Customer Complaint Redressal & Grievance Handling Policy

Policy Statement

The Company is committed to delivering a high standard of customer service and ensuring that all customer complaints and grievances are handled promptly, fairly, and transparently. This policy defines the framework for receiving, recording, addressing, and resolving customer complaints in accordance with regulatory and industry best practices.

Objective

• Provide customers with an accessible and transparent mechanism for lodging complaints.
• Ensure timely and fair resolution of grievances in line with regulatory timelines.
• Identify root causes and implement preventive measures for recurring issues.
• Foster trust, accountability, and continuous improvement in customer experience.

Scope and Applicability

This policy applies to all customers of the Company and covers complaints related to products, services, communication, billing, and other interactions with the Company. It applies to all employees, agents, and representatives who interact with customers directly or indirectly.

Definition of Complaint

A complaint is any expression of dissatisfaction, whether oral or written, from a customer regarding a product, service, process, or employee, where a response or resolution is expected. Feedback or general inquiries that do not seek specific corrective action will not be treated as complaints under this policy.

Grievance Redressal Principles

• Accessibility: Customers can easily register complaints through multiple channels.
• Fairness: All complaints will be handled objectively without bias.
• Transparency: Customers will be informed about the status and resolution timelines.
• Confidentiality: Customer data and complaint details will be kept confidential.
• Accountability: Every complaint will have a responsible owner until resolution.

Complaint Registration Channels

• Customer Support Email: support@yourcompany.com
• Toll-Free Helpline Number: [Insert Number]
• Web Portal/Online Complaint Form: www.yourcompany.com/support
• In-Person at any Company Office
• Postal Mail addressed to the Grievance Officer

Grievance Redressal Process

• Acknowledgment: Every complaint received will be acknowledged within 2 working days.
• Registration: The complaint will be logged in the Complaint Management System with a unique reference number.
• Investigation: The respective department will assess and investigate the issue.
• Resolution: The complaint will be resolved within 7 to 15 working days depending on the complexity.
• Escalation: If unresolved, customers may escalate to the Grievance Officer or Senior Management.
• Closure: The resolution will be communicated to the customer, and records will be maintained for at least 3 years.

Escalation Matrix

Customers can escalate unresolved complaints through the following hierarchy:

• Level 1: Customer Support Executive (support@yourcompany.com)
• Level 2: Grievance Officer, grievance@yourcompany.com
• Level 3: Compliance Department, compliance@yourcompany.com
• Level 4: Senior Management / Ombudsman (if applicable)

Regulatory Compliance

The Company shall comply with all applicable regulations governing grievance redressal, including those issued by the Reserve Bank of India (RBI), SEBI, or other relevant authorities. Reports on complaint status, resolution timelines, and customer satisfaction shall be maintained and submitted as required.

Record Keeping

All complaint-related documents, communications, and resolutions shall be maintained securely in the Complaint Management System for a minimum of three (3) years for audit and regulatory review purposes.

Roles and Responsibilities

• Customer Support Team: Responsible for receiving and logging complaints.
• Department Heads: Ensure prompt investigation and resolution of issues within their teams.
• Grievance Officer: Monitors complaint trends and ensures compliance with timelines.
• Compliance Department: Reviews reports and ensures adherence to policy requirements.

Continuous Improvement

The Company shall periodically analyze complaint data to identify systemic issues, improve processes, and enhance customer satisfaction. Training programs shall be conducted to sensitize employees about grievance handling and customer service excellence.

Policy Review

This policy shall be reviewed annually by the Compliance and Customer Experience Departments. Any updates due to regulatory or operational changes shall be communicated to all stakeholders.

Employee Acknowledgment

I acknowledge that I have read and understood the Customer Complaint Redressal & Grievance Handling Policy of the Company I agree to follow the procedures and uphold the principles of fairness, transparency, and responsiveness in customer service.

Employee Name: __________________________

Signature: ______________________________

Date: _________________________________