Grievance Redressal Agent AI

Invoked when: a complaint is received through any channel — email, app, WhatsApp message, phone call log, or RBI Ombudsman portal notification

• –Reads the complaint text and classifies it by category: credit decision complaint (borrower disputes a decline or approval condition), collections conduct complaint (borrower alleges harassment, inappropriate contact, or FPC violation), interest rate or fee dispute (borrower disputes the rate charged or a fee levied), KYC or documentation complaint (borrower reports a process failure in the onboarding journey), disbursement complaint (delay or error in fund transfer), and general service complaint (TAT, communication quality, system issues). The category determines which team owns the resolution.
• –Assesses urgency: complaints that allege a regulatory violation (FPC breach, DND violation, Ombudsman-referable category) are flagged as High urgency and routed to the Nodal Officer immediately — within 15 minutes of receipt. Complaints about service quality are Normal urgency. Complaints that include legal threats or social media exposure are flagged as Urgent and escalated to senior management.
• –Pulls the relevant account context from LOS and CBS — the borrower's loan account details, the specific transaction or interaction being complained about, and any prior complaint history from the grievance management system — and assembles a triage brief for the resolution owner: complaint summary, account context, relevant timeline, and the specific action the borrower is requesting. The brief is designed to be read in under 2 minutes and acted on immediately.

Invoked immediately on complaint receipt — acknowledgement is sent before triage is complete if triage takes more than 23 hours (which it should not)

• –Sends the acknowledgement to the borrower through the same channel on which they submitted the complaint — if the complaint came via WhatsApp, the acknowledgement goes via WhatsApp; if via email, via email. The acknowledgement is sent using an approved template that: confirms receipt of the specific complaint (referencing the complaint in plain language so the borrower knows their specific issue was received, not a generic acknowledgement), provides a unique complaint reference number, states the 30-day resolution timeline, and provides the Nodal Officer's contact details for any follow-up.
• –The acknowledgement is sent autonomously — it does not wait for the triage brief to be completed or for the resolution owner to be identified. The 24-hour clock starts from the moment of complaint receipt; the acknowledgement closes that clock. Any delay in triage must not delay the acknowledgement.
• –Logs the acknowledgement timestamp in the grievance management system — this is the audit record that demonstrates regulatory compliance. Where a complaint is received outside digital channels (a phone call, an in-branch complaint), the triage team's physical log is the receipt record and the 24-hour clock starts from the logged receipt time.

Invoked continuously from complaint receipt through confirmed resolution or Ombudsman escalation

• –Tracks every complaint from receipt to resolution — logging each status update from the resolution owner (under investigation, resolution proposed, awaiting borrower confirmation, resolved, closed), sending automated reminder alerts to the resolution owner at Day 10 (if not resolved) and Day 25 (Ombudsman deadline approaching), and escalating to the Nodal Officer on Day 28 if resolution is not confirmed.
• –Identifies systemic complaint patterns: where three or more complaints of the same category are received within a 7-day window, flags the pattern to the CCO AI — because a cluster of similar complaints is a signal of a product, process, or conduct problem that individual complaint resolution will not fix. The CCO AI investigates the systemic cause; this agent identifies the pattern.
• –Produces a monthly grievance MIS report for the Nodal Officer and the Board: complaint volume by category, average resolution time by category, the percentage resolved within 30 days, Ombudsman referral count, and repeat complainant count. This report is the board's visibility into the health of the grievance function and LendingIQ's customer treatment standards.

Invoked when: a complaint is referred to the NBFC Ombudsman — either by the borrower directly or after a 30-day resolution failure

• –Reads the Ombudsman complaint notification from the RBI portal and assembles the full complaint file for the Nodal Officer's response: the original complaint and all correspondence, the resolution offered (if any) and why the borrower found it unsatisfactory, the account's full transaction history relevant to the complaint, the policy provisions applicable to the borrower's complaint, and LendingIQ's proposed response to the Ombudsman.
• –Checks the complaint against the NBFC Ombudsman Scheme's jurisdictional requirements — the complaint type, the amount involved, and the prior complaint history — to confirm whether it falls within the Ombudsman's jurisdiction and identify any procedural steps required before the Ombudsman's adjudication process begins.
• –Does not draft the Ombudsman response. The response to the Ombudsman is a legal and regulatory document that requires the Nodal Officer's review and sign-off. The agent assembles the evidence package; the Nodal Officer drafts or approves the response with legal counsel support where required.