Grievance Redressal Policy

1. Introduction & Core Principles

Customer service is extremely important for sustained business growth. Kaynet strives to ensure that customers receive exemplary service across all touchpoints.

Core principles: (1) Customers are treated fairly; (2) Complaints are dealt with courtesy and in a timely manner; (3) Customers are informed of escalation avenues; (4) Employees and representatives work in good faith and without prejudice towards customer interests.

2. Grounds for Filing a Complaint

Customers can register complaints in writing regarding deficiencies in service, inter alia: non-observance of directions issued by RBI to NBFCs, or non-adherence to RBI guidelines on Fair Practices Code, as indicated under Clause 8 of the Ombudsman Scheme for NBFCs, 2018.

Complaints do not include general product enquiries, interest rate questions, or data modification requests (which are promptly handled by customer support). Anonymous or incomplete complaints are not addressed.

3. Channels for Raising Complaints

• General Support / Help Email: help@taplend.in
• Grievance Redressal Officer: Mr. Mohit Asoliya, Address: 4800-24 Second Floor, Bharat Ram Road, Daryaganj, Darya Ganj, Central Delhi, New Delhi, Delhi, India, 110002. Contact: +91-93558 71314. Email: grievance@taplend.in.
• Nodal Officer: Mr. Rahul Kumar, Address: 4800-24 Second Floor, Bharat Ram Road, Daryaganj, Darya Ganj, Central Delhi, New Delhi, Delhi, India, 110002. Contact: +91-93558 71315. Email: nodal@taplend.in.
• Taplend In-App Support: Available directly within the Taplend digital lending application.

4. Information Required in Complaints

• Customer’s full name
• Registered mobile number in working condition
• Loan ID allotted by the Company regarding the complaint
• Specific details of the complaint / issue along with supporting documents
• Registered email address

5. Resolution of Grievances

Attitudinal aspects: Complaints regarding staff or outsourced agent behavior are handled courteously, sympathetically, and swiftly. Misbehavior or rude conduct is treated at Zero Tolerance level with immediate corrective action taken.

Operational / Transactional aspects: The Company ensures prompt investigation and rectification of entries/transactions. If issues arise from third parties beyond company control, customer care guides the borrower with avenues for escalation.

6. Internal Machinery & Timeframe

• The Company uses an advanced CRM system following predefined TATs based on query nature and escalation matrices.
• Customer Care will endeavor to resolve complaints to customer satisfaction within 14 working days.
• Acknowledgement is sent within three (3) working days of receipt.
• Complaints are resolved within a maximum of 30 working days from the date of receipt.
• For complex complaints requiring additional time beyond 30 days, the Company informs the customer in the interim with reasons and expected resolution timelines.

7. Escalation Matrix

• First Level — Grievance Redressal Officer: Mr. Mohit Asoliya, 4800-24 Second Floor, Bharat Ram Road, Daryaganj, Darya Ganj, Central Delhi, New Delhi, Delhi, India, 110002. Contact: +91-93558 71314, Email: grievance@taplend.in. Available 10:00 AM to 6:00 PM, Monday to Saturday. Resolution within 30 days.
• Second Level — Nodal Officer: If unresolved or dissatisfied within 30 days, escalate to Mr. Rahul Kumar, 4800-24 Second Floor, Bharat Ram Road, Daryaganj, Darya Ganj, Central Delhi, New Delhi, Delhi, India, 110002. Contact: +91-93558 71315, Email: nodal@taplend.in. Available 10:00 AM to 6:00 PM, Monday to Saturday (except public holidays).
• Third Level — Complaints to RBI Ombudsman: If no response is received within 30 days or the borrower remains dissatisfied, a complaint may be lodged under the Ombudsman Scheme for NBFCs, 2018 via RBI CMS Portal (https://cms.rbi.org.in) or at RBI Regional Office: Department of Supervision (NBFC), Reserve Bank of India, 6, Sansad Marg, New Delhi – 110001.

8. Review Mechanism & Board Oversight

A Complaints Review Committee (with representatives from all key departments including customer care) reviews complaints quarterly to plug process loopholes and check trends.

A consolidated report on grievances is submitted to the Board of Directors on a half-yearly basis for review. All complaints are reported to statutory authorities in prescribed formats.