GRIEVANCE REDRESSAL POLICY

Background and introduction

Tapstart Capital Private Limited (hereinafter referred to as 'Tapstart' or 'the Company' or 'we' or 'us' ) is an RBI registered NBFC-ND-NSI. It provides credit facilities to underserved middle and low income segment customers catering to different needs, including personal loans, credit line, medical loans, education loans, consumer electronic loans, consumer lifestyle loans and two-wheeler loans.

Tapstart places utmost importance on customer satisfaction and endeavors to provide prompt and efficient customer service to retain and enhance existing relationships. The Grievance Redressal Policy (‘the policy’) has been framed in line with the Company’s objectives and the guidelines outlined in the RBI Master Direction - Non-Banking Financial Company – Non-Systemically Important Non-Deposit taking Company (Reserve Bank) Directions, 2016 and updated from time to time. The policy details the structured internal grievance redressal mechanism for complaint handling.

The policy has been duly approved by the Company’s Board of directors and is suitably and periodically reviewed.


Purpose of the Policy

The policy has been framed with the purpose of achieving the following objectives:

  • To ensure that all customers are treated fairly and in a professional manner;
  • To provide redressal of customer grievances and complaints in a time-bound manner; and
  • To ensure that all customers are fully informed of the grievance redressal mechanism including the mode of lodging complaints, escalation matrix with all the contact details, and timelines for redressal at every level.

Grievance Redressal Mechanism

The Company will address all complaints/ concerns of customers arising out of activities carried out by the Company as well as those activities that have been outsourced. The customers can register/ lodge complaints via either of the following channels:

  • Complaint form
    Customers can file complaints by filling an online form available over the Company’s website/ mobile application.
  • E-mail
    Customers can lodge complaints to the Company via email at hello@tapstart.in which will then be looked into by the Company’s operations/ back-end team internally.
  • At physical touch-points
    Customers can approach the agents deployed by the Company at various physical touch-points, including consumer electronic stores, hospitals, educational institutions, etc, to lodge complaints. The complaints shall be recorded by the agents in a ‘Complaints Register’ maintained by the Company.
  • Call-centre
    Customers can reach out to the Company’s call-centre using the toll-free customer helpline which is made available 24x7. The agents will assist the customers over the call and will record the complaint internally on behalf of the customer.
  • Post
    Customers can submit their complaints/ concerns in writing by post to the Company:
    To,
    Customer Services Team
    Tapstart Capital Private Limited
    Unit No G408, 4th Floor, Gamma Block, Varthur Hobli, Sigma Soft Tech Park, No. 7, Whitefield Road Bangalore - 560066

1) Timeframe for redressal

The Company will endeavor to redress complaints within 15 days from date of receipt of the complaints.

Note - If it is determined that a case will need additional time, the Company will promptly inform the customer regarding the requirement for additional time along with an anticipated timeline for providing redressal.

2) Acknowledgement of filed complaints

An acknowledgement will be communicated to the customer immediately / within 2 days on filing the complaint successfully. The acknowledgement shall contain the Complaint Reference Number with instructions that it must be quoted on all correspondence regarding the complaint.

3) Recording of complaints

All complaints lodged/registered by the customers will be filed in a ‘Complaints Register’ maintained by the Company. Each complaint will have a corresponding ‘Complaint Reference Number’ generated at the time of filing the complaint.


Escalation matrix

Level 1: Grievance redressal system

All complaints shall be initiated through / directed to any of the channels mentioned above. At this level, the Company will strive to address the customer complaint within 7 days.

Level 2: Grievance Redressal Officer

If any such complaint is not addressed to the satisfaction of the customer, the customer shall be given the option to escalate the complaint to the Grievance Redressal Officer (‘GRO’) who will be a senior level officer appointed by the Company. To facilitate this, the Company shall display the following information of the GRO prominently over its website, mobile applications as well as across all branches/ places where its business is transacted:

Designation Grievance Redressal Officer
Name Kshama Kottachery
Contact No. +916366916645
Calls will be answered between 10.00 am to 7.00 pm on all working days of the Company.
Email id kshama@tapstart.in

After examining the matter, the Company will endeavor to respond or address the customer complaint within one month of receipt of the complaint/ grievance.

Level 3: Officer-in-Charge DNBS, RBI

If the complaint / dispute is not redressed within a period of one month, or if the customer is not satisfied with the response provided, the customer may appeal to the Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision (DNBS) of the RBI. The relevant contact details are provided below: By Post:

To,
The Officer-in-charge,
Department of Non-Banking Supervision, Reserve Bank of India
Regional Office of Department of Non-Banking Supervision,
10/3/08, Nrupatunga Road,
P.B.No.5470,
Bangalore-560001

1) By email

cepcbengaluru@rbi.org.in
cms.cepcbengaluru@rbi.org.in


2) Other contact details

Telephone: 08022180397/ 398/ 399/ 357   |   Fax: 080-2223 2199


Mandatory Display requirements

The Company shall prominently display the escalation matrix of the internal Grievance Redressal Mechanism, the name of the GRO along with all the contact details along with the details of the Officer-inCharge DNBS, RBI over its website, mobile applications as well as across all branches/ places where its business is transacted.


Training of employees

The Company shall adequately train all its employees and agents to appropriately address customer concerns and complaints in a professional manner. The training programme shall include soft skills and technicalities around nature of complaints and shall inter alia include a module containing the rights of persons with disabilities guaranteed to them by the law and international conventions. The training will enable all employees and agents of the Company to appropriately and effectively ensure redressal of grievances of persons with disabilities under the Grievance Redressal Mechanism outlined above.


Responsibility of Board

The Board of directors shall ensure:

  • To approve the policy as well as any revisions/ modifications made therein
  • To lay down the appropriate grievance redressal mechanism within the organization and effective implementation thereof
  • To periodically review the functioning of the grievance redressal mechanism at various levels of management
  • To prescribe a consolidated report of such reviews to be submitted to it at regular intervals
  • To prescribe and review a complaint MIS/register on a periodic basis

Review of the Policy

The Board of directors shall periodically review the policy or on a need-basis i.e. in the event of change in regulatory framework or for business or operational need. Such updates / changes to the policy will be communicated to the relevant staff / relevant stakeholders.