I '. ~l=' - nhb.org.in Grievance Redressal Policy.pdf · mechanism to the constituents Df NHB, as also to the Customers of HFCs regulated by it. 2.2 The Grievance Redressal Mechanism

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1, Introduction

Grievance Redressal Policy(Revised as all 27.12.2017) ~l='"NATIONAl1t.At.: HOUSING BANK

1."1 The National Housing Bank (NHB) has been established under the NationalHousing Bank Act, 1987 to operate as a principal agency to promote housing financeinstitutions and to provide financial and other support to such institutions. The saidAct enjoinNHB to act as a developmental financial Institution in the housing financesector as also play the role of a regulator for the housing finance companies (HFCs).

1.2 Beinga financial institution, there will be occasionswhen its constituents will havecomplaints against its working like any other institution. NBB being the regulatorofHFCs, there will also be occasionswhen the customers of HFCs would approachNHB for resolution of their grievances against HFCs. It has been consistentendeavour of NHB to provide efficient service to all its constituents, includingcustomers of HFCs that are under its regulatory ambit. NHB believes that thegrievance redressal mechanism Df an institution is the gauge to measure itsefficiencyand effectivenessas it provides important feedback on the working oftheinstitution and the entities regulated by it.

1.3 Usage of Information TechnolDgy platform and application of emailcDmmunication, helps NHB in attending the complainrn received against thefunctioning of its various Departments/HI'Cs, efficiently

1.4 NHB has also appointed one of its Executive Directors as the Chief GrievanceRedressal Officer. It has al,o set up a Complaint Redressal Cell (CRC),mainly tocater to the complaints received against the HfCs, In order to consolidate allpractices and procedures, NHB has formulated the Grievance Redressal Policy("GRP" or "the Policy") and placed the same on its website. Accordingly, thegrievance redn",sal mechanism would endeavour that the redressal sought is justand fair, within the given framework of the GRP,

1,5 For the purpose of the Policy, a "Customer/Complainant" shall be anapplicant/borrower! co-borrower/legal heirs of borrower! co-borrower of theHFC,.

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2. Policy Objective

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2.1 The objfftive of the Policy is to provide an efficient and effective grievance redressalmechanism to the constituents Df NHB, as also to the Customers of HFCs regulatedby it.

2.2 The Grievance Redressal Mechanism pul in place aims to provide a simple, speedyand cost effedive mechanism to the aggrieved pilTties. The escalation provided is tosensitize that the concerned higher upl s in the NHBjlfFC is/an" made aware of thegrievance of the aggrieved party and lake a considered view in the matter.However, this is in no way a substitute to the exi~ting judicial or quasi'judicialforumjs available to the aggrieved person to get rus grievance adjudicated orredressed. Tne Complainant, therefore, is at liberty to approach the availableforum/s at any stage i.e. even before re~orting to the above mechanism or duringthe pendency of the complaint or when she/he is not sati~fied with the outcome,

2.3 Identical/duplicate complaints by the same Complainant/Customer which havealready been lodged in GRIDS under this Policy or on the other Portals viz.Centralized Public Grievance J{edressal and Monitoring System (CPGRAMS),Integrated Grievance Redressal Mechanism (INGRi\MS) of Minl~try of ConsumerAffairs or SACHET (Complaints Redressal Portal of SLCC integrated with otherRegulators including NHB) cannot be further lodged in GRlDS under this Policy, Ifany such idL'l1tical complaints are lodged, the same will be treated as a singlecomplaint.

2,4 There are instances where the Customer seeks only information on the existingDirections/Guidelines/processes/ clarifications, Seeking such information shallnot be trcated as complaints. CRC will classify customer's representations as per thefollowing definitions and redress it accordingly:

il. A "Complaint" may bc defined as an expression of dissatisfaction made to aHFC, related to its products and services, or the complaints-handling processitself, where a response or resolution is explicitly or implicitly expected.

b, A "Query" I1l<1Y be defined as a question, often conveying doubt / ambiguity aboutsomething or looking for an answer I information I guidance I clarification I data,

Frequently Asked Questions (FAQ) posted in the Website of NHB would addressto the queries of horrowers.

