NIMDA URBAN DEVELOPMENT MULTI-STATE
COOPERATIVE SOCIETY LIMITED

NIMDAUDMSCSL

Trust • Security • Growth

Grievance Redressal Policy

Organization: NIMDA Urban Development Multi-State Cooperative Society Ltd. (NIMDAUDMSCSL)

1. Introduction

NIMDAUDMSCSL is committed to providing efficient and transparent services. This Grievance Redressal Policy outlines the mechanism for addressing customer complaints and resolving grievances in a timely manner.

2. Objective

Provide fair complaint resolution
Improve customer satisfaction
Ensure transparency in operations
Strengthen trust with customers

3. Types of Grievances

Account related issues
Deposit or withdrawal complaints
Loan service issues
Transaction failures
Technical issues in software/app
Staff behavior complaints

4. Grievance Redressal Process

Step 1: Customer submits complaint via email, phone, or branch.

Step 2: Complaint is registered and acknowledged.

Step 3: Investigation by concerned department.

Step 4: Resolution communicated to customer.

5. Resolution Timeline

Acknowledgement within 2 working days
Resolution within 7 working days
Complex cases within 15 working days

6. Escalation Matrix

Level 1: Customer Support Team
Level 2: Branch Manager
Level 3: Head Office
Level 4: Management Committee

7. Mode of Filing Complaint

Email
Phone call
Branch visit
Website complaint form

8. Customer Responsibility

Provide accurate complaint details
Attach supporting documents
Provide contact information

9. Monitoring & Review

Complaints are monitored regularly to improve service quality and prevent recurrence.

10. Policy Updates

This policy may be updated periodically to enhance grievance handling.

11. Contact Information

Email: [support@nimdaudmscsl.com]

Phone: [1800-XXXXX-XX]

Website: NIMDAUDMSCSL.COM