Customer grievance policy
EFFECTIVE DATE OF THE POLICY
This policy shall come into effect from October 1, 2019
PURPOSE
The purpose of this policy is to outline the processes the Company uses to manage and respond to Customer grievances. Further, the purpose of this Customer Grievance policy is to provide a mechanism by which Customers can appeal on issues faced with either the product or the service rendered by the Company.
Under this procedure, Vendors can request an independent review of the process by Company personnel outside of the contracting group.
SCOPE
This applies to all employees and to those customers to whom the Company has provided a quotation or who has placed an order with the company or who has purchased a product or availed any service from the Company.
BACKGROUND
The Company believes in being fair and unbiased to any customer dealing with the Company. The Company’s aim is to ensure that customers associated with it have the right to respectful and responsive services and in case there happens to be any incident by which the Customer is aggrieved then in such cases the same needs to be addressed in a fair manner and corrective steps taken when necessitated. It is in this connection that Company intends in laying down a policy and in providing a clear process to bring the grievances forward and have them resolved in a timely manner.
RESPONSIBILITY
Sales Executives, Regional head, National Sales Head, Finance Head and Chief Executive Officer (CEO).
