GRIEVANCE REDRESSAL POLICY

INTRODUCTION


Marg Techno-Projects Limited is committed to providing efficient and transparent services to all its clients and stakeholders. In case of any grievances, Marg has established a robust Grievance Redressal Mechanism to ensure that all concerns are addressed promptly and effectively.

GRIEVANCE REDRESSAL MECHANISM


Marg strives to address all grievances in a timely and efficient manner. The mechanism is designed to ensure that clients can raise their concerns through multiple channels, and that these concerns are resolved within the stipulated timeframes.

To register a grievance, clients can use the following methods:

A. Phone

Clients can call the Marg Customer Care Helpline at +918209515688 to register their complaints between 10:00 a.m. to 7:00 p.m. from Mondays to Fridays, except public holidays.

B. Email

Clients can write to Marg at the email ID grievance@margtechno.com with the subject line “Complaint & Grievance Register with Loan ID.”

C. Letter

Clients can write to Marg at:

1206, Royal Trade Center, Opp. Star Bazar

Adajan- Hazira Road, Surat- 395009, India

Phone No.: +918209515688

REDRESSAL PROCEDURE


Level -1:

Clients are required to submit grievances via email to grievance@margtechno.com with the subject line ”Complaint and Grievance Registration.” Grievances must be submitted from the registered email address associated with the client’s account or through a written letter with proof of identity.

Marg will respond to the grievance within 5 working days of receipt. If more time is required, the client will be informed of the delay and the extended timeline.

Level -2:

If the grievance is not resolved within 5 working days at Level-1, it will escalate to Level-2. Clients can re-submit their grievance, and Marg will respond within 10 working days.

If no response is received from the client within 7 working days of Marg's resolution, it will be assumed that the grievance has been resolved satisfactorily.

Level -3:

If the grievance remains unresolved after 15 working days, it can be escalated to the Grievance Redressal Officer, Nitu Jain. The Grievance Redressal Officer will address the complaint within 15 working days.

Name: Nitu Jain

1206, Royal Trade Center, Opp. Star Bazar Adajan- Hazira Road, Surat- 395009, India

Email: grievance@margtechno.com

Mobile: +918209515688

OR can raise the complaint with RBI at

The Officer In-Charge

Consumer Education and Protection Cell

Reserve Bank of India

3rd Floor, Nr. Income Tax

Ashram Road

Ahmedabad-380 014

Telephone: 079-275409554

FORCE MAJEURE


Marg shall not be liable to compensate clients for delayed resolutions due to unforeseen events, such as natural disasters, pandemics, government actions, or any other events beyond the control of Marg.

POLICY REVISION


This Policy is subject to periodic revisions in line with guidelines issued by the Reserve Bank of India. Marg will review and amend the Policy as necessary to ensure compliance with all relevant laws and regulations.