FAIR PRACTICE CODE :

GE MONEY FINANCIAL SERVICES LIMITED

1. INTRODUCTION

GE Money Financial Services Private Limited, a Non-Banking Finance Company registered with Reserve Bank of India (“RBI”) is presently in the business of providing different types of loans which includes amongst others the Personal Loan, Home Equity Loan, Auto Loan, Consumer Durable Loans, Home loans, Cash Cards, Two Wheeler loans etc to its various customers. Such credit facilities are extended to different types of customers, which include Individuals, Partnership Firms, Companies and other Corporate/Legal entities.


GE Money Financial Services Limited (“the Company”) has framed and adopted a voluntary code, which sets the principles for fair practice standards when dealing with individual customers. As per the RBI directives, we have adopted and will implement this Code in our organization which has been duly approved by Board of Directors of the Company.



2. KEY COMMITMENTS

Company's key commitments to customers:


a. Act fairly and reasonably in all their dealings with customers by:

  • Meeting the commitments and standards in this Code, for the products and services the Company offers, and in the procedures and practices its staff follow
  • Making sure that Company’s products and services meet relevant laws and regulations
  • Company’s dealings with customers will rest on ethical principles of integrity and transparency.

b. Help customers understand how company’s product work by:

  • Explaining their financial implications and

c. Deal quickly and sympathetically with things that go wrong by:

  • Correcting mistakes quickly
  • Handling customer's complaints quickly
  • Telling customers’ how to take their complaint forward if they are still not satisfied

d. Publicize this Code, put it on Company’s website and have copies available for customer on request.



3. INFORMATION

3.1 Helping customer choose products and services, which meet their needs and give them clear information explaining the key features of the services and products they are interested in


3.2 Inform customers about the documentary information company need from them to establish customers true identity and address and, other documents to comply with legal and regulatory requirements.



4. APPLICATION FOR LOAN AND THEIR PROCESSING

4.1 The Company will communicate the interest rate applicable as also the Fees / Charges for processing, prepayment option and charges if any, through website, tariff schedules as indicated in Annexure I so that a meaningful comparison with the terms and conditions offered by other NBFCs can be made and informed decision can be taken by the borrower. In the application form the annualized rate of interest is given along with the method for the calculation of the same. List of documents to be submitted by the customer will be part of the loan application form.


4.2 All written terms and conditions will be fair and will set out customer’s rights and responsibilities clearly and in plain language. Company will only use legal or technical language where necessary.


4.3 For every loan application the Company will give the customer an acknowledgement and give a indication of the number of days it would take to process the application and the amount of loan sanctioned. A Sanction Letter will be issued to convey the amount of loan sanctioned along with the terms and conditions including annualized rate of interest and method of application thereof. The Company will take an acceptance of the terms and conditions by its customers and keep it as record.


4.4 The Company will conduct a contact point verification through its employees or through an agency appointed by it, by contacting the customer at their residence/business telephone numbers or physically visit residence/business address mentioned on the loan application.



5. DISBURSEMENT OF LOANS INCLUDING CHANGES IN TERMS AND CONDITIONS

In case of any change of terms and conditions including disbursement schedule, interest rates, service charges, pre-payment charges etc a Notice will be sent to all the Customers before the change is implemented. We will also update the information on our website. Company shall also ensure that changes in interest rates and charges are effected only prospectively. This is mentioned in the loan agreement also.



6. POST DISBURSEMENT SUPERVISION

6.1 Company will make sure that its collections policy includes collections after due consideration for genuine difficulties faced by the customer. In the matter of recovery of loans, the Company will not resort to harassment.


6.2 Company will give a notice to customer before taking a decision to recall / accelerate payment or performance or seeking additional securities in consonance with the loan agreement.


6.3 The Company will release all securities on repayment of all dues or on realization of the outstanding amount of loan subject to any legitimate right or lien for any other claim the company may have against the customer. Notice to the customer with full particulars about the remaining claims and the conditions under which the company is entitled to retain the securities till the relevant claim is settled /paid will be given if such right of set off is to be exercised.


6.4 The Company will not interfere in the affairs of the customer except for the purpose provided in the terms and conditions of sanction of the loan (unless new information, not earlier disclosed by the customer, has come to the notice of the company).


6.5 The Company will process request for transfer of borrower account, either from the borrower or from other bank/financial institution within 21 days of receipts of the request.



