updated on: 23 June 2023
The purpose of this Grievance Redressal Policy (“Policy”) is to set forth the policies and procedures to be followed in receiving, handling and responding to any grievance against Univest in respect of any products & services supplied by the Company directly or through its registered service providers and through the Univest online platform (“Platform”).
The following are broad based objectives for handling all the grievances:
The following are broad based objectives for handling all the grievances:
- To provide fair and equal treatment to all the customers (“Users”) without bias at all times.
- To ensure that all issues raised by Users are dealt with courtesy and resolved in stipulated timelines.
- To develop an adequate and timely organizational framework to promptly address and resolve User grievance fairly and equitably.
- To provide enhanced level of User's satisfaction.
- To provide easy accessibility to the User for an immediate grievance Redressal.
- To put in place a monitoring mechanism to oversee the functioning of the Policy.
- To be compliant to the applicable laws of India relating to User grievances.
- How to raise the grievance?
The User can raise grievance through the following modes:- Phone Call: Call at +918800330198 to register the complaint
- Email: The User may write to grievance@univest.in
- Letter: The User may also raise the grievance by writing us to the following address:
Grievance Redressal Officer (GRO) 10, Poorvi Marg, DLF Phase 2, Sector 25, Gurugram, Haryana 122002
- Registration of grievances
Grievances received through phone call:- The grievances received are recorded in the system.
- The grievances that can be answered by the phone calls will be answered immediately.
- The grievances that need escalation/need additional details will be escalated within the system.
Grievances received through written communication:- The grievances can be received through registered email or letter.
- The grievances received will be recorded in the system.
- Acknowledgements
An acknowledgment shall be sent to the complainant within 4 (four) working days of the receipt of the grievance. Acknowledgment shall contain date of receipt of complaint/grievance, unique grievance number, and expected date for resolution of grievance.
In case the complaint received does not pertain to Univest, the complainant shall be intimated the same within 10(ten) working days. - Redressal of Grievance and TAT
- The complaint letter/email should contain the details of reference number, complainant's booking details on the Platform, complainant's name, address and contact details, copies of supporting documents, wherever applicable.
- All the complaints shall be registered as per the Policy and shall be assigned a unique reference number.
- The complaint shall be addressed as early as possible within a maximum of 30(thirty) working days of the receipt of complaint.
- The GRO would monitor the resolution of complaints received and periodically put up the same for review by the Senior Management of Univest.
- This Policy is accessible to all and it ensures that information is readily available on the modalities of making and resolving complaints. This Policy is available on the website/platform/app of Univest.
- Complaint details will be kept confidential and shall be shared with government authorities or any person only if in accordance with the applicable laws and is necessary to resolve the complaint.
- All complaints shall be monitored and marked as closed only after the resolution of the User grievance.
- The complaint shall be treated as closed if the complainant has not responded within 15 (fifteen) days of the receipt of the written response from the GRO.
- Resolution of Grievance
The complainant shall be intimated on resolution of grievance/ complaint. The intimation of resolution shall contain the date of receipt of complaint/grievance, unique grievance number, details of GRO and further right to approach GRO in case of non-satisfactory resolution of grievance within the time specified in the Policy. - Grievance Redressal Officer (GRO)
The present Grievance Redressal Officer (GRO) details are:- Name: Arpit Kumar
- Designation: Program and Compliance officer
- Address: 10, Poorvi Marg, DLF Phase 2, Sector 25, Gurugram, Haryana 122002
- Contact Number: +918800330198
- Email: grievance@univest.in
- Escalation of Grievances
Any User whose grievance has not been resolved within 30 (thirty) working days from the date of receipt of the grievance by the GRO, or who is not satisfied with the resolution provided can escalate with the Senior Management of Univest.
On being unsatisfied with the action taken by Senior Management of Univest, the User can proceed with the dispute resolution mechanism as provided in the applicable laws of India. - Maintenance of records and reporting
The GRO shall preserve records pertaining to grievance/complaint received resolution of the grievance.
The GRO shall submit required reports to the Senior Management of Univest. - Closure of grievance
Every grievance shall be disposed off within a period of 30(thirty) working days of its receipt and final reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing.
A grievance shall be considered as disposed off and closed in any of the following instances, namely:- when Univest has acceded to the request of the complainant fully.
- where the complainant has indicated in writing, its acceptance of the response of GRO.
- where the complainant has not responded within 15(fifteen) days of the receipt of GRO.
- where the GRO has certified under intimation to the complainant that Univest has discharged its contractual, statutory and regulatory obligations and thereof closes the complaint.
- where the complainant has not preferred any appeal within 15(fifteen) days from the date of receipt of resolution or rejection of the grievance communicated by GRO.
- where the decision of the Senior Management has been communicated to the complainant and the complainant has not approached to the dispute resolution as an appeal against the decision within 15(fifteen) days of the receipt of such decision.