In order to make or Grievance redressal mechanism effective following process is followed:
Clients are being educated during CGT that in the event of any grievance, clients can call on the given numbers and directly talk to the officials at the Head Office.
All the field officers are given induction as well as refresher training on the grievance redressal process.
Branch Manager and Area Manager are required to make surprise center visits to meet clients and seek feedback about the working of the company and field staff for continuous improvement and to record grievance if not resolved on spot, forward the same to the Corporate Office for further action.
A complaint process detail is placed on the notice board of every branch offices clearly stating the process of grievance redressal system in vernacular language at the branch level.
‘Grievance Redressal Officer’ attends to the grievances reported directly to the Corporate Office. The grievance redressal officer discusses the grievances with the respective branch offices and maintains a grievance log in order to seek a complete resolution to the issue.
The officers have to respond to grievances in a prompt, efficient and courteous manner.
A Complaint Register and a complaint/suggestion box is maintained at Branches and all complaints received are recorded with resolution.
In all cases complaint received at the branch the Branch Manager / Area Manager will make an earnest effort to redress the grievance and/or implement the suggestion if it relates to any operational issue, which is within his/her competence/authority.
All unresolved grievances are monitored and analyzed every month at the ‘Management Risk Committee (MRC)’. The committee comprises of CEO, V.P (Ops) and functional heads of each department.
Appropriate noting will be made at the Branch / Head office in the complaint register pertaining to closure of the matter.