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.
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
C. Registering complaints at branches in the Complaint Register or Suggestion Boxes
*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
E. External Complaints