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. She is responsible for ensuring closure of all complaints received by the delivery team.
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.
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.