Under the Pension Fund Regulatory and Development Authority (Point of Presence) Regulations, 2018, the overall responsibility of the Point of Presence for redressal of subscriber grievances shall be as provided under the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 or any amendments thereof or any guidelines issued by the PFRDA.
Accordingly, Finzoomers Services Private Limited (“Company”), being a registered Point of Presence under PFRDA (Point of Presence) Regulations, 2018 has prepared and adopted this grievance redressal policy with an objective of establishing a robust and transparent mechanism for addressing and resolving grievances of subscribers associated with the Company within stipulated timelines and to ensure that the subscribers’ complaints / grievances are handled effectively and prudently, taking into consideration the regulatory timelines and redressal mechanisms.
All grievances received by the Company will be responded to with the final decision of the Company within the prescribed regulatory timeline of 30 days of its receipt.
The subscriber needs to follow the procedures as mentioned below to raise their complaint with the Company.
Channel of Communication/Raising complaints:
The complainant can raise grievances through the following modes:
An acknowledgement email/ letter shall be sent to the Subscriber within three working days of the receipt of the Grievance/ Complaint.
Escalation matrix
1. Within the Company:
Level 1: Subscribers can reach out to us with their grievance/complaint either through customer support tab on mobile application or by sending us an email to npssupport@indmoney.com
Level 2: In case the user has not received any response or is not satisfied with the response received, they can reach out to our Grievance Redressal Officer (“GRO”), details of which are mentioned below during business hours (10:00 am- 7:00 pm, Monday to Friday):
Level 3: If a customer feels that their complaint has not been satisfactorily addressed by the GRO, they can approach the ‘Compliance Officer’ of the Company for redressal of their grievances by communicating its concerns / complaint to pop@indmoney.com
2. Escalation to National Pension System Trust (“NPS Trust”)
Any Subscriber whose Grievance/ Complaint has not been resolved within thirty days from the date of its receipt or the Subscriber is not satisfied with the resolution provided by the Company, they may reach out to NPS Trust for resolution of their grievance. In such case, NPS Trust shall follow up the Grievance/ Complaint with Company for redressal of the Subscriber Grievance and shall call for the resolution of the Subscriber Grievance/ Complaint and respond to the Subscriber within thirty days from the date of the receipt of Grievance/ Complaint.
3. Appeal to Ombudsman
Any Subscriber whose Grievance/ Complaint has not been resolved within thirty days from the date of submission of the Grievance/ Complaint to the NPS Trust or the Subscriber is not satisfied with the resolution provided by the NPS Trust shall prefer an appeal to the Ombudsman against Company.
The details of the Ombudsman:
Pension Fund Regulatory and Development Authority
B-14/A, Chatrapati Shivaji Bhawan,
Qutab Institutional Area, Katwaria Sarai, New Delhi- 110016
Chhatrapati Shivaji Bhawan,
Email Id: ombudsman@pfrda.org.in
The user can also refer to www.pfrda.org.in for further information.
Please click here to read Grievance Redressal Policy of the Company.