CIBIL Grievance and Redressal Process, CIBIL Dispute Resolution

All consumers/entities may not be satisfied with the service provided by CIBIL. In this case, you can raise a grievance and bring the issue to the higher authorities of CIBIL. There are different levels of escalation and a set time frame for each of these levels. Know more about registering a grievance with CIBIL here:

Channels Available for Registering Grievances

There are various channels through which you can register a complaint with CIBIL:

• TransUnion CIBIL’s Official Website: Submit an online form available on the ‘Contact Us’ page of TUCIBIL’s official website, www.cibil.com.
• Telephone: Call up at 022-61404300 to register your complaint. The lines are up from Monday to Friday between 10 a.m. and 6 p.m.
• Letter: You can send a letter/correspondence to the address of TUCIBIL’s registered office at: One Indiabulls Centre, Tower 2A, 19th Floor, Senapati Bapat Marg, Lower Parel, Mumbai 400 013
• Walk-in Consultation: Walk-in to the registered TUCIBIL office and meet the manager from the Consumer Services department.

Classifying Grievances

Consumer interactions will be broadly classified as query, request, compliant, and feedback. Further classifications will be done based on the nature of the interaction.

• Query: A query is an Interaction seeking information.
• Request: If the interaction is regarding the correction of a discrepancy in the CIBIL report, it is categorised as a request.
• Complaint/Grievance: If a customer is not satisfied with a response or the response time, he can communicate the issue to CIBIL. This is classified as a complaint/grievance.
• Feedback: Interactions that suggest on improving the products/services offered by CIBIL can be called feedback.

Grievance Redressal Guidelines

Many complaints/grievances can be registered with CIBIL on a daily basis considering the number of credit applications that are processed by lenders. CIBIL has set up certain guidelines to be followed while dealing with these grievances.

• Any interactions received from customers will be logged into their Customer Relationship Management (CRM) software.
• Upon recording the complaint with CRM, a unique service request (SR) number will be generated for each interaction.
• An acknowledgement will be sent via email or letter to the customer, quoting the SR number.
• The communication received from the customer will be analysed and proper action will be taken according to the set timelines.
• If there is insufficient information, a representative from CIBIL will call the customer for clarifications.
• Based on the action taken, a response will be sent to the customer via email or letter according to the set timelines.
• In some cases, Root Cause Analysis (RCS) would be conducted to identify the areas of improvement in processes and services.
• Management Information System (MIS) on complaints along with RCA findings if any will be shared with the Consumer Protection Committee (CPC) of CIBIL’s Board.
• A specialised department, Consumer Services, handles the consumer grievances and escalations.

Set Timelines for Resolution

• An acknowledgement must be sent within the next business day for online disputes and disputes received via email on info@cibil.com.
• For every communication received, an action must be initiated within three business days from the date of receipt.
• If a case gives rise to rectification of credit information, it will be resolved within 15 business days; it is subject to receipt of the response from lenders.
• Other types of complaints will be resolved within seven business days.

Escalation Process

If you are not satisfied with a solution/response provided by CIBIL, you can intimate the issue to the senior management. There are three stages associated with escalation:

• Escalation Level 1: You can submit the grievance online by filling the ‘Escalate to Level 1’ form. This escalation will be forwarded to Manager – Consumer Services. A valid service request number must be quoted to escalate an issue. CIBIL will respond to your escalation within a period of 15 business days for Level 1 escalations.If you do not have a Service Request number, you can follow the procedure in the CIBIL Dispute Resolution Process page to get one. If you do not have an SR number and need clarification on some other type of query, you can fill up the query form available on CIBIL’s official website.
• Escalation Level 2: If you are unsatisfied with the response received at Escalation Level 1, the grievance can be escalated to the next higher level, i.e. to the Assistant Vice President – Consumer Services. You can fill the ‘Escalate to Level 2’ form available on the official website of CIBIL. You must quote the SR number as well as the Online Grievance ID Level 1 that is generated as soon as you submit the escalation to Level 1 for the same issue.CIBIL may take up to 10 business days to respond to your escalation at Level 2. However, it is necessary to let CIBIL respond to your escalation and wait for the specified timeline of 15 working days. It is not advised to raise another escalation in the next level before the specified timeline.
• Escalation Level 3: If your query is still not satisfactorily resolved, the matter can be escalated to the Chief Operating Officer. Fill the ‘Escalate to Level 3’ form with mandatory details such as SR number and Online Grievance ID of Level 2 Escalation. A timeline of eight business days is required for CIBIL to respond.If you have raised your concern at Level 2, you must wait for 10 business days for CIBIL to respond before escalating the concern to Level 3.

If you had raised a dispute already and if CIBIL has responded to you stating that the lender has confirmed that the information in the credit report is correct, you must contact the lender directly for further negotiations about the dispute.

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