GRM
GRM Scheme (Grievance Redressal Mechanism)
of Abhhyam Sainik Sanchay Limited (ASSL)
A Nidhi Company registered under Ministry of Corporate Affairs (MCA), Govt. of India
Objective
The purpose of the GRM scheme is to establish a clear and member-centric redressal system that addresses all complaints, disputes, and queries related to deposits, loans, insurance claims, and membership services with fairness and transparency.
Who Can Raise a Grievance?
- Individual depositors (SSY1000, RD, etc.)
- Business credit users (SUCY, MSME purchases)
- Loan applicants
- Insurance nominee or family (in case of death of member)
- Sanchay Advisor Members (SAM)
Modes of Complaint Submission
- Mobile App GRM Section (Coming Soon)
- Email: grievance@sainiksanchay.in
- Physical submission at Registered Office
- Online Form at: www.sainiksanchay.org/grm
- Helpline Support: +91-XXXXXXXXXX
Grievance Redressal Process Flow
| Step | Action | Timeline |
|---|---|---|
| 1️⃣ | Complaint submission with valid Member ID | Day 0 |
| 2️⃣ | Acknowledgment sent to member | Within 24 hours |
| 3️⃣ | Preliminary verification | Within 2 working days |
| 4️⃣ | Investigation by GRM Officer | Within 5 working days |
| 5️⃣ | Final resolution and written reply | Within 7 working days |
| 6️⃣ | Escalation (if unresolved) to Grievance Committee | Within 15 working days |
Grievance Redressal Committee
Constitution:
- Chairman (Independent Director or Trustee Representative)
- One Board Director
- GRM Officer
- Member Advisor Representative (optional)
Meeting Frequency: Bi-monthly or case-based urgency
Powers: Can recommend refund, account update, insurance support, or disciplinary action
Types of Grievances Covered
- Delay in loan disbursement
- Discrepancy in deposit or balance
- Insurance payout delays or disputes
- Misbehavior by agent or center staff
- System errors or non-updated transactions
- Wrongful deduction or service charge
- Membership registration or ID issues
Exclusions
- Anonymous complaints
- Disputes unrelated to ASSL services
- Legal claims without documentation
- Grievances older than 6 months (unless justified)
Grievance Tracking
Each complaint will be assigned a GRM Ticket Number and can be tracked via:
- SMS/Email updates
- Member portal or app
- Telephonic confirmation
Member Rights & Responsibilities
- ✔ Right to lodge complaint without fear
- ✔ Right to full written response
- ✔ Duty to provide accurate documents and facts
- ✔ Duty to use approved channels for escalation
Review & Policy Update
This GRM policy shall be reviewed every 12 months and updated as required by law or operational needs. Summary reports shall be shared with the board and included in annual audits.
Transparency. Trust. Timely Response.
Your Voice Matters — We Are Listening.
Email: grievance@sainiksanchay.in
Website: www.sainiksanchay.org/grm