7. FURTHER ASSISTANCE

The Customer Care Resolution Process , a grievance redressal mechanism within the organization to resolve disputes arising in this regard has been set up by the Company. This Forum will ensure that all disputes arising out of the decisions of lending institutions' functionaries are heard and disposed of at least at the next higher level. The Reports of the CCRP forum meetings will be sent to the Board of Directors for their information and any action if required.


You may want to add the customer care helpline / e mail address

Applicable Tariffs Schedule All in cost: Home Loan, Loan against Property

Effective Date: July 1, 2011

Charges

Home Loan

Home Equity
Copy of Welcome Letter and Amortization Schedule Nil Nil
Processing Fee1 As Applicable As Applicable
Processing Fee in case Loan in Not Sanctioned Nil Nil
Part Payment Charges
Nil Nil for upto 50% of Loan Amount in last 12 months
Pre-payment / Foreclosure Charges2 (Applicable on POS outstanding i.e. outstanding principal amount at the time of closure)
Nil 4% of POS For all cases foreclosed after 13 Aug 2008
Loan Cancellation Charges Rs.5000/- Rs.5000/-
PDC / ECS Bounce Charges Rs.600/- Rs.600/-
Penal Charges for delay in deposit (Applicable on Outstanding EMI Due + Bounce Charges) 2.5% p.m. 2.5% p.m.
PDC Swap fee Rs.500/- Rs.500/-
Switching charges3 (Fixed to Floating rate and vice-versa) Not Applicable Not Applicable
Statement Request (Duplicate Interest Statement/Statement of Accounts / Duplicate NOC/Foreclosure Letter) Rs.300/- per statement Rs.300/- per statement
Copy of Document Retrieval Rs.500/- Rs.500/-
Differential Interest4(Any interest accrued due to gap in applicable rate of interest and existing rate of interest of any loan account) Will be refunded or charged at any time suitable to customer or at the time of closure of the loan Will be refunded or charged at any time suitable to customer or at the time of closure of the loan


Please Note:


All Charges are subject to service tax as applicable on the given date

1 - Payable with application at the time of submission for approval
2 - Pre-Payment / Foreclosure Charge

Home Equity:

No foreclosures allowed for first 12 months of the loan. In case of loan closure with-in 12 months pre-payment charges at the rate of 5% and balance interest for the first year will be charged.

3 - All loans are Floating Rate loans, no option available to switch to Fixed Rate loan

4 - Differential Interest:

Interest Rate chargeable on loan is linked to benchmark Floating Reference Rate (FRR). Rate chargeable on a loan shall increase/decrease with corresponding increase/decrease in benchmark Floating Reference Rate (FRR).

Differential interest is accrued cumulative interest due to gap in applicable rate of interest and existing rate of interest of any loan account. e.g.

                                        Existing Rate for loan a/c ABC00001234 - 10.00%
                                        FRR Change ;                                           - 0.75%
                                        Applicable Interest Rate                           - 10.75%
                                        Differential Interest                                   - 0.75%

Please Note:

  1. All Charges are subject to service tax and other statutory charges as applicable on the given date.


  2. Above Tariff Schedule is not exhaustive and the charges presently mentioned are at the rates currently prevalent and can be changed, any time and from time to time, at the sole and absolute discretion of the Company and such changes shall be final and binding on all its customers. The Company will update the changed version of Tariff Schedule on its website from time to time.



For any further clarifications, please feel free to contact us at our customer care helpline number 39022000 (Prefix the city STD Code). Alternatively you can write back to us at head.services@ge.com





GE MONEY HOUSING FINANCE (A Public Company with Unlimited Liability)


1. INTRODUCTION

GE Money Housing Finance (A Public Company with Unlimited Liability) is a Housing Finance Company registered with National Housing Bank (NHB) and is in the business of providing Home Loans to its customers. Such credit facility is extended to different types of customers, which include Individuals, Partnership Firms, Companies and other Corporate/Legal Entities.

GE Money Housing Finance (A Public Company with Unlimited Liability) (“we”) have framed and adopted a voluntary code, which sets the principles for fair practice standards when dealing with individual customers. As per the NHB directives, we have adopted and will implement this Code in our organization, which has been duly approved by our Board of Directors.



