Grievance Redressal Mechanism

Muthoot Microfin Ltd. understands that excellence in customer service is the most important tool for sustained business growth. Organisation’s Grievance Redressal Policy articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behaviour. The objective of the Grievance Redressal Mechanism is to provide clients with a convenient, simple, low cost and effective process for settlement of individual grievances. For the purpose of the policy, ‘Grievances’ means individual client grievance and includes all the matters related to:

  • Microfinance loans rendered by the
  • Any other loan products provided to the customers from the
  • Credit Life and Natural Calamity Insurance attached to the loans products for coverage in terms of an eventuality. (facilitated through partner insurance companies)
  • Any other financial transaction undertaken between the client and Muthoot Microfin
  • Interpersonal issues arising between the client and Muthoot Microfin in terms of conduct and behaviour.
  • Credit Information Report / Credit Bureau reporting-related issues

The Company ensures that its Grievance Redressal Mechanism is governed by the following principles:

  • Clients are treated fairly, transparently, and without discrimination at all times
  • Complaints are handled with courtesy, dignity, and within defined timelines
  • Clients are informed of all available grievance channels and their escalation rights
  • All grievances are handled efficiently with defined Turnaround Time (TAT)
  • Employees handling grievances act in good faith and without prejudice
  • Continuous improvement is ensured through root-cause analysis of complaints

CHANNELS AVAILABLE FOR CUSTOMERS TO RAISE GRIEVANCES

Customers may raise grievances through any of the following channels, available between 9:30 am and 5:30 pm on all working days of the Company.

1.  Branch level

Customers may register their complaints in the Customer Complaints/Suggestions Register maintained at the branch with the Branch Manager. Most concerns related to products, loan disbursement timelines, and general service issues are handled at this level. All complaints are recorded with relevant details in the register for tracking and resolution

2.  Toll-Free number

Customers can reach us on our toll-free number 1800 1027 631.

Customers are required to provide details such as centre number, branch, and nature of complaint to the executive attending the call.

3.  Grievance Redressal Officer (Head Office):

Customers may submit complaints by post or email:

Mr. Antony Biju P A

Grievance Redressal Officer

Muthoot Microfin Ltd. Muthoot Towers, 5th Floor, Opposite Centre Square Mall,

M.G Road, Cochin- 682 035,

Phone: 0484 4277571

email to mmlcomplaints@muthootmicrofin.com.

Grievances raised by customers shall be resolved and the final decision communicated within a Turnaround Time (TAT) of 30 days from the date of receipt of the complaint.

ESCALATION CHANNELS AVAILABLE

If the grievance is not resolved within 30 days or if the complainant is not satisfied with the resolution provided by the Company, the customer may escalate the complaint through the following external mechanisms:

  1. MFIN Grievance Redressal: 1800 102 1080 (9:30 AM to 05:30 PM from Monday to Friday),
  2. SA-DHAN Grievance Redressal – 1800 8899 270
  3. RBI Integrated Ombudsman Scheme:
    Email: crpc@rbi.org.in
    Online Portal: https://cms.rbi.org.in/

 Address: Centralized Receipt and Processing Centre (CRPC) Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160 017

PERIODIC REVIEW BY TOP MANAGEMENT

 Top Management shall conduct a periodic review of the grievance redressal mechanism. A quarterly report, including an analysis of the nature of complaints received and the remedial actions initiated, shall be submitted to the Board and all relevant stakeholders.

The review shall include:

  • Trend analysis of complaints
  • Identification of root causes
  • Recommendations for systemic improvements

CUSTOMER INFORMATION ON GRIEVANCE MECHANISM:

 The Company ensures that grievance redressal information is clearly communicated and accessible to all customers through:

  • Loan documents, loan cards, and centre registers
  • Display of toll-free numbers and grievance details at all branches
  • Explanation during Comprehensive Group Training (CGT) sessions
  • Other customer communication materials as applicable

APPROVAL AND REVIEW

 This Policy shall be approved by the Board of Directors of the Company. The Policy shall be reviewed annually or whenever required due to regulatory changes, business updates, or operational needs.

Customer Information on Grievance Mechanism:

All the documents signed/acknowledged to the customer in terms of loans served as well as loan cards and centre registers would be having the grievance toll-free number and branches would be displaying the grievance redressal mechanism in their notice board. The same would be explained to the customers while enrolling in their Comprehensive Group Trainings.

Grievance Flowchart
Muthoot Microfin

Disclaimer - Important

THESE MATERIALS ARE NOT DIRECTED AT OR INTENDED TO BE ACCESSED BY PERSONS LOCATED OUTSIDE INDIA.

IMPORTANT: You must read and agree with the terms and conditions of the following disclaimer before continuing.

The following disclaimer applies to the Red Herring Prospectus of Muthoot Microfin Limited (the "Company") dated December 11, 2023 (the "Red Herring Prospectus") filed with the Registrar of Companies, Maharashtra at Mumbai and thereafter with the Securities and Exchange Board of India (SEBI") and the BSE Limited and the National Stock Exchange of India Limited, in relation to the initial public offering of the equity shares of face value of ? 10 each ("Equity Shares") of the Company ("Offer").

