What Is A Complaint?
- Looking at the way the service market has been functioning and the trends that constantly keep changing, giving adequate customer service has been of utmost importance. We also believe our customers are of prime importance and do our best to make sure they face no issues while using our services, providing them with the best services possible by our team.
- The pivotal purpose of our Grievance Redressal Policy, in accordance to Rule 5 (9) of the IT Rules, 2011, is to reduce all the situations that may arise leading to our customers getting dissatisfied with our services and complaints against the same. The policy also aims at a better use of our review mechanism, ultimately ensuring that you get what you asked for without any hassles and making adequate redressals and even initiating refunds if there is a need to do so.
- GeM Consultancy Services. Grievance Redressal (and Refund) Policy is based on the core principle:
Customers must always be treated fairly.
Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy
In cases where redressal is not possible, refund of the amount paid by the customer at the earliest
- The policy document is available on the GeM Consultancy Services website i.e. www.gem-portal.org
GeM Consultancy Services give significant importance to the needs of our customers and claim to take care of every complaint that comes our way. We also understand the key difference between a complaint and a query, which our policy clearly defines as follows.
A complaint can be defined as a dissatisfaction a customer is facing, expressed in person, in writing or over a call, regarding a mishap, mismanagement or any other error in the services provided to them, or against the way in which their complaints are addressed. When a customer comes with a complaint, they expect a corrective measure against the concerned mishap that is the reason behind their dissatisfacion.
What Is A Query?
Query can be defined as a doubt, confusion or a question a customer may have regarding the services provided to them. This may not arise out of any dissatisfaction. Queries are often in the form of an enquiry or a request made to concerned executives, for which proper guidance or relevant information is expected in return. When it comes to handling queries, the service provider also expects a decent clarification and/or relevant data that would help them solve the issue effectively.
How Can You Raise Your Grievances?
There are two major routes you can follow in order to raise your grievances to be redressed:
- Grievance Portal : Click Here for raising your grievance
- Email: You can send mail at firstname.lastname@example.org
In response to the complaint you register, we would send you an acknowledgement regarding the same within not more than three days of receiving the complaint receipt. The acknowledgment would contain the following details:
When Is Your Grievance Considered Closed?
- Date of receiving the receipt of your complaint
- Your Unique Grievance Number
- The date by which your grievance is expected to get resolved
- Name and designation
- Contact details of the concerned office
- The mode or method used for your grievance redressal (using your Unique Grievance Number)
Your grievance or complaint is said to be resolved and/or closed when:
Our team has fully agreed to make redressals to your complaint on a given date.
You have specified in writing that you have received a satisfactory response from our side.
You fail to respond to us after eight weeks of getting back to you with our written response to your grievance.
Our Grievance Redressal Officer duly certifies that we have discharged all our statutory, contractual and regulatory obligations, ultimately closing the concerned complaint.
How Long Are Complaint Records Kept?
The records of your complaints and their redressals are kept in our database for a minimum period of one year following the concerned complaint being resolved.
Following factors shall be considered in order to review the policy:
A change in the organisational structure and/or the products or services offered by the organisation and other such internal factors.
A change in legislation, an advancement in the field of technology and other such external factors.
The results pertaining to the audit conducted (if any) during the concerned year.