Introduction

Si Creva Capital Services Private Limited is a private limited company, incorporated under the provisions of the Companies Act, 2013, having Corporate Identification Number (CIN) U65923MH2015PTC266425 (“Si Creva” / “Company”). Si Creva is a Middle Layer Non- Deposit taking Non-Banking Financial Company, bearing Registration no. N-13.02129, registered and regulated by the RBI Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, as amended from time to time and such other rules, regulations, directions, circulars, notifications, and orders issued in this regard from time to time (“RBI Directions”).

Si Creva is in the business of the provision of consumer and personal loans.

Objective:

The type of complaints received by the Company together with the objective of this policy are as follows:

• To ensure that a structured and robust internal mechanism for recording and resolving customer grievances is established.
• Customer grievances are resolved in a courteous and time-bound manner with a detailed response to the customer.
• To minimize customer dissatisfaction by identifying any shortcomings in service delivery and reporting the same to the concerned department so as to rectify the same at the earliest and repeat complaints of the same nature are avoided.
• To ensure that customers are always & fully informed of various available avenues to escalate their grievances.
• To ensure that the Company and its employees treat all complaints efficiently and fairly as they can damage the Company’s reputation and business if handled otherwise.
• To ensure that customers of the Company do not face any inconvenience in dealing with it; and in cases where there have been any errors or commissions and omissions, the Company will address the same quickly and sympathetically.
• To follow the procedure for uploading of customer data on the portals of CICs and to take effective measures (a) appointment of nodal officer nodal point/ official of contact for CICs for redressal of customer grievances, (b) to inform the customers the reasons for the rejection of their request for data correction, if any.
• To honour the decision by the Ombudsman.

Grievance Redressal Procedure for Touchpoints / Channels operated by the Company.

• Call Centre

  The Company shall publish customer care numbers on its website for customers to contact and register their complaints/queries. The customer can get in touch with the customer service executive over call between 9:30 a.m. to 6:30 p.m., 7 (seven) days a week & 365 (three sixty-five) days a year by dialing the number;

  (i) Kissht Helpline: 022 62820570 / 022 48914921

  (ii) Ring Helpline: 022 41434302 / 020 68135496

  • As soon as the customer raises any complaint on-call (telephonically), the same shall be captured online by the customer care executive at the time of the customer contact and shall be forwarded by official e-mail to the appropriate backend unit or department for necessary resolution.
  • The customer is provided with a turnaround time (“TAT”) for the resolution of the complaint (The TAT ranges from 1 (one) Business Day to 7 (seven) Business Days depending on the type of complaint received and the time required to resolve the same by the concerned department/backend unit). For the purpose of this Policy, Business Day(s) shall mean a day other than (i) non-working Saturdays and Sundays, (ii) a day on which banks/NBFCs in India and /or Reserve Bank of India (“RBI”) are closed for business;
  • The customer shall be intimated about the resolution by e-mail or call. The delivery of intimation depends on whether the same was promised by the customer service executive while taking the complaint.

• E-mail

  The customer can e-mail their grievances/complaints to the Company’s customer service e-mail id care@kissht.com/care@paywithring.com OR they can even send an e-mail to the Company’s dedicated customer grievance e-mail id escalation@kissht.com/ escalation@paywithring.com

  • Within a minimum of 1 (one) hour to a maximum of 24 (twenty-four) hours of raising any complaint via e-mail, the same shall be captured online by the customer care executive and shall be forwarded via official e-mail to the appropriate backend unit or department for necessary resolution. An acknowledgment reply shall be sent to the customer’s registered e-mail id as soon as the complaint is captured.
  • If an existing customer’s complaint is not received from the customer’s registered e-mail id, then a reply shall be sent asking for details related to the customer’s account like registered e-mail id or mobile number so as to fetch the customer’s account details and then assist him/her accordingly.
  • The customer is provided with a TAT for resolution of the complaint (The TAT ranges from 1 (one) Business Day to 7 (seven) Business Days depending on the type of complaint received and the time required to resolve the same by the concerned department/backend unit).
  • The customer shall be intimated about the resolution by e-mail or call. The delivery of intimation depends on the mode of communication, which may have been assured by the customer service executive while taking the complaint.

• Live Chat

  The Company provides live chat facility on its Mobile App, i.e. the Kissht/PaywithRing application, for customers to get in touch with customer service executives and register their complaints/queries.

