Arohan Financial Services Limited | Annual Report 2022-23

| 186 Annual Report | 2022-2023 Financial Note 46: Additional disclosures pursuant to Para 19 of Master Directions - Non-Banking Financial Company - Systemically Important Non-Deposit taking company and Deposit taking company (Reserve Bank) Directions, 2016. (contd.) ix) Disclosure of customer complaints As at 31 March 2023 As at 31 March 2022 a) Complaints received by the NBFC from its customers 1. Number of complaints pending at beginning of the year 71 60 2. Number of complaints received during the year 1,360 872 3. Number of complaints disposed during the year 1,410 861 3.1 Of which, number of complaints rejected by the NBFC - - 4. Number of complaints pending at the end of the year 21 71 b) Maintainable complaints received by the NBFC from Office of Ombudsman 5. Number of maintainable complaints received by the NBFC from Office of Ombudsman 19 8 5.1 Of 5, number of complaints resolved in favour of the NBFC by Office of Ombudsman 19 8 5.2 Of 5, number of complaints resolved through conciliation/ mediation/ advisories issued by Office of Ombudsman - - 5.3 Of 5, number of complaints resolved after passing of Awards by Office of Ombudsman against the NBFC - - 6. Number of awards unimplemented within the stipulated time (other than those appealed) - - Note: Maintainable complaints refer to complaints on the grounds specifically mentioned in Integrated Ombudsman Scheme, 2021 (Previously The Ombudsman Scheme for Non-Banking Financial Companies, 2018) and covered within the ambit of the Scheme. c) Grounds of complaints Number of complaints pending at the beginning of the year Number of complaints received during the year % increase/ decrease in the number of complaints received over the previous year Number of complaints pending at the end of the year Of 5, number of complaints pending beyond 30 days Year ended March 31, 2023 Non-observance of fair practices code 61 347 (11.25%) 6 1 Loans and advances 3 235 167.05% 3 - Staff behaviour - 101 - 1 - Levy of charges without prior notice/ excessive charges/ foreclosure charges 1 17 54.54% - - Mis-selling 1 11 22.22% - - Others 5 649 138.60% 11 - 71 1,360 21 1 Year ended March 31, 2022 Non-observance of fair practices code 41 391 107.98% 61 37 Loans and advances 3 88 (42.86%) 3 - Staff behaviour 1 101 71.19% - - Levy of charges without prior notice/ excessive charges/ foreclosure charges - 11 100.00% 1 1 Mis-selling - 9 125.00% 1 - Others 15 272 (17.82%) 5 1 60 872 71 39 Arohan Financial Services Limited Summary of significant accounting policies and other explanatory information for the year ended 31 March 2023 (Contd.) (All amounts in ` lakhs unless otherwise stated)