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Ensuring all customer complaints are given utmost importance and addressed at the earliest is very important for the company.

Our regional structure, wherein we have a senior person – Regional manager is the leader of all branches in a region (which is between 5 to 6 branches) has been done with an intention of ensuring that the company is close to its customers and all customer complaints are quickly addressed by a senior person of the company.  The company ensures that branches are not more than 30 km from villages they serve to ensure a moderate distance between customer and company. 

The company has a systematic procedure for handling customer grievances.  Every customer is given a pass book which has the customer grievance procedure explained.

FIRST LEVEL
At the first level, if a customer has a complaint, the customer can contact the Branch Manager that disburses the loan. The phone number and the address of the Branch Manager are mentioned in the pass book. 

SECOND LEVEL
At the second level, if the customer is not satisfied with the response by the Branch manager, the customer can contact the Regional Manager at the Regional Office. The phone number and the address of the Regional office is mentioned in the pass book.

THIRD LEVEL
At the third level, the customer can contact the Grievance Redressal Officer of the company. The Grievance Redressal Officer will respond within 15 days of receiving the complaint

Grievance Redresser Officer Name and Address:
Mr. S M Guruswamy
#98, 3rd Floor, Sirsi Circle, Mysore Road
Chamarajpet, Bangalore – 560018.
Chaitanya Toll Free Number 1800-425-6643

FOURTH LEVEL

In addition to this, the customer can register her complaint at the Association of Karnataka Microfinance Institutions (AKMI) toll free number – 1800-425-5654

FIFTH LEVEL
If complaint is not addressed within 30 days, the customer can approach Reserve Bank of India.

Address:
General Manager
Department of Non Banking Supervision (DNBS)
Reserve Bank of India
Nrupathunga Road, Bangalore -560001
Ph No: 080-22180380