Grievance Redressal Policy

Introduction

The Grievance Redressal Policy ("Policy”) is designed to handle all complaints or grievances of any customer on the Company’s platform (www.scoremeaa.co.in) and all its associated Mobile Apps). This Policy aims to resolve customer complaints and grievances by offering a proper redressal channel, ensuring prompt redressal of all customer grievances, minimizing the recurrence of similar issues in the future, through a structured grievance redressal framework, supported by a review mechanism.

We sincerely believe in holding the relationship with all our customers, in its full sanctity. Despite our best efforts to resolve customer complaints and grievances, we understand that there is every possibility of an issue not being resolved to the customer’s satisfaction. Therefore, this Policy provides a tiered redressal mechanism for resolving customer complaints and grievances to the maximum satisfaction. We will do our best to ensure that the redressal of any feedback, query, complaints, or grievance is fair and just and within the timelines stipulated in the given framework of rules and regulation.

Regulatory framework

This Grievance Redressal Policy has been prepared in accordance with the provisions of the Master Directions DNBR.PD.009/03.10.119/2016-17 dated September 02, 2016 and last updated on November 10, 2023 captioned “Master Direction- Non-Banking Financial Company - Account Aggregator (Reserve Bank) Directions, 2016” (“Master Directions”) as applicable to NBFC - AA.

ScoremeAA Account Aggregator Services Private Limited ( “Company”, “ScoremeAA” “we”, “our”), being a NBFC-AA, is required to have this Policy in accordance with the Master Directions.

This Policy is subject to periodic updates as per the Company’s internal policy and amendments to the Master Directions, applicable laws, rules, and regulations.

Applicability

This Policy covers how scoremeAA addresses any complaints or grievances raised by customers ( “Customer(s)”, you” or “your” ) on our Platform.

Purpose

This Policy is formulated with a purpose to provide for the efficient Customer service support through a well-established structured procedure. In order to make grievance redressal more meaningful and effective, a structured system has been built up towards such an end. This system would ensure that the redressal sought is just and fair, and within the timelines stipulated in the given framework of rules and regulations.

The Grievance Redressal policy follows the following principles:

All Customers are always to be treated fairly, equally without any bias.

Complaints raised by Customers are dealt in a prompt, courteous and in a timely manner.

Customers are informed of avenues to escalate their complaints and their rights in events of non-satisfaction of the resolution of their complaints.

The employees work in good faith and without prejudice, towards the interests of the Customers.

Resolutions follow a simple principle of ensuring an effective resolution.

The responses would be always consistent with the Master Directions, applicable laws, rules and regulations, to mitigate the impact on Customer on account of the grievance.

Grievance Redressal Mechanism

A Customer may lodge a complaint in writing via e-mail and/or the channels mentioned below. In case of any grievances, the Customers can set-forth and record their complaints / grievances for a resolution in the manner detailed below:

Registration of Complaints:

Lodge of Complaint: The Company shall enable registration of complaints by Customers through multiple channels as mentioned below. Anonymous complaints will not be considered in terms of this Customer Grievance Redressal Mechanism. Grievances must be set out clearly with detailed information. Customers shall ensure to quote their Customer ID /Reference no. in their correspondence with the Company regarding their complaint

The various channels available to Customers are as follows:

Website: Online through the links indicated on the website.

E-mail: Customers can send an email for redressal of issues to grievances@scoremeAA.co.in

By Courier / Hand delivery: By writing to the Grievance Redressal Officer at the address mentioned below.

Grievance Redressal Officer:

The Company has appointed a Grievance Redressal Officer for Customer grievances. The Grievance Redressal Officer is responsible for implementation and monitoring of Customer grievances redressal in the Company. Aggrieved Customers can write to the Grievance Redressal Officer regarding their grievances via email at grievances@scoremeAA.co.in and physically at

Mr. Praveen Khanna

Grievance Redressal Officer

Email: escalations@scoremeaa.co.in

scoremeAA Solutions Private LTD

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 grievance (Escalation Matrix):

• Level-1:

  Complaints Registration:

  You can register your complaint with scoremeAA support – support@scoremeAA.co.in

  We offer customer support service 9 hours a day and 5 days a week.

  2. Resolution of Complaints:

  We are committed to providing you with our first response within 48 hours of receiving the complaint.

  We aim to resolve all your complaints/queries within 21 business days.

  Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.

  The resolution time of complaints is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.

• Level-2:

  Complaints Registration:

  • In case you are not satisfied with the resolution provided at Level 1, you may escalate your complaint to the:

    Mr. Praveen Khanna

    Grievance Redressal Officer

    Email: escalations@scoremeaa.co.in

    scoremeAA Solutions Private LTD

    Address: 903, Tower C, Unitech Business Zone, Nirvana Country, Sector 50, Gurgaon, Haryana-122018

    Working hours: Mon-Fri 10 am to 7 pm

  Resolution of Complaints:

  We are committed to providing a first response within 24 hours of receiving the complaint.

  We aim to resolve all Level 2 complaints within 7 business days*. Any delay in the resolution time shall be proactively communicated to you.

  Post receiving the relevant information including the previous ticket reference

• Level-3

  RBI Complaints Registration:

  In case the complaint is not resolved within a period of 30 days, you may appeal to the Reserve Bank of India (RBI)

  Reserve Bank of India

  Department of Non-Banking Supervision

  Central Office, Mumbai.

  Email: cgmincdnbsco@rbi.org.in

Type of grievance to be addressed

The Company shall accept and entertain all the complaints/grievances arising out of activities undertaken by the Company as per the provisions of Master Directions. The Complaints/Grievances may be in relation to, but not limited to, the below scope:

Issues pertaining to Registration; and/or

Issues pertaining to consent related; and/or

Issues pertaining to Account Aggregation Reports; and/or

Technical issues; and/or

Billing/Fee related issues

ScoremeAA responsibilities:

We shall ensure that your grievances shall be responded to within the timeframe prescribed under this Policy.

We shall ensure mediation efforts between scoremeAA and the Customer to effectively provide a resolution.

We will analyse all disputes and provide a decision based on the facts of the case, applicable laws, rules and regulations and availability of documents.

Our customer grievance response team will ensure that all grievances are handled smoothly and sensitively and resolved within 30 days of receipt of the complaint. They will undergo training in handling grievances and will be updated from time to time depending on the need for training and optimizing our approach to handling grievances.

Customer’s responsibilities:

We request all our customers to fully cooperate with us so that we are able to provide a timely and effective grievance redressal process. Customers are expected to furnish the relevant documentation and/or information so that we can conduct an effective investigation of the issue at hand.

We may request additional information on a case-to- case basis so that we ensure the right decision has been taken when investigating a dispute. We disclaim all responsibilities and liability for non- redressal of grievances due to falsified, inaccurate, mala fide or outdated information or documents that are provided by our customers.

Monitoring

All new and pending Customer complaints along with complaints received from the Reserve Bank of India, if any shall be placed before the Board of Directors on quarterly basis for its review.

Policy review and amendments

This Policy shall be reviewed and revised, if required and approved by the Board of Directors every year, in order to align with the ongoing regulatory and business requirements. The Board of Directors reserves the power to amend this policy from time to time. The Board shall review the Policy annually and otherwise as it deems appropriate.