Financial Literacy & Rights
Client Awareness Guide
Understanding your rights as a borrower, how grievance escalation works, and how RBI NPA rules affect your loan repayment.
1. Grievance Redressal Flowchart
If you face any service issue, delayed disbursal, or disputed charge, follow our 4-step resolution process:
1
Lodge Complaint
Contact Latur branch or submit form online. A ticket ID is issued instantly.
2
GRO Review
Our Grievance Redressal Officer (GRO) investigates within 7 business days.
3
Official Response
Written resolution or clarification provided to the borrower within 30 days.
4
RBI Ombudsman
If unresolved after 30 days, escalate to RBI CMS Portal (cms.rbi.org.in).
2. Understanding NPA Rules & EMI Due Dates
Per RBI harmonized guidelines, borrowers must understand how loan classification works to maintain a healthy credit score (CIBIL):
- SMA-0 (Special Mention Account): EMI remains unpaid past the due date (1 to 30 days overdue).
- SMA-1: EMI remains unpaid for 31 to 60 days.
- SMA-2: EMI remains unpaid for 61 to 90 days.
- NPA (Non-Performing Asset): If principal or interest remains overdue for more than 90 days, the loan is classified as an NPA on the day of day-end process. Upgradation back to Standard status occurs only after all outstanding arrears are fully paid.