  • Within a minimum of 1 (one) hour to a maximum of 24 (twenty-four) hours of the customer raising any complaint on chat, the same shall be captured online by the customer care executive at the time of customer contact and shall be forwarded on official e-mail to the appropriate backend unit or department for necessary resolution.
  • The customer is provided with a TAT for resolution of the complaint (The TAT ranges from 1 (one) Business Day to 7 (seven) Business Days depending on the type of complaint received and the time required to resolve the same by the concerned department/backend unit).
  • The customer shall be intimated about the resolution by e-mail, call or live chat. The delivery of intimation depends on the mode of communication, which may have been assured by the customer service executive while taking the complaint.

  Please see below the Live Chat Numbers:

  -Kissht Livechat Number: 022 48913631

  -PaywithRing Livechat Number: 022 41434380

• Social Media

  With the emergence of social media and increasing usage of the same across all age groups, the same has become an integral part of customer touchpoints available with companies. While social media is not considered the right channel to raise complaints, a lot of young customers may use it regularly to communicate with the Company. As a result, customers who raise their concerns on social media channels that are operated by the Company and which give the option to send a message or post a message (e.g. Facebook and Twitter) are replied to by the customer service team of the Company as under:

  • Within a minimum of 1 (one) hour to a maximum of 24 (twenty-four) hours of raising any complaint on these channels, the same shall be captured online by the customer care executive and shall be forwarded via official e-mail to the appropriate backend unit or department for necessary resolution. As soon as the complaint is captured, an acknowledgment reply shall be sent to the customer over the same social media channel on which the complaint was raised OR on the customer’s registered e-mail id.
  • If an existing customer’s complaint on social media is not accompanied by his/her registered account details then a reply shall be sent asking for details related to the customer’s account registered e-mail id or mobile number so as to fetch the customer’s account details and then assist him/her accordingly.
  • The customer is provided with a TAT for resolution of the complaint (The TAT ranges from 1 (one) Business Day to 7 (seven) Business Days depending on the type of complaint received and the time required to resolve the same by the concerned department/backend unit).
  • The customer shall be intimated about the resolution by e-mail, call, or reply over the same social media channel on which the complaint was raised. The delivery of intimation depends on the mode of communication, which may have been assured by the customer service executive while taking the complaint.

Grievance Redressal Procedure for Alternative Channels not operated by the Company

• Online Consumer Fora (operated by third parties and used by some consumers for sharing their issues or reviews):

  There are many Online Consumer Fora that enable consumers from across all industries to communicate, raise complaints, ask queries, give suggestions, or write a review about a product, service, or experience that they have had in the past or present. While it is not possible for a Company to track all such forums on a daily basis, the customer service department of the Company shall do its best to cater to all complaints, queries, reviews, or suggestions raised on such forums provided that the forums have a facility in place whereby the company is intimated by the forum about such complaints, queries, reviews or suggestions raised by customers.

  • For the resolution of any complaint/grievance submitted using 3rd party Online Consumer Forum, it is necessary for the Company to receive an intimation over e-mail from such forum, as the company may not be aware of the existence of such forum or the complaints, queries, reviews or suggestions raised by customers on such forums.
  • Online Consumer Forums can send an e-mail to the Company’s customer service e-mail id care@kissht.com/ care@paywithring.com OR even they can send an e-mail to the Company’s dedicated customer grievance e-mail id escalation@kissht.com/ escalation@paywithring.com so that the customer service desk of the Company is made aware about all complaints, queries, reviews or suggestions raised by customers on such forums, and an appropriate response is made available to the customer accordingly.
  • Within a minimum of 24 (twenty-four) hours to a maximum of 48 (forty-eight) hours of receipt of intimation from online consumer forums about any complaint raised by customers, the same shall be captured online by the customer care executive and shall be forwarded on official e-mail to the appropriate backend unit or department for necessary resolution. As soon as the complaint is captured, an acknowledgment reply shall be sent to the customer over the same online forum on which the complaint was raised or on the customer’s registered e-mail id.
  • If an existing customer’s complaint on any online forums is not accompanied by his/her registered account details, then a reply shall be sent asking for details related to the customer’s account like registered e-mail id, or mobile number so as to fetch the customer’s account details and then assist him/her accordingly.
  • The customer is provided with a TAT for resolution of the complaint (The TAT ranges from 1 (one) Business Day to 7 (seven) Business Days depending on the type of complaint received and the time required to resolve the same by the concerned department/backend unit).
  • The customer shall be intimated about the resolution by e-mail, call, or reply over the same online forum on which the complaint was raised. The delivery of intimation depends on the mode of communication, which may have been assured by the customer service executive while taking the complaint.

