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BELSTAR MICROFINANCE LIMITED CUSTOMER GRIEVANCES REDRESSAL MECHANISM (CGRM) POLICY @Reviewed by The Board of Director On 28th January 2020 Contents 1.Introduction:...............................................................1

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How to fill out customer grievance redressal mechanism

01

Start by gathering all the necessary information related to the customer grievance, such as the customer's details, nature of the complaint, and any relevant documents.

02

Assign a unique reference number to the grievance for tracking purposes.

03

Conduct a thorough investigation into the complaint, involving all relevant parties if necessary.

04

Communicate with the customer to acknowledge receipt of the complaint and provide updates on the progress of the resolution.

05

Take necessary actions to resolve the grievance in a timely manner, keeping the customer informed throughout the process.

06

Once the complaint has been resolved, follow up with the customer to ensure their satisfaction with the resolution.

07

Keep records of all customer grievances and their resolutions for future reference and improvement.

Who needs customer grievance redressal mechanism?

01

Any organization that deals with customers or clients can benefit from having a customer grievance redressal mechanism in place.

02

This includes companies in industries such as retail, hospitality, healthcare, finance, and more.

03

Individuals who have a complaint or grievance related to a product or service can also make use of a customer grievance redressal mechanism to seek resolution.

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What is customer grievance redressal mechanism?

It is a system established by organizations to address and resolve customer complaints effectively and efficiently.

Who is required to file customer grievance redressal mechanism?

Any customer who has a complaint about a service or product provided by a business is required to file a grievance through this mechanism.

How to fill out customer grievance redressal mechanism?

To fill out the mechanism, customers need to provide personal details, nature of the grievance, transaction details, and any supporting documents.

What is the purpose of customer grievance redressal mechanism?

The purpose is to ensure customer satisfaction by addressing complaints and providing timely solutions, thereby improving customer trust and loyalty.

What information must be reported on customer grievance redressal mechanism?

Customers must report their personal information, details of the complaint, reference numbers, and any evidence supporting their grievance.

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