Introduction

In the present competitive scenario, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for service organizations where customer service and customer satisfaction should be the prime concern of any organization. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism should help in identifying shortcomings in service delivery. Our policy on grievance redressal follows the under noted principles:

  • Customers be treated fairly at all times
  • Complaints raised by customers are dealt with courtesy and on time
  • Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the company to their complaints.
  • The company will treat all complaints efficiently and fairly.
  • The company employees must work in good faith and without prejudice to the interests of the customer.

Internal mechanism to handle Customer complaints/ grievances

Operations Manager is responsible for the resolution of complaints/grievances in respect of customer’s service . She would be responsible for ensuring closure of all complaints received by the delivery team. It is her foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then s/he should be provided with alternate avenues to escalate the issue. If the Operations manager feels that it is not possible at her level to solve the problem the matter would be escalated to appropriate higher authority as laid down in the internal guidelines. The company would have in place a system driven escalation process, if the complaint remains unresolved beyond the turn around time at any particular stage. Complaint received should be analyzed from all possible angles. Specific turn around times would be set up for handling complaints and disposing them at all levels. Time frame for resolution of complaints would be documented for internal tracking and monitoring. Communication of company’s stand on any issue to the customer is a vital requirement. Complaints received which would require some time for examination of issues involved should invariably be acknowledged promptly.


Interaction with customers

The company recognizes that customer’s expectation/requirement/grievances can be better appreciated through personal interaction with customers by company’s staff. Periodic customer interaction will give a message to the customers that the company cares for them and values their feed back/suggestions for improvement in customer service. Many of the complaints arise on account of lack of awareness among customers about the company’s services and such interactions will help the customers appreciate the services better. As for the company, the feedback from customers would be valuable input for revising its services to meet customer requirements. The company would also facilitate for providing customer feedback on the company’s website.


Sensitizing operating staff on handling complaints

Staff should be made aware of the complaints handling and properly trained for handling complaints. We are dealing with people and hence difference of opinion and areas of friction can arise. It would be the responsibility of the senior management to ensure that internal machinery for handling complaints / grievances operates smoothly and efficiently at all levels.

Read what our Customers say...

My friend advised to consult ISA global for immigration. Services are amazing and hassle free. They have true professionalism. I would recommend.

Sanjay Sinha

These people are very helpful throughout the process. Thanks for the assistance.

Ekta Pandey

All my freind have gone to CANADA. I also wanted to go. Thank You isa global!

Harpreet

Satisfied with their services. Quick response to the queries and friendly guidance is really appreciable. Good job!

Aditya Ranjan

It was a brilliant experience with ISA Global. I wanted to apply visa for myself. My friend introduced me about ISA Global. I got the help of ISA in applying for PR visa. They completed my visa process fast and professional way. I would recommend their services to anyone looking for immigration assistance.

Sultan

Happy with their services.

Pawan Sinha

In addition to Immigration assistance they help you to get ready to face the system. Helped me in IELTS preparation and score good in that.

Kumar Mangalam

My husband is living in Australia and it was time for me to accompany him. ISA Global helped me through the way.

Sunita

Happy with their assistance in visa process. Good job.

Rochak Gupta

ISA Global has a high reputation around the country and they are best in class agency which can even help people who have zero knowledge about the abroad education and career. From career counseling to exam preparations and visa process, everything is dealt at one place where success rate, customer satisfaction are very high.

Salil Bhardwaj

Feedback from our clients...

Seminar

Very nice information regarding the immigration process.

Naveen


Immigration

Nice Seminar

Vikalp


Immigration system

Overall, I found good in seminar. The seminar was informative. I came to know several things about immigration process. Hope will soon meet with the personal manager and will solve my queries, which I have.

Kasturi


Feedback

Seminar was very informative. I learnt different aspects of immigration which was undoubtedly good. Thanks for the guidance

Harisaikrishna


Immigration

Seminar was good and informative. Catch-up you guys for further process.

