Grievance Redressal Mechanism

Objective

This grievance redressal mechanism is framed to address grievances of customers. The board of directors (“Board”) of the Easy Platform Services Private Limited (“Company”) have laid down this grievance redressal mechanism in compliance with provisions of applicable laws and regulations, including the guidelines on digital lending prescribed by the Reserve Bank of India (“RBI”) under the Guidelines on Digital Lending, issued on September 2, 2022, (“Guidelines”) and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, as amended from time to time.  

Principles

Customer complaints comprise an important voice of a customer and the following will direct standards at the Company for managing customer grievances:

• Customers will be treated fairly at all times;
• Complaints raised by customers will be dealt with courtesy and resolved in a timely manner;
• Customers will 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; and
• Employees will work in good faith and without prejudice, with all customers.

Grievance Redressal Mechanism – Applicability

Applies to any customer having issues/ grievances/ complaints/ feedback:

1. with respect to the service(s) offered by the Company; or
2. with respect to discrepancies and grievances of the customer, with respect to processing of information provided by them to the Company.

Grievance Redressal Mechanism – Procedure

Level 1:

Company’s officer:

A customer may log in a complaint to the Company through any of the following channels:

• Write an email to us at support@getzype.com; or
• You may write a letter at the address – Ground Floor, Dyna Business Park, Street No. 1, MIDC, Andheri (East), Mumbai 400 093

In case of any such complaints/grievances/ feedback, the customer may contact the Company’s officer at the above mentioned address or email-id. Customers are requested to address all their grievances at the first instance to the customer officer available through the channels above.

The Company will endeavour to resolve the grievance within a period of 7 (seven) days from the date of receipt of a grievance by the Company.

Level 2:

Nodal Officer/ Grievance Redressal Officer:

If the customer/borrower is not satisfied with the response received from the Company, he/she may raise the issue with Nodal Officer/ Grievance Redressal Officer. The name and address and contact details are as furnished below:

Attention: Mr. Vinay Balsara, Easy Platform Services Private Limited

Address: Ground Floor, Dyna Business Park, Street No. 1, MIDC, Andheri (East), Mumbai 400 093

Contact number: 022-2825 6467

Email ID: info@getzype.com     

The Company will endeavour to respond to each complaint within 7 (seven) business days from the date of receipt of the complaint.

Level 3:

If any complaint lodged by a borrower against the Company or a digital lending application engaged by the Company is not resolved by the Company within the period stipulated by the RBI (currently 30 days), they can lodge a complaint over the Complaint Management System (CMS) portal under the Reserve Bank-Integrated Ombudsman Scheme, 2021 (“RB-IOS”) at https://cms.rbi.org.in. to the Ombudsman in whose jurisdiction the office of the Company complained against, is located.

Internal Review and Monitoring

The Company will undertake a periodic review of the functioning of the grievance redressal mechanism, monitoring of complaints, nature of complaints etc.