Grievance Redressel

Grievance Redressal Mechanism

In accordance with RBI Digital Lending Guidelines, Jora Capital has established a structured Grievance Redressal Officer (GRO) mechanism to address customer queries, complaints, and issues promptly.

Escalation Matrix

1. Level 1 (Customer Support): Raise a ticket via email at support@joracapital.in. Resolution time is 7 working days.
2. Level 2 (Grievance Officer): If unresolved after 7 days, escalate directly to the Nodal Grievance Officer at the contact details above. Resolution time is 15 working days.
3. Level 3 (RBI Ombudsman): If the complaint is not resolved within 30 days, the borrower may lodge a complaint on the RBI CMS Portal at https://cms.rbi.org.in.