CUSTOMER GRIEVANCE REDRESSAL MECHANISM

1. Introduction

OnEMI Technology Solutions Private Limited is a company, incorporated under the provisions of the Companies Act, 2013, Corporate Identification Number (CIN) U72900MH2016PTC282573 and having its registered office at 10A/2, Floor-Ground, Plot – 9A/9B, New Sion CHS, Swami Vallabhdas Marg Road No 24 Sindhi Colony, Sion Mumbai City Maharashtra 400022, India (“OnEMI” / “Company”).

The Company is, inter alia, engaged in the business of (i) providing financial technology solutions to enable use of instant EMI / instalment solutions to consumers, and in providing the technology platform to enable the above, (ii) providing customer acquisition services and loan origination services to financiers/lending partners, The Client business is carried out under the brand name “Kissht”. The Company thus collaborates with lending partners and other companies to offer various financial products through its technological platform www.kissht.com (“Platform”).

2. Purpose

Since the Company engages with customers who avail of its services through the Platform, it is recognized as an “marketplace e-commerce entity” (an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers) under the Consumer Protection (E-Commerce) Rules, 2020 (“Rules”) framed under the Consumer Protection Act, 2019. The Rules are made effective vide notification dated July 23, 2020, issued by Ministry of Consumer Affairs, Food and Public Distribution.

The Rules apply to:

  1. all goods and services bought or sold over digital or electronic network including digital products;
  2. all models of e-commerce, including marketplace and inventory models of e-commerce; all e- commerce retail, including multi-channel single brand retailers and single brand retailers in single or multiple formats; and
  3. all forms of unfair trade practices across all models of e-commerce.

According to Rule 4(4) and Rule 4(5) of the Rules:

  1. 4(4): Every e-commerce entity shall establish an adequate grievance redressal mechanism having regard to the number of grievances ordinarily received by such entity from India, and shall appoint a grievance officer for consumer grievance redressal, and shall display the name, contact details, and designation of such officer on its platform; and
  2. 4(5): “Every e-commerce entity shall ensure that the grievance officer referred to in sub-rule (4) acknowledges the receipt of any consumer complaint within forty-eight hours and redresses the complaint within one month from the date of receipt of the complaint.”

Accordingly, this Policy is framed to comply with the provisions of the Rules and have in place an effective redressal mechanism for seamlessly disposing the grievances of the customers of the Company. The Company, through this Policy wants to ensure that it handles complaints fairly, efficiently, and effectively. This Policy endeavors to ensure that it’s grievance redressal procedure is properly and effectively implemented, and that the complainant feels confident about her/his complaints being acted upon promptly and equitably.

The customer is provided with a Turn Around 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).

The customer shall be intimated about the resolution by e-mail, call or by replying over the 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.

3. Escalation Process
3.1. Level 1:

All complaints/grievances received from various channels are catered to by the customer service desk as per the 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.

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 on official e-mail for taking necessary action.

3.2. 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 Nodal Officer of the Company on the below mentioned contact details:

Zaffar Khan

OnEMI Technology Solutions Private Limited,

10A/2, Floor-Ground, Plot – 9A/9B, New Sion CHS, Swami Vallabhdas Marg, Road No 24, Sindhi Colony, Sion, Mumbai-400022

E-mail Id: zaffar.khan@kissht.com

Contact No: 08068249277

3.3. Level 3

If the grievance is not redressed by Nodal Officer, within a period of 30 (thirty) days, then the customer may appeal to Grievance Redressal Officer on the below mentioned contact details:

Suraj Shetty

OnEMI Technology Solutions Private Limited,

10A/2, Floor-Ground, Plot – 9A/9B, New Sion CHS, Swami Vallabhdas Marg, Road No 24, Sindhi Colony, Sion, Mumbai-400022

E-mail Id: suraj.shetty@kissht.com

Contact No: 08068249278

At all the branches / head office and website of the Company, notice will be put up informing the customers about the escalation mechanism and the Grievance Redressal Officer (including the name and contact details).

This Policy will be reviewed at yearly intervals or as and when considered necessary by the Management of the Company, and will be revised based on extant regulatory guidelines from time to time.