Grievance Redressal Policy
1. Introduction and Objective
Collocate Merchants Private Limited (the “Company” or “Collocate”) is committed to providing an efficient, transparent and customer-friendly grievance redressal mechanism. This Grievance Redressal Policy (the “Policy”) lays down the framework for the receipt, recording, handling, resolution and escalation of customer complaints in a time-bound manner, in accordance with the Reserve Bank of India (“RBI”) guidelines applicable to NBFCs, including the Fair Practices Code. It applies to complaints relating to the Company’s products, services and processes, and to the conduct of its employees and outsourced agents, including those engaged through its digital lending partner, LoanDidi.
2. Guiding Principles
- Fairness and respect — customers will be treated with courtesy, empathy and fairness.
- Transparency and accessibility — complaint channels, the resolution process and escalation options will be clearly communicated.
- Prompt and efficient resolution — complaints will be acknowledged promptly and resolved within defined timelines.
- Regulatory compliance — the process aligns with RBI directives and applicable law.
- Continuous improvement — complaints are treated as feedback to improve policies, processes and service.
3. Scope, Grounds and Exclusions
A grievance may be raised in relation to regulatory non-observance, any breach of the Fair Practices Code or internal standards, service deficiencies such as undue delays, incorrect charges, miscommunication or operational lapses, or the conduct of staff and agents. Mere enquiries, requests for information, feedback or suggestions are not complaints under this Policy. Anonymous or incomplete complaints, and complaints made only over the telephone unless subsequently confirmed in writing, may not be entertained.
4. Information Required and Channels
To enable prompt resolution, a complainant should provide their full name, registered mobile number, loan ID or reference number, registered email address and specific details of the complaint with supporting documents. Complaints may be lodged through:
- the Company’s website “Contact Us” page and the LoanDidi digital platform;
- email to the Grievance Redressal Officer (details below);
- a written letter to the Company’s registered office; or
- in person at the registered office, where a complaint register is maintained.
5. Complaint Handling Process
- Acknowledge and record — complaints are acknowledged within three working days and logged for tracking.
- Verify and investigate — the complaint is examined, facts verified and the root cause determined; complex matters are escalated to the relevant function.
- Update and resolve — the customer is kept informed of timelines and outcomes; the Company endeavours to resolve most complaints within 30 working days, and will inform the customer of the reason and revised timeline if more time is needed.
- Closure — resolved complaints are marked closed and archived for audit and reference.
6. Escalation Matrix
| Level | Authority / Channel | Mode of Contact | Indicative Timeline |
|---|---|---|---|
| 1 | Digital Grievance Channels | Website “Contact Us” / LoanDidi app | Within 7 working days |
| 2 | Customer Care | Registered office phone: +91 9109102582 | Within 7 working days |
| 3 | Grievance Redressal Officer | Mr. Aditya Khandelwal — 11adityakh@gmail.com / +91 99772 66990 | Within 15 working days |
| 4 | Reserve Bank of India | RBI CMS portal / RBI Contact Centre 14440 | As per RBI process |
7. Escalation to the Reserve Bank of India
If a complaint is not resolved within 30 days, or the customer is not satisfied with the resolution, the customer may approach the RBI through the Complaint Management System (CMS) portal at cms.rbi.org.in or the RBI Contact Centre at 14440, under the Reserve Bank – Integrated Ombudsman Scheme. The Company’s registered office falls under the jurisdiction of the RBI’s regional office at Kolkata. The CMS portal allows customers to lodge complaints against RBI-regulated entities, receive acknowledgements, track status and file appeals.
8. Review, Reporting, Confidentiality and Communication
- A consolidated report of grievances will be placed before the Board of Directors periodically to ensure the mechanism functions effectively and remains compliant.
- Personal and sensitive information disclosed during grievance handling will be used solely for investigation and resolution and protected under applicable data-protection law.
- Information about this mechanism — including the Grievance Officer’s contact details and the escalation process — will be displayed on the Company’s website and in customer communications.
- This Policy will be reviewed at least annually, or upon regulatory change, with amendments approved by the Board of Directors.