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How to complain and how we respond

Grievance Redressal Policy

Scope

This policy covers complaints about any part of the Paisaflow Business experience: the application process, verification, credit decision communication, documents, disbursal, repayment and mandates, receipts, collection conduct, staff behaviour, data handling and the app itself. It applies to borrowers, co-borrowers, key persons of the business and anyone contacted in connection with a loan.

How to raise a complaint

• In the app — Dashboard → Grievance. You choose a category, describe the issue and attach evidence. A ticket number, owner and due date are shown immediately and you can track status and add comments.
• Email — grievance@ecoplanet.in with your registered mobile number and application or loan number.
• Phone — +91 80 4000 0000, Mon–Sat, 9 am – 6 pm.
• Post — Grievance Redressal Officer, EcoPlanet Fintech Pvt Ltd, [registered office address], Bengaluru.

Every complaint receives a reference number within one working day, whichever channel you use.

Escalation ladder and timelines

Escalation to the next level happens automatically in the app when a target is missed, and you can escalate manually at any time. Complaints about collection conduct, threats or unauthorised data access are treated as high priority with a 2-working-day resolution target and an immediate hold on collection activity on that account while the matter is reviewed.

For data-protection matters that remain unresolved after Level 3, you may also approach the Data Protection Board of India under the DPDP Act.

What we do with a complaint

1. Log it with a category and reason code, assign an owner and a due date.
2. Acknowledge with the reference number and expected timeline.
3. Investigate: pull the audit trail, call recordings, consent ledger and staff dispositions relevant to the account.
4. Respond in writing with the finding, the action taken (correction, refund, reversal of a charge, staff action, data deletion) and how to escalate if you disagree.
5. Record the root cause. Recurring causes go to the monthly compliance review and, where they arise from a process, the process is changed.

A complaint never affects your credit assessment, pricing or access to service.

Specific situations

• Wrong or missing payment credit — quote the UTR / UPI reference; reconciliation is done within 2 working days and the receipt corrected.
• Mandate debited on a wrong date or amount — the debit is reversed within 5 working days and the mandate corrected; any bank return charge caused by our error is refunded.
• Charge not in the KFS — reversed on verification, no questions asked.
• Collection conduct — the account is placed on hold, the staff member is removed from the account during review, and the outcome is shared with you.
• Data request or consent dispute — handled by the Grievance Redressal Officer as the data-protection contact within 30 days.
• Fraud or identity misuse — the session is blocked immediately, the lender's fraud desk is informed, and a written confirmation is issued to you.

Reporting and review

Complaint volumes, categories, turnaround times and root causes are reported to the lender monthly and reviewed by the lender's board-level customer service committee quarterly, as required by the RBI. Aggregate figures are available on request.

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