policy

At KreditCall, we value our customers and are committed to addressing any grievances or complaints promptly and fairly. This policy outlines our grievance redressal mechanism in compliance with RBI guidelines.

1. Objective

The objectives of this Grievance Redressal Policy are to:

• Provide customers with a simple and accessible complaint mechanism
• Ensure timely and fair resolution of all complaints
• Maintain transparency in the redressal process
• Improve our services based on customer feedback
• Comply with RBI regulations on customer grievance handling

2. How to File a Complaint

Customers can file complaints through the following channels:

3. Information Required

When filing a complaint, please provide:

• Your registered mobile number
• Loan account number (if applicable)
• Nature of the complaint
• Details of the issue
• Supporting documents (if any)
• Expected resolution

4. Resolution Timeline

5. Escalation Matrix

If you are not satisfied with the resolution, you can escalate your complaint:

Level 1: Customer Support

• Email: support@kreditcall.com
• Response Time: 7 working days

Level 2: Nodal Officer

If Level 1 resolution is unsatisfactory, escalate to:

• Name: Nodal Officer, KreditCall
• Email: nodal@kreditcall.com
• Response Time: 15 working days

Level 3: RBI Ombudsman

If unresolved after 30 days or dissatisfied with our response, contact:

• RBI Ombudsman for Digital Transactions
• Website: https://cms.rbi.org.in
• Email: crpc@rbi.org.in

6. Types of Complaints

We handle complaints related to:

• Loan application and approval process
• Disbursement delays or issues
• Interest and fee calculations
• Repayment issues
• Collection practices
• Data privacy concerns
• App functionality issues
• Customer service experience

7. Complaint Tracking

After filing a complaint:

• You will receive a unique complaint reference number
• Use this number to track the status of your complaint
• Status updates will be sent via SMS and email
• You can check status in the app under "My Complaints"

8. Our Commitment

We are committed to:

• Treating all complaints with fairness and empathy
• Providing clear and transparent communication
• Taking corrective action to prevent recurrence
• Continuously improving our services based on feedback
• Ensuring compliance with regulatory requirements