Grievance Redressal

CreditAccess Grameen Limited has established a robust grievance redressal mechanism to systematically monitor its operations in all its areas. We have set-up a dedicated toll-free helpline number, i.e. 1800 123 153 153, to address any grievances/queries/requests raised by our members. The helpline number is managed by a dedicated officer who is part of the Grievance Redressal Cell (GRC), which is based at our Head Office in Bangalore.

Apart from our toll-free number, we have established various other ways through which complaints can be registered. We have formulated a very detailed and clear Customer Grievance Redressal Policy to manage the grievance redressal process, which clearly establishes the different mechanisms of grievance redressal like channels for receiving complaints – toll-free number, dedicated e-mail id and writing letter to GRO HO, redressal process, escalation process, etc. It also clearly defines responsibilities and timelines for the resolution of grievances, requests or queries. CreditAccess Grameen’s Grievance Redressal Cell has also established out-bound calling facility to pro-actively reach out to clients to check their satisfaction level and if they have any requests, complaints or suggestions.

For any kind of grievances/queries/requests, you may also contact:

  1. Mr. Arun Kumar B  

        Grievance Redressal Officer (Principal Nodal Officer)

        CreditAccess Grameen Limited 

        No.49, 46th Cross, 8th Block, Jayanagar, Bengaluru -560070

        Phone Number: 080-22637300

        Email: yourvoice@cagrameen.in

        Toll Free Number: 1800 123 153 153

        Our Grievance Redressal Cell is open from 9.15 a.m. to 6.15 p.m. from Monday to Friday.

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        If reply is not received from CreditAccess Grameen Limited within a period of 30 days OR customer remains dissatisfied with the reply of CreditAccess Grameen Limited, customer may prefer a complaint with any of the following institutions:

        2) Grievance Redressal Cell

        Microfinance Institutions Network (MFIN)

        403 – 404, 4th floor,

        Emaar Palms Spring Plaza,

        Golf Course Road, Sector-54

        Gurgaon-122003, Haryana

        Tollfree Number: 1800 102 1080

        3) The Ombudsman

        Centralized Receipt and Processing Centre (CRPC)

        Reserve Bank of India,

        Central Vista, Sector 17,

        Chandigarh – 160 017

        Email – crpc@rbi.org.in

        Customers may also lodge their complaints by using the following link:

        Web: https://cms.rbi.org.in         

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        Our institution has appointed an Internal Ombudsman (IO) with effect from April 01, 2022 in line with RBI guidelines.

        We assure you of timely and prompt grievance redressal. Thank you.