Grievance Redressal Mechanism (GRM) of Growing Opportunity Finance India Private Limited (GO)
GO MFI – NBFC has an effective Grievance Redressal Mechanism in place for our clients. Deficiency / complaint if any in our services to our clients are addressed at different levels of administration. This GRM is functioning with dedicated contact numbers / email address / Registers in Branch Offices for registering complaints / suggestions.
Level 1: Branch Manager
Our clients may contact the Branch Manager of the particular location to register their grievances or suggestions, whose contact number and Name is displayed in the Branch Notice Board.
A separate note book / Complaint boxes are available in all branch offices to register their complaints / suggestions.
The grievance will be addressed within SEVEN working days.
Level 2: Grievance Redressal Officer (GRO)
If the grievances are not addressed in above said stipulated days / if the client is not satisfied with the response received from Branch Manager, the client may contact the Grievance Redressal Officer (GRO) of GOF, whose contact number is displayed in the Branch notice board and Loan Repayment Card.
For Tamil Nadu and Puducherry
The client can register the complaint with Ms. Franzina S through phone number: 87544 27242 email id: email@example.com and Address: # 73, Fist Floor, 6th Street, Y Block, Anna Nagar, Chennai – 600 040.
The client can register the complaint with Mr. A. Nizar Ahemed through phone number: 9174951728 email id: firstname.lastname@example.org and Address: House No. C-109, First Floor, Sector-2, near Balaji School, Devendra Nagar, Raipur (C.G) – 492001.
The grievance will be addressed within FIFTEEN working days from the primary date of complaint.
Level 3 – SRO – Micro Finance Institutions Network (MFIN)
If the client still feels that the grievance has not been addressed to her satisfaction, she may escalate the matter to MFIN Toll Free helpline for Microfinance Customer grievance redressal mechanism is also displayed in all the Branch Office notice board.
If the client complaint is not redressed within a period of one month, then client can contact:
Level 4 - RBI - General Manger (DNBS)
The General Manager
Department of Non – Banking Supervision (DNBS)
Reserve Bank of India,
Fort Glacis, Rajaji Salai, Chennai – 600 001.
Phone No: 044 – 2539 3406 Fax No: 044 – 2539 3797
E-Mail ID: email@example.com
Growing Opportunity Finance [India] Private Limited (GOF), in compliance with the Reserve Bank of India circular DNBR (PD) CC No.054/03.10.119/2015-16 dated July 01, 2015 has developed a Fair Practice Code that is integrated with the policies and procedures of GOF and implemented in a way that conforms the core values and provides effective services to the poor, outreach, profitability, and market orientation.
In summary Growing Opportunity clients will receive, in writing, a clear statement of the terms and conditions of the loan, including the loan amount, terms of the loan, conditions, and annualized rate of interest. Any change of conditions will be clearly informed in sufficient time before enacting. If recovery becomes necessary, the staff and management will take all reasonable efforts to work jointly in a way that insures a mutually beneficial outcome. In its recovery efforts, Growing Opportunity will refrain of harassment. Growing Opportunity Finance takes all grievances seriously and seeks to take appropriate corrective measures to insure everyone is treated fairly, with respect and dignity.
The Full Fair Practices Code is available - Part I & Part II
CSR Policy | Ombudsman Scheme, 2018