2. KEY COMMITMENTS

Our key commitments to customers:


2.1 To act fairly and reasonably in all our dealings with customers by:

  • Meeting the commitments and standards in this Code, for the products and services we offer, and in the procedures and practices our staff follows
  • Making sure that our products and services meet relevant laws and regulations
  • Our dealings with customers will rest on ethical principles of integrity and transparency.

2.2 To help the customer understand how our product works by:

  • Informing about the product in English.
  • Ensuring that advertisement and promotional material is clear and not misleading.
  • Stating clearly the rate of interest applicable and other terms and conditions in the sanction letter.
  • Explaining their financial implications.
  • Giving contact address for queries on products and services offered.

2.3 To help the customers use the products and services by:

  1. Updating the customer about the product and services offered through website, notice board, helpline centre’s.
  2. Keeping the customer informed about the changes in the interest rates, charges or terms and conditions.

2.4 To deal quickly and sympathetically with things that go wrong by:

  • Correcting mistakes quickly
  • Handling customers complaints quickly
  • Informing customers how to take their complaint forward if they are still not satisfied
  • In case of technological failure, informing and guiding customers how and when their complaint will be addressed to.

2.5 To treat all personal information of customers as private and confidential except as mentioned under clause on privacy and confidentiality.


2.6 To publicize this Code by putting it on our website and at every branch; providing existing and new customers with a copy of the code and have copies available to customer on request. We will also ensure that our staff is trained to provide information about the code.


2.7 To adopt and practice non- discriminate policy i.e. not to discriminate the customers on the basis of race, age, caste, gender, marital status, religion or disability.


3. DISCLOSURE AND TRANSPARENCY

31. We shall provide information on interest rates, common fees and charges through website, tariff schedules as indicated in Annexure I or helpdesk

3.2 In case of prospective customer:

  • We shall help customer choose products and services, which meet their needs and give them clear information explaining the key features of our services and products.
  • We shall tell customer various means through which products and services are offered.
  • We shall inform customers about the Know Your Customer requirements.

3.3 In case of existing customers:

  • We shall provide information on key features of the products including applicable interest rates/fees and charges.
  • We shall register the Customers name under “DO NOT CALL” service if the Customer intimates the Company in writing or by registering on the Company Website that he does not intend to receive marketing material on telephone, e – mail, sms, mailers on other products and services offered.

3.4 Interest Rates

  • We shall inform customer about the interest rates which will be applicable to his/her loan account.
  • We shall provide customer with the information as to when interest will charged on his/her loan account and method of calculation of interest.

3.5 Changes in Interest rates

  • We will inform customer about changes in interest rates.

3.6 Fees & Charges

  • We shall display a notice about tariff schedule and list of services rendered free of charges in the branches and customer can see it free of cost.
  • We shall give all details of any charges applicable to the products and services chosen by the customer in the tariff schedule.
  • We shall provide information about the penalties liable to be levied in case of violation of any of terms and conditions of the product or service chosen by the customer.

3.7 Changes in Fees and Charges

  • We shall increase the charges or introduce a new charge after giving a notification of one month prior to the revised charges becoming effective.
3.8 Terms and Conditions
  • We shall advise the customer availing the loan for the first time about the relevant terms and conditions.
  • We shall clearly set out the terms and conditions in fair and simple language.

3.9 Changes to terms and conditions

  • We shall display the change in the terms and conditions at notice board of branches, inform the changes through personal information, website, newspaper. If change is without notice, we shall notify the change within 30 days of the change and give an option to the customer to close his/her account or switch it without paying any additional - cost within 60 days if it is to his disadvantage. We shall inform the major changes or lot of minor changes in one year to the customer on request and provide a copy of the new terms and conditions or summary of changes.
  • In the event the interest rate is contractually linked to a benchmark rate including to GE Money Housing Floating Reference Rate (GEMHFRR) and there is a changes in such benchmark rate, such change could result in an upward or downward revision of interest payable and will be intimated to the customer within 30 days, through individual letters, notices board of branches and company website. It is hereby clarified that changes in the benchmark rate being part of contractual agreement with the customer shall not be considered as change in terms and conditions of the loan.


