CUSTOMER’S GRIEVANCE HANDLING MECHANISM
1. Introduction
Ahilya Gramin Livelihood Foundation is committed to providing fair, transparent, and efficient services to all its customers. The organization believes that customer satisfaction is the foundation of sustainable growth.
This Grievance Redressal Mechanism ensures that all customer complaints are handled in a prompt, fair, and transparent manner.
The policy follows the principles of responsible lending and customer protection recommended by the Reserve Bank of India.
2. Guiding Principles
The grievance redressal policy of Ahilya Gramin Livelihood Foundation is based on the following principles:
• All initiatives and strategies of the organization shall be customer-focused.
• Customers shall be treated with fairness, transparency, and respect.
• Complaints shall be handled in a timely and efficient manner.
• Employees shall work in good faith and without prejudice to the interests of customers.
• Customers shall be informed of the channels available for complaint registration and escalation.
3. Grievance Redressal Process
To ensure efficient handling of complaints, Ahilya Gramin Livelihood Foundation has established a three-level grievance redressal system.
Stage 1 – Branch Level Resolution
Customers or prospective customers may register their complaint by:
• Visiting the nearest branch office
• Contacting the branch staff
• Writing to the Branch Manager explaining the details of the issue
The branch office will acknowledge the complaint and attempt to resolve the issue within 7 working days.
Stage 2 – Grievance Redressal Officer
If the customer does not receive a response within 7 days, or is not satisfied with the resolution provided at the branch level, the complaint may be escalated to the Grievance Redressal Officer at the Corporate Office.
Customers may contact:
Toll Free Number: 1800-572-1471
Timing: 10:00 AM to 4:00 PM (Monday to Friday, except public holidays)
The grievance officer will review the complaint and provide a resolution within 10 working days.
Stage 3 – Chief Nodal Officer
If the customer is still not satisfied with the resolution provided in Stage 2, or does not receive a satisfactory response within the specified timeline, the complaint may be escalated to the Chief Nodal Officer.
Chief Nodal Officer Contact Details
Phone: +91 8797600414
Email: support@ahilyagramin.in
The Chief Nodal Officer will review the matter and provide a final resolution.
4. Complaint Channels Available to Customers
Customers may register complaints through any of the following channels:
• Toll-Free Customer Care Number
• Email to support team
• Written complaint submitted at branch office
• Complaint/Suggestion box available at branch
All complaints will be recorded and monitored until resolution.
5. Commitment to Customers
Ahilya Gramin Livelihood Foundation is committed to resolving all customer grievances in a fair, transparent, and timely manner.
The organization continuously reviews its grievance handling mechanism to improve service quality and enhance customer satisfaction.