1. Objective of Grievance Redressal Policy

• The policy lays out processes to handle customer complaints relating to credit report confidentiality.
• 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 provided on the company's website.
• In case of any issues with the form, an email can be dropped on support@twodotseven.com
• Once the complaint is received (by way of completed form), a log is created & complaint number is generated and shared with the customer through email.
• The grievance redressal team checks 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. Escalation Matrix

Below is the Escalation Matrix for customer complaints not acknowledged or actioned.

4. 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.