GRIEVANCE REDRESSAL POLICY – NPS

GRIEVANCE REDRESSAL POLICY – NPS

1. INTRODUCTION

Finwizard Technology Private Limited (hereinafter “Finity”) has adopted this grievance redressal policy (“Policy”) to set forth the practices and procedures that Finity will follow while receiving, handling and responding to all complaints or grievances received from subscribers in relation to the services that Finity provides (“Services”) as an intermediary under the Pension Fund Regulatory and Development Authority Act, 2013 (the “Act”).

Finity has formulated, adopted and implemented this Policy further to and in accordance with the Act, and the Pension Fund Regulatory and Development Authority (Redressal of Subscriber Grievance) Regulations, 2015 (the “Regulations”). This Policy aims to ensure that redressal of complaints would be fair, consistent and in accordance with the extant rules & regulations.

 

2. DEFINITIONS 

  1. Grievance(s)” as used in this Policy means any communication from a subscriber that expresses dissatisfaction in respect of: 

a. the conduct of Finity; or

b. any act of omission or commission by Finity; or

c. deficiency of Service on the part of Finity

and in the nature of seeking a remedial action. Communications that are incomplete, that are suggestions, or seeking advice are not regarded as Grievances for the purposes of this Policy. 

2.  “Complainant” as used in this Policy means any person who lodges a Grievance under this Policy.

3. The words “intermediary”, “subscriber”, “Authority”, “Central Recordkeeping Agency” or “CRA”, “National Pension System Trust” or “NPST”, and “Ombudsman” as used in this Policy shall have the same meaning accorded to such words under the Act.

 

3. PROCEDURE FOR RAISING A GRIEVANCE

A subscriber may raise a Grievance with Finity in any of the following manners:

  • Level 1:

The Subscriber has a right to seek redressal for the services offered by Finity. If a Subscriber has any grievance / complaint, the Subscriber can approach the Subscriber Support help desk via the “Help” tab in Finity Mobile Application or “Write to us” section in the Finity website.

The subscriber may also send the complaint through a physical letter to Finity at the following address:

Finwizard Technology Private Limited, 

Queens Paradise, 1st Floor, Curve Road Shivajinagar,

Karnataka, Bangalore – 560052

 

  • Level 2:

If the Subscriber’s issue is unresolved after a period of 15 days from the date of first raising

the issue at Level 1 or if the subscriber is not satisfied with the response provided at Level 1, the Subscriber may, post completion of a 15 day period from the date of first raising the issue at Level 1, write to the Chief Grievance Officer at Grievance@Finity.com. The Chief Grievance Officer shall be the designated senior management executive, in terms of Clause 4 of the “Guidelines for grievance redressal by an Intermediary of NPS” issued by PFRDA

If the complaint is not resolved at Level 2 or if the Subscriber is not satisfied with Finity’s grievance redressal, the Subscriber may raise a Grievance with the CRA or the Authority, either in writing, or over e-mail, or through telephonic means.

  

4. PROCEDURE FOR GRIEVANCE REDRESSAL PROCEDINGS

 

  • Registration of Grievance 

Where Finity is directly notified of a Grievance by a subscriber, Finity for the purpose of records and tracking, shall upload the same into Central Grievance Management System (“CGMS”) provided by the CRA in accordance with the Act and generate the unique grievance number (“UGN”).

  • Acknowledgement

 

  • Finity shall acknowledge the receipt of the Grievance to the Complainant within three (3) working days of the receipt of the Grievance. In the acknowledgment, Finity shall mention the date of receipt of Grievance (either directly, or through the CGMS); UGN; expected date for resolution of the Grievance; name, designation and contact details of the Grievance Redressal Officer and the Chief Grievance Redressal Officer, and the escalation matrix for the Grievance including contact details and addresses for escalation within Finity, the National Pension System Trust and the Ombudsman. In the event Finity resolves the Grievance within such three (3) day period Finity shall provide the Complainant with such resolution in the acknowledgement.  

 

  1. In case the Grievance received does not pertain to Finity, then within three (3) working days of Finity receiving the Grievance, Finity shall inform the Complainant of the same, and forward the Grievance to the concerned entity/entities. 

