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It defines purpose, scope, and governance roles for the CRO and CRAO, and establishes how different grievance types—service, compliance, financial, operational, behavioral, and policy-related—are addressed. It also describes objectives focused on fairness, transparency, timely resolution, standardization, compliance, and continuous improvement, with references to communication, training, monitoring, and regulatory requirements.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/grievance-redressal-policy-february-2026-change-matrix/307205/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/grievance-redressal-policy-february-2026-change-matrix/307205.png","ImageObject",442,249,{"name":88,"@type":89},"Quinn Holloway","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-18","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",6,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the purpose of this Grievance Redressal Policy?","Question",{"text":109,"@type":110},"It provides a structured mechanism to address complaints and grievances from stakeholders, ensuring fairness, transparency, timely resolution, standardization, compliance, and continuous improvement.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Who are the CRO and CRAO, and what are their roles?",{"text":114,"@type":110},"The Compliance Officer acts as the CRO and handles customer complaints. 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Ltd. in](Pvt. Ltd. in)[ ](Pvt. Ltd. in)[its meeting held on ______________](its meeting held on ______________) |\n| 6 | Change Description | Policy reviewed pursuant to Annual Review. No changes observed |\n\n|  | INDEX |\n| --- | --- |\n| Sr No. | Name of the Topic |\n| 1 | Introduction |\n| 2 | Grievance Redressal Mechanism |\n| 3 | Grievance Handling Procedure |\n| 4 | Timelines for Resolution |\n| 5 | Communication and Documentation |\n| 6 | Training and Awareness |\n| 7 | Monitoring and Review |\n| 8 | Compliance and Regulatory Requirements |\n| 9 | Appendices |\n| 10 | References |\n\n1. EXECUTIVE SUMMARY  \nThis section provides an overview of the Grievances Redressal Policy, highlighting the organization’s commitment to resolving grievances efficiently and in compliance with IFSCA guidelines.  \nThis Grievance Redressal Policy aims to provide a structured and efficient process for addressing complaints and grievances from stakeholders, including customers, investors, and other entities engaged in financial activities within the organization. The policy ensures transparency, fairness, and timely resolution of grievances to uphold the integrity and trust in the financial ecosystem of organization.  \n2. INTRODUCTION  \nPurpose  \nThe purpose of this Grievance Redressal Policy is to provide a structured and effective mechanism for addressing complaints and grievances from various stakeholders, including investors, clients, and other parties. The key objectives ofthe policy include:  \nEnsuring Fairness and Transparency: Establishing a clear, transparent, and fair process for handling grievances to build trust among stakeholders.  \nTimely Resolution: Ensuring prompt and efficient resolution of complaints to enhance stakeholder satisfaction and confidence in the financial system.  \nStandardization: Providing a standardized framework for addressing grievances to ensure consistency and reliability in the redressal process.  \nCompliance: Ensuring compliance with regulatory requirements and maintaining high standards of governance and accountability.  \nFeedback and Improvement: Utilizing feedback from grievances to identify areas for improvement and implementing necessary changes to enhance the overall service quality and operational efficiency.  \nProtection of Stakeholder Interests: Safeguarding the interests of stakeholders by addressing their concerns and providing appropriate remedies or solutions.  \nMaintaining Integrity: Upholding the integrity of the financial system by addressing and resolving grievances related to financial products, services, and market conduct.  \nThe policy aims to foster a conducive environment for financial activities by ensuring that grievances are handled in a manner that promotes trust, transparency, and accountability.  \nScope: This policy applies to all grievances received by Mirae Asset Investment Managers (India) Private Limited (IFSC BRANCH)(FME) .  \nGovernance Structure: The organizational structure for grievance Redressal, includingthe roles ofComplaint Redressal Officer” or “CRO” and Complaint Redressal Appellate Officer” or “CRAO”.  \nComplaint Redressal Officer” or “CRO” :  \n􀁸 The Compliance Officer shall be the CRO and shall be responsible for handling of complaints received from its customers.  \nComplaint Redressal Appellate Officer” or “CRAO”:  \n􀁸 The Principal Officer shall be the CRAO and shall be responsible for handling appeals of customers against the decision taken by the Complaint Redressal Officer of the FME  \nThe CRO ","cbCaiacUJK91TXa1","https://ap.wps.com/l/cbCaiacUJK91TXa1","pdf",899575,"English","# Introduction\n## Purpose\n## Scope and Governance Structure\n# Grievance Redressal Mechanism\n## Types of Grievances\n# Grievance Handling Procedure\n## Lodging a Grievance\n# Timelines for Resolution\n# Communication and Documentation\n# Training and Awareness\n# Monitoring and Review\n# Compliance and Regulatory Requirements\n# Appendices\n# References","[{\"question\":\"What is the purpose of this Grievance Redressal Policy?\",\"answer\":\"It provides a structured mechanism to address complaints and grievances from stakeholders, ensuring fairness, transparency, timely resolution, standardization, compliance, and continuous improvement.\"},{\"question\":\"Who are the CRO and CRAO, and what are their roles?\",\"answer\":\"The Compliance Officer acts as the CRO and handles customer complaints. The Principal Officer acts as the CRAO and handles customer appeals against the CRO’s decisions.\"},{\"question\":\"What types of grievances does the policy cover?\",\"answer\":\"The policy covers service-related, compliance-related, financial disputes, operational issues, behavioral issues, and policy-related grievances, including suggestions for policy improvements.\"}]","Grievance Redressal Policy - February 2026 - Change Matrix | PDF",1789845556]