Venus Barter Private Limited (hereinafter referred to as
“VenusBarter” or “Company” or “We” or “us”) is a Non-Banking Financial Company
registered with the Reserve Bank of India (“RBI”) with its registered office
address at 71, Metcalfe Street 3rd Floor, Room No- 302, Kolkata, Kolkata, West
Bengal, India, 700013 and is in the business of providing of short term
unsecured loans. VenusBarter is committed towards its customers and has put
together the undermentioned Grievance Redressal Policy (hereinafter referred to
as “Policy”) for an effective resolution of all grievances/complaints received
by VenusBarter from its customers.
VenusBarter realizes that quick and effective handling of
complaints as well as prompt corrective and preventive actions to improve
processes are essential to provide excellent customer service to all segments
of customers.
We aim to resolve any complaint or grievance which may arise
as a result of any gap in the promised and delivered service levels. This shall
also apply to all queries and/or feedbacks received from the customers of VenusBarter
. We encourage our customers to provide feedback and raise grievances in
respect of our services and we aim to improve the quality of our products and
services.
We have put in place a very robust and customer friendly
structure to ensure that all grievances are resolved in a timely and effective
manner and customers are advised to make use of our tiered redressal mechanism.
1 BASIS OF THE POLICY
1.1 The Policy has been drafted as per directions issued by
RBI on Fair Practices Code for Non-Banking Financial Companies.
2 OBJECTIVE
2.1 The objective of this Policy is to ensure fair and equal
treatment to all its customers without any bias -irrespective of caste, creed,
race, gender, special abilities, on all occasions and to minimize the
recurrence of similar issues in the future by adopting a structured grievance
redressal framework which is supported by a review mechanism.
2.2 Complaints raised by customers are dealt with courtesy
and in a timely manner.
2.3 The customers are made aware of avenues to escalate
their complaints within the organization and their rights to opt for
alternative remedies if they are not fully satisfied with the response or
resolution to their complaint.
3 PRINCIPLES OF GRIEVANCE REDRESSAL
3.1 The following are the guiding principles at VenusBarter
for dealing with customer grievances:
a) Making the process of grievance redressal for customers,
efficient and hassle-free.
b) Timely resolution of all grievancesis necessary for
business growth. Complaints raised by customers shall be dealt with courtesy
and resolved in a timelymanner.
c) Continual evolvement of redressal mechanisms for the
resolution of customer grievances.
d) VenusBarter believes in analysing the root cause of the
issue and to resolve it permanently, thus ensuring improved and enhanced
customer experience.
4 REGISTRATION OF COMPLAINTS
4.1 E-mail: Customers can send an email for redressal of
issues at the email id(s) mentioned in below section.
4.2 Registered / Corporate / Administrative Offices:
Customers can speak to the officials-in-charge at the Company’s offices for
resolution of their issues or register their grievances at the Office
Complaints Register available at reception.
4.3 Grievance Redressal Officer: Customers can reach out
directly to grievance redressal officer over phone and/or email which is
provided in the below section.
5 ESCALATION OF COMPAINTS
In order to make the grievance redressal mechanism more
meaningful and effective, the board of directors of the Company has laid down a
mechanism in compliance with various regulations applicable on the Company. The
board of directors will periodically review the effectiveness of grievance
redressal mechanism.The Company encourages feedback and thus has created the
following tiered escalation system for the customers:
5.1 Level 1- Customers can send their grievances to the
Company’s customer service team through email at grievance@venusBarter.in . Customers
shall ensure that they quote their Loan ID number in every correspondence with
the Company regarding their grievances.
Response time for resolution of complaints from date of
receipt of complaint:
• Normal cases (other than the one mentioned below): Fifteen
(15) working days.
• Fraud cases, legal cases and cases which need retrieval of
documents and exceptionally old records: Thirty (30) working days.
• If any case needs additional time, VenusBarter will inform
the customer the reasons of delay in resolution within the timelines specified
above and provide expected time lines for resolution of the complaint.
Note: The above time frame can change depending upon the
nature and complexity of grievances. Business hours are between 11:00 AM to
8.00 PM IST, Monday through Friday (except public holidays).
5.2 Level 2- In case the complaint is not resolved within
the given time or if the customer is not satisfied with the resolution provided
by the customer service team, the customer can approach the Grievance Redressal
Officer. The name and contact details of the Grievance Redressal Officer are as
under:
Name: Mr. Ram
Email Id: grievance@VenusBarter.in
6 MANDATORY DISPLAY REQUIREMENTS
6.1 The Company shall ensure the following at all its
offices, customer service centers and website:
a) Display of grievance redressal mechanism.
b) Appropriate arrangement for receiving complaints and
suggestions.
c) Display of the name and contact details of the Grievance
Redressal Officer.
d) Display of the name, address and telephone no. of the
Officer-in-Charge of the Regional Office of DNBS of RBI under whose
jurisdiction the registered office of the Company falls.
7 TIME FRAME FOR RESPONSE
7.1 Complaints that are received at our end will be seen in
the right perspective and would be analyzed from all possible angles.
7.2 The communication of the Company stand on any issue will
be provided to the customers. Complaints that require some time for examination
of issues involved will be acknowledged promptly.
7.3 The Company shall endeavor to dispose off the
complaint/dispute within a period of one (1) month from date of receipt of
complaint.
8 POLICY REVISION
8.1 The aforesaid Policy will be reviewed periodically
/revised as and when there are any new changes incorporated by the Company in
handling complaints / grievances of the customer which includes introduction of
new grievance channels, if any.