CUSTOMER GRIEVANCE REDRESSAL MECHANISM
Last updated on: 26th March 2026
Introduction
OnEMI Technology Solutions Limited is a company, incorporated under the provisions of the Companies Act, 2013, Corporate Identification Number (CIN) U72900MH2016PTC282573 and having its registered office at 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West Mumbai 400070 Maharashtra India (“OnEMI” / “Company”).
The Company is a leading digital lending platform expanding access to credit in India, offering fast and seamless financing solutions to underserved and new-to-credit customers through its secured and unsecured loan products.
Purpose
Since the Company engages with customers who avail of its services through the Platform, it is recognized as an “marketplace e-commerce entity” (an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers) under the Consumer Protection (E-Commerce) Rules, 2020 (“Rules”) framed under the Consumer Protection Act, 2019. The Rules are made effective vide notification dated July 23, 2020, issued by Ministry of Consumer Affairs, Food and Public Distribution.
The Rules apply to:
- all goods and services bought or sold over digital or electronic network including digital products;
- all models of e-commerce, including marketplace and inventory models of e-commerce;
- all models of e-commerce, including marketplace and inventory models of e- commerce; all e- commerce retail, including multi-channel single brand retailers and single brand retailers in single or multiple formats; and
- all forms of unfair trade practices across all models of e-commerce.
According to Rule 2(4) and Rule 2(5) of the Rules:
- 4(4): Every e-commerce entity shall establish an adequate grievance redressal mechanism having regard to the number of grievances ordinarily received by such entity from India, and shall appoint a grievance officer for consumer grievance redressal, and shall display the name, contact details, and designation of such officer on its platform; and
- 4(5): “Every e-commerce entity shall ensure that the grievance officer referred to in sub-rule (4) acknowledges the receipt of any consumer complaint within forty-eight hours and redresses the complaint within one month from the date of receipt of the complaint.”
Accordingly, this Policy is framed to comply with the provisions of the Rules and have in place an effective redressal mechanism for seamlessly disposing the grievances of the customers of the Company. The Company, through this Policy wants to ensure that it handles complaints fairly, efficiently, and effectively. This Policy endeavors to ensure that it’s grievance redressal procedure is properly and effectively implemented, and that the complainant feels confident about her/his complaints being acted upon promptly and equitably.
The Company shall ensure that all complaints are resolved within a Turnaround Time (“TAT”) of 30 calendar days. The exact resolution timeline may vary depending on the nature and complexity of the complaint and the time required by the relevant department or backend unit to address and resolve it.
The customer shall be intimated about the resolution by e-mail, call or by replying over the social media channel on which the complaint was raised. The delivery of intimation depends on whether the same was promised by the customer service executive while taking the complaint.₹
Grievance Redressal and Escalation Process
Level 1:
All complaints/grievances received from various channels are catered to by the customer service desk as per the grievance redressal procedure.
In addition to this, the customer can also request the customer service desk (by using touch points like call, e-mail or Live Chat) to arrange a callback directly from the Customer Service Manager of the Company for escalating his/her issue. Within minimum 24 (twenty-four ) hours to maximum 48 ( forty eight) hours of receipt of such request/escalation, the Customer Service Manager of the Company shall himself/herself call the respective customer and speak to him/her in order to provide a final resolution or further resolution timeline on the complaint/grievance. In cases were the Customer Service Manager of the Company needs to co-ordinate with a particular department for resolving a complaint, he/she needs to inform the customer that he/she will get back to the customer with a final resolution or further resolution timeline in minimum 2 (two) to maximum 5 (five) business days.
Note: If there is no response/resolution given by the Customer Service Manager of the Company within the above TAT, then the customer service desk shall escalate the case to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action.
Level 2:
If the customer is not satisfied with the response/resolution given by the Customer Service Manager of the Company, he/she can write directly to the Grievance Redressal Officer of the Company on the below mentioned contact details:
Reefat Shaikh
OnEMI Technology Solutions Limited,
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070.
E-mail Id: care@kissht.com
Contact No: 08044745952
Level 3
If the grievance is not redressed by Grievance Redressal Officer, then the customer may appeal to Nodal Officer on the below mentioned contact details:
Zaffar Khan
OnEMI Technology Solutions Limited,
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070
E-mail Id: escalation@kissht.com
Contact No: 08044745951
If your grievance is with respect to a loan product availed from Platform and is not responded by the Company, within a period of 30 (thirty) calendar days, then the Complaints can be filed, in the prescribed format, on https://sachet.rbi.org.in/
At all the branches / head office and website of the Company, notice will be put up informing the customers about the escalation mechanism and the Grievance Redressal Officer (including the name and contact details).
This Policy will be reviewed at yearly intervals or as and when considered necessary by the Management of the Company, and will be revised based on extant regulatory guidelines from time to time.
For OnEMI Technology Solutions Limited
Krishnan Vishwanathan
CFO and Director
Approved by the Board of Directors at its meeting dated March 26, 2026