Arohan Financial Services Limited | Annual Report 2022-23

video made available to customers in vernacular language. The contents of the programme comprised Safe Banking Practices, Charter of Customer Rights, Internal Grievance Redressal, Alternate Grievance Redressal, Dos & Don’ts while carrying out digital transactions, and Modus operandi of frauds. Supporting customers through valuable Insights The Company harnesses the power of the cloud to fetch key insights on customer satisfaction through its Customer Insights function which acts as a one-stop point for the resolution of all customer queries and concerns. The cloud-based Customer Relationship Management (CRM) system helps route and address queries and concerns within a stipulated timeline. As the custodian of Arohan’s Customer Grievance Redressal mechanism, in compliance with the Microfinance Institutions Network, the Self-Regulatory Organisation, and the Reserve Bank of India’s guidelines, it is a constant focus of the function to ensure enhanced Customer eXperience (CX). Grievance Redressal Mechanism Arohan’s Customer Grievance Redressal Mechanism has been further streamlined with the introduction of a Directly Responsible Individual (DRI) assigned to each grievance received thus, reducing the average Turn Around Time from 20 working days in FY2021-22 to 15 working days in FY2022-23. Arohan has also introduced Escalation levels 1 and 2 which indicate that any complaint if not resolved by a DRI within the stipulated timeframe, will move into escalation for priority resolution. FY 22-23_Q1 FY 22-23_Q2 FY 22-23_Q3 FY 22-23_Q4 Complaint Per Lakh Customer 400 350 300 250 200 150 100 50 0 6.2 6 5.8 5.6 5.4 5.2 5 4.8 4.6 4.4 6 6 6 5 Quarter wise Complaint received 293 360 365 341 25 20 15 10 5 0 FY 19 FY 20 FY 21 FY 22 FY 23 15 20 17 16 24 Average TAT days for all closed complaints The key principles of Arohan’s Grievance Redressal Mechanism are: • Customers shall be treated fairly at all times. • Complaints raised by customers are dealt with courtesy and without undue delay. • To enlist various types of convenient modes through which customers can register complaints. • To define escalation levels in case a customer’s complaint is not addressed at all or was not addressed satisfactorily. • Customers are fully informed of avenues to escalate their complaints/grievanceswithin theorganisation and their rights to alternative remedies if they are not fully satisfiedwith the response of the Company to their complaints. • All complaints are to be dealt with efficiently and fairly as otherwise, they can damage the reputation and business of the Company. • Arohan’s employees would work in good faith and without prejudice in the best interest of the customers. Inbound Process: The Inbound Process is the cornerstone of Arohan’s Customer Grievance Redressal Mechanism and is a robust platform to address customer grievances on priority within a designated turnaround time. Arohan offers multilingual Customer Care Service to customers. Any complaint or query received from a customer is primarily addressed by the Customer Service Representative or the Branch Head. If the complaint cannot be resolved by them, the customer has the option of escalating the same to Arohan’s Customer Care Helpdesk by dialing the toll-free number 1800 103 2375, from wherein an escalation matrix is followed up to the Grievance Redressal Officer, and an integrated workflow based routing of cases enables prompt follow-up action and resolution. Management Discussion & Analysis Annual Report 2022-23 | 42