Grievance Redressal Policy

This Grievance Redressal Policy document is an electronic record in terms of the Information Technology Act, 2000 and rules there under in force, and the provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000 from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.

1. Introduction

IRA Recovery Agency (India) Private Limited is a company, incorporated under the provisions of the Companies Act, 2013 (hereinafter referred to as “the Company”).

The Company is, inter alia, engaged in the business of providing financial technology solutions to the Customers / instalment solutions to the Customers, and in providing the technology platform to enable the above.

The Company collaborates with various regulated entities (RE) lending partners and other companies to offer various financial products through its and/or third-parties` apps and web-sites (herein after referred to as “the Platform”), and may carry out one or more of lender’s functions or part thereof in customer acquisition, underwriting support, pricing support, servicing, monitoring, recovery of specific loan or loan portfolio on behalf of REs in conformity with extant outsourcing guidelines issued by the Reserve Bank of India.

2. PURPOSE

We implemented this Grievance Redressal Policy (hereinafter referred to as “the Policy”) as providing high-quality services to Customers is the main goal of the Company.

Complaints/grievances of the Customers are an integral part of communication with the Customers and making our services better.

This Policy provides a detailed procedure how Customers` complaints/grievances are handled and resolved by the Company.

The procedure includes a review mechanism that helps to resolve any issue occurred.

3. MAIN PRINCIPLES

When resolving Customers` complaints/ grievances, the Company is governed by such principles:

1. Customers` complaints/ grievances are reviewed and resolved in a timely manner.
2. No discrimination of the Customers on the basis of race, religion, gender etc.
3. Language and behavior used in communication with the Customers should be polite, respectful, and non-threatening.
4. The Customers` privacy should be respected.
5. No unethical practices should be used when communicating with the Customers.
6. SYSTEM OF REVIEW AND MONITORING

The Company uses the modern CRM system that helps to receive, review, answer and control the Customers` complaints/ grievances.

Our employees regularly provide review and monitoring of complaints/ grievances in order to improve our services.

5. GRIEVANCE REDRESSAL MECHANISM

Company has several levels of complaints`/grievances` review.

• The first level:

All types of complaints/grievances received from various channels (calls, e-mails etc.) are referred to the Customer care employees of the Company (hereinafter referred to as “the Customer Care”) as per the grievance redressal procedure.

Any complaint/grievance may be submitted by one or several following ways:

• By phone: a Customer can call Customer Care on 912245722003 between 9:00 am and 6:00 pm from Monday to Saturday.
• By E-mail: please write to us at info@indiarecoveryagency.in
• By post: please send us a letter for the name of: IRA Recovery Agency (India) Private Limited to the address: ​​​​​​​323 CTS-266, 266/1-172, Prakashwadi Sale B, Village Gundavali, A.K Road, Andheri (East), Mumbai Mumbai City MH 400093 IN.

The Customer Care usually answer to any complaint within 5 days after the receipt of such a complaint.

The complaint may be transferred by the Customer Care to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action if there is a need. In such case the time of response may take up to 30 (thirty) days.

• The second level:

If the Customer is not satisfied with the response received from the Customer Care, the Customer can write directly to the Grievance Redressal Officer of the Company by filling out the form at the bottom this web-page or by sending his query by the following means:

• By post:

For the name of: IRA Recovery Agency (India) Private Limited

Attention: Deepak Soni, Grievance Redressal Officer

Address: ​​​​​​​323 CTS-266, 266/1-172, Prakashwadi Sale B, Village Gundavali, A.K Road, Andheri (East), Mumbai Mumbai City MH 400093 IN

• By E-mail

E-mail: grievance@indiarecoveryagency.in

Subject matter: Complaint/grievance regarding [indicate your specific subject in short]

Attention: Deepak Soni, Grievance Redressal Officer

• By phone

A Customer can call our Grievance Redressal Officer between 9:00 am and 6:00 pm from Monday to Friday.

Contact phone number: 912245722014.

The time of response to complaint/grievance may take up to 30 (thirty) days.

Though the Company is not a RE, it partners with different REs, and it is our duty to inform you of different ways to address your grievances. All our partners, being Non-Banking Financial Companies have adopted the Scheme launched by the RBI. The Integrated Scheme can be accessed here.

This Policy may be revised and amended from time to time when Company considers necessary, and shall be revised and amended based on changes in regulatory guidelines.