Grievance Redressal Mechanism
We are committed to resolving every complaint fairly and within 30 working days. This page describes the complete grievance process for customers of NetZero Finance Pvt Ltd (trading as Aerem), in compliance with RBI's Master Direction on Grievance Redressal for NBFCs.
You have a right to raise a complaint about any aspect of your loan, financing, or service from NetZero Finance Pvt Ltd. We are legally required to respond. This page tells you how to raise a complaint, how long resolution takes, and how to escalate to the RBI if we do not resolve it to your satisfaction.
1. Grievance Redressal Officer
The following officer is responsible for reviewing and resolving customer grievances.
Grievance Redressal Officer
Name: [To be inserted by legal team]
Designation: Grievance Redressal Officer
Organisation: NetZero Finance Pvt Ltd (trading as Aerem)
Email: grievance@aerem.co
Phone: +91-[number -- to be inserted by legal team]
Postal address: NetZero Finance Pvt Ltd, [Mumbai registered address]
Response commitment
- Acknowledgement: within 3 working days of receiving your complaint
- Resolution: within 30 working days of acknowledgement
- If the matter requires additional investigation, we will inform you of the delay and provide a revised timeline
Email and phone are monitored Monday to Saturday, 9:00 AM to 6:00 PM IST. Complaints received on Sundays or public holidays are acknowledged the next working day.
2. How to Submit a Grievance
There are three levels of escalation. Most complaints are resolved at Level 1 within 24-48 hours.
For all complaints, start here. Our support team resolves most issues without formal escalation.
- WhatsApp: Send a message to [number] with the subject "Complaint" and your loan reference number.
- Email: support@aerem.co
- Phone: [number], Monday to Saturday, 9:00 AM to 7:00 PM IST
Response time: Within 24 hours during business days. Most issues resolved at this stage.
Common Level 1 issues: EMI query, statement of account request, subsidy status, monitoring platform support, DISCOM coordination status, payment confirmation.
If your complaint is not resolved at Level 1 within 15 working days, or if you are unsatisfied with the Level 1 resolution, escalate to the Grievance Redressal Officer.
- Email: grievance@aerem.co with your complaint reference number from Level 1
- Include: your name, loan account number, description of the complaint, and the Level 1 response (if any) you received
The Grievance Redressal Officer will acknowledge within 3 working days and resolve within 30 working days of acknowledgement.
Common Level 2 issues: Interest rate disputes, loan terms disputes, recovery agent conduct complaints, account closure delays, NOC non-receipt.
If your complaint is not resolved within 30 working days of submission to the Grievance Redressal Officer, or if you are unsatisfied with the resolution, you may approach the Reserve Bank of India's Integrated Ombudsman Scheme.
The RBI Ombudsman scheme is:
- Free of charge (no fees, no lawyer required)
- Accessible online at cms.rbi.org.in
- Available to all borrowers of RBI-regulated financial institutions
- Able to award compensation of up to Rs 20 lakh for established grievances
To file with the RBI Ombudsman, you will need: your complaint reference number from NetZero Finance Pvt Ltd, a copy of our response (or documentation showing 30 working days have elapsed), and the details of your complaint.
3. Types of Complaints We Handle
Loan-related complaints
- Incorrect interest rate application
- Incorrect EMI calculation
- Unexplained charges or fees
- Loan disbursement delays
- Prepayment not processed correctly
- NOC not issued after full repayment
- Incorrect credit bureau reporting
Service complaints
- Recovery agent conduct (harassment, calls outside permitted hours)
- Unresponsive customer support
- Privacy violation or data misuse
- Incorrect information provided by platform or staff
Installation-related complaints
Note: Installation quality complaints relate to the installer partner, not to NetZero Finance. Where an Aerem-certified installer is involved, Aerem's Partner Quality team will investigate and mediate. Contact: quality@aerem.co.
4. What Happens After You Submit
After you submit a complaint to the Grievance Redressal Officer:
- You receive an acknowledgement email within 3 working days with a complaint reference number.
- The Grievance Redressal Officer reviews your complaint and, if needed, contacts the relevant internal team (operations, finance, risk) for the facts.
- You may be asked for additional information or documents. Please respond within 10 working days to avoid delay.
- We communicate our resolution in writing -- by email or post -- within 30 working days.
- If you accept the resolution, the matter is closed. If you do not, you may escalate to the RBI Ombudsman (Level 3 above).
5. Submit a Grievance
If you have a complaint, use the form below or email grievance@aerem.co directly.