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The term "Complaint / Error Resolution" refers to the process by which a complaint / error, initiated by the Subject with respect to the Credit Information Report (CIR), is corrected and subsequently updated. The Subject has the right to file a complaint / error if the data or information in the Credit Information Report (CIR) is not true. The Subject has to first make a Self Enquiry and if he / she finds some unsatisfactory data in CIR, lodges a complaint with I-Score. This must be done within 15 days of receiving the CIR; else, the request to raise the complaint / error will be declined.
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The process can be classified into two main actions:
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Complaint / Error registration
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Complaint / Error resolution
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The process of registering a complaint / error is completely an online process. The Subject can register a complaint by using the physical complaint / error Resolution application form.
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The Subject has to submit the duly filled physical complaint / error resolution form available at the I-Score office. The Subject should give it to I-Score. The Subject should produce the National ID for ID verification and in cases of an SME; the representative also needs to produce an authorization letter to the I-Score before entering the details in the online electronic complaint / error resolution application form.
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I-Score asks for confirmation from the Subject, whether he / she wants to record a new complaint / error or update an existing complaint / error.
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To record a new complaint / error, the system asks for some relevant Subject details along with the CIR Order Number. The CIR Order Number is generated and attached along with the CIR that is sent to the Subject. On successful CIR Number match, the CIR is checked if the CIR was delivered within last 15 days. If not so, the Subject is asked to enter a valid CIR Number in absence of which the complaint / error is rejected. If a valid CIR Number of a CIR delivered within last 15 days is given, the Subject is required to submit the Credit Facility details along with the complaint / error details for each of such fields / sections of the CIR. A Complaint Number is generated, to be used for future references. I-Score has to ensure that any supporting documents regarding the complaint / error be deposited.
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The Subject, after the validation of the Complaint Number, may choose to either close the complaint or reopen the complaint. I-Score, giving the reasons can change the status as "Closed" /
"Re - opened" directly or after submission of relevant documents from the Subject, respectively.
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Once the complaint / error is successfully recorded, the process of resolution takes place by the I-SCORE at I-Score.
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New complaint / error: In this case, the I-Score checks the supporting documents, if available, and starts investigating.
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Existing complaint / error: In this case, the I-Score tracks the Complaint Number and updates the status accordingly
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The Subject is sent an acknowledgement of the updated status while the Member Banks, who have taken a report on the Subject in last 3 months, are sent a notification.
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The investigation initiates by inferring the source of the complaint / error.
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If the source of the complaint / error is found to be internal processing error on part of
I-Score, it is recorded and corrected by the I-Score. Subsequently, a notification is mailed out to the Subject and the Members who had taken reports on the Subject in the past three months preceding the changes, informing them of the correction in the data.
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If the source of the complaint / error is found to be in the data submitted by the members, I-Score, within 10 working days of receiving the complaint / error, will send the details to the compliance officers of the Member. The Member, within 15 days of receiving the complaint / error, responds to the I-Score either confirming the data in the CIR or accepting the mistake. The Member Bank has to send the updated / corrected data to I-Score within a period of 15 working days from the date of receiving the complaint.
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On loading the corrected data into the system, I-Score notifies the Subject and the Members who had taken the report of the Subject in the past three months preceding the changes.
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I-Score notifies the Subject within a period of 10 working days from the date of receiving the complaint, if I-Score finds that the complaint / error is not related to the correctness of the data or information. The Subject may choose to accept / decline the resolution by writing a letter to I-Score indicating his / her decision to accept / decline the resolution. I-Score can continue to close the complaint / error after the resolution is accepted by the Subject.
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However, if the Subject does not accept the resolution, then the complaint / error is re-opened and sent to the complaint / error Inbox of the I-Score. If the Subject does not accept the resolution within the mandated number of days, I-Score has the right to proceed to close the complaint / error.
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 Click to download Dispute / Complaint Registration Form for Consumer or SME
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