Last Updated: March 26, 2026
Approved by: Board of Directors at its meeting dated March 26, 2026
Signed by: Krishnan Vishwanathan, CFO and Director
OnEMI Technology Solutions Limited is a company incorporated under the provisions of the Companies Act, 2013, with Corporate Identification Number (CIN) U72900MH2016PTC282573. The company's registered office is located at 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai 400070, Maharashtra, India.
OnEMI is a leading digital lending platform expanding access to credit in India. The company offers fast and seamless financing solutions to underserved and new-to-credit customers through its secured and unsecured loan products.
| Attribute | Details |
|---|---|
| Legal Name | OnEMI Technology Solutions Limited |
| Corporate Identification Number (CIN) | U72900MH2016PTC282573 |
| Incorporation | Companies Act, 2013 |
| Registered Office Address | 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai 400070, Maharashtra, India |
| Business Type | Marketplace E-Commerce Entity (Digital Lending Platform) |
OnEMI engages with customers who avail of its services through its digital platform. Under the Consumer Protection (E-Commerce) Rules, 2020 ("Rules"), the company is recognized as a "marketplace e-commerce entity". This is defined as an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers.
The Rules were framed under the Consumer Protection Act, 2019, and made effective via notification dated July 23, 2020, issued by the Ministry of Consumer Affairs, Food and Public Distribution.
The Consumer Protection (E-Commerce) Rules, 2020 apply to:
According to Rule 2(4) and Rule 2(5) of the Consumer Protection (E-Commerce) Rules, 2020:
Rule 4(4): Every e-commerce entity shall establish an adequate grievance redressal mechanism having regard to the number of grievances ordinarily received by such entity from India, and shall appoint a grievance officer for consumer grievance redressal, and shall display the name, contact details, and designation of such officer on its platform.
Rule 4(5): Every e-commerce entity shall ensure that the grievance officer referred to in sub-rule (4) acknowledges the receipt of any consumer complaint within forty-eight hours and redresses the complaint within one month from the date of receipt of the complaint.
This Customer Grievance Redressal Mechanism Policy is framed to:
The company ensures that all complaints are resolved within a Turnaround Time (TAT) of 30 calendar days. The exact resolution timeline may vary depending on:
Customers will be intimated about the resolution through:
The delivery method of intimation depends on whether it was promised by the customer service executive while taking the complaint.
OnEMI has established a three-level grievance redressal and escalation mechanism to ensure comprehensive resolution of customer complaints.
All complaints and grievances received from various channels are initially handled by the customer service desk according to the grievance redressal procedure.
Customers can request the customer service desk (via call, email, or Live Chat) to arrange a callback directly from the Customer Service Manager for escalating their issue.
Timeline for Customer Service Manager Response:
The Customer Service Manager will personally call the customer to:
When Department Coordination is Required:
If the Customer Service Manager needs to coordinate with a particular department to resolve a complaint, they must inform the customer that they will receive:
Timeline: Minimum 2 business days to maximum 5 business days
If there is no response or resolution given by the Customer Service Manager within the above TAT, the customer service desk shall automatically escalate the case to the Grievance Redressal Officer on official email for necessary action.
If the customer is not satisfied with the response or resolution given by the Customer Service Manager, they can write directly to the Grievance Redressal Officer.
Name: Reefat Shaikh
Designation: Grievance Redressal Officer
Organization: OnEMI Technology Solutions Limited
Address: 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070
Email: [email protected]
Contact Number: 08044745952
If the grievance is not redressed by the Grievance Redressal Officer, the customer may appeal to the Nodal Officer.
Name: Zaffar Khan
Designation: Nodal Officer
Organization: OnEMI Technology Solutions Limited
Address: 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070
Email: [email protected]
Contact Number: 08044745951
If your grievance is with respect to a loan product availed from the platform and is not responded to by the company within a period of 30 calendar days, complaints can be filed on the RBI SACHET portal.
RBI SACHET Portal URL: https://sachet.rbi.org.in/
Note: Complaints must be filed in the prescribed format available on the portal.
| Level | Contact Person | Designation | Phone | Address | |
|---|---|---|---|---|---|
| Level 1 | Customer Service Desk | Customer Service Team | - | - | Multiple channels (call, email, Live Chat) |
| Level 1 (Escalation) | Customer Service Manager | Customer Service Manager | - | - | Via customer service desk |
| Level 2 | Reefat Shaikh | Grievance Redressal Officer | [email protected] | 08044745952 | 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070 |
| Level 3 | Zaffar Khan | Nodal Officer | [email protected] | 08044745951 | 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070 |
| External | RBI SACHET Portal | Reserve Bank of India | - | - | https://sachet.rbi.org.in/ |
At all branches, head office, and on the company website, notices will be displayed informing customers about:
This Customer Grievance Redressal Mechanism Policy will be:
OnEMI Technology Solutions Limited offers the following financial products and services:
OnEMI provides personal loan services in multiple cities across India, including:
Email: [email protected]
Phone Numbers:
Headquarters Location: Mumbai, Maharashtra
Registered Office Address: 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai 400070, Maharashtra, India
Raise a Request/Complaint/Query: https://kissht-care.freshdesk.com/support/tickets/new
EMI Payment Portal: https://pay.kissht.com/
OnEMI maintains comprehensive policy documentation available on its website:
OnEMI provides online EMI calculators for various loan types:
Document Title: Customer Grievance Redressal Mechanism
Last Updated: March 26, 2026
Approval Authority: Board of Directors of OnEMI Technology Solutions Limited
Approval Date: March 26, 2026
Authorized Signatory: Krishnan Vishwanathan, CFO and Director
Applicable To: All customers of OnEMI Technology Solutions Limited who avail services through the digital platform
Regulatory Framework: Consumer Protection (E-Commerce) Rules, 2020, framed under Consumer Protection Act, 2019
Review Frequency: Yearly or as deemed necessary by Management
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