 

  • Resolution

 

  1. Finity shall resolve any Grievance within thirty days from the date of receipt of the Grievance. Finity’s shall respond intimating the Complainant of resolution of the Grievance and also mention date of receipt of Grievance (either directly, or through the CGMS); UGN; name, number, designation and contact details of the Finity officer who will be dealing with the grievance received; procedure for representing the matter to NPST, and further right to approach the Ombudsman and the authority in case of non-satisfactory resolution of the Grievance (collectively, “Response”).
  2. Finity will update the status of the Grievance on the CGMS within one (1) working day of sending the Response to the Complainant.  
  3. Finity shall actively monitor the status and progress of any Grievance. Any Grievance that remains unresolved for more than two (2) weeks shall be escalated to the Chief Grievance Redressal Officer in accordance with the two-tier grievance redressal system set out in the Regulations. 
  4. Finity shall provide the Response to the Complainant. 
  5. A Complainant whose Grievance is not resolved within thirty (30) days or who is not satisfied with the resolution proposed by Finity, may approach the National Pension System Trust. Where the Grievance remains unresolved for a further period of thirty (30) days, a Complainant may approach the Ombudsman appointed under the Regulations for resolution and redressal. Finity shall provide the Complainant with this information in Finity’s response.

 

5. CLOSURE OF COMPLAINT

A Grievance shall be considered as disposed of and closed in any of the following instances, namely:

  1. when Finity accedes to the request of the Complainant fully;
  2. where the Complainant has indicated in writing, its acceptance of the resolution by Finity;
  3. where the Complainant has not responded within forty-five days of the receipt of the written response of Finity;
  4. where the Grievance Redressal Officer has certified to the Complainant that Finity has discharged its contractual, statutory and regulatory obligations and;
  5. where the Complainant has not preferred any appeal within forty-five days from the date of receipt of resolution or rejection of the Grievance communicated by Finity;
  6. where the decision of the Ombudsman in appeal has been communicated to such Complainant.

The closure shall not be applicable where the Ombudsman has allowed filing of the appeal, beyond the specified period.

 

5. DETAILS OF GRIEVANCE REDRESSAL OFFICER 

Finity hereby appoints and notifies the following employees as Grievance Redressal Officers under this Policy:

Grievance

The Grievance Redressal Officer shall interface with the subscribers, and the subscribers may reach out to the Grievance Redressal Officer for any Grievances. The Chief Grievance Redressal Officer shall ensure that the Grievance Redressal Officers function in accordance with this Policy, the Act, and the Regulations. The Chief Grievance Redressal Officer shall also serve as a point of escalation for the Complainant in accordance with the procedure in this Policy. 

 

6. FINITY ’S OBLIGATIONS

 

  1. Finity shall inform the subscriber at the commencement of their relationship of the subscriber’s right to seek redressal for Grievances and the procedure of redressal followed by Finity.
  2. Finity is required to maintain records of each Grievance received by Finity and the measures taken by Finity for its redressal in accordance with the provisions of the Act, the Regulations and this Policy.
  3. The details of the subscriber’s Grievance and all other related details to be kept confidential and only be shared with other organizations or regulatory authorities in accordance with the applicable laws.
  4. Finity shall maintain categorization of the complaints as specified by the regulator from time to time.
  5. Finity shall submit periodic reports to the National Pension System Trust or Authority as may be specified from time to time.
  6. In terms of Regulation 4(f) of PFRDA (REDRESSAL OF SUBSCRIBER GRIEVANCE REGULATIONS) 2015, the policy is required to be displayed in the public domain and preferably displayed in Hindi, English and other applicable regional languages in the office(s). Accordingly, the Grievance Redressal Policy shall be displayed on Finity’s platforms and also displayed at Finity’s Principal/Business Office in English and Hindi language. 
  7. Finity shall file this Policy with the Authority and will ensure that the Policy is available in the public domain. Finity shall use its best efforts to make the Policy available on Finity’s website, however Finity does not guarantee that the Policy will be available at all times on the website of the Finity. In the event of any technical issue, force majeure, or other event beyond Finity’s reasonable control, then the Policy may not be accessible. 
  8. The Policy is subject to revision/modification/alteration (without notice), so as to confirm to the benchmarks or standards as laid down or amended by the Authority from time to time or as may be advised by the Authority.

What is NPS?| Why Everyone should invest in NPS?

Description :

Speaker Info: Karan Batra, He is currently Head of strategic alliances and partnerships at Finity and with over a decade of experience in sales, marketing, wealth management and Incubating Start-ups across 3 industries. Key strengths include communication, relationship management and effective leadership qualities. Hard working and motivated with a strong sense of discipline. Creative, intuitive and quick to grasp new concepts that are demonstrated by a range of work experiences, interests and achievements. You can reach out to him at karan@finity.in

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TRANSCRIPT:

Hi everyone my name is Karan Batra and I’m from My Way Wealth

What is NPS?