4. ADVERTSING, MARKETING AND SALES

a. We shall ensure that all advertising and promotional material is clear and non misleading.

b. We shall inform in our advertisement in any media and promotional literature which draws reference to an interest rate on a product or service offered by us, whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request.

c. Third parties working for us will deal with the customer’s personal information with same confidentiality as we do.

d. We shall inform the customer about other products or promotional offers after receiving their consent to receive such information either by mail or registering on the website or on customer service number to receive such information.

e. We shall prescribe code of conduct for the DSA’s and ensure that DSA’s follow the same.

f. We shall investigate any act of improper conduct or violation of Company representative/DSA and to handle the violation and make good the loss.



5. PRIVACY AND CONFIDENTIALITY

5.1 We shall treat the personal information of customer even when the customer is no longer a customer as private and confidential. We will not reveal the data or information of customer to anyone including other companies in the group except when:

  1. Required by law
  2. Duty towards public to reveal information
  3. Our interest requires giving information
  4. With customers permission
  5. If we are giving a reference about customer to Companies in the group with the prior written permission of the customer.
  6. We will inform the customer about his rights/liabilities under the Laws of India for accessing the personal records that we hold about him/her.
  7. We will not use customer’s personal information for marketing purposes unless the customer specifically authorizes us to do so.

5.2 Credit Reference Agencies

  1. We shall inform customer of the circumstances when we will pass on the account details to credit reference agencies.

  2. We may give information to credit reference agencies about the personal debts the customer owes us if:

    • The customer has fallen behind his/her payments
    • The amount owed is not in dispute
    • The customer has not made proposal following our formal demand for repayment of dues.

    We shall intimate the customer in writing in such a case. At the same time, we shall explain to the customers the role of credit reference agencies and the effect the information they provide can have on customer’s ability to get credit.

  3. We shall give information about the customers account to credit reference agencies if the customer has given his/her permission to do so.
  4. We shall provide copy of information given to credit reference agencies if demanded by the customer.


6. COLLECTION OF DUES

6.1 At the time of loans are given, we shall explain to the customer the repayment process by mentioning amount, tenure and periodicity of repayment in the welcome letter. If customer doesn’t follow the same, process as per laws of India to be followed for recovery of dues.


6.2 We shall follow the collection policy framed to collect the dues from the customers.


6.3 We shall follow the Company’s code of conduct for collections.



7. COMPLAINTS AND GRIEVANCES

7.1 We shall tell the customer the Customer Complaint Resolution Process and turn around time for replying to the complaint.


7.2 We shall inform the customer about the procedure followed for handling complaints fairly and quickly on our website.


7.3 If we receive the complaint in writing from the customer, we shall send him/her an acknowledgement /response within a week. If we receive a complaint over phone from a customer, we will provide the customer with a complaint reference number and keep him informed of the progress.


7.4 We shall send the final response to the customer or explain him reason why we need more time to respond and will try to do so within six weeks of the complaint.



8. KNOW YOUR CUSTOMER GUIDELINES

a. We shall ask the customers to submit the documents to follow Know Your Customer requirements.


b. In case we need additional information, we shall ask it separately and shall specify the objective of such additional information which shall be provided by customer voluntarily.


c. Application form issued by us will contain details and documents required for meeting Know Your Customer Guidelines.



9. LOANS

9.1 Before we lend any money, we shall assess whether the customer shall be able to repay it.

a. We shall communicate in writing the reasons for rejection, if the application for loan is rejected.

b. We shall give confidential information of the customer with his/her permission to the person giving guarantee for the loan given to customer.

c. We shall encourage customers to take independent legal advice to make sure that they understand their commitments.

d. We shall inform the liabilities to the customers due to guarantee or other security given by him/her.



9.2. APPLICATION FOR LOAN AND THEIR PROCESSING

a. We shall communicate the interest rate, fees/charges for processing, prepayment option to enable to customer to make a meaningful comparison of the product with products offered by other Companies.

b. We shall give the customer an acknowledgement and time frame within which loan applications will be processed.

c. We shall collect the information/documents from the customer at the time of application and we will inform the customer any additional information that would be required later.

d. We shall convey to the customer the amount sanctioned along with the key features of the product including applicable fees and charges, terms and conditions in the sanction letter.

e. We shall provide authenticated copies of all loan documents executed by the customer at our cost along with a copy of all enclosures mentioned in the loan document on request.

f. We shall not discriminate the customer on the grounds of sex, caste and religion in matter of lending. However, it will not preclude us from instituting or participating in schemes framed for different sections of society.

g. We shall process request for transfer of borrower account, either from the borrower or from other bank/financial institution in the normal course.

h. We shall give notice to the customer before taking any decision to recall/accelerate the payment or performance under the agreement or seeking additional securities in consonance with the loan agreement.

i. We shall release all securities on repayment of all dues or on realization of the outstanding amount of loan subject to any legitimate right or lien for any other claim we may have against the customer. Notice to the customer with full particulars about the remaining claims and the conditions under which we are entitled to retain the securities till the relevant claim is settled /paid will be given if such right of set off is to be exercised.