Yavvari


About seminar

Very good seminar, information shared in seminar was very important to us

Nitin


Immigration seminar

Seminar attended for immigration procedure, Canada PR, awesome experience

Nishant


Seminar

Seminar is very helpful. Helped us to understand the process in higher level. Looking forward to proceed with the visa process.

Jayadevi


Feedback

The seminar was informative, interactive and really motivational for the people thinking about Canada/Australia immigration.

Vinayak


Seminar Feedback

I have recently attended the seminar in Delhi which assisted me in clearing my doubts. Looking forward for PR visa process and jobs on shore. Regards, Aditya Malik

Aditya


Looking for Canada PR with Best Team

Connected with Mrinal and has good experience so far.

Gaurav


Seminar was easy to understand and we have learnt even a little more about our ambition.

Effective seminar class that took our thoughts to the next step. Now we have clear understanding on few things about immigration process, choosing the right Country, right province and etc. Seminar was much helpful.

Mrs. Saranya


Immigration seminar in Chennai

Overall its very useful for beginners..

SENTHIL


information

I am very much impressed with seminar .I had the good information

Narayana


Informative session

I was eagerly looking for seminar like this. It helped me alot take decision.

Dilip


Everything looks good.

Sagar


Feedback

Overall good experience

Harshad


Seminar Feedback

The seminar was excellent and we got some useful inputs regarding the immigration process. Looking forward to satisfy my Canadian PR & Canadian job dreams with ISA Global. Sandeep

Sandeep


Immigration

Attended the seminar on Saturday. Have firmed up my view on immigration, would like to know how and look forward to the support. regards, Sanaj

Sanaj


CV's Format

First of All thank you very much for the Seminar and I must say It was a Impressive session. Only one thing came into my mind that post seminar when you are asking for CV's from individuals as single or family you should provide a CV format which is good for you as well as for candidate. Because this will give you all information from all the candidates in the format and candidates will you the required information only as per your requirement to assess them. Thanks & Regards Sandeep

Sandeep


Seminar

Dear concern, 1.Seminar was very good more than expected. 2. It is nice to have your hands to push me towards my goals. 3. I hope further process will also be as same level shown to me till now. 4. Specially I like your step by Step Process.

SHAHBAZ


Counseling

Sonali


Seminar ISA

It was very eye opening for me. I am keen on starting the process for PR visa as quickly as possible.

Annabel


Seminar

Everything was precise and to the point.

Raghav


Seminar was nice

It was good and interactive session overall.

Vicky


Immigration

I am happy with ISA Immigration team , as they promised that they will contact us regularly and they are doing it.

Bonkuri


Feedback

Thank you for a wonderful seminar, it was good on so many points. The testimonials you spoke of and watching and interacting with the different motivation peach helps everyone enormously. Your course was informative and interactive which gave us practice and examples of what it can do was most important.

Ramu


Seminar 25th Feb Gurgaon

The seminar was very informative and looking forward to a great relationship with ISA

Partha


Seminar

The seminar was quite informative however it should have touched upon the total expenses that a candidate would incur in the entire process.

Mohak


Impressive

Good interaction , The session was so informative.

Nizamuddin


Impressive

Very interactive, Q&A helped to clear the doubts. Elaborated the process nicely.

Dakshesh


Impressive

Great opportunity to learn and understand the risks and benefits of going aboard.

Jaya


Interactive Session

Very well said, very informative, clearly understood the PR procedure.

Akshata


Interesting

Absolutely informative. In a better place to make a decision.

Harit


Very informative

The session was good and informative about immigration process.

Keshav


Well Explained

Well described the reason for looking to immigration.

Amit Kumar Gupta


Informative session

Got a clear picture for immigration.

Abhishek Mitra


Nice session

Nice session about the PR process and the requirements.

R.Gopinath


Very informative seminar

It was good seminar of quality information.

Rahuram Gopalkrishnan