Arth

arth-digital-logo-updated
Customer Support & Grievances Redressal Policy
ARTH strives to ensure that its customers receive exemplary service across different touch points.
Purpose & Objective:
Customer support is extremely important for sustained business growth and as an organization ARTH strives to ensure that its customers receive exemplary service across different touch points. Customer complaints constitute an important voice of 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 Support and Grievance Redressal policy follows the following principles:
  • Customers are always treated fairly
  • Complaints raised by customers are dealt with courtesy and in a timely manner.
Customer Relationship Management (CRM)
ARTH has a dedicated Customer Relationship Management System for monitoring customer support queries and grievances. It is a software application to ensure adherence to the customer engagement processes equipped with real-time monitoring. The Customer Support team at ARTH can access the application to record and respond to all customer queries under the defined time-frame.
Process for Registering Enquiries & Complaints
Whom to approach
If you have any feedback or query with respect to the services offered by ARTH you may approach through the channels mentioned below in order of escalation.
How to make enquiry
While registering a complaint/ feedback, customers are requested to necessarily provide:
  1. Loan details i.e. Loan Account Number/Member ID,
  2. Details of query, request, complaint or feedback and
  3. Valid phone no. /email ID where we can contact you
When to expect a reply

ARTH shall endeavor to address/respond to all queries/grievances within a reasonable time and keep the customer informed about the status of their complaints. Each customer query/ complaint being unique in nature may take up to 4 weeks for complete resolution.

Whom to approach for redressal
Customers are requested to first direct their concern to the Customer Support Desk of ARTH at the given coordinates. In case of delayed resolution and, or no response within ten (10) working days, such complaint may be escalated to the Arth Grievance Redressal Officer at details mentioned below.
FRAMEWORK FOR CUSTOMER SUPPORT
As a customer, if you have any query, request, complaint, or feedback with respect to the services offered by ARTH you may please contact our Customer Support Desk at:
  • Email at: [email protected] with all supporting documents pertaining to the query in helping us expedite the resolution.
  • Voice Call to: 9044052255
  • Write to us section at our website arthdigital.net
  • Timing: Between 10.00 AM – 07.00 PM; Except:
    • National holidays declared by Government or Government Regulated bodies
    • Alternate non-banking Saturdays
    • Sundays
Grievance Redressal Mechanism
For any unresolved query or unsatisfactory response, you may escalate to Grievance Redressal officer at following coordinates (Customer must have a Customer Request Number that would be received from the [email protected]):
  • Email with the Customer Request Number (Interaction ID) at: [email protected]
  • Customers may expect the acknowledgement to the voice raised to Grievance Officer within three (3) working days followed with response and resolution in five (5) working days.
  • Timing: Between 10.00 am – 07.00 pm; Except:
    • National holidays declared by Government or Government Regulated bodies
    • Alternate non-banking Saturdays
    • Sundays
Review
ARTH customer service taskforce shall review the Grievance Redressal Policy periodically to ensure queries/complaints are resolved in the most efficient and effective manner.
Disclaimer
  • Customers reaching out to Arth beyond or before the aforesaid functional timelines of Customer Support Desk or Grievance Officer may expect delay in response, however our Customer Officer will always attempt to reach you back
  • Customers may be asked to provide the details pertaining to their records in our system for verification purpose
  • Customer unable to share the aforesaid details required for successful identification of the customer or the details of the services availed by the customer may see delay in resolution to their queries, requests, or complaints
  • On several instances, resolution to the queries, requests, complaints, or grievances may require follow-up, referrals internally or externally or from the customers, hence in such scenarios resolution to the grievance may take more time
  • Customer reaching to Customer Support Desk or Grievance Officer approves & authorize our representatives to connect with the customers through Email, Business Whatsapp, SMS or through voice calls during aforesaid functional hours even if the contact number(s) available with us are registered in DND or DNC or NDNC register
  • Customers authorize ARTH to keep the record of the conversations or details provided while interacting with our representatives, however respective data shall always be strictly confidential, for more details please refer to our Privacy Policy.
  • ARTH Customer Support Desk does not provide assistance through Personal Whatsapp or Telegrams or other non-authorised media platforms, hence customers are hereby requested not to engage with any individual or group of individuals indulging in such channels. We would like to request customers to reach us through aforesaid channels
  • For the interest of the customers, ARTH might send notifications to the customers registered mobile numbers with important information through SMS or Business Whatsapp as and when necessary