Escalation Process

• Level 1:

  All complaints/grievances received from various channels are catered to by the customer service desk as per the above-mentioned Grievance Redressal procedure. If the complaint is not resolved within the given TAT, the same will be escalated by the customer service desk via official e-mail to the customer service manager of the Company (“Customer Service Manager”).

  In addition to this, the customer can also request the customer service desk (by using touch points like call, e-mail, or Live Chat) to arrange a callback directly from the Customer Service Manager of the Company for escalating his/her issue. Within a minimum of 1 (one) hour to a maximum of 24 (twenty-four) hours of receipt of such request/escalation, the Customer Service Manager of the Company shall himself/herself call the respective customer and speak to him/her in order to provide a final resolution or further resolution timeline on the complaint/grievance. In cases where the Customer Service Manager of the Company needs to co-ordinate with a particular department for resolving a complaint, he/she needs to inform the customer that he/she will get back to the customer with a final resolution or further resolution timeline in not more than 2 (two) Business Days.

  Note: If there is no response/resolution given by the Customer Service Manager of the Company within the above TAT, then the customer service desk shall escalate the case to the Grievance Redressal Officer of the Company via official e-mail for taking necessary action.

• Level 2:

  If the customer is not satisfied with the response/resolution given by the Customer Service Manager of the Company or in case the grievance is not redressed within a period of one month from the date of its first submission, he/she can write directly to the Grievance Redressal Officer of the Company at the below-mentioned contact details:

  Mukul Dwivedi
  Si Creva Capital Services Private Limited,
  10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West,
  Mumbai, Maharashtra 400070.
  E-mail Id: mukul.dwivedi@sicrevacapital.com
  Contact No: 07967112136
  In E-mail, kindly also mark CC to: info@sicrevacapital.com

• Level 3

  If the customer is not satisfied with the response/resolution given by the Grievance Redressal Officer of the Company or in case the grievance is not redressed within a period of one month from the date of its first submission, he/she can write directly to the Nodal Officer of the Company at the below-mentioned contact details:

  Benishba Jivin
  Si Creva Capital Services Private Limited,
  10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West,
  Mumbai, Maharashtra 400070.
  E-mail Id: benishba.jivin@sicrevacapital.com
  Contact No: 08046983691
  In E-mail, kindly also mark CC to: info@sicrevacapital.com

• Level 4

  If the customer is not satisfied with the response/resolution given by the Nodal Officer or in case the grievance is not redressed within a period of one month from the date of its first submission, then he can write to:

  Officer-in-Charge
  Reserve Bank of India,
  Department of Non-Banking Supervision,
  3rd Floor, RBI Building,
  Opp. Mumbai Central Railway Station,
  Near Maratha Mandir, Byculla,
  Mumbai – 400 008

  Complaints can also be filed, in the prescribed format (available on the RBI website – https://cms.rbi.org.in or https://sachet.rbi.org.in/” or sent in physical mode to
  The ‘Centralised Receipt and Processing Centre
  Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

  A copy of the Reserve Bank -Integrated Ombudsman Scheme, 2021 is available on the RBI website and on the CMS portal (https://cms.rbi.org.in).

  At all the branches/head office and website of Si Creva, a notice has been put up informing the customers about the escalation mechanism and the Grievance Redressal Officer (including the name and contact details).

Sensitizing customer service staff for handling complaints

• The staff involved in providing customer service shall be properly trained for handling complaints and escalations. Customer service means dealing with people and people have their emotions, self-respect, egos as well as their own level of daily stress to handle. So, there is a good possibility that differences of opinion or disagreements can arise. Hence, it is of primary importance that employees engaged in customer service are able to cater to all customers with an open mind and a smile on their faces in order to win the customer’s trust as well as confidence. The Company, keeping in mind the aforesaid, has placed adequate systems and inculcated protocols within its employees to ensure maximum customer satisfaction.
• Providing training on the process as well as soft skills is very much required for handling irate customers and hence it should be an integral part of the employee training program for customer service executives ^ managers. The Head of Customer Service needs to ensure that the Grievance Redressal Mechanism operates efficiently and smoothly across all levels.
• In order to assess the efficacy of the mechanism in addressing the customers’ grievances and validating that the products and processes of the Company are widely accepted, the Company will conduct audit of the quality of customer service across all levels and channels, so as to ensure that best quality of customer service as per accepted standard is maintained regularly.

Internal Review Mechanism:

1. All customer complaints or grievances will be updated in the internal Customer relationship management (“CRM”) software, and tracked until closure as per the process.
2. Management will periodically review the customer grievance tracker to ensure timely response/closure of customer complaints.