2,5 The Grievance Redressal Policy will go hand in hand with Directions, Circulars,Notifications, Guidelines etc, issued by National Housing Bank from lime to time.The said Directions, Circulars, Notifications, Guidelines etc, may be referred duringredressal of complaints,

Vi The Complaints received by NHB have been classified into two categories, viz. (i)against NHB, and (ii) against HFCs.

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3. Compl~int against NHB

3.1 Coverage

The roliC)' covers grievance rlliscd by the stakeholder of NHB vb'., borrower,lender, depositor, service provider, employee, etc. in connection with action taken,lack of action, standard of servia', deficiency in service, etc. by NHB.

3.2 CI~ssification of Complaint

Compillint against NHB may be classified liSunder:

(i) Complaint ag~in~t the activities of Resource Mobili7.alion Department-NHB resource mobilil.ation llctivity include issuing ofbonds/debentures/certificate of deposits/commercilll papers. borrowingsfrom banks/financial institutions, ll'C'I'h'ingdeposits from retllil investors. Inthe process, it interacts with investors/depositors, bi'lnks/finllncilllinstitutions, credit rating agencies, stock exchanges, etc. Aggrieved party,which has grie\',mce against NHBmay T1UIkecomplaint to NHB for rcdrcssaL

(ii)Complaint against activities of Refinance Operations Dep~rtment andProject Finance and Technology Promotion Department- NHB extendsfinancial support by way of rdinaf1C1'to primary lending institutions likebank.~,HFCs, UCBs, RRBsARDBs, ACHFS, etc. i\!HB also extends projectfinana' to public agencies for vllriouS types of projects, directly. Anyborrowing institution llggrievcd by the pre or post Sllnctioning processes ofNHB, which has grievnf1C1'ngainstthe procedures and practiC1'Sfollowed byNHBmay make complaint to NHB for redrcs..<;al,

(iii) Other Complaints- In addition to the complaint relating to the acti\'ities ofborrowings and deployment of funds of NHB, there mllY be complaintsconceml-d with functioning of other Dcpllrhnents viz., Human Resources,Administration &: Premises (HRD/ Admin/Premises); Market Research,Consultancy nnd Policy Department (MRCPD); Business Planning andPromotion (BPPD); Advertisement and Publicity; etc. Aggrieved parlyincluding the employee of NHB,who h.1Sgrievllocc against :>"'HBT1UIyT1UIkecomplaint to NHB for redresS<11.

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3.3 Grievance Redressal Process for complaint against NHB

(i) Submission of complaint- Complainant may submit his/her complaint inwriting to the NHB (in the prescribed format) or lodge online throughGrievance Registration & lnfonnation database System (GRIDS) usingNHB's website. A specimen of the format of 'Form of Complaint' is annexedas Annexure-A.

(ii)Sending an acknowledgement- Online complaints will be automaticallyacknowledged through GRIDS.The concerned Department will upload theoffline complaint immediately on GRIDS, to facilitate the generating of theunique complaint number for his/her reference and to send an automaticacknowledgement to the Complainant.

(iii)Redressal of the complaint- An Officer of the concerned Department, whois not below the rank of Deputy General Manager, will ensure to register theComplaint in GRIDS, examine it, and endeavour to resolve it, within thespecified disposal time. He/she will also report the status of complaintsreceived, resolved and pending to the Board/Executive Committee of theBoard, through the Chid Grievance Redressal Officer ofNHB, on a periodicalbasis.

(iv)Time Frame - The Complaint has to be seen in the right perspecllve becausethey indirectly reveal a weak spot in the working of an institution. It shall bethe endeavour of the concerned Department to resolve the complaint withina maximum period of 30 days and in case more time is required due totechnical reasons or otherwise, interim reply will be sent to the aggrievedComplainant.

