A Query is:

1. Any doubt/ enquiry 
2. Customer seeking/ cross-checking for clarification / more information
3. Customer enquiring/ cross checking before the expiry of specified turnaround time (TAT) for service/ deliverables
4. Customer checking status/ progress 
5. Customer making a request (e.g. deliverables, services, waivers)

Examples of queries:

1. Non-receipt of Statement of Account / Loan Khata (within TAT) (1st time)
2. Query on application status (Within TAT)
3. Query on disbursement within TAT

A Complaint is:

1. A grievance/ protest/ grumble
2. Customer disputing non–conformance of services/ products/ processes 
3. An error committed by Khatabook (i.e ADJ Utility App’s Pvt Ltd)

Examples of complaints:

1. Loan not disbursed (Beyond TAT) 
2. Loan Closure not done, within TAT in spite of full repayment made
3. Amount repaid not adjusted against Loan account / khata