> Grievances Redressel Mechanism
Last Updated on : 14/09/2012
Grievances Redressel Mechanism

INDIAN RENEWABLE ENERGY DEVELOPMENT AGENCY LTD.
(IREDA)
GRIEVANCE REDRESSAL MECHANISM
FOR IREDA’S CUSTOMERS


1. OBJECTIVE :
The objective of this Grievance Redressal Mechanism is to provide procedure for settlement of grievances of customers of IREDA and to adopt measures as would result in timely settlement of grievances of IREDA’s customers within the frame work of the policies, rules and procedures of the Company. IREDA shall make endeavors to achieve and maintain fair and cordial relationship with its customers.

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2. APPLICABILITY :
This mechanism shall cover customers of IREDA. Customers shall include the following :

I. Borrowers who receive financial assistance/loan from IREDA.

II. Banks/FIs and other organizations with whom IREDA makes investments of funds and makes other banking transactions.

III. Contractors/suppliers/professionals/service providers and other intermediaries having dealings with IREDA for making supplies and providing services etc.

IV. Banks/FIs and other organizations who work as co-financiers with IREDA.

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3. SCOPE :
“Grievance” for the purpose of this procedure will mean a grievance relating to any customer arising out of the rules/policies/decisions/actions/inaction of the Company. The matters coming under the scope of this grievance procedure which can be involved by an aggrieved customer are broadly those relating to :

I. Amount of financial assistance sanctioned.

II. Terms and conditions prescribed with sanction of loan.

III. Documents to be executed.

IV. Matters contained in documents.

V. Delay in making disbursements.

VI. Repayments of principal.

VII. Charging/accounting of interest, compounding interest and liquidated damages.

VIII. Delay in release of security deposit/cheque/documents.

IX. Delay in issue of no objection certificate.

X. Delay in settlement of bills/claims.

XI. Any other issue not listed above but arising out of financial transactions with IREDA.

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4. PROCEDURE FOR HANDLING GRIEVANCES :
Subject to the above provisions, grievance of customer shall be processed and dealt within the following manner :
4.1 Stage -I. An aggrieved customer shall give his/her complaint/grievance orally with Director(Grievance), who will give personal hearing and try to resolve the grievance in consultation with head of the department to which the complaint relates within 30 working days. Concerned Head of Department shall also be present at the time of hearing of the complaint.

4.2 Stage-II : If the grievance is not satisfactorily redressed, the aggrieved customer may submit his/her grievance in writing (Annexure-A) to the Grievance Redressal Committee. The Committee will give its decision as early as possible but latest within 30 working days and the decision shall be communicated to the aggrieved customer by Registered Post/Speed Post in duplicate. Duplicate copy shall be sent back to IREDA by complainant duly signed in token of having received the decision.

4.3 Stage-III : If the aggrieved customer, is not satisfied with the decision of the Grievance Redressal Committee as provided in Stage-II, will have option to appeal in writing to the Managing Director(MD)/Chairman & Managing Director (CMD),IREDA (Annexure-B). A decision in such appeal will be taken within 45 working days from the date of receipt of the Complaint and the same shall be final and binding. In case MD/CMD feels necessary, the case may be referred to the Board of Directors for advice in the matter.

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5. Acknowledgement of Complaint :
I. Director (Grievance), IREDA shall give acknowledgement/ response within 7 working days from the date of receipt of the complaint and provide complaint reference number. Director (Grievance) shall keep the customer informed of the progress within a period of 15 working days and will inform the customer how to take the complaint further.

II. If the customer does not receive any response within a period of 15 days from the date of receipt of complaint ; he/she may write to Managing Director/CMD with a copy of the complaint.

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6. COMPOSITION OF THE GRIEVANCE REDRESSAL COMMITTEE (GRC) :
I. Managing Director/CMD will determine the composition of the Grievance Redressal Committee (GRC). The term of GRC will be two years. However, tenure of the existing GRC shall continue till the committee is reconstituted by the Managing Director/CMD.

II. The GRC shall consider and take decision on the grievance within a period of two months failing which it should be brought to the notice of the Managing Director/CMD. The GRC shall meet atleast once a month.