3.4 Internal Machinery to handle Customer complaint against NHB

Complaints received against NHB, directly at CRC will be segregated andforwarded to the resp~'Ctivedepartments, through GRIDS. All other complaintsdirectly received by the departments will be uploaded in GRIDSin offlinemode bythe respective departments. The Complaint will then be proces~ed and disposed-offby the respective department, and the disposal will be made by an Officer of theconcerned Department, who is not below the rank of a Deputy General Manager.Thereafter, the respective department ",'ill update the final status of the complaintin GRIDS.

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3.5 Appeal Process

In case the Complainant is not satisfied with the outcome, he may prefer an appeal to theChiefGrievance Redre;;salOfficer ofNHB designated for the purpose, within 30days fromthe date of status intimation to the Complainant. Where th" Complainant is also notsatisfied with the decision of the Chief Grievance Redressal Officer, he/she may prefer anappeal to the Chainnan, NHB if he is a whole,time director or the Managing Director,NHB, if the Chairman is not a whole-time director or the position is vacant within 30 daysfrom the date of decision intimation to the appellant. The contaet details of the ChiefGrievance Redressal Officer, and the Chairman, NHB are available on NHB's web~ite. Incase, the Complainant is not satisfied with the outcome or his complaint is not resolvedwithin a given period, he/she can approach other forms of remedies, induding escalationto the Directur (Public Grievances), Department of Administrative Refunns and PublicGrievances, Government of India, Sardar Patel Bhawan, Parliament Street, New Delhi -110001 or legal or other recourses.

4. Complaint against HFC

4.1 Coverage

The Policy covers the grievance of the Customer of the HFC regulated by NHB, where theComplainant failed to secure resolution of his/her complaint after taking up the samedirectly with conccrned HFC i.e. complaints which have not been redressed or ha~ faceddelays (beyond the time frame of 30 days as provided in this Policy) in redressal by theHFG.

4.1.1- HFC to review the uperations of their schemes, and identify the sources which havecaused majority of complainf:';.The unit within HFC handling complaints should build updata on the operation of different schemes and the volume of complaints so that accuratefeedback for corrective action may be taken. HFCs to submit their Board approvedGrievance Redressal Policy to NHB covering the mode of complaint, escalation matrix,turnaround time and other guidelines issued by NHB in its CRP and Fair Practice Codeand review it annual1y.

4.2Classification of Complaint

Complaint against HFCs may be classified a~under:

(i) Deposit related complaint- NHB has issued directions/ guidelines concerningdeposit acceptance activities by HFCs under the National Housing Bank Act,1987. Delay in repayment of deposit on due date, non-payment of interest ondeposit, deduction of tax on deposit, payment of deposit to the nominees, etc.are the areas where the complaint against liFC is generally made by depositorof HFC.

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fi>1<t>1<i<il'" ~ 'IT ~ <l<rn:<t>Vi\. ffif<l;~ ~ ~ ~ qfdf<f''ll ~ '"' ~I 3W<ffi' f<mr<i';qf.rzij 'lit ~ o1Ii ~ ~ = fi>1<t>I'li"lf.tom:"f -;ffir lJ.31T.-.f><;'fit ~ '<t>Vit ~ ~ 3lwfu

fi>1<t>I'li"l<tIllJlUll1, ~~, f.tom:"f if wf.I ~ Wl'l am: n.31T,-.i<f;-~ of<!;<iii fi>1<t>1'li1f.r'Ir<1Jr;jlf<! if;>jffi ~ "IR -.m'\ fgI1f1~~il [f"'lT3Fffl ~. -tt <t>'R ~ I1"IT'W<tIf <nfif'f' atJm( 'IT Tf;'lt"li'f'1 >ft",

