Grievance Redressal Policy ver.1.1

Confidentiality Statement

This document relates to Saafe and is intended for the exclusive use of the personnel of Saafe. Any external distribution or reproduction of this document or its content without a written consent of the owner of this document is a violation and is strictly prohibited.

This document is not to be shared with any individuals other than those specifically authorized by the owner of this document. Personnel no longer having an authorized business need to retain this document have an obligation to return this document in its entirety to its designated owner.

Owner of the document	CTO
Reviewer	COO
Approver	MD / Board
Date of implementation (v1.1)	02-07-2025
Date of next review	05-06-2026
Related policies and documents	–
Policy required by (Regulator / Group Requirement / Internal Best Practices)	Regulator / Internal Best Practices

Document Owner / Custodian and Responsible for Maintenance

Owner	CTO
Location	Corporate Office, Chennai

1. Introduction

Dashboard Account Aggregation Services Private Limited (hereinafter called as "the Company") is an NBFC-Account Aggregator (NBFC - AA), registered with Reserve Bank of India.

Saafe is the brand name of the product of the Company. Saafe is an empowering one-stop solution for providing a real-time aggregated view of financial assets for Individuals and Enterprises from multiple financial institutions (Banks & NBFCs, Mutual funds, Insurance providers), EPFO, Income tax and GSTN. This state-of-the-art API driven solution puts you in the driver seat of managing your finances and personal wealth.

Saafe enables an Individual & Enterprise to share their financial information securely and digitally with any other regulated financial institution in the AA network. Saafe is data blind and is not allowed to share such information without the consent of the Individual / Enterprise.

2. Scope of the Policy

The Company has formulated the Grievance Redressal Policy ("Policy") in compliance with Master Direction on Non-Banking Financial Company - Account Aggregator (Reserve Bank) Directions, 2016 dated September 02, 2016.

This Policy ("Policy") sets out the procedure for receiving, registering and disposing of the complaints and grievances of the Customers with respect to the products and services of the Company ("Complaints").

This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt Redressal of any customer complaints and grievances that may arise despite this.

3. Definitions

This policy on grievance Redressal follows the defined noted principles. Customers are to be treated fairly at all times.

Complaints raised by customers are dealt with courtesy and without undue delay.

Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the company to their complaints.

All complaints to be dealt with efficiently and fairly as otherwise they can damage the Company's reputation and business.

The Company's employees would work in good faith and without prejudice to the interests of the customer.

4. Process of filing Grievances and Escalation

The Customers who have any Complaint, can follow the following process for its redressal:

Register the Complaint in a complaint register / complaint box, which is available at the corporate office of the Company following address:
Dashboard Account Aggregation Services Private Limited, Workafella, New No. 431, Teynampet, Anna Salai Chennai – 600018
Email at grievance@saafe.in or
Call on 7845148999; or
Write to the Company at the below mentioned address:
Kind Attention: Customer Service Team
Dashboard Account Aggregation Services Private Limited, Workafella, New No. 431, Teynampet, Anna Salai Chennai – 600018

Escalation

If Customer is not satisfied with the resolution provided by customer service team of the company OR no response is received within 10 days, the customer could write to Customer Grievance Redressal Officer at

Customer Grievance Redressal Officer Attn: Vijayan Rajasekar
Dashboard Account Aggregation Services Private Limited, Workafella, New No. 431, Teynampet, Anna Salai Chennai – 600018

Or send an email to: vijayan@saafe.in

The company will respond within 7 days from the date of receipt of such escalation.

5. Appeal to the Regulator

In case, complaints of the Customer is not satisfied with the response or the resolution provided to it, or the Complaint is still not resolved within the period of one month from the date of the Complaint, the Customer may appeal to Reserve Bank of India.

6. Disclosure

The Company shall display the following information prominently, for the benefit of customers, on the website and at the places of business:
The name and contact details (Telephone / Mobile nos. as also email address) of the Grievance Redressal Officer (GRO) who can be approached by the public for resolution of complaints against the company.
A Statement that if the complaint / dispute is not redressed within a period of one month, the customer may appeal to the Reserve Bank of India.
As per the Consent Architecture for retrieval, sharing or transfer of financial information, at the time of obtaining consent from the Customer, the Company will inform the customer, his right to file complaints with relevant authorities in case of non-redressal of grievances.

7. Redressal Process

The Customers are advised to file the Complaint by furnishing complete details of the same to the Company.
Upon receipt of the Complaint by the Company, the acknowledgement along with a complaint identification number and the details of the designated officer, who will be dealing with the Complaint, shall be provided to the Customer within 3 (Three) working days from the date of receipt of such Complaint.
The Company shall provide the necessary clarification / justification with respect to the Complaint, to the satisfaction of the Customer and take all appropriate measures to resolve the Complaint within one month from the date of receipt of such Complaint.
In case any additional time is required for resolution of the Complaint, the Company shall inform the Customer about the requirement of such additional time along with the expected timelines for the resolution of such Complaint.

8. General

Notwithstanding anything contained in this Policy, the Company shall ensure compliance with any additional requirements as may be prescribed under any laws/regulations either existing or arising out of any amendment to such laws/regulations or otherwise and applicable to the Company from time to time.

9. Review

This Policy is subject to review by the board of directors of the Company as and when deemed necessary.
This Policy shall be subject to the applicable laws including but not limited to the rules, regulations, guidelines, directives and instructions issued by the RBI, from time to time and shall supersede the earlier version of the Policy.
Any change/amendment in applicable laws regarding maintenance of an appropriate grievance redressal mechanism shall be deemed to be incorporated in this Policy by reference and this Policy shall be deemed to have been amended and revised accordingly.