Kniru Technologies Private Limited (“Kniru”) strongly believes in consistently providing the best experience to our customers. Despite our utmost care in services, negative customer experiences sometimes occur and must be handled with priority and care. We believe that quick and effective handling of complaints is essential to provide excellent customer service and we work tirelessly to achieve that level of experience for our customers.
As a part of its customer service policy, Kniru has established a Grievance Redressal Policy (hereinafter referred to as “the Policy”). The Policy aims to ensure that:
A grievance means any communication that expresses dissatisfaction about an action or lack of action, about the standard of service or deficiency of service of an intermediary or entity who is registered with the Authority and who has an obligation to redress the grievance.
The Policy covers all grievances arising out of the services offered by Kniru. The Policy does not cover grievances arising out of the services offered by other intermediaries or entities under the NPS, such as:
For such grievances, the customers and subscribers are advised to approach the respective intermediaries or entities directly or through the CRA.
Kniru has designated a Grievance Redressal Officer (GRO) at its head office and at each branch office to handle and resolve the grievances received from customers and subscribers. The GROs are responsible for:
The customers and subscribers can lodge their grievances through any of the following modes:
For complaints related to retirement advisory, the customers and subscribers are required to provide their PRAN number, name, contact details and a brief description of their grievance while lodging their complaints. They can also attach any supporting documents or evidence if available.
The customers and subscribers can also track the status of their grievances online through CGMS portal by using their token number or PRAN number.