(i) 0fllT 'it mifu"'lI'f'\1IV if;- ~ if n.3lT.-.l:<tI2t ffi¥J! f<;~IIA~1 -.00 WI tl R<!<l"ilTfu;ij 'IT 0fl1I.m!f;

~ if f.;rB;;f, fl ~ 'IT 0lIl"l" <til TT<"FI '" """", 'fl" ~ 'IT ~ if '!'MI, "IWFi't 'fit -.rmii

<til TT<"FI ~ l!.it >In -t "lOi 31FiI'm f<ri'ij-~ ili ~ il:<IT~ '" O1~I<t>i"I[.m~ <n>IR"Rf,

f~I4'lI'l\'1 <iI 01Tci'ttl

'1""

(ii) Loan related complaint- NHBalso receives complaints against HFC with regardto their lending operations. The complaint mainly relates to levy of pre-paymentcharges, rejection of loan, non-refund of processing fees, arbitrary increase inrates of interest, non-sanction of lo,m, failure/delay in returning originaldocuments after repayment of the loan, default cases, takeover of possessionwithout following due procedures, etc.

(iii) Others~ Complaint is also received against HFC in connection with their otheractivities and operations.

4.3 Grievance Redressa] Process for complaint against HFC

(i) Submission of complaint- Aggneved Customers of HFC, who have alreadyapproached the concerned HFC in the first instance for redressal of his/hercomplaint and if Complainant has not received any response from the HFCconcerned, within 30 days of filing of the complaint or is dissatisfied with theresponse, the Complainant rnay submit his/her compliant in writing to NHB(in theprescribed format) or lodge online complaint through GRIDSusing NHB's website.A specimen of the format of 'Form ofComplaint' is annexed as Annexure-A.

(ii) Sending an acknowledgement~ Online complaints will be automaticallyacknowiedged through GRIDS.CRe will upload the offline complaint immediatelyon receipt toGRIDS,to facilitate the generating of the unique complaint number forhis/her reference and to send a system generated acknowledgement to theComplainant.

(iii) Redressal of the complaint-CRC will prima-ftcie examine the fitness of thecomplaint and then forward the complaint to concerned mc through GRlDS, ifdeemed fit,with an advice to resolve the issue and update the status in GRIDS,aftersending a suitable reply to the Complainant. The complaint, which is not related toHFC or incomplete or beyond the purview of this Policy (like employee andemployer relationship, etc.) will not be entertained by the CRC and same will beintimated to the complainant.

It may be mentioned here that deposit related complaints will be examined toascertain whether the HFC has violated any provisions of the National HousingBank Act, 1987 ( Central Act No. 53 of 1987) or the Housing Finance Companies(NH13)Directions, 2010 or any Guidelines issued there under from time to time.Where such violations are observed, action as permissible under the said Act willbe taken against the concerned HFC and also on the person(s)/ official(s)of the HFCresponsible for such violations,

Page 6 of 12

(ii) ';lj1Il"*itIT f\ila'lid - u.:m,-.t<t>- 3lf<Im f<mI ~ iF ~ ~ 'l[UfQR"lIii1ofliF ~ if >itfiil"'I~<T llT'{I 'finiT tl f.i1<til4<T~, <=I"'l'4-Tf ~ JI'm: 'ii1"'1R, 'ii1'FI ~ m,~ "F'f'<il <Il'm;r~, "'lffiG<if 1FI'11'R\ ~, 'l[Ufl'lfr<m:;r~, 'l[Ufiii Tl'J'rnFr iF 'i!T'i 'F' ~'IflR'l 'I m ij ~/~, "'fl' lJTlR'il, ~ ~ iF ~ iii foRI ~ ~ ~ ij

FRI, a11f<::iii" ~ if il<ft t'l

(iii) 3r:<r ll11'!'#r - 3lf<Im f<mI ~ iF f*,~I'fiii1lql aW QR"lIii1o\1iii" ~ if >it ~ ~ fiil'fiI~<TllT'{I

