✦ Customer Support

Grievance Redressal Policy

Our commitment to resolving your concerns with transparency, fairness, and efficiency.

Introduction

GROx Technologies Pvt Ltd (Brand Name — “GROx”) being a provider of technology-driven lending platform, believes that customer satisfaction is the most important tool for its sustainable growth. This Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior and easy access to transparent, speedy, and efficient service to all customers of the Company.

The contact details of Customer Support are prominently displayed on the page, its offices, and on the lending platform.

The Principle

The Grievance Redressal process of the Company follows the following principles:

  • The Customers are treated fairly at all times.
  • All the complaints, requests, queries received from Customers are responded with courtesy and in a timely manner.
  • The Customers are fully informed of avenues to escalate their complaints/grievances within the Company, and their rights if they are not satisfied with the resolution of their complaints/grievances.
  • The employees of the Company work in good faith and without prejudice, towards the interests of the Customers.

Grievance Redressal Mechanism

Complaints by a Customer shall be responded to in the below mentioned manner and timelines. However, there may be some complaints which require deeper analysis from all possible angles which may cause delayed resolution. In such cases, the Company will try to resolve grievances at the earliest depending on the nature of the case. Such delay beyond the prescribed time limit shall be conveyed to the complainant along with reasons for the same.

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Step 1 — Contact Customer Support

In case Customers have any query, grievance, or request, they can call on our helpline or write an email to us. The call facility is available from 10:00 a.m. to 06:00 p.m. (Monday to Friday) and 10:00 a.m. to 05:00 p.m. on Saturdays, except public holidays.

+91 9019900199
support@groxtech.in

Immediate response shall be provided depending on the nature of the grievance. The Customer will receive a response within 7 working days if not responded immediately.

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Step 2 — Escalate to Nodal Officer

If the Customer feels that their grievance has not been addressed, is not satisfied with the resolution received, or does not hear from us within 7 working days, the Customer can escalate:

Mr. Karthik Thampi, Nodal Officer
karthik.thampi@myshubhlife.com
grievance@myshubhlife.com

Grievance Redressal Mechanism of Tied-up Lender

The contact number and email support of each lender is available on the website under the Lending Partners section.

Procedure of Handling Customer Grievances

  • The query/request/grievance/feedback from Customers ("Communication") may be received in writing or through our helpline number.
  • The customer executive will record the Communication received from Customers.
  • The customer executive will follow the standard operating procedure depending on the type of Communication received.
  • The customer executive will attend to the Communication received from the Customer to the best of his/her ability.
  • The Communication shall be addressed based on turnaround time, nature, ageing, etc.

Reporting to the Board of Directors

  • The summary of the Customer grievance report along with a status report indicating the actions taken for resolution of the Communication, shall be placed before the Board of Directors for their review on an annual basis by the Company Secretary / Compliance Officer of the Company.
  • The report shall contain information like the total number of complaints received, disposed off and pending, with reasons thereof, and which will be placed before the Board of Directors for information / guidance.