NPS stands for National Pension Scheme NPS is a government-sponsored pension scheme which was launched in January 2004 for the government employees in the year 2009 it was open to all sections of society, as a subscriber you can contribute in your pension account during the working years of your life at the time of retirement you have the option of taking a certain amount in form of a lump sum and the remaining you have to buy an annuity so that you get regular income post your retirement period.

Who can subscribe for an NPS account?

Any Indian citizen between the age of 18 and 60 years can contribute in the NPS account the only basic requirement is you need to complete your KYC which will know your customer norms.

What are the tax benefits of NPS?

Under NPS you get an additional deduction of Rs.50,000 per financial layer under Section 80 CCD this Rs.50,000 is over and above the Rs.1.5 lakhs which you get under 80 C, therefore, NPS is not only a great investment option but it also helps you save additional taxes so don’t stop and go ahead and make your investment.

National Pension Scheme (NPS)

Investments for Wealth Generation

What is National Pension Scheme?

Pension is a fund filled by an individual for a long time. During retirement it can be tapped in to for a regular steady income. The National Pension Scheme is an initiative taken by the Government of India to allow every citizen to gain from a pension account.

It is accumulated over time with a 10% contribution from the individual’s basic salary. It is made mandatory for all government employees, however, the private sector employees can choose between the Employee Provident Fund (EPF) or NPS

Conservative Indians looking to secure a retirement corpus with tax advantages.

Those who are willing to take on more risks for earning better returns

  • Equity mutual funds
  • Direct stock trading

Highlights

  1. Risk Appetite –  There is moderate risk involved.
  2. Returns – Interest is not guaranteed
  3. Taxability – In Tier II accounts have no tax benefits, while Tier I accounts can claim exemptions under Section 80(C) and 80[CCD(1B)]
  4. Lock-in period – longest lock-in as it can be withdrawn on after the age of 60 years
  5. Withdrawals –  after 3 years withdrawals are allowed for predefined purposes
  6. Investment Safety –  Portions are invested in equities which pose a certain amount risk
  7. Inflation Cover – The returns are linked to the market (equities) so there is a substantial protection against inflation

Investment Goal

The most important reason to open an account is the automatic access that it offers to other financial instruments such as investments, loans and savings. Additionally, the account can be used to make financial transactions as well as to park a portion of savings to meet short-term needs and contingencies.

Overview

Key Features
Description
QualificationAny citizen of India is eligible
Age Group-Minimum is 18 years of age.
-Generally the maximum is 65 years .

ClosureTier I: 20% can be withdrawn with tax and the remaining must be used to buy an annuity
Tier II: No limits to withdraw
Account Holding TypesTier I
Tier II
NomineesThis provision is available.

Capital & Inflation Protection

The amount is not completely protected as portions are invested in equities which pose a certain amount risk

The returns are liked to the market through equities which beats the inflation over a long term

Guarantees

There is no guarantee under NPS of how much an individual will receive.

Liquidity

After a lock-in of 3 year, 25% of the contributions can be withdrawn for certain purposes such as marriage, education, treatment of illness, etc. These withdrawals can be added back within the tenure

Tax Implications

  • The NPS has the EET (Exempt on contributions-Exempt on accumulation-Tax on maturity) status.
  • A deduction of up to Rs. 1.5 lakh is allowed under Section 80(CCD) and Rs. 50000 under Section[CCD(1B)].
  • At the end of the tenure, 40% of the amount received tax-free

New Account Setup Information

  • How to open?

An NPS account can be opened in any one of the banks empanelled under NSDL. If you haven’t completed KYC, the following documents must be submitted:

               -Aadhaar card

               -Self declaration statement claiming no other account under NPS

               -Passport size photographs

              -How to manage?

  • The scheme invests into equity, debt and government securities. The investor can choose to opt on their own through Active-choice option or have the allocation done by default depending on his age through Auto-choice option.

Online Access

The NPS account can be opened online at enps.nsdl.com by selecting the investment option and the amount to be invested. If the person already has an account with the institution where NPS has a POP (point of presence) then registration can be done without additional documentation.

Key Takeaways

  • Since NPS is a pension scheme it has a long lock-in period
  • The contributions which are accumulated in time are exempted from tax and the maturity value is taxable (EET status)
  • Based on the investor’s choice, the NPS is market linked through equity which earns a high level of returns

Invest in Direct Mutual Funds to get better returns