Reliant Credits (India) Limited (RCIL), being in the service industry, needs to have on ongoing and focused approach towards customer service. The competitive market scenario makes it imperative for RCIL to have a robust mechanism in place to resolve / address the customer complaints. Thus, RCIL believes in customer satisfaction on the products and services we are offering, and we value the dignity of our Customer - “Customer is the King”. It is the responsibility of all employees to provide the highest quality of customer service to ensure continued customer satisfaction, retention and sustained growth of business. However, to provide such a high level of customer satisfaction, RCIL shall operationalize a mechanism for effective redressal of customer grievances. It is RCIL’s primary responsibility to address the complaints raised by the customers and should be addressed properly at the Branch level.
RCIL, through a comprehensive Customer Grievance Redressal Policy, intends to put in place systems, procedures and review mechanism for minimizing instances of customer complaints and grievances and to ensure their prompt redressal. The key objectives of this policy are as under:
A ‘complaint’ means a representation in writing, through any electronic means, telephone or direct visit containing a grievance alleging deficiency in the services provided by RCIL.
A complaint shall inter-alia, include the following:
However, a normal / general service requests do not fall under the ambit of a complaint.
In order to address the customer grievances, RCIL is operating a Customer Grievances Redressal Department (GRD), headed by a Customer Relations Manager (CRM). The customer complaints received by RCIL shall be categorized on the basis of the criticality and severity of the complaint. While all categories of grievances shall be dealt with the same urgency and speed, the resolution provided, and the action taken may vary on the basis of the severity. RCIL’s grievance redressal mechanism provides for a comprehensive framework for registration, tracking, resolution and analysis of customer complaints. A robust review mechanism shall assist RCIL in identifying and resolving gaps in the customer service, product features and the delivery of the products. The customer grievance escalation mechanism shall be displayed all RCIL offices and on the website of the Company. The GRD shall prepare and submit reports on the complaints received as required by the management and regulatory authorities. The reports shall be submitted to the Board at regular intervals for its review and information.
| SN | Centre | Address of the Office of NBFC Ombudsman | Area of Operation |
|---|---|---|---|
| 1 | Chennai |
C/o Reserve Bank of India Fort Glacis,
Chennai 600 001 STD Code: 044 Telephone No : 25395964 Fax No : 25395488 |
1. Chennai C/o Reserve Bank of India Fort Glacis,
Chennai 600 001 STD Code: 044 Telephone No : 25395964 Fax No : 25395488 Tamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry |
| 2 | Mumbai |
C/o Reserve Bank of India RBI Byculla Office Building
Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008 STD Code: 022 Telephone No : 2300 1280 Fax No : 23022024 |
Maharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and Diu |
| 3 | New Delhi |
C/o Reserve Bank of India Sansad Marg
New Delhi -110001 STD Code: 011 Telephone No: 23724856 Fax No : 23725218-19 |
Delhi, Uttar Pradesh, Uttarakhand, Haryana, Punjab, Union Territory of Chandigarh Himachal Pradesh, and Rajasthan and State of Jammu and Kashmir |
| 4 | Kolkata |
C/o Reserve Bank of India 15, Netaji Subhash Road Kolkata-700 001 STD Code: 033 Telephone No : 22310217 Fax No : 22305899 |
West Bengal, Sikkim, Odisha, Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura, Bihar and Jharkhand |