1. Introduction
  2. 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 Systemically Important Non- Deposit taking Non-Banking Financial Company, bearing Registration no. N-13.02129, registered and regulated by the Master Direction – Non-Banking Financial Company – Systemically Important Non-Deposit taking Company and Deposit taking Company (Reserve Bank) Directions, 2016, 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”).

  3. Objective
    • To ensure that a structured and robust internal mechanism for recording and resolving customer grievance 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 concerned department so that its rectified at the earliest and repeat complaints of 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 were there have been any errors or commissions and omissions, the Company will deal with the same quickly and sympathetically.
  4. Grievance Redressal Procedure for Touch points / 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 an get in touch with the customer service executive over call between 9:30 am to 6:30 pm, 7 (seven) days a week & 365 (three sixty five) days a year by dialing the number 022-62820570.

      • 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 customercontact and shall be forwarded on official e-mail to the appropriate backend unit or department for necessary resolution.
      • The customer is provided with a turnaround time (“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). 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.
    • Email
      The customer can e-mail their grievances/complaints to the Company’s customer service e-mail id care@kissht.com OR they can even send an e-mail to the Company’s dedicated customer grievance e-mail id escalation@kissht.com.

      • Within minimum 1 (one) hour to maximum 24 (twenty four) hours of raising any complaint on e-mail, 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. An acknowledgement 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 whether the same was promised 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 application, for customers to get in touch with customer service executive and register their complaints/queries.

      • Within minimum 1 (one) hours to maximum 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 whether the same was promised by the customer service executive while taking the complaint.
    • Social Media
      With the emergence of social media and increasing usage of same across all age groups, the same has become an integral part of customer touch points available with companies. While social media is not considered as 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 an option to send a message or post a message (for eg. Facebook and Twitter) are replied to by the customer service team of the Company as under:

      • Within minimum 1 (one) hours to maximum 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 on official e-mail to the appropriate backend unit or department for necessary resolution. As soon as the complaint is captured, an acknowledgement 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 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 by replying over the same social media channel on which the complaint was raised. The delivery of intimation depends on whether the same was promised by the customer service executive while taking the complaint.
  5. Grievance Redressal Procedure for Alternative Channels not operated by the Company
    • Online Consumer Forums (operated by third parties and used by some consumers for sharing their issues or reviews)

      There are many Online Consumer Forums 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 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 has a facility in place whereby the company is intimidated by the forum about such complaints, queries, reviews or suggestions raised by customers.

      • For resolution of any complaint/grievance submitted using 3rd party Online Consumer Forums, it is necessary for the Company to receive an intimation over e- mail from such forums, as the company may not be aware about 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 OR even they can send an e-mail to the Company’s dedicated customer grievance e-mail id escalation@kissht.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 minimum 24 (twenty four) hours to maximum 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 acknowledgement 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 by replying over the same online forum on which the complaint was raised. The delivery of intimation depends on whether the same was promised by the customer service executive while taking the complaint.
  6. 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 on 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 minimum 1 (one) hour to maximum 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 were 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.

      N ote: 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 on 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, he/she can write directly to the Grievance Redressal Officer of the Company on the below mentioned contact details:

      Suraj Shetty
      Si Creva Capital Services Private Limited, Der Deutsche Parkz, 2nd Floor,
      Subhash Nagar Rd, Industrial Area,
      Opposite Nahur Railway Station, Nahur West, Mumbai, Maharashtra – 400078
      E-mail Id: suraj.shetty@kissht.com

  7. Sensitizing customer service staff for handling complaints
    • he staff involved in providing customer service should 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 difference of opinion or dis-agreements 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 the face 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 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 addition to this an audit team which audits the quality of customer service across all levels and channels is necessary so as to ensure that best quality of customer service as per accepted standard is maintained regularly.
  8. Policy Revision
    This Policy will be reviewed at yearly intervals or as and when considered necessary by the Board of Directors of the Company, and will be revised based on extant regulatory guidelines from time to time.

Customer Complaint Resolution Snapshot
Customer Complaint Resolution Snapshot