Smart ODR

Online Dispute Resolution - Quick and efficient resolution of your concerns

What is Smart ODR?

Smart ODR (Online Dispute Resolution) is our digital platform designed to provide quick, efficient, and transparent resolution of client disputes and grievances. It leverages technology to streamline the complaint resolution process while maintaining the highest standards of fairness and compliance.

24/7 Availability

Submit and track your complaints anytime, anywhere through our secure online platform.

Fast Resolution

Automated routing and AI-assisted case management ensure faster resolution times.

Transparent Process

Real-time status updates and complete documentation of the resolution process.

SEBI Compliant

Fully compliant with SEBI regulations and guidelines for dispute resolution.

How Smart ODR Works

  1. 1

    Submit Complaint

    Use our online form to submit your complaint with all relevant details, documents, and supporting evidence.

  2. 2

    Automatic Acknowledgment

    Receive immediate acknowledgment with a unique complaint reference number for tracking purposes.

  3. 3

    AI-Assisted Analysis

    Our AI system analyzes your complaint, categorizes it, and routes it to the appropriate resolution team.

  4. 4

    Investigation & Resolution

    Our compliance team investigates the matter thoroughly and works towards a fair resolution.

  5. 5

    Resolution Communication

    Receive detailed resolution communication within the stipulated timeframe with clear explanations.

  6. 6

    Feedback & Closure

    Provide feedback on the resolution process and close the case with complete documentation.

Types of Disputes We Handle

Investment Advisory

Disputes related to investment recommendations, portfolio management, and advisory services.

Fee & Billing

Issues related to fee calculations, billing disputes, and payment-related concerns.

Service Quality

Complaints about service delivery, response times, and overall client experience.

Data & Privacy

Concerns related to data handling, privacy breaches, and information security.

Technology Issues

Problems with our platform, mobile app, or AI assistant functionality.

Compliance Matters

Issues related to regulatory compliance, policy violations, and ethical concerns.

Resolution Timeline

Day 1: Complaint Submission

Submit your complaint through our Smart ODR platform with all necessary details and supporting documents.

Day 1-3: Acknowledgment & Initial Review

Receive immediate acknowledgment and initial review by our AI system and compliance team.

Day 4-15: Investigation Phase

Thorough investigation of your complaint with regular status updates and communication.

Day 16-25: Resolution Development

Development of resolution strategy and preparation of detailed response with proposed solutions.

Day 26-30: Final Resolution

Communication of final resolution, implementation of corrective measures, and case closure.

How to Submit a Complaint

Online Portal

Use our Smart ODR portal for the fastest and most efficient complaint submission process.

Access Smart ODR Portal

Email

Send your complaint to our dedicated ODR email address with all supporting documents.

odr@genvest.ai

Phone

Call our dedicated ODR helpline for immediate assistance and guidance.

+91-9310855217

In Person

Visit our office to submit your complaint in person and discuss the matter directly.

3rd Floor, Orchid Centre
Sector 53, Innov8
Golf Course Road
Gurgaon 122022

Required Information

To ensure efficient processing of your complaint, please provide the following information:

  • Your full name and contact details
  • Client ID or account number
  • Clear description of the issue or dispute
  • Relevant dates and transaction details
  • Supporting documents and evidence
  • Desired resolution outcome
  • Any previous communication or attempts to resolve

Escalation Process

If you are not satisfied with our resolution, you may escalate your complaint to:

SEBI SCORES

SEBI Complaints Redress System

SEBI Direct

Securities and Exchange Board of India

Arbitration

Arbitration and Conciliation Act, 2015

  • Process: Binding arbitration as per terms of service
  • Jurisdiction: Courts in Gurgaon, Haryana

Contact Information

ODR Team

Compliance Officer

General Support

Important Notes

  • All complaints are treated with strict confidentiality and handled professionally.
  • We maintain detailed records of all complaints for regulatory compliance.
  • False or frivolous complaints may be subject to legal action.
  • Our ODR process is fully compliant with SEBI regulations and guidelines.
  • Resolution timelines may vary based on complexity and nature of the complaint.
  • We continuously improve our ODR system based on client feedback and regulatory updates.