| 194 Annual Report | 2023-2024 Financials ix) Disclosure of customer complaints As at 31 March 2024 As at 31 March 2023 a) Complaints received by the NBFC from its customers 1. Number of complaints pending at beginning of the year 21 71 2. Number of complaints received during the year 2,414 1,360 3. Number of complaints disposed during the year 2,407 1,410 3.1 Of which, number of complaints rejected by the NBFC - - 4. Number of complaints pending at the end of the year 28 21 b) Maintainable complaints received by the NBFC from Office of Ombudsman 5. Number of maintainable complaints received by the NBFC from office of ombudsman 34 19 5.1 Of 5, number of complaints resolved in favour of the NBFC by office of ombudsman 33 19 5.2 Of 5, number of complaints resolved through conciliation/ mediation/ advisories issued by office of ombudsman 1 - 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, 2024 Non-observance of fair practices code 6 384 10.66% 16 4 Loans and advances 3 405 72.34% 4 - Staff behaviour 1 202 100.00% 1 - Levy of charges without prior notice/ excessive charges/ foreclosure charges - 23 35.29% - - Mis-selling - 16 45.45% - - Others 11 1,384 113.25% 7 - 21 2,414 28 4 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 Note 46: Disclosures pursuant to the RBI Master direction circular RBI/DoR/2023-24/106 DoR.FIN.REC. No.45/03.10.119/2023-24 (Cont'd) Arohan Financial Services Limited Notes to financial statements for the year ended March 31, 2024 (Contd.) (All amounts in ` lakhs unless otherwise stated)
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