<ii'r'Jffifr ~'I

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3mt l1!i<tiI~i1i\; f.ffi'or iii ~ WIll ~ if ~ ~ t aW 'If!< RI<tiI~il<tiilr ~ f.ir<t>r<r<!<;'Of

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a'l iF $: 'IT ~ tl

(ii) QI<I1fIW a'l1."'IT- ~ f~I"'14il m 'R ~ il;- 'IT'-'I''I it <a<lIRii1 ;p, it 'IT<I<It'ifR\ MI3i14iii1I$'1 f~I<tiI~<11<il fMI~i1 f'1<m"i ~ "jJttI ;jt ~ if ~ <t>'tr1raW ~ ~ ~ ~-.00: RMrr <t>'tr1rWIT f~I<tiI~il<tiil[<il 'lI'ftft 'ifR\ <t>'tr1r1

{iii} f\ilifil<ii1 <fiT Ri'lI(UI f~i'fil~il f.ffi'or ~ fiil<ti14i1eFt dQ']'R1ill eFt ~: ~ <t>'tr1raW~ 3'IT1IR1f<Im <iiq-;jt <il _ iF f.r:!2FI ~ ~ 'li\i\ SIl', 'If!< ~ ~ {I'r ~ iF _ itfiil"'14i1 wllmr <t>'tr1r~ RI'fiI<lil'fii1f ~ ~ 3m<: ~ il;- ill<; ~ if ft:>Ifu ~ 3rnFm <t>'tr1r1

fiil4iI<lil<tiilf oil RI<ti14il :m.I'<.$. it ~ 'I W 'IT 3l'f't W '<IT~;flfu il;- w« it ~ eFt M (-:JIit"*00 '<IT"*00 ~ 3ll!?;) 'ffi dit «rn fMI~il ~ ~ R4211.('1I13i'r: fiil<tiI<li1<tiilf<il <l'Ii1

it ~ ~ "fI\I!TT 1

-....i dfffill;;il ~ "IT l.l<ni1T~ f<t;- 0I'lT it ~ fiilifil4ffi eFt ~ <ri;' lfi1T'ii1"'1R iF Ail <ii'r~ f<t;-

'!'IT 3lf<Im f<wfm -'t ~ 3lf<Im -.t<t>-~, 1987 (~ ~ <t. 53/1987), 3lf<Im

f<mIm (U.:m.-.t<t>-) ~, 2010 31'IIm <=I"'l'4 'Wl'1"'R ~ 'i1'Oii;;Rt ~~IIf.l~1i iii ~ m<fI1"A"<til

-affi>R f<t><lrtl om i!jt ~ '<fIl:<mM, <it 'ff ~ iF Ail ~ m,I'<.-$. <1m 3lf<Im f<fffl

m iF ~I ~/ ~/",,~<i1iF ~ oft <Wffl ~ iF <IW'l 1Ni ~

~eFt~1

On loan related complaints, CRC will playa facilitative role by taking up thecomplaint with the concerned HFC as the rate of interest including any increase orreduction therein, pre-payment or loan closure charges, loan disbursals, recoveryon defaults in payments and other covenants in the loan agreement are not usuallybeing regulated by NHB. A loan transaction is essentially a contract between thelender and the borrower and both the parties are governed by the same. NHB willh,mdlc dcpo~it and loan related complaint keeping the above in view. Further,complaints relating non-sanction/ rejection of loan, the same being thecommercial/business decision of the HFC, such complaints cannot be dealt underthis CRC.

(iv) Time frame- The Complaint has to be seen in the right perspective bcrause theyindirectly reveal a weak ~pot in the working of concerned HFC. HFC must addressall grievances within the specific time-frame provided in this policy. An HFC tosend a written I email acknowledgement within 5 days of receiving a complaint.This written acknowledgement must bear the name and designation of the officerwho will deal with the query, along with details at the process and time taken forresolution.

