Grievance Redressal Policy
Triumph Technology Services Pvt Ltd (trademarks ‘dili’ and ‘dilinow.com’) Customer service is extremely important for sustained business growth and as an organization Triumph Technology Services Private Limited (“Company”) operating in its own name and additionally through its trademarks ‘dili’ and ‘dilinow.com’ strives to ensure that our customers receive exemplary service across different touch points.
Purpose Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The Grievance Redressal policy follows the following principles:
Internal machinery to handle customer complaints The Company and its NBFC / Bank partners have a robust redressal process to ensure timely resolution of the grievances raised by customers. All complaints are captured and monitored to ensure timely responses; defined turnaround times (TAT) based on the nature of the query are adhered to and issues are escalated as per the escalation matrix in order to reach a resolution at the earliest possible. Once a complaint is captured, the Company and its NBFC / Bank partners will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of fourteen (14) working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.
Time Frame Suitable timelines of fourteen (14) working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.
Review and Monitoring Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.
Touch Points Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The customer can raise their concerns pertaining to the dili mobile App and dilinow.com website services (hereinafter referred as “Platform”) or to the lender who provides loan to the customer through the Platform in the following matters:
Grievance redressal mechanism of the Platform Customer can raise their concerns pertaining to the Platform, EMI schedule, Facility Type, Processing Fee and / or any other charges or any other concern related to the product to authorised representatives of the Company as below. Customers are requested to address all their grievances at the first instance to the following: Email: firstname.lastname@example.org Tel No: 9619277859 or with its NBFC (Loantap - https://loantap.in/contact-us/) and Bank partners through their Nodal officers (whose details are given within the NBFC and Bank partners website)
The Officer at Triumph Technology Services Pvt Ltd (‘dili’ OR ‘dilinow.com) may be reached on the number provided above anytime between 10:00 hrs to 18:00 hrs from Monday to Saturday except public holidays or through the email address above. The Officer shall endeavour to resolve the grievance within a period of (14) fourteen days from the date of receipt of a grievance.
Grievance redressal mechanism of the lender for all grievances against the Lender kindly refer to the Grievance Redressal Policy link sent in the welcome emailer or on their website.
If any complaint lodged by the borrower is not resolved by the partner NBFC or Bank within the stipulated period (currently 30 days), he/she can lodge a complaint over the Complaint Management System (CMS) portal under the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS). For entities currently not covered under RB-IOS, complaint may be lodged as per the grievance redressal mechanism prescribed by the Reserve Bank.