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S.M.I.L.E endeavors to be a client centric organization keeping clients at the center of its policy making and all the policies and procedures are designed to provide efficient and faster services to clients. While we have taken all the steps to ensure that client service is given utmost important, in case there is any complaint or grievance, this Grievance Redressal Mechanism (GRM)provides for timely redressal of the grievances. Besides, all the grievances and feedback received are reviewed at the highest level of the organization and policies are reviewed and decisions taken to strengthen the delivery mechanism and provide better services.
The grievance redressalmechanism given belowprovides guidelines for receiving, handling and disposal of customer grievances, documentation, turn-around-time and escalation matrix for unresolved complaints and periodical review mechanism.

Grievance Redressal Channels Available for Clients

S.M.I.L.E provides the following multi-tier channels for clients to register their complaints:

A. Toll-free number at the head office • There is a toll-free number provided at the head office, with the designated Grievance Redressal Officer (GRO) for receiving client complaints. Clients can call on this number from 10:30 am till 6:30 pm on working days to lodge complaints. All the calls received are recorded and resolved according to the process laid out in the policy.

B. Phone number at branches and managers in the field

• Clients can call the landline of the branch, or mobile numbers of the Branch Manager or Divisional Manager or Zonal Manager whose contact details are displayed in the Branch, for any of their grievance or providing feedback.
• The receiver of the call shall register the grievance in the complaint register available at the branch and also resolve the grievance.
• Branch shall send the complaints registered at the branch level to GRO and Branch compliance.
• The Internal Audit shall verify the complaint register and if there are any unresolved complaints, they shall be escalated to GR committee.

C. Registering complaints at branches in the Complaint Register or Suggestion Boxes

• Each branch has a complaint register and a suggestion box
• Clients can walk-in to a branch and register their grievance/feedback in the complaint register (verbally or in writing)or the suggestion box available in the branch
• Branch shall send the complaints registered at the branch level to GRO and Branch compliance.

*The Internal Audit shall verify the complaint register and if there are any unresolved complaints, they shall be escalated to GR committee. lient Complaints

D. Client grievances received at field

• Clients can submit their written or verbal enquiries / grievances to any staff who meets them at any forum such as center meetings, client trainings and exit interviews etc. These enquiries / grievances shall be forwarded to GRO for further follow up and resolution
• In order to have an un-biased and honest feedback from clients, SMILE has introduced the concept of Client Connect Program(CCP) wherein all the newly joined management trainees/Field development officers are required to meet the clients and the exit borrowers during their on-the-jobtraining to obtain the feedback. The feedback should be escalated to the senior management during new team review meetings at the regional office (RO)/ head office (HO), and it will be reviewed directly by the Senior Management and immediate action is taken based on the feedback.

E. External Complaints

• Complaints received from (on behalf of customer or on the basis of public interest) general public & other stake holders such as Reserve Bank of India, Sa-Dhan / MFIN, will also be recorded and resolved by the GRO at HO level.