Grievance Redressal Policy

Introduction:

Choice Connect Private Limited committed to providing high-quality services and ensuring customer satisfaction. This Grievance Redressal Policy outlines the framework for addressing customer grievances promptly and effectively.

Objectives:

To provide a transparent and structured mechanism for customers to voice their grievances.
To ensure fair and timely resolution of complaints.
To enhance customer trust and satisfaction through effective redressal processes.

Scope:

This policy applies to all customers availing services offered by Choice Connect, including but not limited to insurance, loans, equity account opening, mutual fund account opening, and GST return filing.

Grievance Redressal Mechanism:

1. Lodging a Complaint:

Customers can lodge their grievances through the following channels:

Email: support@choiceconnect.in
Phone: +91-81-2424-2424

2. Acknowledgment:

Upon receipt of a complaint, an acknowledgment will be sent to the customer within 2 working days, providing a reference number for future correspondence.

3. Resolution Timeline:

The Company aims to resolve all grievances within 7 working days from the date of receipt. If additional time is required, the customer will be informed of the reasons for the delay and the expected resolution timeline.

4. Escalation Matrix:

If a customer is not satisfied with the initial resolution, the grievance can be escalated to the Grievance Officer:

Grievance Officer: Ms. Madhavi Ghadshi
Phone: +91-81-2424-2424
Email: grievance@choiceconnect.in

5. Review and Monitoring:

The Company will periodically review grievance records to identify trends and areas for improvement, ensuring the effectiveness of the grievance redressal mechanism.

6. Policy Review:

This policy will be reviewed annually or as required to incorporate changes in regulatory requirements or business processes.

Escalation Matrix:

Level	Designation	Contact Email	Phone Number	TAT (Turnaround Time)
Level 1	Mrs. Madhvi Ghadshi	support@choiceconnect.in	+91-81-2424-2424	Within 7 working days
Level 2	Mr. Ashish Navani	grievance@choiceconnect.in	+91-81-2424-2424	Within 4 working days
Level 3	Mr. Atish Jain	grievance@choiceconnect.in	+91-81-2424-2424	Within 3 working days