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Customer Grievance Redressal Policy


In the gift state of affairs excellence in client service is that the most vital tool for sustained business growth. At Expert Practicewe tend to actually believe providing best in school services to our customers. we tend to aim to grasp each our strengths and dissatisfies from our customer's purpose of read and work across our business units to satisfy their wants.

This policy document aims at minimizing instances of client complaints and grievances through correct service delivery and review mechanism and to confirm prompt redressal of customer complaints and grievances and refund in cases not suited redressal.

Grievance Resolution and refund Policy is needed as below Rule five (9) of the IT Rules, 2011.

Expert PracticeIndia’s policy on grievance redressal and refund follows the below noted principles:

⦁ Customers should always be treated fairly

⦁ Customers are totally educated of avenues to step up their complaints / grievances among the organization and their rights to various remedy.

• In cases wherever redressal isn't potential, refund of the number paid by the client at the earliest

The policy document is out there on the Expert Practiceweb site i.e. www.indiapassportseva.in.

Expert Practicetakes pride to deal with all complaints/concerns delivered to our attention by our customers and additionally understand the importance to grasp, classify & differentiate complaints from queries. The policy clearly defines the 2.

Complaint

A grievance could also be outlined as "An expression of discontentment created to a company, associated with its merchandise and services, or the complaints-handling method itself, wherever a response or resolution is expressly or implicitly expected” A grievance could also be expressed face to face, over the phonephone or in writing

Query

A query will be outlined as a matter, typically expressing doubt concerning one thing or searching for ANswer|a solution} from an authority. a question is:

⦁ A sort of questioning, during a line of enquiry

⦁ In nature of missive of invitation for data or steering

⦁ wherever there's associate degree expectation from the client – for knowledge / clarification.

At Expert practice, we might prefer to assure you of the simplest of our services in any respect times.

How to Raise the Grievance?

The subscribers will raise grievances through the subsequent modes:

Email: The subscriber might write to us at support@indiapassportseva.in

Acknowledgements

An acknowledgment shall be sent to the litigant among 3 operating days of the receipt of the grievance. The acknowledgment shall contain Date of receipt of complaint/grievance, distinctive Grievance range, expected date for resolution of the grievance, Name, Designation and call details of workplace, manner and mode of chase resolution of grievance/complaint with the distinctive Grievance range.

The resolution time shall not exceed thirty days from the date of the receipt of the grievance from the litigant.

Closure of Grievance:

A grievance shall be thought of as disposed of and closed once

(a) the corporation has acceded to the request of the litigant.

(b) wherever the litigant has indicated in writing, acceptance of the response of the corporate

(c) wherever the litigant has not capable the corporate among eight weeks of the company’s written response.

(d) wherever the Grievance Redressal Officer has certified that the corporation has discharged its written agreement, statutory and regulative obligations and so closes the grievance.

Public Awareness on Grievance Redressal Procedure:

Company shall publicize its grievance redressal procedure on its web site and thru different mediums

Record Keeping:

The record of complaints is maintained for a minimum amount of one year from the date of resolution.

Review of Policy:

These reviews shall think about the following:

1. Internal factors like changes in organizational structure or merchandise and services offered

2. External factors like changes in legislation or technological innovation

3. The results of the audit, if any conducted throughout the year by internal/external auditors.