Grievance Redressal
RBI Compliant Customer Resolution Framework
Grievance Redressal Policy
InstantRupiya is committed to providing an effective, transparent, and responsive grievance redressal mechanism. This RBI-compliant policy ensures timely resolution of customer complaints with defined timelines and escalation procedures.
Definition of Grievance
A grievance is any expression of dissatisfaction regarding our services, including but not limited to:
Service Issues
- Delay in loan processing
- Poor customer service quality
- Incorrect information provided
- Communication gaps
- Unresolved queries
Financial Matters
- Dispute in charges/fees
- Interest calculation issues
- EMI amount discrepancies
- Refund delays
- Payment processing errors
Conduct Issues
- Staff behavior concerns
- Collection practice issues
- Privacy concerns
- Discrimination complaints
- Harassment allegations
Grievance Registration Channels
grievance@instantrupiya.com
Toll-Free Number
1800-XXX-GRIEVE (474483)
Mobile App
In-app support section
Branch Office
Visit nearest branch
Written Complaint
Registered post/courier
Timely Response: All grievances acknowledged within 24 hours of receipt
Escalation Matrix (RBI Compliant)
Our four-level escalation matrix ensures proper resolution:
Level 1: Customer Support
- Initial contact point
- Resolution timeline: 3 working days
- Contact: 1800-XXX-SUPP
- Email: support@instantrupiya.com
- Digital complaints preferred
Level 2: Grievance Officer
- Escalation point for unresolved issues
- Resolution timeline: 7 working days
- Email: gro@instantrupiya.com
- Written complaints addressed
- Detailed investigation
Level 3: Nodal Officer
- Final internal escalation
- Resolution timeline: 15 working days
- Email: nodal@instantrupiya.com
- Complex cases handled
- Compensation decisions
Resolution Timeline (RBI Mandated)
Day 0
Grievance Registration
Day 1
Acknowledgment Sent
Day 3
Preliminary Response
Day 15
Final Resolution
Note: If unresolved within 30 days, customers have the right to approach RBI Ombudsman
Key Personnel Details
Grievance Officer
Ms. Priya Sharma
gro@instantrupiya.com
Nodal Officer
Mr. Rajesh Kumar
nodal@instantrupiya.com
Compliance Head
Mr. Amit Patel
compliance@instantrupiya.com
Customer Support
24/7 Helpline
1800-XXX-SUPP
Compensation Policy
Compensation may be provided in verified cases:
Monetary Compensation
For established financial losses due to our error
Waiver of Charges
Penalty/charges waived for service deficiencies
Interest Adjustment
Interest refund for calculation errors
Goodwill Gesture
Ex-gratia for significant inconvenience
Customer Responsibilities
To ensure efficient grievance resolution:
RBI Integrated Ombudsman Scheme
If grievance remains unresolved within 30 days, customers may approach RBI Integrated Ombudsman:
Grievance Redressal Contact
We are committed to resolving your concerns promptly
Grievance Email
grievance@instantrupiya.comToll-Free Helpline
1800-XXX-GRIEVE (474483)Registered Address
InstantRupiya HQMumbai, Maharashtra