Grievance - genzaks.agencypartnerinteractive.com

LAST UPDATED: APRIL 2025

GENZAKS ASSET MANAGEMENT LLP aims to protect the interests of consumers and ensure that consumer complaints are handled effectively, transparently, and within the stipulated timeframes.

Complaint

A Complaint shall mean the following:

Communications that explicitly express dissatisfaction with LLP’s financial products or services.
Complaints that meet the criteria for valid submission (e.g., supported with necessary details)

Non-Complaint Communications

A Complaint shall not include the following:

Anonymous communications (excluding whistleblower reports);
Suggestions or general inquiries;
Allegations unsupported by documentation; and / or
Requests for clarification or additional information.

General Principle for Classification of Consumers Communication

If a query is resolved after the stipulated turnaround time and there is no reminder from the Consumer during such time period, such query will not be treated as complaint.
In case of any ambiguity, the Complaint Redressal Officer (CRO) shall be the sole authority to decide on the nature and classification of the communication and the decision of the CRO shall be final and binding.
Multiple correspondence / communications or reminders received for the same matter within the stipulated turnaround time in this Policy for handling of the query / communication will be treated as one complaint.

Components of a Complaint

All Complaints must include the following components:

Consumer’s name and contact details;
Detailed description of the issue; and
Supporting documents, if applicable.

1. COMPLAINT RECEIPT

Complaints can be submitted to LLP’s Compliance Officer who is designated as Complaint Redressal Officer through the following channels: Email: sharad.sharma@genzaks.in

2. COMPLAINT HANDLING PROCEDURE

2.1 Acknowledgment

Complaints will be acknowledged within 3 (three) working days of receipt via the same channel through which they were received.

2.2 Acceptance or Rejection

Accepted Complaints:

CRO will notify the complainant of acceptance and initiate the resolution process.
Resolutions by CRO will be provided within 15 (fifteen) working days, and no later than 30 (thirty) working days.

Rejected Complaints:

Complainants will be notified within 5 (five) working days, with reasons for rejection in writing.

2.3 Escalation Process

If the complainant is dissatisfied with the resolution of the Complaint or its rejection, he/she may appeal to CRAO and then IFSCA (as applicable) as per the following:

Escalate to CRAO

Submit an appeal to CRAO at raju.kadam@genzaks.in within 21 (twenty-one) days of the decision by the CRO.
The CRAO will resolve the appeal within 30 (thirty) days of receipt of the appeal.

Escalate to IFSCA

If unsatisfied after CRAO’s review, the complainant may approach the IFSCA at grievance-redressal@ifsca.gov in within 21 (twenty-one) days of the CRAO’s decision.

3. CONTACT DETAILS

Details of the designated points of contact at each level, starting with the initial point of contact for submitting a complaint, and progressing through higher levels for escalation of complaints are provided below. The matrix for complaint/grievance redressal flow is as provided below:

Level 01

Mr. Sharad Sharma
Compliance Redressal Officer (CRO)
Address: Unit No 504 Signature Building,5th Floor Block No 13B Zone 1 GIFT SEZ, Gandhinagar, Gujarat, India, 382355
Email ID: sharad.sharma@genzaks.in

Level 02

Level 2 Mr. Raju Kadam
Principal Officer/ Complaint Redressal Appellate Officer (CRAO)
Address: Unit No 504 Signature Building,5th Floor Block No 13B Zone 1 GIFT SEZ, Gandhinagar, Gujarat, India, 382355
Email ID: raju.kadam@genzaks.in

Level 03

The complainant may file a complaint before the Authority through email to grievance-redressal@ifsca.gov.in preferably within 21 days from the receipt of the decision.

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