Ohm Mobility- Grievance Redressal Policy

LAST UPDATED: [19 September 2022]

 

Ohm Mobility Private Limited values all its customers and has put together this Grievance Redressal Policy (“The Policy”) for an effective resolution of all complaints between Ohm Mobility Private Limited and its customers in accordance with the RBI guidelines/ circular dated 02 September, 2022. This Policy aims at an effective resolution of customer complaints through proper channelized approach, review mechanism and prompt redressal of all customer complaints. For the avoidance of doubt, this Policy is aimed at the resolution of any complaint or grievance which arises as a result of any gap in the promised and delivered service levels. This policy shall also apply to all queries and/ or feedbacks from customers of Ohm Mobility Private Limited.

 

Ohm Mobility Private Limited welcomes complaints from customers in respect of its services with the aim of improving the quality of its products and services. Customers can communicate their complaints in writing to Ohm Mobility Private Limited via email, calls, letters, visit to our customer support team based at our registered office (Details are mentioned on our website https://www.ohmmobility.com/). Customers are advised to take advantage of the tiered escalation system provided by Ohm Mobility Private Limited. We have put in place a robust structure to ensure that all complaints are resolved in a timely and effective manner.

 

Principles Governing This Grievance Policy:

 

  1. Customer satisfaction is the objective of Ohm Mobility Private Limited.

  2. Prompt resolution of all complaints are essential for business growth.

  3. Continuous development of mechanisms for the resolution of customer complaints/ grievances.

  4. The details of the grievance redressal system shall be displayed on Ohm Mobility Private Limited’s website.

  5. All employees of Ohm Mobility Private Limited shall work in good faith and in the Customer’s best interests.

  6. The grievances/ complaints will be dealt with within the stipulated time and Ohm Mobility Private Limited undertakes that all customers shall be treated with courtesy.

  

Updating Of Grievance Redressal Policy

 

At Ohm Mobility Private Limited, we focus on customer experience and constantly analyze the complaints received through various mediums/ channels. The system is built to ensure that we analyze the root cause of the problem in order to create a lasting solution. This guarantees continuous improvement in our service delivery.

Process Of Registering Complaints

 

We love to get feedback from our customers. We therefore advise customers to register their complaints following the tiered escalation system below.

 

Level-1:

 

If a customer has a complaint, we request the customer to:

  • Write to us at contact@ohmmobility.com to submit the complaint.

  • Business hours are between 10:00 AM to 07:00 PM IST, Monday through Friday (except national holidays).

 

Acknowledgment

  • An acknowledgment message is sent to the customers through a manual e-mail.

  • The customer support team will work on the complaint and initiate the appropriate action required to resolve it.

  • The customer will be kept informed of the action taken and the progress of the resolution of the complaint.

  • Turnaround times: Response to the complaint is provided within 24 business hours of receipt of complaint. Any follow-up question is answered within 48 business hours.

Customer Grievance Redressal Escalation: In case the customer is not satisfied with the resolution provided at Level 1, they may escalate the complaint to the next level as described below. We will ensure that the highest resolution priority is given to escalation cases.

Level-2:

Nodal Grievance Officer – Mr. Sajesh Nair

Contact: +91 8867027812

Address:

Ohm Mobility Private Limited

B 104, Rohan Mihira

AECS Layout

Chinappanahalli

Bangalore 560037

Email Address: sajesh@ohmmobility.com

Turn-around times: Response to the complaint is provided within 36 business hours of receipt of complaint. Any response arising from our initial response is answered within 5 business days.

Notwithstanding the content of levels 1 and 2 above, Ohm Mobility Private Limited undertakes that all complaints from its customers shall be resolved within a period of one month from the day the complaint is made.

We encourage all our customers to follow the above given levels while raising their complaints to ensure prompt and timely resolution of their complaints.

In case the customer is not satisfied with the resolution provided by Ohm Mobility Private Limited or in the event that the complaint is not resolved within one month of the complaint being made, they may contact the officer-in-charge of the Regional Office of the Department of Non-Banking Supervision (DNBS) of the RBI, below are the contact details:

Officer-in-charge,

The Reserve Bank of India,

Department of Non-Banking Supervision,

Mumbai Regional Office, 3rd Floor, RBI Building, Opp. Mumbai Central Railway Station, Near Maratha Mandir,

Byculla, Mumbai- 400 008

Tel: 022-2308 4121/ 2302 8436Fax: 022-2302 2011

Email: dnbsmro@rbi.org.in