9.3. GUARANTORS

We shall inform the person considering to be a guarantor to a loan:

a. His/her liability as a guarantor

b. The amount of liability he/she will be committing himself/herself to us

c. Circumstances in which we shall call on him/her to pay up his/her liability

d. Whether we have recourse to his/her other monies in the company of he/she fail to pay up as a guarantor

e. Whether his/her liabilities as a guarantor are limited to a specific quantum or are they unlimited

f. Time and circumstances in which his/her liabilities as a guarantor will be discharged as also the manner in which we shall notify him/her about this.

We shall also keep him/her informed of any material adverse changes in the financial position of the borrower to whom he/she stands as a guarantor.



10. GENERAL

We shall give certain information that:

a. If we think necessary, we shall verify the details mentioned by the customer in the loan application by contacting the customer at his/her residence and/or business addressees through agencies appointed for the purpose.

b. We shall inform the customer to cooperate if we need to investigate a transaction on the customer’s account and with the police/other investigative agency if we need to involve them.

c. We shall inform the customer that he will be responsible for all losses if he acts fraudulently or without reasonable care.



Applicable Tariffs Schedule - All in cost for Secured Loans

Effective Date: July 1, 2011

Charges

Home Loan

Home Equity
Copy of Welcome Letter and Amortization Schedule Nil Nil
Processing Fee1 As Applicable As Applicable
Processing Fee in case Loan in Not Sanctioned Nil Nil
Part Payment Charges
Nil Nil for upto 50% of Loan Amount in last 12 months
Pre-payment / Foreclosure Charges2 (Applicable on POS outstanding i.e. outstanding principal amount at the time of closure)
Nil 4% of POS For all cases foreclosed after 13 Aug 2008
Loan Cancellation Charges Rs.5000/- Rs.5000/-
PDC / ECS Bounce Charges Rs.600/- Rs.600/-
Penal Charges for delay in deposit (Applicable on Outstanding EMI Due + Bounce Charges) 2.5% p.m. 2.5% p.m.
PDC Swap fee Rs.500/- Rs.500/-
Switching charges3 (Fixed to Floating rate and vice-versa) Not Applicable Not Applicable
Statement Request (Duplicate Interest Statement/Statement of Accounts / Duplicate NOC/Foreclosure Letter) Rs.300/- per statement Rs.300/- per statement
Copy of Document Retrieval Rs.500/- Rs.500/-
Differential Interest4(Any interest accrued due to gap in applicable rate of interest and existing rate of interest of any loan account) Will be refunded or charged at any time suitable to customer or at the time of closure of the loan Will be refunded or charged at any time suitable to customer or at the time of closure of the loan


Please Note:


All Charges are subject to service tax as applicable on the given date

1 - Payable with application at the time of submission for approval
2 - Pre-Payment / Foreclosure Charge

Home Equity:

No foreclosures allowed for first 12 months of the loan. In case of loan closure with-in 12 months pre-payment charges at the rate of 5% and balance interest for the first year will be charged.

3 - All loans are Floating Rate loans, no option available to switch to Fixed Rate loan

4 - Differential Interest:

Interest Rate chargeable on loan is linked to benchmark Floating Reference Rate (FRR). Rate chargeable on a loan shall increase/decrease with corresponding increase/decrease in benchmark Floating Reference Rate (FRR).

Differential interest is accrued cumulative interest due to gap in applicable rate of interest and existing rate of interest of any loan account. e.g.

                                        Existing Rate for loan a/c ABC00001234 - 10.00%
                                        FRR Change ;                                           - 0.75%
                                        Applicable Interest Rate                           - 10.75%
                                        Differential Interest                                   - 0.75%

Please Note:

  1. All Charges are subject to service tax and other statutory charges as applicable on the given date.


  2. Above Tariff Schedule is not exhaustive and the charges presently mentioned are at the rates currently prevalent and can be changed, any time and from time to time, at the sole and absolute discretion of the Company and such changes shall be final and binding on all its customers. The Company will update the changed version of Tariff Schedule on its website from time to time.



