Grievance Redressal Policy

Introduction

The Grievance Redressal Policy ("Policy") of ScoremeAA is designed to address all customer complaints or grievances raised on the Company’s platform, including the website (www.scoremeaa.com) and associated mobile applications. This policy aims to ensure a prompt, transparent, and fair redressal of customer grievances through a tiered framework, minimizing recurrence and ensuring customer satisfaction.

We are committed to maintaining strong relationships with our customers. In instances where complaints are not resolved to the customer’s satisfaction, this policy provides an escalation mechanism for further redressal. We aim to ensure all grievances are addressed fairly and justly, within the stipulated timelines as per the governing regulations.

Regulatory Framework

This Policy has been prepared in accordance with the Master Directions DNBR.PD.009/03.10.119/2016-17, issued on September 2, 2016, and updated on November 10, 2023, known as the "Master Direction- Non-Banking Financial Company - Account Aggregator (Reserve Bank) Directions, 2016."

As a Non-Banking Financial Company - Account Aggregator (NBFC-AA), Scoreme Account Aggregation Solutions Private Limited ("ScoremeAA," “Company,” “we,” “our”) is mandated to implement this Policy, ensuring compliance with the regulatory framework. The Policy has to be periodically updated as per regulatory changes and the Company’s internal policy.

Applicability

This Policy covers how ScoremeAA addresses complaints or grievances raised by customers ("Customer(s)," "you," or "your") related to services provided on its platforms.

Purpose

The purpose of this Policy is to ensure the efficient handling of customer grievances through a well-structured procedure. The system is designed to provide fair and timely redressal of grievances while adhering to the rules and regulations.

Principles of Grievance Redressal

The grievance redressal process adheres to the following principles:

• Fair and Equal Treatment: All customers are treated equally and without bias.

• Prompt and Courteous Handling: Complaints are addressed promptly and courteously.

• Transparency in Escalation: Customers are informed about the avenues for escalation if they are dissatisfied with the resolution.

• Good Faith Resolution: All complaints are handled by employees in good faith and without prejudice.

• Consistent and Lawful Responses: Responses are aligned with the Master Directions and applicable laws, ensuring the resolution is fair and just for all parties.

Grievance Redressal Mechanism

Customers may lodge complaints in writing via email or through the following available channels:

Registration of Complaints

a) Channels for Lodging Complaints

Complaints can be submitted through multiple channels. To ensure a seamless process, complaints must contain detailed information, and the Customer ID/Reference number must be provided.

The available channels for customers are:

• Application: Through online forms on the ScoremeAA application.

• Email: Customers can send an email to grievances@scoremeaa.com for complaint redressal.

• Courier/Hand Delivery: Complaints can be submitted to the Grievance Redressal Officer at the address provided below.

Grievance Redressal Officer

The Company has appointed a Grievance Redressal Officer responsible for the implementation and monitoring of the grievance redressal process. Customers may reach out to the officer via email or physical address as follows:

• Mr. Praveen Khanna
  • Email:grievances@scoremeaa.com
  • Address:903, Tower C, Unitech Business Zone, Nirvana Country, Sector 50, Gurgaon, Haryana-122018
  • Working Hours:Mon-Fri 10 AM to 7 PM

Mechanism to Handle Grievances (Escalation Matrix)

Level 1:

• Support Email: Customers can register complaints via support@scoremeaa.com
• Response Time: The Company is committed to providing a first response within 48 hours and aims to resolve complaints within twenty-one business days. In case of delays due to technical or operational reasons, customers have to be proactively informed.

Level 2:

• If customers are not satisfied with the Level 1 resolution, they can escalate their complaints to the Grievance Redressal Officer.
• Email: grievances@scoremeaa.com
• Response Time: A first response has to be provided within 24 hours , and the aim is to resolve escalated complaints within seven business days . Any delays have to be communicated proactively.

Level 3:RBI Escalation:

• If the complaint remains unresolved after 30 days, customers can escalate the matter to the Reserve Bank of India:
• Email:cgmincdnbsco@rbi.org.in

Types of Grievances to be Addressed

The Company has to accept complaints related to the following (but not limited to):

• Registration issues
• Consent-related issues.
• Account Aggregation Reports
• Technical issues
• Billing/Fee disputes

Responsibilities of Both Parties

ScoremeAA Responsibilities:

• Ensure grievances are responded to within the specified timeframes.
• Mediate between the customer and ScoremeAA to provide an effective resolution.
• Base decisions on facts, applicable laws, and documentation.

Customer Responsibilities:

• Cooperate fully and provide relevant documentation for an effective investigation.
• Furnish accurate information to avoid delays or denial of resolution.

Monitoring

All pending customer complaints, including those received from the Reserve Bank of India, has to be presented to the Board of Directors for review on a quarterly basis.

Policy Review and Amendments

This Policy has to be reviewed annually and amended as necessary to comply with regulatory and business requirements. The Board of Directors reserves the right to amend the Policy as needed and shall review it at least once every year.