To boost the protection of customers in the microfinan sector, the RBI-receiving Self-regulatory Institute (SRO) on Tuesday launched a comprehensive client complaint solution (CGRM) with an area-wide toll-free complaint helpline.

The new toll-free helpline is managed in the house and is currently working in Hindi and English, plans to expand into ten regional languages, a statement said in a statement. This will serve as a second-level complaint platform and reduce the distance between MFI and RBI.

CGRM manual small MFI has been designed to help create effective systems. These include the process of processing process, escalation protocol and current training and maintenance.

During the National Meeting in Bangalore for the emerging role of the microfinance in the changing economic landscape, these two activities were announced in collaboration with M2I Consulting. The SRO has said that the purpose of these efforts is to create more transparency, trust and responsibility in microfinance operations.

The event is involved in emerging challenges with microfinism, practical tools for client protection and recent strategic developments in Karnataka.

“Responsible debt and consumer protection are at the center of financial inclusion,” said Jiji Mamne, Executive Director and CEO of Sadhana. He said, “The complaint is not just a process but a meaningful commitment to our customers. Organizational strategies with measures such as board-level observation, gender-sensitive process and regular mysterious audit.