Customer Grievance Redressal Policy

Overview

We, at Countit, value the trust placed upon us and strive to offer the best experience to You. Our Grievance Redressal Policy has been designed to resolve customer grievances in a timely and efficient manner, while treating our customers fairly and courteously.

In order to meet the above objective, Countit has outlined a framework for redressal of customer grievances and documented it in the form of a policy for the reference of customer touch-points.

Countit shall ensure that the Customer Grievance Redressal Policy is also available in public domain (on its app, website, and at branches).

Scope and Objectives

The objective of the policy is to spell out the framework for Grievance Redressal in Countit to ensure that:

• All customers are treated fairly and in an unbiased manner at all times
• All issues raised by customers are dealt with courtesy and resolved on time
• Customers are made completely aware of avenues to escalate their grievance within Countit and their rights to alternate remedies if they are not fully satisfied with the response or resolution to their grievance
• The employees shall work in good faith and without prejudice towards the interest of the customer

Through this policy, Countit shall ensure that a suitable mechanism exists for receiving and addressing grievances from its customers, with specific emphasis on resolving such cases fairly and expeditiously regardless of the source of the case.

Tenets of grievance redressal:

Countit shall be guided by the following tenets in its approach to grievance redressal:

• Customer Awareness: Countit shall endeavor to make continuous efforts to educate its customers to enable them to make informed choices regarding banking products as well as channels to approach for grievance redressal.
• Fairness & Transparency: The customer’s grievance shall be examined in all fairness and the Countit shall take a balanced approach to resolve the same. Countit shall ensure customer grievances are resolved in a timely and efficient manner.
• Escalation: All responses to customer grievances will provide an escalation matrix mentioning the details of the next level of grievance redressal for the customer.
• Review: Countit shall have a regular process of internal review of customer grievances at multiple hierarchies to enhance Quality and effectiveness of customer service

Definition of Query and Complaint:

Countit has clearly defined Complaints and Queries so that customer issues are logged accurately.

It is to be noted that examples mentioned below are illustrative.

Process of handling customer grievances of Countit

Touch points to report customer grievances or available for referring/seeking redressal of grievances are listed below:

Resolution of Complaints

• We are committed to providing you with our first response within 48 hours of receiving the query / complaint.
• We aim to resolve all Your complaints/queries within 5 business days.
• Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which your complaint will be addressed.
• In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system.
• Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if User is not satisfied.

Sources of grievances:

Apart from direct grievances from customer, grievances received through various regulatory bodies including Reserve Bank of India, Government of India etc, shall be handled centrally under the Grievance redressal cell.

Mode of response:

Countit shall ensure that the mode of response is as per the mode of customer intimation received e.g. cases received through e-mail shall be responded through e-mail.

Employee training and awareness:

All employees at customer facing channels and other support departments shall be periodically trained in handling customer grievances. This would include functional training as well as training in soft skills.

Review & Oversight of monitoring customer grievances:

Countit shall monitor the customer grievances logged on a regular basis.

As part of this monitoring, it shall perform the following activities:

• Analyze/conduct a root-cause analysis of the complaints logged on a quarterly basis. The analysis shall be carried out on the basis of the nature and type of complaint with a view to identify areas of complaints which are endemic in nature and require process review / procedural change.
• The analysis shall also include review of closure of cases (adequacy of closure as well as timeliness). Key aspects of the analysis shall be highlighted to the senior management.
• Summary of the complaints received and closed shall be reported as part of calendar of reviews.
• Proactive monitoring shall be carried out at a monthly frequency on sample basis for frequent areas of complaints to raise issues to the concerned units including for cases not resolved or inadequately resolved or incorrectly logged.
• Customer feedback by way of complaints and through structured Customer Service Committee meetings shall be analyzed and acted upon.
• The Nodal Grievance redressal officer shall be responsible to drive process improvement in coordination with other functions of Countit.

Customer Responsibility on Limited Liability.

• Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of Countit.
• Countit will never ask for such credentials. Customers must update their mobile numbers and email ids regularly with Countit to keep the information up to date and receive ongoing alerts.
• Customers must mandatorily register for SMS alerts and e-mail alerts (wherever applicable) for electronic payment transactions.
• Customers need to monitor transactions regularly, either from the SMS alerts or through the mobile app to identify any unauthorized transaction.
• It is the responsibility of the customer to promptly report any unauthorized transaction on the account to Countit, ensuring that there is no delay in reporting.