47 | Annual Report | 2024-2025 part of our identity. We continuously monitor and analyze evolving customer needs and behaviors, using these insights to adapt our processes, products, and services. This dynamic, responsive approach reflects our unwavering commitment to customer centricity and forms the foundation of our long-term strategy for inclusive and sustainable growth. Our dedication to protecting and empowering customers has earned Arohan the prestigious Gold Certification for the Client Protection Principles (CPP)—a global benchmark for responsible financial practices. We proudly met 99.1% of the indicators established by CERISE & SPTF, an achievement that highlights our strong alignment with international standards. In the words of the awarding committee: “The GOLD level is the highest level of achievement and signifies that the certified institution meets the most rigorous standards of client protection found in the Universal Standards for Social Performance Management.” This recognition reaffirms our mission to deliver financial services that are transparent, respectful, and truly empowering, while continuing to build trust with the communities we serve. Empowering Customers Through Actionable Insights and Seamless Resolution At Arohan, customer empowerment begins with listening, understanding, and responding effectively. The Customer Insights function serves as the nerve center for capturing customer feedback and driving satisfaction through swift, insight-led interventions. Leveraging advanced cloud-based Customer Relationship Management (CRM) technology, this function ensures efficient routing and resolution of customer queries within defined timelines— contributing to a more responsive and satisfying customer experience. Acting as the custodian of Arohan’s Grievance Redressal Mechanism, it operates in full compliance with the frameworks laid out by the Microfinance Institutions Network (MFIN), the Reserve Bank of India (RBI), and other regulatory bodies. Beyond query resolution, the team actively monitors trends and feedback to derive actionable insights that inform process improvements and customer-centric innovations. With a sharp focus on Customer Experience (CX), Arohan is not just solving problems—it’s building stronger relationships, deeper trust, and long-term loyalty. Streamlined Grievance Redressal for Faster, More Accountable Resolutions Arohan has significantly strengthened its Customer Grievance Redressal Mechanism with the introduction of a Directly Responsible Individual (DRI) for every grievance received. This structured accountability has driven tangible results—reducing the average Turnaround Time (TAT) from 6 working days in FY 2024 to just 4 working days in FY 2025, ensuring customer concerns are resolved swiftly and effectively. To further reinforce responsiveness, Arohan has implemented a tiered escalation framework with Level 1 and Level 2 escalation paths. If a grievance remains unresolved within the defined timeline by the assigned DRI, it is automatically escalated to ensure priority handling and resolution—leaving no issue unaddressed. This streamlined, technology-enabled approach reflects Arohan’s deep commitment to customer centricity, where every concern is treated with urgency, transparency, and care. By embedding accountability at every step, Arohan continues to deliver on its promise of exceptional service and trust-driven relationships. The key principles of Arohan’s Grievance Redressal Mechanism are: • Customers shall be treated fairly at all times. • Complaints raised by customers are dealt with courtesy and without undue delay. • To enlist various types of convenient modes through which customers can register complaints. • To define escalation levels in case a customer’s complaint is not addressed at all or was not addressed satisfactorily. • Customers are fully informed of avenues Quarter wise Complaint received Average TAT days for all closed complaints 8 800 25 20 15 10 5 0 12 10 8 6 4 2 0 700 600 500 400 300 200 100 0 8 6 10 Complaint Per Lakh Customer FY21 FY 24 25_Q1 FY 24 25_Q2 FY 24 25_Q3 FY 24 25_Q4 FY22 FY23 FY24 FY25 17 20 15 6 4 569 537 387 712 Quarter wise Complaint received Average TAT days for all closed complaints 8 800 25 20 15 10 5 0 12 10 8 6 4 2 0 700 600 500 400 300 200 100 0 8 6 10 Complaint Per Lakh Customer FY21 FY 24 25_Q1 FY 24 25_Q2 FY 24 25_Q3 FY 24 25_Q4 FY22 FY23 FY24 FY25 17 20 15 6 4 569 537 387 712
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