A written acknowledgement is sent to the complainant within 3 working days of the receipt of the complaint/grievance.
All complaints are forwarded to the Operations Manager who is responsible for the resolution of complaints / grievances in respect of customer’s service.
If the Operations manager feels that it is not possible at her level to solve the problem the matter is escalated to appropriate higher authority as laid down in the internal guidelines.
The company strives to resolve the complaint at the earliest, in most cases within maximum one week. If the complaint is not resolved within this period, it is automatically escalated to the senior management.
In case of disputes if any, the aggrieved party shall serve notice to the opposite party addressing the grievances before initiating any legal actions/complaints, and the opposite party is bound to redress the grievances or in the alternative to give satisfactory reply within 30 days of the receipt of the notice and if not satisfied by the reply, the aggrieved party can approach the courts of law in Delhi for the appointment of an arbitrator under the Arbitration and Conciliation Act in its amended forms and the decision of the Arbitrator shall be final. The courts in Delhi shall have exclusive jurisdiction on any issues arising out of or connected with the agreement.
A complaint is considered as disposed off and closed when
- The company has acceded to the request of the complainant fully.
- Where the complainant has indicated in writing, acceptance of the response of th Company
- Where the complainant has not responded to the Company within 4 weeks of the company’s written response.