Customer Grievance Redressal
This Grievance Redressal Policy ("Policy") outlines the structured process established by Crediple operated by Crediple India Private Limited, hereinafter referred to as "Crediple", "we", "our", or "us") to address and resolve grievances or complaints from users and stakeholders in a timely, transparent, and effective manner.
This Policy is published in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, under the Information Technology Act, 2000, and other applicable laws and regulations in India.
1. Objective
Crediple is committed to ensuring the highest level of user satisfaction and ethical business practices. The objective of this Policy is to:
- Provide a fair, transparent, and timely process for resolving grievances;
- Outline roles and responsibilities of our grievance handling team;
- Maintain records and escalate issues responsibly;
- Comply with legal obligations applicable to digital intermediaries and credit enablement platforms.
2. Scope of the Policy
This Policy applies to:
- All users of Crediple's web and mobile applications;
- Individuals interacting with Crediple through the platform, services, or affiliated channels;
- Grievances related to any product or service offered directly by Crediple, including but not limited to:
- Credit Analysis and Education
- Credit Report Repair
- Credit Score Improvement & Optimisation
- Credit Correction
- Credit Facilitation
- Loan Konnect
- Credit Audit
- External Credit Rating Facilitation
It also applies to complaints regarding:
- Charges, refunds, or platform fees;
- Data misuse, breach of privacy, or non-compliance with data protection;
- Service delays or unresponsiveness by Crediple representatives.
However, Crediple is not responsible for and will not entertain grievances related to:
- Credit scores issued by third-party credit bureaus (e.g., CIBIL, CRIF, Experian)
- Lending decisions made by lenders (Banks, NBFCs or DSAs)
- Interactions or disputes with third-party platforms such as Loan Direct Selling Agents (DSAs) including Starpowerz Digital Technologies Private Limited.
3. Grievance Officer Contact Details
Pursuant to Rule 3(2) of the IT Rules, the Grievance Officer appointed by Crediple is:
Name: Rahul Roy
Designation: Grievance Officer
Email: grievance@crediple.com
4. Lodging a Grievance
Any aggrieved user may lodge a grievance through the following channels:
By Email:
Send an email to grievance@crediple.com with:
- Full name and registered contact information (email and phone number)
- Nature and details of the grievance
- Any transaction reference, supporting documents, or screenshots
- Date of occurrence
5. Acknowledgement and Resolution Timeline
Crediple follows a strict internal policy to resolve grievances in a timely manner.
| Action | Timeline |
|---|---|
| Acknowledgement of complaint | Within 5 Business Days |
| First level resolution | Within 15 to 30 Business Days |
| Complex grievances (requiring third-party input or investigation) | Within 60 Business Days (extendablr) |
All grievances will be tracked via a unique reference ID for user follow-up.
6. Escalation Matrix
If a user is not satisfied with the resolution provided by the Grievance Officer, they may escalate the issue to our Compliance Officer within 3 business days.
Compliance Officer Details:
Email: compliance@crediple.com
Designation: Head – Legal & Compliance
The Compliance Officer’s decision will be final and binding.
7. Loan Konnect Disclaimer and Limited Responsibility
Through our Loan Konnect service, Crediple may facilitate user access to Starpowerz Digital Technologies Private Limited, a third-party Loan Direct Selling Agent (DSA). Users acknowledge that:
- Crediple does not offer, negotiate, or underwrite any loan, financial product, or credit facility;
- The entire lending process, terms, verification, eligibility, documentation, and decisions are governed by the DSA and its partner lenders;
- Crediple charges a one-time Platform Fee for facilitating the connection only and has no control over the outcome of loan-related services;
- Any grievance related to loans must be directed to the DSA or lending institution, and Crediple shall not be held liable for any delay, rejection, misinformation, misconduct, or damages arising from third-party actions.
However, users may report misconduct or unethical behavior by third parties to Crediple, and we may choose, at our discretion, to forward the complaint or delist the DSA from our platform.
8. Confidentiality and Data Protection
All grievances are handled confidentially. Crediple ensures:
- Grievances will only be shared with authorized personnel;
- Personal data submitted during the grievance process is handled in accordance with our Privacy Policy and applicable data protection laws;
- Data will be retained for audit and compliance purposes for a minimum period of three (7) years.
9. False or Malicious Complaints
Users are discouraged from filing frivolous, defamatory, or malicious grievances. Crediple reserves the right to:
- Reject such complaints outright;
- Suspend or terminate the user’s access;
- Initiate legal proceedings for damages or defamation.
10. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. All disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Hyderabad, India.
11. Policy Updates
Crediple reserves the right to amend or revise this Grievance Redressal Policy at any time. Users are encouraged to review this page periodically. Continued usage of the Platform constitutes your acceptance of any such changes.
Contact for General Support
For general support, service queries, or assistance unrelated to formal grievances, please contact: