Grievance Redressal Policy & Process
At InstaEMI, we believe that every customer has the right to fair, transparent, and timely resolution of their complaints. This page outlines our structured grievance redressal mechanism, designed in accordance with the regulatory frameworks established by the Reserve Bank of India (RBI), the Digital Personal Data Protection Act 2023 (DPDP Act), and TransUnion CIBIL (TUCIBIL) guidelines.
About This Policy
Purpose, scope and regulatory alignment
InstaEMI operates as a digital lending marketplace and credit information intermediary. In the course of facilitating loan applications, credit score checks, and financial product comparisons, we handle sensitive personal data including Permanent Account Numbers (PAN), credit bureau reports, and financial information. We recognise that complaints may arise related to service quality, data handling, consent management, or credit information accuracy.
This Grievance Redressal Policy has been formulated to ensure:
- Every complaint is acknowledged promptly and resolved within defined timelines
- Customers have access to a clear, multi-level escalation path
- A dedicated Nodal Grievance Redressal Officer is accessible for unresolved complaints
- Full compliance with data protection obligations under Indian and global regulations
- Transparent and documented communication at every stage of the redressal process
Regulatory & Legal Framework
Indian and global standards governing this policy
RBI Guidelines
The Reserve Bank of India mandates that all regulated entities and their agents maintain a robust grievance redressal mechanism. The RBI Integrated Ombudsman Scheme 2021 and the Fair Practices Code for NBFCs require timely acknowledgement, clear escalation paths, and resolution within 30 days. Customers may approach the RBI Ombudsman if unsatisfied after exhausting the company's internal process.
DPDP Act 2023 (India)
The Digital Personal Data Protection Act 2023 grants data principals (customers) the right to lodge complaints regarding processing of their personal data. Section 13 mandates that every Data Fiduciary establish a grievance redressal mechanism headed by a designated officer who must respond within the prescribed period. Unresolved complaints may be escalated to the Data Protection Board of India.
CICRA & TUCIBIL Regulations
Under the Credit Information Companies (Regulation) Act 2005 (CICRA) and TUCIBIL's operational guidelines, customers have the right to dispute inaccuracies in their Credit Information Reports (CIR). Credit institutions accessing CIBIL data must maintain processes for data accuracy, consent management, and timely dispute resolution. Consumers can directly raise disputes with TransUnion CIBIL.
Global Standards (GDPR, ISO 10002)
Our process is aligned with international best practices including the EU General Data Protection Regulation (GDPR) Article 77 (right to lodge complaints), and ISO 10002:2018 (guidelines for complaints handling in organisations). These standards emphasise accessibility, impartiality, confidentiality, and a commitment to continuous improvement in complaint resolution.
What You Can Raise a Grievance About
Common categories of complaints we handle
Service Quality
Delays in processing, unresponsive support, incorrect information provided
Credit Bureau Data
Inaccuracies in CIBIL score, incorrect entries in Credit Information Report (CIR)
Consent & Privacy
Unauthorised data access, consent not recorded properly, data shared without permission
Loan Application Issues
Application status delays, incorrect eligibility assessment, documentation problems
Communication
Unwanted calls, SMS or emails, incorrect contact details, marketing after opt-out
Technical Issues
Website errors, payment processing failures, account access problems
Level 1 — Customer Support
Your first point of contact for any grievance is our dedicated Customer Support team. All complaints received through the channels below are logged into our ticketing system and assigned a unique Complaint Reference Number (CRN) which you should retain for all future correspondence.
Our support team is trained to handle complaints related to service delivery, credit bureau data queries, consent-related issues, and general feedback. We aim to acknowledge all complaints within 24 hours and resolve them within 7 working days of receipt.
Resolution Timelines
• Acknowledgement: Within 24 hours of complaint receipt
• Initial Response: Within 48 hours with action plan
• Target Resolution: Within 7 working days
• Maximum Resolution: Within 15 working days for complex cases
Level 2 — Nodal Grievance Redressal Officer
If your complaint is not resolved to your satisfaction at Level 1 within the stipulated time, or if you are dissatisfied with the resolution provided, you have the right to escalate your grievance to our Nodal Grievance Redressal Officer.
The Nodal Officer is a senior designated official appointed as per the requirements of the RBI Fair Practices Code, the DPDP Act 2023 (Section 13), and TUCIBIL's Member Agreement guidelines. The Nodal Officer independently reviews escalated complaints and ensures fair, impartial resolution.
Mr. Santhosh Paruchuri
Nodal Grievance Redressal Officer
Contact
+91-9618528111Office Address
Sasi Icon, Metro Station, Road No. 36,
beside Madhapur, & 37, Jubilee Hills,
Hyderabad, Telangana 500033
Escalation Timelines
• Acknowledgement: Within 24 hours of escalation
• Review & Response: Within 15 working days
• Final Resolution: Within 30 days from the date of original complaint
TransUnion CIBIL — Credit Report Disputes
If your concern is specifically related to your Credit Information Report (CIR) or CIBIL TransUnion Score, you have the right to raise a dispute directly with TransUnion CIBIL. Under the Credit Information Companies (Regulation) Act 2005, credit information companies are required to investigate and correct any inaccuracies in your credit report within 30 days of receiving a dispute.
Common reasons to file a dispute with CIBIL include:
- Incorrect personal information (name, date of birth, PAN) in your credit report
- Loan or credit card accounts that do not belong to you
- Incorrect payment status (e.g., showing as defaulted when payments were made)
- Duplicate entries for the same loan account
- Accounts that should have been closed but still appear as open
- Unauthorised credit enquiries that you did not initiate
You will be redirected to the official CIBIL website: www.cibil.com/consumer-dispute-resolution
Your Rights as a Customer
Under Indian and international data protection laws
As a customer of InstaEMI, you are entitled to the following rights in relation to grievances and data protection:
Right to Information
Know what personal data we hold about you, how it was collected, and the purpose of processing.
Right to Correction
Request correction of inaccurate or incomplete personal data held by us.
Right to Erasure
Request deletion of your personal data, subject to legal retention obligations.
Right to Withdraw Consent
Withdraw consent for data processing at any time. Visit our Withdraw Consent page.
Right to Grievance Redressal
Access a free, fair, and transparent complaint resolution process.
Right to Escalate
Approach the RBI Ombudsman or Data Protection Board if internal resolution fails.
Tips for Filing an Effective Complaint
Help us resolve your grievance faster
Be specific: Clearly describe the issue, including dates, transaction IDs, or reference numbers where applicable.
Attach evidence: Include screenshots, email correspondence, or documents that support your complaint.
Provide contact details: Ensure your registered mobile number and email are mentioned so we can reach you.
Save your CRN: After filing a complaint, note down the Complaint Reference Number for tracking and escalation.
Allow reasonable time: Give the support team the stipulated time to investigate before escalating to Level 2.
Important Notes
- This grievance redressal mechanism is available free of charge to all customers.
- All complaints are treated with strict confidentiality and handled impartially.
- If you remain unsatisfied after Level 2, you may approach the RBI Integrated Ombudsman at cms.rbi.org.in or the Data Protection Board of India as applicable.
- For complaints related to data processing, you may reference the DPDP Act 2023, Section 13 in your correspondence.
- We review and update this policy periodically to ensure continued compliance with evolving regulations.
Last updated: August 2026