Grievance Redressal Mechanism

Customers who wish to provide feedback or send in their complaint may use the following channels between 9:30 am and 6:30 pm, from Monday to Friday (except on business holidays).  
 

• Call our Customer Service Helpline on +91-22-6692-9100

• Email us at customer.support@omlp2p.com

• Write to us at the below mentioned address:  

OHMY Technologies Private Limited,
Diamond House, 35th Road, 5th Floor,
Linking Road, Bandra West,
Mumbai 400050
 

Below is the Escalation Matrix in case complaints are not resolved within stated timelines. We have a policy to respond to letters / emails received through this channel within given timelines.

 

 

	Name	Telephone Number	Email Address	TAT
Level 3	Ajay Tripathi	+91-22-6692-9100	operations@omlp2p.com	Within 4 working days
Level 2	Mithali Naik	+91-22-6692-9100	teamcredit@omlp2p.com	Within 4 working days
Level 1	Customer Support team	+91-22-6692-9100	customer.support@omlp2p.com	Within 3 working days

 

In case of non-addressal of the complaint to the customer's satisfaction, within a reasonable time frame, the customer may approach to Complaints Redressal Officer at the address given below:

Complaints Redressal Officer:

Mr. Dharmveer Singh
Tel no: +91-22-6708-6215

E-Mail Id: Accounts@omlp2p.com
 

If not satisfied, you can also approach to CEPD of RBI (Consumer Education and protection Department). CEPD act as a Nodal department.

 

Internal Machinery to handle Customer complaints

At OMTPL, we have put in place the best of customer relationship management system to ensure a timely resolution of the grievances.  Our customer support desk captures the complaints and follows TAT’s based on the nature of the query and escalates issues based on predefined TATs and as per the escalation matrix.  Every attempt is made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, he can escalate the issue through the grievance redressal mechanism as referred above. Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution. Periodic review of monitoring of complaints, TATs, nature of complaints is done to ensure that process loopholes if any are plugged and trends are checked.

The board has formulated a grievance redressal committee of senior management to review on monthly basis the status of all the grievance received, settled and pending issues. The committee take appropriate actions on grievance pending for more than two weeks.