For any further clarifications, please feel free to contact us at our customer care helpline number 39022000 (Prefix the city STD Code). Alternatively you can write back to us at head.services@ge.com



MARUTI COUNTRYWIDE AUTO FINANCIAL SERVICES PRIVATE LIMITED

1. INTRODUCTION

Maruti Countrywide Auto Financial Services Private Limited, a Non-Banking Finance Company registered with Reserve Bank of India (“RBI”) is presently in the business of providing Auto Loans to its various customers. Such credit facilities are extended to different types of customers, which include Individuals, Partnership Firms, Companies and other Corporate/Legal entities. Maruti Countrywide Auto Financial Services Private Limited (“the Company”) has framed and adopted a voluntary code, which sets the principles for fair practice standards when dealing with individual customers. As per the RBI directives, we have adopted and will implement this Code in our organization which has been duly approved by Board of Directors of the Company.



2. KEY COMMITMENTS

Company’s key commitments to customers: a. Act fairly and reasonably in all our dealings with customers by:



3. INFORMATION

3.1 Helping customer choose products and services, which meet their needs and give them clear information explaining the key features of the services and products they are interested in 3.2 Inform customers about the documentary information company need from them to establish customers true identity and address and, other documents to comply with legal and regulatory requirements.



4. APPLICATION FOR LOAN AND THEIR PROCESSING

4.1 The Company will communicate the interest rate applicable as also the Fees / Charges for processing, prepayment option and charges if any, so that a meaningful comparison with the terms and conditions offered by other NBFCs can be made and informed decision can be taken by the borrower. In the application form the annualized rate of interest is given along with the method for the calculation of the same. List of documents to be submitted by the customer will be part of the loan application form. 4.2 terms and conditions will be fair and will set out customer’s rights and responsibilities clearly and in plain language. Company will only use legal or technical language where necessary. 4.3 For every loan application the Company will give the customer an acknowledgement and give a indication of the number of days it would take to process the application and the amount of loan sanctioned. A Sanction Letter will be issued to convey the amount of loan sanctioned along with the terms and conditions including annualized rate of interest and method of application thereof. The Company will take an acceptance of terms and conditions by the customers and keep it as record. 4.4 The Company will conduct a contact point verification through its employees or through an agency appointed by it, by contacting the customer at their residence/business telephone numbers or physically visit residence/business address mentioned on the loan application.



5. DISBURSEMENT OF LOANS INCLUDING CHANGES IN TERMS AND CONDITIONS

In case of any change of terms and conditions including disbursement schedule, interest rates, service charges, pre-payment charges etc a Notice will be sent to all the Customers before the change is implemented. We will also update the information on our website . Company shall also ensure that changes in interest rates and charges are effected only prospectively. This is mentioned in the loan agreement also.



6. POST DISBURSEMENT SUPERVISION

6.1 Company will make sure that its collections policy includes collections after due consideration for genuine difficulties faced by the customer. In the matter of recovery of loans, the Company will not resort to harassment. 6.2 Company will give a notice to customer before taking a decision to recall / accelerate payment or performance or seeking additional securities in consonance with the loan agreement. 6.3 The Company will release all securities on repayment of all dues or on realization of the outstanding amount of loan subject to any legitimate right or lien for any other claim the company may have against the customer. Notice to the customer with full particulars about the remaining claims and the conditions under which the company is entitled to retain the securities till the relevant claim is settled /paid will be given if such right of set off is to be exercised. 6.4 The Company will not interfere in the affairs of the customer except for the purpose provided in the terms and conditions of sanction of the loan (unless new information, not earlier disclosed by the customer, has come to the notice of the company). 6.5 The Company will process request for transfer of borrower account, either from the borrower or from other bank/financial institution within 21 days of receipts of the request.



7. FURTHER ASSISTANCE

The Customer Care Resolution Process , a grievance redressal mechanism within the organization to resolve disputes arising in this regard has been set up by the Company. This Forum will ensure that all disputes arising out of the decisions of lending institutions' functionaries are heard and disposed of at least at the next higher level. The Reports of the CCRP forum meetings will be sent to the Board of Directors for their information and any action if required. You may want to add the customer care helpline / e mail address