Ninjacart Services Private Limited Grievance Redressal Policy

Introduction
Ninjacart Services Private Limited (NSPL) is committed to delivering superior financial services and ensuring that every customer interaction is positive and fulfilling. Recognizing that there may be instances where our services do not fully meet customer expectations, we have established a comprehensive Grievance Redressal Policy, formulated under the Reserve Bank of India's (RBI') Recommendations of the Working group on Digital Lending – Implementation dated 10 August 2022 to address any issues that may arise. This method ensures that any concerns regarding the acts of NSPL's officials are heard and addressed at the next higher level.
Customer Support and Complaint Handling
Customers who want to file a complaint shall get help from NSPL, who will also give advice on what to do if they are dissatisfied with the resolution. Following an investigation, NSPL will respond as soon as possible. If the client is unsatisfied, NSPL will also offer advice on how to pursue the complaint.
Role of the Grievance Redressal Officer
An appointed Grievance Redressal Officer, who would oversee the Grievance Redressal Mechanism in consultation with senior management officials, would be responsible for resolving complaints from customers, including borrowers, regarding any matter pertaining to business practises, credit management, and recovery. The grievance resolution officer's name and contact information should be listed on the Website and App.
Timelines for Grievance Resolution
NSPL commits to resolving grievances within specified timeframes.
  • Customer Support: The Team aims to acknowledge complaints within 2 working days and provide a resolution within 10 working days.
  • NSPL's Nodal Officer: If the complaint is escalated to the Nodal Officer, a response will be provided within 15 working days.
  • RE's Nodal Officer: If unresolved or if the customer is dissatisfied with the Nodal Officer's resolution, further escalation to the RE's Nodal Officer
  • RBI: If unresolved for 1 month or if the customer is dissatisfied with RE's Nodal Officer's resolution they file a complaint on RBI's Portal.
GRIEVANCE REDRESSAL PROCEDURE
In case the Customer does not receive a response within the number of days specified below for each level or if the customer is dissatisfied with the output/response received from the Company, the Customer may escalate the complaint to the next level as indicated below:

Level 1: Ninjacart Services Private Limited's Customer Support Team

  1. In case of any query or grievance, the Customer may contact our dedicated helplines or WhatsApp support:
    Phone Support:
    Mandi (Reseller): 080-35018270 | Monday to Saturday | 09:00 AM - 6:00 PM
    Kirana (Retailer): 080-35234739 | Monday to Saturday | 09:00 AM - 6:00 PM
    WhatsApp Chat Support:
    Mandi (Reseller): 9886661491 | Monday to Saturday | 09:00 AM - 6:00 PM
    Kirana (Retailer): 7625044200 | Monday to Saturday | 09:00 AM - 6:00 PM
    When communicating with the customer support team, borrowers are urged to include all pertinent loan information, including the Loan Account Number (as stated in the loan agreement), details of the complaint, and their current contact information, including the phone number and email address they registered with the company when they applied for the loan.
  2. In case the Customer is not satisfied with the resolution/response provided by the branch team/s in due course, the Customer may escalate his complaint in the following manner.

Level 2: NSPL's Nodal Grievance Redressal Officer

In case the Customer is not satisfied with the resolution/response provided by the customer support in due course, then such Customer may contact NSPL's Nodal Grievance Redressal Officer, the details whereof are set out below:
 Nodal Grievance Redressal Officer: Raghavendra Rao
Contact details: grievance@ninjacartservices.com | 080-35018270
Address: Indiqube Helios Business Park, Tower-E, Second floor, Seat no 490, Chandana, Kadubeesanahalli, Bengaluru, Panathur, Bangalore, Bangalore South, Karnataka, India, 560103
The Nodal Grievance Redressal Officer commits to responding to the complaint within 15 (fifteen) working days of the complaint's receipt post-investigation.

Level 3: RE's Nodal Grievance Redressal Officer

In case the Customer is not satisfied with the resolution/response provided by NSPL's Nodal Grievance Redressal Officer. The Customer may further contact the RE's Nodal Officer
Avanti Finance Private Limited Name: Sunil K Tadepalli
Email: sunil.kumar.t@avantifinance.in
Contact: +91 98803 65147
Gromor Finance Private Limited Name: Rashi Kataria
Email: info@gromor.in
Contact: +91 95890 78309
Trillionloans Fintech Private Limited Name: Ms. Punam Priyadarsini Das
Email: grievances@trillionloans.com
Contact: +91 8851682895
Address: Unit No. DPT-324, 3rd Floor, DLF Prime Towers, Plot No. F-79-80, Okhla Industrial Area, Phase-1, New Delhi - 110020, India
Ftcash Finance Private Limited Name: Deepak Kothari
Email: deepak@ftcash.com
Contact: +91 983 349 6939
Address: Times Square, Tower C, 3rd Floor, Marol Andheri East Mumbai-400059
Livfin India Private Limited Name: Rahul Chander
Email: Rahul.chander@livfin.com
Contact: 011- 41256300
Address: Livfin India Private Limited, 1001-1003, 10th Floor, New Delhi House, 27 Barakhamba Road, New Delhi 110001
Ugro Capital Limited Name: Satish Kumar
Email: grievance@ugrocapital.com
Contact: 022 6826 9135
Techfino Name: Braja Kishore Sahu
Email: customercare@techfino.in
Mintifi Name: Akshata Mane
Email: customercare@mintifi.com
IDFC First Bank Name: Mr. Vipul Raj
Designation: PNO
Email: nodaldesk@idfcfirstbank.com / pno@idfcfirstbank.com
Contact: 022-41652700 / 1800 209 9771
Address: IDFC FIRST Bank Ltd. Building no. 09, 17th floor, Gigaplex Raheja Mindspace IT-5, Airoli, Navi Mumbai – 400708, Maharashtra, India.

Level 4: RBI

If the complaint/query/grievance is not redressed within a period of 1 (one) month or if the Customer is still not satisfied with the response received from Level 3 (RE's Grievance Redressal Officer) the complainant/Customer may file an online complaint on sachet.rbi.org.ins