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7. OVERALL GUIDELINES AND CONDITIONS :
I. The customer shall bring-up his/her complaint immediately and in any case within a period of three months from the date of occurrence of the cause/action for grievance.

II. If any customer has any query relating to financial delay/transaction with IREDA, the same can be got clarified from the Customer Facilitation Centre which is operating for quick disposal and timely assistance to queries of borrowers/entrepreneurs.

III. If any customer is a victim of corruption in this office he/she can complain to the Chief Vigilance Officer,IREDA and the Central Vigilance Commission.

IV. IREDA shall make best endeavours to handle complaints promptly.

V. IREDA shall ensure that all disputes arising out of the decisions of the lending institution’s functionaries will be heard and disposed off atleast at the next higher level.

VI. All grievances oral,written and appeals received in the office of IREDA shall be entered in a Register as per format Annexure-C to be maintained by Director (Grievances) for the purpose.

VII. Customers are free to meet the Managing Director/CMD for any complaint or clarification.

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8. ANONYMOUS COMPLAINTS : Grievance pertaining to or arising out of anonymous complaints (i.e. complaint not signed/sender name not disclosed) will not be taken cognizance of and no action will be taken on the same.

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9. GRIEVANCE REPORT :
I. The number of grievances received, settled and pending will be reported by the Director (Grievance) to the Managing Director/CMD every month by 10th of the month following the month to which the report relates.

II. A consolidated report pertaining to GRM will be submitted by the Director (Grievance) to the Board of Directors of IREDA on half yearly basis.

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Annexure-A

INDIAN RENEWABLE ENERGY DEVELOPMENT AGENCY LTD. (A GOVT. OF INDIA ENTERPRISE) To be submitted to the Director (Grievances) (In Duplicate)
01. Name of the Complainant (Designation)/applicant                
02. Name of the Borrower/Customer on whose behalf the Complaint is made.  
03. Whether the complainant is authorized signatory for documents submitted by the Customer  
04. Complete address of the Customer with Pin Code No. & Contact No. & Fax No.  
05. Complaint made against which official (name) and department.  
06. Transaction reference No. & date (i.e. loan sanction letter No. & date/ other letter no. & date).  
07. Brief description of the complaint.  
08. In case the complaint was made orally, the details of oral complaint and decision given may be indicated.  


Signature of the complainant
Name:
Designation :
Date :

(Kindly note that no action shall be taken on unsigned complaint)
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Annexure-B

INDIAN RENEWABLE ENERGY DEVELOPMENT AGENCY LTD. (A GOVT. OF INDIA ENTERPRISE) To be submitted to To be submitted to Managing Director/CMD (In Duplicate)
01. Name of the Complainant (Designation)/applicant                
02. Name of the Borrower/Customer on whose behalf the Complaint is made.  
03. Name of the Borrower/Customer on whose behalf the Complaint is made.  
04. Complete address of the Customer with Pin Code No. & Contact No. & Fax Nos. 05.  
05. Complaint against which official (name) and department of IREDA.  
06. Transaction reference No. & date (Such as in the case of loan, loan sanction No. & date).  
07. Brief description of the complaint.  
08. Reasons for making appeal to MD.  
09. Any special issue with which the customer still feels aggrieved after the decision of Grievance Redressal Committee.  


Signature of the complainant
Name:
Designation :
Date :

Copy of the following documents shall be enclosed with the form :
I. Complaint/grievance originally filed with IREDA.
II. Decision of IREDA as communicated to the Customer.
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Annexure-C

INDIAN RENEWABLE ENERGY DEVELOPMENT AGENCY LTD. (A GOVT. OF INDIA ENTERPRISE) To be submitted to To be REGISTER OF GRIEVANCES
Sl Date Grievance Name of the Customer with address Date of Receipt of Grievance by Director (Grievance) Nature of Grievance Date of Acknowledgement of Grievance Date of disposal of Grievance Signature of the Director
.1 2 3 4 5 6 7 8 9
                 
                 
                 
                 
                 

 


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