Grievance Redressal
CreditAccess Grameen Limited has established a robust grievance redressal mechanism to systematically monitor its operations in all its areas. We have set-up a dedicated toll-free helpline number, i.e. 1800 123 153 153, to address any grievances/queries/requests raised by our members. The helpline number is managed by a dedicated Member Support Team (MST) which has team members who are well trained and equipped to handle customer queries and grievances.
Apart from our toll-free number, we have established various other ways through which complaints can be registered – dedicated e-mail id, direct letter correspondence to Grievance Redressal Office in Head office or file a written complaint in the “Complaint Register” at any of CreditAccess Grameen Limited (CA Grameen) branches. There is a clear Grievance Redressal Policy which clearly defines responsibilities and timelines for the resolution of grievances, requests or queries. CreditAccess Grameen’s Member Support Team has also established out-bound calling facility to pro-actively reach out to clients to check their satisfaction level and if they have any requests, complaints or suggestions.
For any kind of grievances/queries/requests, you may also contact:
- Mr. Arun Kumar B
Grievance Redressal Officer (Principal Nodal Officer)
CreditAccess Grameen Limited
No.49, 46th Cross, 8th Block, Jayanagar, Bengaluru -560070
Phone Number: 080-22637300
Email: yourvoice@cagrameen.in
Toll Free Number: 1800 123 153 153
File a written complaint in the “Complaint Register” at any of CreditAccess Grameen Limited (CA Grameen) branches.
Our Grievance Redressal Cell is open from 9.15 a.m. to 6.15 p.m. from Monday to Friday.
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If reply is not received from CreditAccess Grameen Limited within a period of 30 days OR customer remains dissatisfied with the reply of CreditAccess Grameen Limited, customer may prefer a complaint with any of the following institutions:
2) Grievance Redressal Cell
Microfinance Institutions Network (MFIN)
403 – 404, 4th floor,
Emaar Palms Spring Plaza,
Golf Course Road, Sector-54
Gurgaon-122003, Haryana
Tollfree Number: 1800 102 1080
3) The Ombudsman
Centralized Receipt and Processing Centre (CRPC)
Reserve Bank of India,
Central Vista, Sector 17,
Chandigarh – 160 017
Email – crpc@rbi.org.in
Customers may also lodge their complaints by using the following link:
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Our institution has appointed an Internal Ombudsman (IO) with effect from April 01, 2022 in line with RBI guidelines.
We assure you of timely and prompt grievance redressal. Thank you.