Grievance Redressal Policy

Introduction

Amica Financial Technologies 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:

  1. All initiatives and strategies developed by Jupiter are made with the customer as the prime focus.
  2. All customers are always treated fairly and in an unbiased manner/ without bias.
  3. Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
  4. All employees at Jupiter must work in good faith and without prejudice to the interests of the customers.
  5. 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.
  6. 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 us 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: 2nd  floor, Hello World Building,

5th Main, Sector 7, 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.

Escalation Matrix

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 shall may escalate the matter through email or letter mentioning the level of escalation i.e. Level 1 or Level 2.

Level 2 will only be escalated in case of non-satisfactory resolution received from Grievance Redressal Officer (Level 1). On receipt of the complaint at each of the levels, the customer shall receive an acknowledgement email within 2 working days and upon successful closure of the complaint a closure email shall be sent to the customer from Jupiter. Below is the information on Escalation Matrix.

Level 1:

Rajesh Singh

Grievance Redressal Officer (GRO)

Amica Financial Technologies Private Limited

Address: Address: 2nd  floor, Hello World Building,

5th Main, Sector 7, HSR Layout, Bengaluru,

Karnataka 560102

Email: grievance.officer@jupiter.money

The Grievance Redressal Officer shall endeavor to resolve the grievance within a period of 14 (fourteen) working days from the date of receipt of the grievance.

Level 2:

If the customer does not receive a response from Grievance Redressal Officer within 14 (fourteen) working days of making a representation, or if the customer is not satisfied with the resolution provided by Grievance Redressal Officer, the customer may reach the Nodal Officer. Details of the Nodal Officer are mentioned below.

Nikhil Godbole

Nodal Officer

Amica Finance Private Limited

Amica Financial Technologies Private Limited

Address: Address: 2nd  floor, Hello World Building,

5th Main, Sector 7, HSR Layout, Bengaluru,

Karnataka 560102

Email: nodal.officer@jupiter.money

The Nodal Officer shall endeavor to resolve the grievance within a period of 14 (fourteen)  working days from the date of receipt of escalation.

Level 3:

If the complaint/dispute pertaining to digital lending/loan/borrowings is not redressed by Jupiter within a period of one month, you may appeal to the Officer-in-Charge of the Regional Office of Department of Non-Banking supervision of RBI- Mumbai, the details of whom are as under:

C/o Reserve Bank of India RBI

Byculla Office Building

Opp. Mumbai Central Railway Station

Byculla, Mumbai-400 008

STD Code: 022 Telephone No : 2300 1280

Fax No : 23022024

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.

Display Requirement

Jupiter will ensure the following at places where its business is transacted and website:

  • Adequate system for receiving complaints and suggestions.
  • The name and contact details (telephone / email address) of Grievance Redressal Officer who can be approached by the Jupiter customers for resolution of complaints of Jupiter products or services.
  • Display of Policy on the places of business and on Jupiter.Money website along with the websites of our Lending Partners.

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.

Lending Partner Grievance Redressal Policy

NDX P2P Private Limited

https://www.liquiloans.com/customer-grievances-redressal-mechanism

Trillionloans Fintech Private Limited

https://www.liquiloans.com/customer-grievances-redressal-mechanism

RBI Ombudsman:Level 3:

If the complaint/dispute pertaining to digital lending/loan/borrowings is not redressed by Jupiter or its Lending Partner within a period of one month, you may appeal to the Officer-in-Charge of the Regional Office of Department of Non-Banking supervision of RBI- Mumbai, the details of whom are as under:

C/o Reserve Bank of India RBI

Byculla Office Building

Opp. Mumbai Central Railway Station

Byculla, Mumbai-400 008

STD Code: 022 Telephone No : 2300 1280

Fax No : 23022024