THE RED HERRING PROSPECTUS IS BEING MADE AVAILABLE ON THIS WEBSITE TO COMPLY WITH SECURITIES AND EXCHANGE BOARD OF INDIA (ISSUE OF CAPITAL AND DISCLOSURE REQUIREMENTS) REGULATIONS, 2018, AS AMENDED ("SEBI ICDR REGULATIONS"). You are advised to read this disclaimer carefully before reading, accessing or making any other use of the Red Herring Prospectus. In accessing the Red Herring Prospectus, you agree to be bound by the following terms and conditions, including any modifications to them from time to time.

The Red Herring Prospectus is directed at, and is intended for distribution to, and use by, residents of India only. The information in this portion of our website, including the Red Herring Prospectus, is not for publication or distribution, directly or indirectly, in or into the United States. No part of the contents of the Red Herring Prospectus shall be copied or duplicated in any form by any means, or redistributed. The information contained in the Red Herring Prospectus may not be updated since its original publication date and may not reflect the latest updates.

The Red Herring Prospectus has been hosted on this website as prescribed under Regulation 26 of the SEBI ICDR Regulations. You are reminded that documents transmitted in electronic form may be altered or changed during the process of transmission and consequently, neither the Company nor any of its affiliates accepts any liability or responsibility whatsoever in respect of alterations or changes which have taken place during the course of transmission of electronic data.

The Red Herring Prospectus does not constitute an offer to sell or an invitation to subscribe to the securities offered in any jurisdiction to any person to whom it is unlawful to make an offer or invitation in such jurisdiction and is not intended for distribution to, or use by, any person or entity in any jurisdiction or country where (a) distribution or use of such information would be contrary to law or regulation; or (b) the Company or any of its affiliates would by virtue of such distribution become subject to new or additional registration, licensing or other regulatory requirements. The Equity Shares offered in the Offer have not been and will not be registered under the U.S. Securities Act of 1933, as amended (the "U.S. Securities Act") or any state securities laws in the United States, and unless so registered may not be offered or sold within the United States, except pursuant to an exemption from, or in a transaction not subject to, the registration requirements of the U.S. Securities Act and applicable state securities laws. Accordingly, such Equity Shares are being offered and sold (i) outside of the United States in "offshore transactions" as defined in and in compliance with Regulation S under the U.S. Securities Act and the applicable laws of the jurisdiction where those offers and sales occur; and (ii) to "qualified institutional buyers" (as defined in Rule 144A under the U.S. Securities Act) pursuant to Section 4(a) of the U.S. Securities Act. No person outside India is eligible to bid for Equity Shares in the Offer unless that person has received the preliminary offering memorandum for the Offer, which comprises the Red Herring Prospectus and the preliminary international wrap (which contains, among other things, the selling restrictions for the Offer outside India).

Any person into whose possession the Red Herring Prospectus comes is required to inform himself or herself about and to observe any such restrictions.

Neither the Company nor any of its affiliates will be responsible for any loss or damage that could result from interception and interpretation by any third parties of any information being made available to you through this website. The Company and its affiliates cannot and do not guarantee the accuracy, timeliness or completeness of the information being made available to you in the Red Herring Prospectus beyond the date of the Red Herring Prospectus. The information in the Red Herring Prospectus is as of the date thereof and neither the Company nor its affiliates, directors or employees are under any obligation to update or revise the Red Herring Prospectus to reflect circumstances arising after the date thereof.

Any potential investor should note that investment in equity shares involves a high degree of risk and for details relating to such risks, see the section titled "Risk Factors" in the Red Herring Prospectus. Any decision on whether to invest in the equity shares described in the red herring prospectus of the Company dated December 11, 2023 ("RHP"), must be made solely on the basis of the RHP. As there may be material changes in the draft red herring prospectus dated June 30, 2023 (the "DRHP") versus the RHP, potential investors should not have relied on the DRHP.

The Company and its affiliates will not be responsible for any loss to any person or entity caused by any shortcoming, defect or inaccuracy which may have inadvertently or otherwise crept into the website. Neither the Company, any of its affiliates nor their directors, officers and employees will be liable or have any responsibility of any kind for any loss or damage that you incur in the event of any failure or disruption of this website, or resulting from the act or omission of any other party involved in making this website or the data contained therein available to you, or from any other cause relating to your access to, inability to access, or use of the website or these materials.

If you are not permitted to view the materials on this website or are in any doubt as to whether you are permitted to view these materials, please exit this webpage.

Disclaimer - Important

To access this information, you must confirm by pressing on the button marked "I Confirm" that, at the time of access you are located in India. If you cannot make this confirmation, you must press the button marked "I Do Not Confirm".

The documentation contained in these pages is posted solely to comply with Indian legal and regulatory requirements. Making the information contained herein available in electronic format does not constitute an offer to sell, the solicitation of an offer to buy, or a recommendation to buy or sell securities of the Company in the United States or in any other jurisdiction, including without limitation, India.

 Confirm