1. INTRODUCTION

Reserve Bank of India (“RBI”) has granted Certificate of Authorisation No: 217/2025  to KredX Platform Private Limited (“KPPL”) to set up and operate an electronic Trade Receivables electronic Discounting System (“TReDS”).  The TReDS platform would facilitate the financing / discounting of trade receivables of Micro, Small and Medium Enterprises (MSMEs) through multiple financiers. KPPL plans to roll out a TReDS platform under the trade name “DTX” which will provide cutting edge services to its valued participants. One of the cornerstones for achieving this objective is to provide an excellent  customer grievance mechanism to its constituents.  This mechanism aims at minimizing instances of customer complaints and grievances through proper service delivery, to review mechanisms and to ensure prompt redressal of customer complaints and grievances. The review mechanism shall help in identifying shortcomings in products and service delivery and to minimize customer dissatisfaction.

Accordingly, in order to effectively and timely address and resolve any queries, complaints or issues faced by Participants on TReDS platform  (hereinafter referred to as the ‘Customer(s)’) and bring about the redressal thereof in a just and fair manner, KPPL has devised this Customer Grievance Redressal Policy (hereinafter referred to as the ‘Policy’).

The Policy aims to establish a transparent mechanism for updating Customers on the status of their complaints, outlining modes of appeal if they are dissatisfied with the resolution provided by the Company, and setting clear timeline expectations.

The Policy thus aims as follows:

1. To provide guidance to the Customers who wish to lodge a complaint and also provide guidance on what to do in case the Customers are unhappy with the outcome.
2. KPPL shall examine any complaint or grievance received and respond within one week of receiving a written complaint. If the complaint is submitted via email or other electronic means, the customer will be kept informed of the progress within a reasonable period.
3. If the customer is not satisfied with the initial resolution, KPPL will guide them on how to escalate the matter and make an appeal for further resolution.

4. A Nodal Officer should be appointed for the redressal of grievances of the Customers. The name and contact details of the Nodal Officer should be displayed on the website of KPPL.

 

2. DEFINITIONS

2.1 “Grievance” shall mean and include complaint, disagreement etc. arising out of or in connection with the practices, procedures and codes, followed by KPPL in its dealing with the Participants.

2.2“KPPL/The company” means KredX Platform Private Limited known under the trade name of “DTX”

2.3 “Parties” / “Participants” means a buyer, seller, Financier or Insurance Company as the case may be registered on KPPL) TReDS platform

2.4 “TReDS” means Trade Receivable Discounting System set up by KPPL the terms and conditions specified by as RBI TReDS platform

 

3. KEY COMMITMENTS

The key commitments and scope which KPPL promises to follow in its dealings with its Participants are:

1. To act fairly and reasonably in all dealings with its Participants by ensuring that:
   • Its products, services, procedures and practices will meet the commitments and standards as mentioned in the fair practice code;
   • Its products and services will meet relevant laws and regulations as applicable;
   • Its dealings with the Participants will rest on ethical principles of honesty, integrity and transparency.
2. KPPL will assist Participants in understanding how its products and services work by:
   • Providing information about them in simple Hindi and/ or English and/ or local language;
   • Explaining its financial implications;
   • Helping the Participant choose the one that meets their needs.
3. KPPL will make every attempt to ensure that its Participants have a trouble-free experience in dealing with it. Provided that in the case of errors and omissions, KPPL will deal with the same quickly and sympathetically.

 

4. SCOPE

Only complaints/ grievances pertaining to the KPPL’s DTX TReDS platform will be covered under this Mechanism and the following will not be part of the Mechanism: 

• Any complaint / grievance / disagreement / dispute between the seller and the buyer - including in relation to any goods or services supplied/provided by the Seller to the Buyer
• Non-performance of any respective obligations of the seller or the buyer in relation to any transactions undertaken on the TReDS platform
• Non-performance of any respective obligations between the buyer and the financier
• Non Performance by an Insurance Participant

All such disputes or proceedings as stated above should be resolved outside the TReDS platform without any reference or recourse to KPPL in accordance with the extant guidelines issued by RBI.

 

5. CONFIDENTIALITY

Unless authorized by a Participant, KPPL will treat all his personal information as private and confidential.