It shall be the endeavour of CRC to resolve the complaint within the maximumperiod of 60 days and if the complaints received through off line mode viz., letters,emails etc., or in language other than English/Hindi or not in the specified formatas prescribed under the Policy, may require extra 15 days' time than the normalspecified time frame of 60days for redressal ofcomplaints and in such cases,interimreply v.mlbe sent to the aggrieved Complainant.

(v) Inclusion of any other material facts in a complaint: Any complaint submittedwith CRCwill be examined in terms of the facts Igrievances produced at the timeof submission of complaints. Any subsequent change or inclusion of any othermaterial facts will be treated as a separate complaint.

(vi) Following details are mandatory for lodging the complaint online or offline,1. The c(1mpbint must contain the name and addresb of the Comp1a.irumt,thename and address of the branch or office of the HPC against which thecomplaint has been registered.

2. Date of Complaint made to concerned HFC (with Copy of Compbint).3, Facts giving rise to the complaint supported by documentR,if any.4. Wherever possible nature and extent of the loss caused to the Complainant.5, Reliefsought from NH13.6. A declaration of compliance with condition mentioned in Form of Complain!as mentioned in Para 4.3(i)above, which are required to be fulfilled prior tofiling of complaint.

rage 7 of 12

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f.r<m:llJ~ ~ <m<t'f.I<8r'lr 'fti 01T~I

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1. ~lifil'l<1 if f~I'li14<1'Mf~ "fill m lffiT.alT.w,'$. if; ifil'lR14 >fI'Wlill 'liT "'" 3ik lffiT\ft:JT~fOHFl;-~ f!l1'li14ij~ oii\ >Jt tl

2. ~ 31l.f<l'.<F.~ filif'14<1oii\ fum: (fi1'fi1'l<1<fit-qf<fil> <WI)

3, ~'i<lI<1ii1WJ -.:JlWfu ~lifil'l<1 ~ 3<"R <fiB" ~ <t»it, ~ ~ ml

4. ~Iifil'l~'fi<tr 'fi'r iR 0!R'ftmf.r <fit~ W['fu 3\R 'lR'Ilul5, "{T.all. -.f.t; it '1T'ff ~ \ffi[I

6, ~~ 4.3 (i) if afffif&<1 3'lJ'lK m'l1'1rt *' lfilifif &&If!ill<1wmr if; WI' ~ <fitoi\l!orT,'Oil~1'li14<10:0\ 'flB it ~ 'tt m 3lf<ll<f'fi tl

'!""

4.4 Internal Machinery to handle complaint made by the Customer of HFC

As mentioned earlier, NHB also receives complaint against HFC regulated by it. Thesecomplaints pertain to HFCs' deposits as well as lending operations. As per para 4.3. (iii) ofthis Policy, on loan related complaints, CRC will playa facilitative role therefore, theComplainant ofHFC should approach the concerned HI'C in the first instance for redressalof his/her complaint, If the Complainant does not receive the response from the HFCconcerned, within30 days of filing his/ her complaint, or are dissatisfied with the response,Complainant may file the complaint with the CRC at NHB either through GRIDS orphysically in the prescribed format. Any complaints re<:eivedin physical form from theComplainants of HFC will be first entered into GRIDS,before further processing. In case,the Complainants send their grievance directly to NHB, the same shall be returned to thecomplaints with an advice to approach the HFC on first instance.

