45 | Annual Report | 2025-2026 The customer care team also conducts outbound calls to assess customer satisfaction levels and also to get an insight into their needs from a credit and cross-sell perspective. In Fiscal 2026, we introduced chat-bot– enabled customer communication, including automated welcome calls and repayment-related reminders, to enhance customer engagement, improve operational efficiency, and ensure timely and consistent outreach. 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 4 working days in FY 2025 to just 3 working days in FY 2026, 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 to escalate their complaints/grievances within the organisation and their rights to alternative remedies if they are not fully satisfied with the response of the Company to their complaints. ● All complaints are to be dealt with efficiently and fairly as otherwise, they can damage the reputation and business of the Company. ● Arohan’s employees would work in good faith and without prejudice in the best interest of the customers. Inbound Process At the heart of Arohan’s Customer Grievance Redressal Mechanism lies a well-structured and responsive Inbound Process, designed to ensure that every customer concern is addressed with urgency, empathy, and efficiency. Arohan offers multilingual Customer Care, enabling seamless communication for customers across diverse regions. Our IVR system supports 8 Indian languages, enhancing accessibility for customers and providing better support for field officers in their daily operations. When a customer raises a complaint or query, it is first addressed by either the Customer Service Representative or the Branch Head. If the matter remains unresolved, customers can escalate their concern through the tollfree number 1800 103 2375, where it is directed to the Customer Care Helpdesk. From there, a structured escalation matrix is automatically activated, ensuring the issue is efficiently routed through defined levels of resolution, up to the Nodal Officer if necessary. An integrated, workflow-based routing system supports this process, enabling systematic tracking, timely followups, and comprehensive resolution of each case. This proactive and tech-enabled approach reflects Arohan’s unwavering commitment to transparency, accountability, and customer satisfaction, reinforcing the trust placed in us by our valued clientele. Quarter wise Complaint received in FY 2026 Average TAT days for all closed complaints 25 20 15 10 5 0 40 30 30 20 10 0 2500 2000 1500 1000 500 0 20 35 32 Complaint Per Lakh Customer FY22 Q1 Q2 Q3 Q4 FY23 FY24 FY25 FY26 20 15 6 4 3 394 1126 394 1909 1742 Quarter wise Complaint received in FY 2026 Average TAT days for all closed complaints 25 20 15 10 5 0 40 30 30 20 10 0 2500 2000 1500 1000 500 0 20 35 32 Complaint Per Lakh Customer FY22 Q1 Q2 Q3 Q4 FY23 FY24 FY25 FY26 20 15 6 4 3 394 1126 394 1909 1742 Quarter wise Inbound Calls received in FY 2026 392 357 333 352 25000 20000 15000 10000 5000 0 500 400 300 200 100 0 Inbound Per Lakh Customer Q1 Q2 Q3 Q4 25719 26275 23484 20238 18195 19072
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