CUSTOMER GRIEVANCE REDRESSAL POLICY

Purpose

The purpose of the Policy is to ensure that:

  • a) the unit’s are treated fairly and without bias, at all times.
  • b) the complaints raised by the unit’s are dealt with courtesy and resolved in a timely manner.
  • c) the unit’s are informed of the avenues to escalate their Complaints within the Company.
  • d) the unit’s are informed of their rights so that they can opt for alternative remedies if they are not fully satisfied with the Company’s response or with our third parties associated or resolution to their Complaints.

Process of Grievance Redressal

Unit’s who have any Complaints can follow the following process for redressal:

Primary Level

If you want to raise a complaint pertaining to any of our services, you can contact us through the below options:

Secondary Level

In case, the Complaint is not resolved within 2 (two) working days from the date of filing of the Complaint or the unit is not satisfied with the response or the resolution provided to the unit at Primary level, the unit may escalate the Complaint by writing at kailashupchar.private@gmail.com and we will respond to you within 24 hours from the receipt of your email.

Redressal of the Complaints

  • a) The units are advised to file the Complaint by furnishing complete details of the same to the Company.
  • b) The Company shall provide the necessary clarification/justification with respect to the Complaint, to the satisfaction of the unit, and take all appropriate measures to resolve the Complaint within 24 active hours from the date of receipt of such Complaint.
  • c) In case any additional time is required for the resolution of the Complaint, the Company shall inform the unit about the requirement of such additional time along with the expected timelines for the resolution of such Complaint.
  • d) A record of all Complaints filed by the unit and the response or resolution provided by the Company shall be maintained by the Company as per the Company’s policy.