4.5Appeal Process

In case the complainant is not satisfied with the outcome, he/she may prefer an appeal tothe Chief Grievance Redressal Officer of NHB designated for the purpo'le, within 30 daysfrom the date of status of intimation to the Complainant. Where the complainant is alsonot satisfied with the decision of the ChiefGrievance Redressal Officer, he/she may preferan appeal to the Chairman, NHB if he is a whole-time director or the Managing Director,NHB, if the Chairman is not a whole-time director or the position is vacant within 30 daysfrom the date of decision intimation to the appellant. The contdct details of the ChiefGrievance Redressal Officer, and the Chairman &Managing Director of NHB are availableon NHB's website. Still the complainant is not satisfied with the outcome or his complaintis not resolved within a given period, he/she can approach other forms of remedies,including legal or other recourses,

5.Closure (If Complaint

The complaint shall be considered as disposed-off and closed when:

a) NBB/ HFC have acceded to the request of the Complainant fully;b) The Complainant has indicated acceptance of the response of the NHB/HFC in

writing;c) The Complainant has withdrawn the complaint, in writing;d) The Complainant has not responded to NHBwithin four weeks from the dJte of

reply by the llFC or date of intimation by NHB; ande) Officer in charge or any officer superior to him/her in NHB has, after considering

the facts of the case, closed the complaint.

Page80f12

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ttoiftrn 31'l,fI;r.;j;, it m 'W!I ~I 'If<; fi:!14'lI'lil'li&d 'fit ~ ~ it fMIGI'1 Go! ~ ~

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if ~ 'lI ~ if ~ m if f.!1'l'IGI'1f.rqr:ur wfitoa if 3l'1'fi fllMi1 Go! qm ~ tl

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5, WI4'l14ij Q;Tf.ltIm:

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3Pl' ~ "Il1l'liI'lil 'fit lI'lT'<I '<tI<:WI! t,

'1""

6. Exclusions

The followingcomplaint shall not be construed or taken up for mnsideration anddisposal as 'Complaint':

a) Not in format or anonymous complaints or frivolous cases in respect of whichinadequate supporting details are provided shall be returned to the complainantwith an enclosure of sample format as Annexure A of the thibPolicy;

b) Cases involving decisions/ policy matters in which the Complainant has notbeen affected directlyjindirectly;

c) Cases where quasi-judicial procedures arc prescribed for deciding matters orcases that are bub-judice or where any quasi-judicial/ judicial authority hadpassed an order;

d) Cases which have been reported as fraud and/ or is under investigation bygovernment authorities like Police, Tax, etc. or where anyconstitutional/statutory body has already taken a view on the subject matter,after examination/ investigation;

e) A complaint which has already been disposed-off by the CRCofNHBand whichis again lodged against the HFC or the CRe.

f) Complaint of corruption involving NH13'sOfficial.g) Incomplete and arbitrary complaints and complaints receives through emails

which is addressed to mncerned HFCs and where in cc has marked to NHB.h) Incomplete and arbitrary complaints received through online portal.i) The Complainant has offered suggestions or is seeking advice.j) The complaint with same subjectmatter which has been previously settled

through CRCin any previous proceedings.k) Vexatious,malafide or has been filed without any sufficient cause,1) Not pursued by the mmplainant with reasonable diligence,m) In the opinion ofCRC the complicated nature of the complaint where the

complainant requires the resolution in accordance to his mode.n) Any legal notice from the Complainant to the HFC and/or marked CC (carbon

copy) to NHB shall not be treated as a grievance and the same shall not beregistered on the GRIDSportal.

0) The complaint lodged beyond 1 year from the date of incident or cause ofcomplaint may not be registered / entertained.

p) Subje<:tivemmplaints like frequent phone calls,network issues in phone calls,unable to contact officialsetc.

Page 9 of12

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7. Preservation of records

With the adoption of GRIDS, the complaints are elfftronically captured induding thosewhich are rffeived in physical form. The physical rffords pertaining to complaint shall bepreserved for period of three years from the date of final intimation made to theComplainant in respect of his! her complaint! appeal, whichever is later. This shall notpreclude preservation of said record~ in electronic, magnetic or any other media. Otherprovisions regarding preservation or destruction of old record~ shall he in accordance withBank's Records Management Policy dated 20,11-2003.The norms for fL'Cordpreservationshall not apply to records which are subject matter of litigation. Such rffords shall bepreserved till the final dispos,,1 of the subject matter of litigation at NHB level by fullsatisfaction of decree! awards! orders thereto by payment or on full and final settlement.