KPPL may not reveal transaction details of a Participant to any other persons except under following circumstances:

1. If KPPL is required to provide the information to any statutory or regulatory body or bodies;
2. If arising out of a duty to the public to reveal the information;
3. If it is in the interest of a Participant to provide such information (e.g. fraud prevention);
4. If a Participant has authorized KPPL to provide such information to its group / associate / entities or companies or any such person/ entity as specifically agreed upon in writing;
5. If a Participant defaults to meet its obligation towards KPPL.

 

6. PROCESS

The Participants may get in touch with KPPL to submit their complaint through any of the following defined modes. A Participant may raise a complaint in writing, orally, electronically, through the website or over telephone.

Participants are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by a Participant in lodging an appropriate complaint, KPPL shall endeavour to provide guidance to the Customer in this regard. 

6.1 All the complaints/ grievances relating to the TReDS platform can be sent via following mediums-:

1. Via e-mail:

Participants may write to the email id of the KPPL which is grievance@dtxindia.in in the absence of the response within the timeline specified in point no 6.5 the complaint may be raised to the ‘Nodal Officer’ of the Company at following e-mail ID:  nodal@dtxindia.in

2. Through the telephone:

Customers may call us at +91 8061799298, anytime between 10am - 6pm on all days (except national, gazetted and bank holidays).

4. Via Postal Service/ Courier:

Participants can also write to us at the following address:

To,

The Nodal Officer

KredX Platform Private Limited

Salarpuria Softzone, Ground floor, Wing 'A',

Tower A, Dr Puneeth Rajkumar Road,

Bellandur, Bengaluru, Karnataka 560103

6.2 Complaint/grievance must clearly spell out the name of the Participant, area of complaint and specific instances of the cause of grievance/complaint.

6.3 Anonymous complaints will not be entertained.

6.4 Acknowledgment email quoting unique ticket number will be sent to the complainant and in case of written complaint, acknowledgement will be sent within three (3) working days of receipt of complaint by quoting unique ticket number. Action will be initiated immediately to have the grievance resolved within a maximum period of three weeks.

6.5 Escalation matrix for complaint resolution: contact information and escalation levels-

 

 

6.6 Nodal Officer shall:

• Ensure adherence to the laid down Policy and process, monitoring its implementation and initiating corrective action wherever needed so as to improve the quality of the Customer service on a continuous basis.

• Review and set the right implementation of all products and processes from the Customer service perspective.

• Decide upon matters requiring immediate action and follow up for timely redressal of grievances of the Customers wherever delay is observed and take steps/ action to avoid such delays including action against staff wherever shortcomings are noticed.

 

6.7 PRESCRIBED TIMELINES

Grievance query types, turnaround time (TAT) and categorization:

 

6.8 The complainant will be kept informed of the action taken, the reasons for delay if any, in redressal and the progress in redressal of grievance.

6.9 The complaints received will be analysed from all possible angles. All efforts will be made to resolve each complaint received generally within the stipulated time.

6.10 The Managing Director& CEO of KPPL will quarterly review the functioning of the mechanism as well as major areas of grievances. If need be, the Managing Director & CEO can take necessary actions/ measures to improve the services / areas of grievances.

6.11 Any unaddressed customer grievance or delay in resolving grievance beyond TAT is reported to the Board of Directors on a quarterly meeting.

6.12 The necessary record of complaints/grievances received by KPPL and action / resolution thereof will be maintained at the registered office of KPPL.

 

7. AWARENESS

 

8. REGISTRATION & TRACKING OF COMPLAINTS

 

9. KPPL'S SUPPORT TO FINANCIERS IN CASE OF DEFAULT BY BUYER

Defaults, if any, by any buyer towards the repayment of its obligations to financiers in respect of the financing transactions on KPPL TReDS platform will be outside the scope of this mechanism and will be addressed/ enforced by the parties concerned through legal mechanism outside KPPL TReDS platform. 

However, KPPL will provide necessary information/ documents to financiers to proceed against the buyers involved in default, KPPL will share the following information with the concerned financier:

• Master Agreement entered between KPPL and the concerned buyer as also the applicable business rules/general conditions etc.;
• Audit Trail of the information of the financing transactions involved in default;
• Confirmation of transaction having remained outstanding/not settled by the concerned buyer;
• Such other information/documents as may be directed by the court/authority of competent