1. Objective of Grievance Redressal Policy

• The policy lays out processes to handle customer complaints relating to credit report confidentiality and deletion of the same, in case of such request from client.
• The policy also details the channels for raising complaints, maintaining logs of complaints, tracking complaints until its logical closure and periodical review of complaints for process improvements.

2. Procedure for Grievance Redressal Mechanism

• The complaints shall be raised by filling out the form listed in the Grievance Redressal Policy provided on the website.
• In case of any issues with the form, an email can be dropped on support@twodotseven.com
• Once the complaint is received, a log is created & complaint number is generated and shared with the customer through email.
• The grievance redressal team shall check the veracity of the complaint and take it up for resolution if it's a factual complaint. Else the same is communicated over email.
• In case of factual complaint, the details of the data records, safe-keeping, logs are checked and the complaint is addressed.

3. Procedure for Consent Withdrawal

• The request for consent withdrawal shall be raised through the form listed in the Grievance redressal Policy on the website.
• In case of any issues with the form, an email can be dropped on support@twodotseven.com.
• Once the withdrawal request is received, a log is created & a confirmation email is sent to the customer on the registered email address linked to the PAN clarifying that the withdrawal request has been registered.
• The customer shall re-confirm withdrawal confirmation through the registered email address submitted at the time of providing consent.
• Once the above confirmation is received, the entire credit information shall be deleted. Post processing the deletion, such confirmation shall be sent to the client.
• Necessary logs shall be maintained permanently of both Consent capture and withdrawal verifiable from time to time.

4. Escalation Matrix

The below is the Escalation Matrix is for customer complaints / consent withdrawal request that is not acknowledged or actioned.

5. Adoption and Review

• The Grievance Redressal Policy shall be adopted immediately on becoming a partner member of TU CIBIL.
• The Policy shall be reviewed annually and updated based on complaints and customer feedback.