8. Customer Service Committee

An internal Customer Service Committee has been constituted in November, 2005 by theBank as per the RBICircular and submits the quarterly report to the Board. This Committeecomprises of senior officers of the Bank responsible for examining the issues of theCustomers. The Corrunittee could also examine the issues of effectiveness of the grievanceredressal mffhanism adopted by the Bank at periodic intervals.

9. Electronic Channels Available

The Bank's endeavour is to make maximum usc of Information and CommunicationTechnology for redressal of grievances. Towards this end, it has implemented on-line, webbased, 24x7GRIDS, "nd also provided online downloadable Complaint Form through ibwebsite to facilitate the Customers' to log in complaints using the standard format at case.Besides, it is also trying to maximize the use of electronic communication for interactionwith HFCsand Customers* to reduce the Turn Around Time. Recommendations & Closurethrough online mode by digital signature ~hall be preferred for speedy di~po~al of thecomplamts by CRe a£kr the implementation of nffeS'k'lrymodification in GRIDSporlal.

10. Sensitizing the officers on complaint handling

l'-.'HBwill also impart training to its officersand also to the officers of HFCs to enable themto attend complaint properly.

11. Reporting and Dissemination

The CRC of NHB through Chief Grievance Redressal Officer will ~ubmit quarterly statusof the complaints received and redressed as well as pending status to the Board!ExecutiveCommittee of NHB.

The Grievance Redressa! System Flow Chart is enclosed a~Annexure-B. This Polk)' will behosted on the website of NHB for the perusal, understanding and implementation by everystakehoider.

•••••••••

Page 10 of 12

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, •., .

Annexure-A

FORM:OF COMPLAINT(To be filled up by the complainant)

To,Complaint Redressal CellDepartment of Regulation and Supervision,Natlonal Housing Bank,Core 5A, India HElbitat Centre, Lodhi Road,New Delhi -110 003

DearSir/Madam

Sub: Compbint against HFCjNHB (if HFe, please specify name) •......................

'1. Name of the Complainantl s *: .,.,.,.,.

2. Full Address of the Complainant/s *:

Pin Code: Phone No.1 Fax No . .. Email:

3. Date of Birthl PAN No, I Aadhar No.1 Driving License No.1 Passport No.1 Voter Id

No.1 Identity Card No, I (Anyone) *:

4, Full address of the concerned branchl office of the HFC/NHB:

Pm Code: Phnne No.1 Fax No.: .

Page 11 of 12

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,!",,11

5. Brief particulars of Complaint (along with concerned deposit! loan account No.) *:

6. Date of representation made to the HFCjNHB and reminder, if ~ny of the same':(Please enclose a copy of the representation)

7. Whether any reply has been received from the HFCjNHB? Yesj No(If yes, please enclose a copy of the reply)

R.lf the Complainant is not satisfied with the reply, give brief reasons thereof:

9, List of documL"11lsenclosed (please enclost' a copy of relevant documents)

Disdaimer~

1. I certify that I had approached the HFC vide by my representation dated asmentioned in poillt 6 of the complaillt form alld had not received allY response ill 30days or not satisfied with the response.

2. 1 ullderstood that cases which have been reported as fraud amV'oT is ullderinvestigation by governmellt authorities like Police, Tax, etc. or where anycOllstitutionaVstatutory body has already takCIJa view 011the subject matter, afterexaminatioll/ illve~tigation shallllot be treated as complaint. "

Yours faithfully,

(Signature of Complainant) •

Note: Hie fields marked with asterisk {'j are compulsory and incomplete filled in form maynot be taken up as complaint.

Page 12 ,,112

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Documents

I '. ~l=' - nhb.org.in Grievance Redressal Policy.pdf · mechanism to the constituents Df NHB, as also to the Customers of HFCs regulated by it. 2.2 The Grievance Redressal Mechanism