Exclusions:

The following complaint/allegation shall not be taken up for consideration and disposal as ‘Customer Complaint’.

• Anonymous complaints without proper supporting details;
• Matters involving decisions in which the complainant has not been affected either directly or indirectly;
• Matters that are sub-judice or where any judicial authority had passed an order;
• Cases which have been reported as fraud and/or is under investigation by government authority like Police, Tax, etc. or where the authority has already taken a view on the subject matter, after investigation;
• A fresh complaint, which is already under consideration of the Ombudsman/Appellate Authority appointed under Ombudsman Scheme for Non-Banking Financial Companies, 2018.

Categorization of Customer Interactions

Customer interactions are categorized into following buckets/categories:

• Complaints: These interactions involve customers expressing dissatisfaction or grievances about a product, service, or experience. Complaints can range from minor issues to more significant problems that require resolution.
• Queries: Queries are customer interactions where individuals seek information or clarification about a product, service, policy, or any other aspect related to a business. These inquiries can be general or specific in nature.
• Requests: Requests involve customers requesting a specific action or service from a company. This could include things like scheduling a service appointment, requesting a loan related document, making changes to an account, etc.

These categories help us better manage and prioritize customer interactions, ensuring that each type of request or issue is handled appropriately and efficiently.

Performing regular root cause analysis of customer grievances is an essential part of maintaining customer satisfaction and improving the overall quality of services. Following is the manner in which such analyses is carried out every 3 months through a dedicated customer grievance committee:

Root Cause Analysis

• Establish a Customer Grievance Committee:

  1. We have formed a dedicated team comprising representatives from various departments, including customer support, product development, quality control, and management.
  2. We have appointed a chairperson responsible for overseeing the analysis process.
  3. The comprehensive report on customer grievances shall be reviewed and discussed in the Committee meeting.

• Collect and Document Complaints:

  1. We gather all customer complaints received during the quarter. These may come from various channels such as emails, live chat, phone calls and social media.
  2. To ensure we are able to gather complaints efficiently, we maintain a well-organized CRM database for recording and tracking complaints.

• Categorize and Prioritize Complaints:

  1. We then group complaints into categories such as product defects, service issues, communication problems, or other relevant classifications.
  2. Complaints are also prioritized based on severity, frequency, and customer type.

• Root Cause Analysis:

  1. For each complaint category, conduct a root cause analysis to identify and resolve the underlying reasons for the grievances; the outcome of RCA shall be placed before the Board at periodical intervals for their review and guidance of further measures required, if any.
  2. We also involve relevant department heads/functional experts in the analysis process to gain diverse perspectives.

• Identify Actionable Solutions:

  1. Once the root causes are identified, the Customer Grievance Committee members brainstorm and propose actionable solutions to address these issues.
  2. The focus her is on long-term solutions that prevent the recurrence of similar complaints in the future and also on how to reduce the TAT of complaint resolution.

• Monitor Progress:

  1. Implement the proposed solutions and monitor their effectiveness over time.

• Continuous Feedback Loop:

  1. Encourage open communication channels within the committee and with other departments.
  2. Continuously gather feedback from customer service representatives and frontline staff who interact with customers directly.

• Train and Empower Staff:

  1. Provide training to employees to help them understand the importance of resolving customer grievances promptly and effectively.
  2. Equip customer service teams with the necessary tools and resources to improve TAT.

  By following this process every three months, our customer grievance committee is able to proactively identify and address the root causes of complaints, leading to a reduction in grievances and improved customer satisfaction. Additionally, the focus on reducing TAT for complaint resolution ensures that customers receive timely responses and resolutions, enhancing their overall experience with your organization.

Policy Revision

This Mechanism will be reviewed at yearly intervals or as and when considered necessary by the Audit Committee and thereafter be approved by the Board of Directors of the Company, and will be revised based on extant regulatory guidelines from time to time.

Customer Callback Timings for Grievance Redressal:

Our company places utmost importance on effective communication with our customers to guarantee their satisfaction. In line with our dedication to delivering exceptional customer service, our Customer Service Team operates within specified callback hours from 8:00 am to 7:00 pm every day. Within this timeframe, we are committed to promptly updating customers on the status of their queries, requests, and complaints.

However, certain circumstances may arise where extending our callback hours becomes necessary to resolve the issue expeditiously and on specific consent/request by the customer. In such instances, the team will obtain prior written approval over an official email/chat from the customer to make calls before 8:00 am or after 7:00 pm concerning the resolution of their grievance. This approval will solely be utilized for discussing grievance resolution and no other purpose whatsoever. Such calls will not be initiated unless written approval is received.