MESSAGE TO OUR CUSTOMERS Bussan Aut Finance India Pvt. Ltd. (BAF) aims t cntinually imprve its service delivery fr ur Custmers including individuals, students, crprate and business huses and visitrs by prviding respnsive, practive and prfessinal levels f service. Our Plicy tells yu abut ur cmmitment t service and the standards f service yu can expect frm us. We value yur feedback n hw we are perfrming and just as imprtant, with yur suggestins n hw yu feel we can imprve ur service delivery r any cmplaints yu may have. I welcme yur cmments n any f ur services. Yu can cntact Cmpany by e-mail, in persn, fax r letter, as detailed belw: E-Mail: custmerservice@bafindia.cm Visit ur website: www.bafindia.cm and write directly int Custmer Cmpliment r Custmer Cmplain Opening hurs: Mnday t Friday: 9:30am - 6:00pm & Saturday: 9:30am- 2:30pm Tll Free N.: 1800-10-BAF-4U/1800-10-223-48 Tel.: 011-49580400 Fax: 011-49580444 Registered Office: 10 th Flr, Ashka Estate, Barakhamba Rad, New Delhi-110001 Pstal Address: 8 th Flr, R G Trade Twers, Netaji Subhash Place, Pitampura, New Delhi - 110034 KEIICHII YOSHIMURA, MANAGING DIRECTOR 1
CUSTOMER SERVICE POLICY OUR MVV BAF MISSION We exist t enrich the lifestyle f Indian sciety thrugh custmer-friendly and quality financial services. BAF VISION We aspire t be the mst preferred financial slutin prvider that can meet the needs f ur custmers thrughut India. BAF VALUES Integrity: Build trust with Integrity, fairness and humility. Custmer First: We understand the changing needs f ur custmers and cnsistently exceed their expectatins in a speedy, curteus and effective manner. Transparency: We cultivate and reflect transparency in all ur dealings. Open Crprate Culture: We prvide ur emplyees with an pen crprate culture and platfrm fr self-develpment and prfessinal excellence. BAF COMMITS TO Prvide the highest level f service t ur custmers. In ding this, ur staff have agreed t: Prvide yu with prmpt, prfessinal, friendly and curteus service. Listen t yu and respnd t yur individual needs. Prvide yu with answers t yur enquiries and/r make arrangements fr the enquiries t be addressed Cmmunicate ur decisins clearly and explain fully the reasns fr them. Accept respnsibility fr the standard f custmer service as cntained in this dcument. EVALUATING AND IMPROVING OUR PERFORMANCE We will regularly mnitr and seek t imprve the quality f ur service thrugh custmer satisfactin surveys and yur feedback. This infrmatin will allw us t gauge satisfactin levels and set gals and standards that will further imprve the delivery f services. 2
YOUR CONTRIBUTION BAF will strive t achieve the level f custmer service utlined in this dcument. Yu can assist BAF by ensuring that yu prvide a cmplete applicatin frm and the crrect details wherever these are required. CUSTOMER CARE SERVICE LEVEL CONCEPT CONTACT US THROUGH I. Walk-In Custmers - T ur Reginal Office /Head ffice. - At dealership - Any BAF India Cunter II. Thrugh Phne - Call at ur Tll Free N. 1800-10-BAF-4U/1800-10-223-48. - 011-49580400 III. Thrugh Email Write us at custmerservice@bafindia.cm Visit ur website www.bafindia.cm and write directly int Custmer Cmpliment r Custmer Cmplain. IV. Thrugh Letter write us at Our HO Address. Custmer Service Desk 8 th Flr, R G Trade Twers, Netaji Subhash Place, Pitampura, New Delhi-110034 Fr BAF India lcatins please see attached Branch ffice lcatr 3
CUSTOMER GRIEVANCE REDRESSALMECHANISM At BAF India, we aim t prvide best custmer service and is cnsistently striving n creating a rbust and efficient custmer service platfrm.if the custmers have any issues r wish t register a cmplaint, they can reach us at any f the fllwing :-- LEVEL 1 Walk In At ur Reginal Office/Crprate Office mentined under "Cntact Us" at ur website At BAF India Cunters. Call Us The custmer can call us and lg any grievances at 1800-10-BAF-4U / 1800-10-223-48 (tll- free) r 011-49580400 Fax Yu can als cmmunicate any grievances thrugh Facsimile at the given number: 011-49580444 Sent us an email Yu can write at the given e-mail ID: custmerservice@bafindia.cm Website Yu can als cntact us thrugh ur fficial website by visiting us at www.bafindia.cm and write directly under the Custmer supprt. Write t us Yu can als write t us at: Custmer Service Desk, 8th Flr, RG Trade Twers, Netaji Subhash Place, Pitampura, New Delhi -110034. LEVEL 2 Escalatin f Cmplaints T Grievance Redressal Officer If yur cmplaint is nt redressed by the Custmer Service Sectin, yu can escalate the same t the Grievance Redressal Officer as under:-- Chief Financial Officer Bussan Aut Finance India Pvt. Ltd 10th Flr, Ashka Estate, 24, Barakhamba Rad, New Delhi 110001 +91-11-4361 1102 grievancefficer@bafindia.cm 4
