Grievance Redressal Policy EOP
Introduction
Amica Investment Advisers Private Limited (“Jupiter”) believes that providing excellent customer service on a regular and consistent basis is very important for the organization’s sustained growth. Complaint handling is an important activity of any customer facing organization. Despite care in services, negative customer experiences inevitably do occur and must be handled correctly.
At the same time, we, believe that quick and effective handling of complaints as well as prompt corrective & preventive actions to improve product features and processes are essential to provide excellent customer service to all segments of customers.
Objective
Customer complaints constitute an important voice of customer, and Jupiter has framed this Grievance Redressal Policy (“Policy”) to lay down the framework for minimizing and resolving instances of customer grievances through a proper redressal mechanism.
The Policy fulfils the following principles:
i. All initiatives and strategies developed by Jupiter are made with the customer as the prime focus.
ii. All customers are always treated fairly and in an unbiased manner/ without bias.
iii. Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
iv. All employees at Jupiter must work in good faith and without prejudice to the interests of the customers.
v. Customers shall be informed of avenues to escalate their complaints within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.
vi. To comply with the regulatory guidelines as required for this function.
Redressal Procedure
Customers shall have the option to lodge a complaint on the Jupiter App or email Amica Financial Technology Private Limited which is an outsourced agency for customer service at support@jupiter.money from its registered email id. Further, for any query related to an account or a transaction customer can reach us at +91 8066665555 (9 am to 9 pm all days except on public holidays). Customer can always send written complaints to the address mentioned below, if he/she is not satisfied with the resolution provided through various channels, the customer can escalate the issue as per the Escalation Matrix mentioned in the Policy.
Customer Service Department
Amica Financial Technologies Private Limited
Address:456, 17th Cross Rd,
Sector 4, HSR Layout,
Bengaluru, Karnataka 560102
Email: support@jupiter.money
Contact No.: +91 8066665555
Customer Service Department is committed to resolve your queries/issues within 10 (ten) working days from the receipt of the compliant.
On receipt of a complaint call, letter or mail, the Company shall send a reply to the sender within 2 working days acknowledging his/her complaint with a unique complaint reference number.
Further, whenever any complaint is received in the form of a hardcopy i.e. through any letter etc, same is recorded in a register. In all such cases, our representative calls/contacts customer at the earliest to find out the exact nature of his/her complaint.
In relation to all complaints received through regulators, we record all such complaints in a complaint register. After receiving and recording such complaints our representatives contact clients and also find out the facts of the complaint to resolve them on urgent basis.
Customers shall ensure that they quote their registered email id/ registered contact no./ application no. / sanction no. / loan account no./complaint reference no. in every correspondence with the Company regarding their complaint. Anonymous complaints will not be addressed in terms of this Policy.
Escalations
Customers who are not satisfied with the resolution provided by the customer service team upon the completion of the defined TAT for resolving the complaint may escalate the matter through email or letter mentioning the complaint number to:
Vivek Agarwal
Investor Relations Officer (IRO)
Amica Investment Advisers Private Limited
Address: Amica Investment Advisers Pvt. Ltd
Office No 31, 3rd Floor, 124,
Viraj Premises CHS Ltd,
S V Road, Khar West Mumbai
Maharashtra 400052, India
Email: The Investor Relations Officer (IRO)shall endeavor to resolve the grievance within a period of 30 (Thirty) working days from the date of receipt of the grievance.
Policy Revision
This Policy is subject to revision based on the guidelines issued from time to time. A periodical review of the Policy and the functioning of the grievances redressal mechanism at various levels of management would be undertaken by the Company. The Board of the Jupiter shall have power to effect any changes, amendments or modifications, if any, in the Policy at periodic intervals.
Interaction with customers Jupiter aims to enhance meaningful interaction with the customers and in order to achieve the same, questionnaires/customer-feedback/suggestions are given and obtained from customers. Jupiter may also conduct meetings and surveys with the customers. All suggestions given by the customers are properly examined and acceptable suggestions are implemented.
