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Cashpor Micro Credit
CLIENTS’ GRIEVANCE REDRESSAL POLICY, MECHANISM AND PROCEDURES

Introduction – For CMC being poverty focused section 25 MFI, excellence in service to BPL clients is the most important tool for sustained organizational growth. Ever since inception, Client Satisfaction and Client Protection have been overarching principles in all our decisions, actions and programs for poverty reduction. Over the years, steps have been taken to come out with a number of initiatives aimed at achieving high standards of client satisfaction and complaint free microfinance program for poverty reduction through our branch network. However, Client complaint is part of the socio-economic life of any organisation like us. As a poverty focused section 25 company, efficient and timely service to and satisfaction of our BPL women clients is the prime concern of the CMC. We believe that providing prompt and efficient service is essential not only to increase outreach to more number of new BPL households, but also to retain existing ones and to help them rise above stark poverty. This policy document aims at minimizing instances of client complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of client complaints and grievances. The review mechanism will help in identifying shortcomings in product features and service delivery.

 

The CMC's policy on Grievance Redressal follows the under noted principles:

  • Our clients will be treated fairly at all times
  • Complaints raised by our clients will be dealt with courtesy and in time
  • Our clients will be fully 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
  • Our Company will treat all complaints efficiently and fairly as they can damage the Company's reputation and microfinance operations if handled otherwise.
  • Our employees will work in good faith and without prejudice to the interests of the client.
In order to make Company's redressal mechanism more meaningful and effective, a structured system will function at Branches/District Offices/Head Office, which will ensure that redressal sought is just and fair and is within the given frame-work of rules and regulation.

This policy document will be made available at all branches. All the employees will be made aware about the complaint handling process to ensure better client service and general awareness in the Company.

1.1 The client complaint arises due to :

  1. The attitudinal aspects in dealing with clients
  2. Inadequacy of the functions/arrangements made available to the clients or gaps in standards of services expected and actual services rendered.

The client is having full right to register his complaint if he/she is not satisfied with the services provided by the Company. He/she can give his/her complaint in writing, orally or over telephone. If client complaint is not resolved within given time or if he/she is not satisfied with the solution provided by the Company, he/she can approach Companying Ombudsman with his/her complaint or other legal avenues available for grievance redressal.

2. Internal Machinery to handle Client complaints/grievances

    1. If the Client wants to make a complaint, we will inform :

      1. Where to make complaint

      2. How a complaint should be made

      3. When to expect a reply

      4. Whom to approach for redressal

      5. What to do if Clients are not happy about the outcome

    2. The Company will inform Clients where to find details of procedures for handling complaints fairly and quickly.

    3. If the Client complaint is received in writing, we will endeavour to send an acknowledgement/a response within a week. If Client complaint is relayed over phone at our designated telephone helpdesk or Client service number at HO, we shall provide a complaint reference number and keep Clients informed of the progress within a reasonable period of time.

    4. After examining the matter, we will send our final response or explain why we need more time to respond and shall endeavour to do so within maximum 14 days of receipt of complaint and will tell Clients to take their complaint further if they are still not satisfied.

    COMPLAINT REDRESSAL MECHANISM IN OUR COMPANY (Internal Machinery)

    AT BRANCH
    Resolution of Grievances

    Branch Manager will be responsible for the resolution of the complaints/grievances in respect of Client's service by the Branch. He/she would be responsible for ensuring closure of all complaints received at Branches. It is his/her foremost duty to see that the complaint should be resolved completely to the Client's satisfaction and if the Client is not satisfied, then she shall be provided with alternate avenues to escalate the issue if the same is not resolved within the stipulated period. If the Branch Manager feels that is not possible at his/her level to solve the problem he/she may refer the case to AM or DM or ZM or Head Office for guidance. Similarly, if District Office finds that they are not able to solve the problem such cases may be referred to the ZM or Central Grievance Redressal Cell of the Company at head office.

    • Suggestion Box and complaint Register are provided in all the branches. Any written complaint is instantly and promptly noted and acknowledged by giving a complaint number.

    • Suggestion and Complaint Drop Box fixed at branches is locked with Keys with AM, if any client has any serious complaint against Branch or Branch Manager, she can drop her written complaint in the Box and AM during his weekly branch visit unlock the box and access the complaints / grievances and take suitable steps for enquiry and resolution of the complaint.

    • Passbooks provided to the clients contain the HO Telephone number for complaints or grievances, clients can call and register their complaints or grievances.

    • BM during his center visits shall carry Complaint Book and record all complaints / Grievances in the complaint register and take steps to resolve the same timely and efficiently.

    • AMs during their the Weekly Branch Monitoring shall check the branch complaint / grievance book and complaint / grievance drop box and take suitable steps to timely resolve all grievances and complaints.  

    • Clients' Day will be observed on 15th of every month. On this day branch in-charge will make himself available at the branch between 4.00 p.m. and 5.30 p.m. to meet Clients without any prior appointment.

    • Client Service Committee meetings comprising of AM, BM and all center managers of the Branch will be held every month at all Branches. The sole task of the

    • Committee is to find out ways and means to render service to the satisfaction of the Clients. For this purpose

    • Committee will meet regularly at stipulated intervals to discuss in detail the strengths and deficiencies of the services presently rendered and take steps to improve it.

    • Special Center Leaders meet is conducted on special occasions.

    • All Branches shall prominently display the name and telephone numbers of their AM, DM, ZM and head office Grievance Redressal Cell for client complaints and grievances and educate the clients about our elaborate client grievance redressal mechanism and system

    • All branches shall prominently display the name and telephone number of Sa-Dhan’s Ethics and Grievance redressal committee and educate the clients that if company fails to solve or address their complaints at all levels, then they can call at this number and record their complaints or grievance to Sa-dhan. All passbook issued to clients shall also bear the same number and message.   

    AT DISTRICT OFFICE (DM and ZM Level)

    • District Manager hold exclusive charge of Client Service issues/ complaints/ grievances at district office. With the help of his DDM and team of AMs, he has to ensure that-

    • By and large, complaints are redressed within shortest possible time.

    • Whenever it is not possible and more cross checking is required, steps are taken to settle the matter within a reasonable time.

    • DM or DDM contact the aggrieved Clients as and when necessary, meet her personally with the Branch Manager, for

    • ensuring timely redressal of the complaint.

    • Wherever deficiencies are noticed, accountability is fixed and erring employees punished.

    Still there may be some aggrieved Clients who write to Head office.

    AT HEAD OFFICE

    • A full-fledged Client Service and Support Cell will be functioning at Head Office, overseen by COO and Head Office Operations Team comprising of all ZMs. A dedicated phone line and complaint Register is maintained at HO for receiving and recording clients complaints and grievances. A complaint number is issued to client for future reference and follow up.

    • An acknowledgement is sent to the Client immediately on receipt of the complaint.

    • Thorough analysis of the complaints is done and necessary instructions are given to DM/ Branches for speedy redressal and follow up till final redressal letter is sent to the complainant duly explaining the decision taken on the complaint.

    • Quarterly Monitoring and Review of Clients’ Grievances and Complaints at HO by HO Operations team

    • Submission of quarterly Report on Clients’ Grievances and Complaints to Board of the company for review and Monitoring

    • Client Satisfaction and Client Feed back Surveys through In-house as well as by External agencies are conducted to assess the level of Client satisfaction.