LEVEL 3 Escalatin t RBI In case the cmplaint /dispute is nt redressed by the cmpany within a perid f One Mnth frm date f escalatin t level 2, yu may appeal t Officer in charge f Reserve Bank f India as under :- General Manager Department f Nn Banking Supervisin Reserve Bank f India 6, Parliament Street New Delhi -110001 +91-11-2371 4456 dnbsnewdelhi@rbi.rg STANDARDS FOR CUSTOMER CARE 1. Respnding t crrespndence BAF India will answer all the crrespndence frm public including letters, faxes and emails in a fast and clear manner. - T answer all crrespndence (excluding emails) within 3 wrking days. - T answer all crrespndence thrugh Email/Website (prtals: Custmer cmpliments and custmer cmplains) within 1 wrking day. - T use crprate signatures at all times. - T use crprate recmmended fnt (Arial 10pt t Arial 12pt) and BAF India lg wherever necessary. - T use crprate templates fr letters. - N riginal dcumentatin shuld be emailed instead it shuld be cnverted t.pdf frmat r scan cpy will be used fr emailing. 2. Walk-ins Members f staff will see the visitrs punctually when an appintment has been made at the ffice r an external venue. If n appintment has been made, members f staff will see visitrs as prmptly as is reasnably pssible. - T see visitr within 10minutes f any appintment that has been made. - Maximum length f time a persn withut an appintment shuld have t wait befre they see a representative f BAF India is 10minutes. - The query is required t be registered by the attendant with Custmer care department (head ffice) immediately after receiving it fr its reslutin, if he is nt able t reslve it. - At external meetings member f staff shuld arrive 10 minutes early, dressed apprpriately. 5
- All emplyees shuld carry cmpany identificatin at all times. 3. Answering telephne calls. Telephne calls will be answered in a fast and prfessinal manner. - T answer the telephne call with in 5 rings. - While answering the call, standard cmmunicatin manners t be fllwed. - The Reference n. f the query t be given immediately t the custmer n receiving a query and same can be used by the custmer fr future reference. - When transferring calls, ensure the BAF India staff member is available t accept the call. If nt, the call t be returned within 2 hurs. 4. TURN AROUND TIME COMMITMENT There is turn-arund-time f 3 days Maximum fr respnding t all custmer cmplaints r queries frm the date f receipt f yur cmplaint/queries. WORKING DAYS / WORKING HOURS Days/Wrking Days means all the days during the wrking hurs n which the BAF India (Bussan Aut Finance India Pvt. Ltd) is fficially wrking and des nt include any hliday. Wrking hur s means 9.30 AM t 6.00 PM frm Mnday t Friday and 9:30 am t 2:30pm n Saturday except the day which is nt fficially annunced. 5. FAQs r Circumstances. BAF India has a ready recknr n ur website abut all frequently asked questins by the custmers. This will help ur custmers t get a clear prcedure f the reslutin f varius queries raised by ther custmers. Fr FAQs please refer attached spread sheet. 6. Custmer Service Quality Check. BAF India analyses its services and take varius actins fr cllectin feedback f the custmers, which can be thereby used as a Quality check and required actins can be taken fr the imprvement in the services :- I. AWARENESS CALLING: The custmers are called after the disbursement f their lan by BAF India. - Cmplete details f the lan including lan agreement n., lan amunt, tenure, EMI amunt, EMI due date cycle are given t custmer. - If custmer has any issues/prblems the same is nted and preceded fr its reslutin. 6
- Feedback f custmer is taken abut the services f BAF India alng with any suggestins which custmer wants t give. 7. Custmer Service Activities t be fllwed by Reginal Offices:- There are certain activities t be fllwed by all reginal ffices and at all the dealerships cvered:- - Charge Display (giving details f all the charges) shuld be displayed at all the BAF India Cunters. - Missin Visin Values (MVV) shuld be displayed at the desk f Finance Crdinatr at dealership. - All the Finance Crdinatr shuld wear BAF Unifrm. - Lcal Language Applicatin Frm and Lcal Language Lan Agreement shuld be available at all BAF cunters fr reference f custmers wh d nt understand English. - Sampled filled applicatin frm shuld be available at all BAF India cunters. - Guidelines fr finance applicatin shuld be used by finance crdinatr t give presentatin t custmer. - Cmplaint Register shuld be available at all the BAF India Offices and BAF India cunters 9. Activities frm IT - Aut reply t all the mails cming t custmerservice@bafindia.cm - Adding a message fr receiving prmtinal mails f BAF India t custmer and custmers cnfirmatin fr same 10. Printing, POP & Statinary - There shuld be display f Tll Free N., custmer care ID and website address n all the statinary sent t the custmers. Nte: Additins will be dne t custmer service plicy as per the requirement. 7