Last updated on: 26th March 2026
OnEMI Technology Solutions Limited is a company incorporated under the provisions of the Companies Act, 2013, with Corporate Identification Number (CIN) U72900MH2016PTC282573. The company's registered office is located at 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West Mumbai 400070 Maharashtra India.
OnEMI is a leading digital lending platform expanding access to credit in India, offering fast and seamless financing solutions to underserved and new-to-credit customers through its secured and unsecured loan products.
OnEMI engages with customers who avail of its services through the Platform and is recognized as a "marketplace e-commerce entity" under the Consumer Protection (E-Commerce) Rules, 2020 ("Rules"). A marketplace e-commerce entity is defined as an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers.
The Rules were made effective vide notification dated July 23, 2020, issued by Ministry of Consumer Affairs, Food and Public Distribution.
The Consumer Protection (E-Commerce) Rules, 2020 apply to:
According to Rule 2(4) and Rule 2(5) of the Rules:
Rule 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.
Rule 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.
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 the 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 Company shall ensure that all complaints are resolved within a Turnaround Time (TAT) of 30 calendar days. The exact resolution timeline may vary depending on the nature and complexity of the complaint and the time required by the relevant department or backend unit to address and resolve it.
The customer shall be intimated about the resolution by:
The delivery of intimation depends on whether the same was promised by the customer service executive while taking the complaint.
All complaints/grievances received from various channels are catered to by the customer service desk as per the grievance redressal procedure.
Customers can 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 their issue.
Timeline:
Coordination Requirements:
Note: If there is no response/resolution given by the Customer Service Manager 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.
If the customer is not satisfied with the response/resolution given by the Customer Service Manager, they can write directly to the Grievance Redressal Officer.
Name: Reefat Shaikh
Organization: OnEMI Technology Solutions Limited
Address: 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070
E-mail: [email protected]
Contact Number: 08044745952
If the grievance is not redressed by the Grievance Redressal Officer, then the customer may appeal to the Nodal Officer.
Name: Zaffar Khan
Organization: OnEMI Technology Solutions Limited
Address: 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070
E-mail: [email protected]
Contact Number: 08044745951
If your grievance is with respect to a loan product availed from Platform and is not responded by the Company within a period of 30 (thirty) calendar days, then complaints can be filed in the prescribed format on:
RBI Complaint Portal: https://sachet.rbi.org.in/
At all the branches, head office, and website of the Company, notice will be put up informing the customers about:
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.
For OnEMI Technology Solutions Limited
Krishnan Vishwanathan CFO and Director
Approved by the Board of Directors at its meeting dated March 26, 2026
E-mail: [email protected]
Phone Numbers:
Location: Mumbai, Maharashtra