Background:
Customers/Distributors/Direct Sellers centricity is one of the core values of the Avik International Pvt. Ltd. Company believes that Customer Experience is the key to keeping customers happy and thereby ensuring a long lasting relationship with the
company.
Grievance expressed by customer serves as feedback mechanism for bringing about improvement in quality of product & service delivered to customers. Avik International Grievance Redressal Policy has been
formulated in line with regulator guidelines on Customer Service. Policy outlines the framework for addressing customer grievances. Company defines a complaint as any deficiency or gap in service delivery towards the
commitment provided to the customer.
Complaints could be on account of breach in committed turnaround time or nonfulfilment of the request a customer has placed with the Company. The Company shall ensure that the policy is made available in public
domain (Company’s website & Branches).
Objective:
- All customers/distributors/direct sellers are treated fairly at all times.
- All complaints, requests and queries received from customers are responded with courtesy as per defined timelines.
- Customers/distributors/direct sellers are fully informed of avenues to escalate their grievance within the Company and their rights to escalate, if they are not satisfied with the
response of the Company.
Applicability/Coverage:
- The policy is applicable to all products & services and all personnel working in company.
- Applicable to Head Office departments and its personnel involved in functioning of operations of the Company.
- It is applicable to Customers/distributors/direct seller and franchise holders.
- Product and Services distributed/ referred/ sold by the Company.
Aspects of grievance redressal policy:
- The Company provides multiple touch –points to customers to register their grievance such as Branch, Call Centre, Email, Franchise Centers, support & Social media.
- Once the grievance is registered the Company takes it up with the concerned department for resolution.
- Resolution is provided as per the defined turnaround time.
- The Company uses appropriate system for tracking and reporting the grievances raised by customers.
Time frames:
- Payout/Commission disputes: Fifteen (15) working days any payout related disputes or complaints.
- Product/ Service disputes: Fifteen (15) working days.
- Refund of Payment: Fifteen (15) working days for refund of payment into customer’s account.
- POS/Online disputes: Fifteen (15) working days.
- NEFT/RTGS: Fifteen (15) working days.
- Termination disputes: Fifteen (15) working days.
- Product Return disputes: Fifteen (15) working days.
- Note : The committee will meet on a 15 day period (On 15th and 30th Calendar day of every month). All pending grievances will be disposed off by the committee in these meetings. If the grievance is not resolved within
these 15 days, the grievance will be forwarded to next 15 day period and same will be intimated to the customer / distributor.
For all other interactions which do not fall under the above categories, the response time at each level stands as 15 working days.