Grievance Redressal
Fair, Transparent and Timely Resolution of Complaints
India International Bullion Exchange IFSC Limited (IIBX) is committed to maintaining high standards of investor protection, market integrity and stakeholder service through an effective grievance redressal framework.
The Grievance Redressal Mechanism enables participants, clients and stakeholders to raise concerns relating to products, services and activities of IIBX and its Members in a structured, transparent and time-bound manner.
The framework has been established in accordance with applicable regulatory requirements and internal policies to ensure fair treatment and timely resolution of complaints.
Objectives of the Grievance Redressal Framework
The grievance redressal mechanism seeks to:
• Provide an accessible platform for lodging complaints
• Ensure fair, impartial and transparent handling of grievances
• Facilitate timely resolution of complaints
• Strengthen investor and participant confidence
• Promote accountability and service excellence
• Enhance trust in the IIBX market ecosystem
WHO CAN FILE A COMPLAINT?
Complaints may be lodged by:
• Market Participants
• Clients of Members
• Qualified Jewellers
• Qualified Suppliers
• Special Category Clients
• Investors
• Service Users
• Other Stakeholders interacting with IIBX or its Members
TYPES OF COMPLAINTS
Complaints may relate to:
Complaints Against Members
• Trading related matters
• Operational issues
• Settlement related matters
• Service deficiencies
• Member conduct
Complaints Against IIBX
• Exchange services
• Operational processes
• Technology systems
• Administrative matters
• Service quality concerns
Monetary Claims
Disputes involving financial claims against Members.
Non-Monetary Complaints
Operational, service-related or procedural grievances not involving monetary claims.
Policy_Complaint_Handling_And_Grievance_Redressal.pdf
Complaint Handling Process
