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:
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:
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.Policy Review
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.