Customer Grievance Redressal Policy
1. Intent of the Policy
In the existing scenario, perfection in customer service is the most important tool for sustained business growth. At mydrivinglicense Consultancy Services, we surely believe in providing valuable services to our customers. We try to understand both our strengths and dissatisfaction from our customer’s perspectives and work across our business systems to meet their needs.
This policy document focuses on minimizing customer complaints and grievances through proper service delivery and review mechanisms and ensuring prompt redressal of customer complaints and grievances and refunds in cases not fit for redressal.
Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.
mydrivinglicense Consultancy Services India’s policy on complaint redressal and return follow the under noted principles:
Customers need always be treated fairly.
Customers are entirely informed of avenues to escalate their objections/grievances within the organization and their rights to the alternative remedy.
In cases where redressal is not feasible, refund of the amount paid by the customer at the earliest.
The policy document is available on the mydrivinglicenseConsultancy Services website, i.e., www.mydrivinglicense.in
mydrivinglicense Consultancy Services takes pride in addressing all complaints/concerns brought to our attention by our customers and understands the importance of understanding, classify & differentiate complaints from queries. The policy simply defines the two.
A complaint may be described as “An expression of disappointment made to an organization, linked to its products and services, or the complaints-handling method itself, where an acknowledgment or resolution is explicitly or implicitly expected” The complaint may be expressed in person, over the telephone or in writing
The query can be described as a question, often showing doubt about something or looking for an authoritative answer. A query is:
A form of questioning, in a series of inquiry
In reality of a request for information or guidance
Where there is an expectation from the consumer – for data/clarification.
At Mydrivinglicense Consultancy Services, we would like to provide reliable services at all times.
4. How To Raise The Grievance
The subscribers can raise grievances through the following modes:
Grievance Portal: Click Here To Raise Grievance
Email: The subscriber may write us at firstname.lastname@example.org
The acknowledgment shall be sent to the complainant within three working days of the grievance’s receipt. An acknowledgment shall hold the date of receipt of complaint/grievance, Unique Grievance Number, Name, the expected date for resolution of the grievance, Designation and Contact details of Office, manner, and mode of tracking resolution of grievance/complaint with the Unique Grievance Number.
The analysis time shall not pass 30 days from the date of the receipt of the complaint from the complainant.
6. Closure Of Grievance:
A complaint shall be considered disposed of and closed when
(a) the company has fully acceded to the complainant’s request.
(b) The complainant has indicated in writing acceptance of the Company’s response
(c) where the complainant has not responded/replied to the Company within 8 weeks of its written reply.
(d) Where the Grievance Redressal Officer has certified that the Company has released its contractual, statutory and regulatory obligations and therefore terminates the complaint.
7. Storage and Transfer of Data
Your Personal Data and files are stored on mydrivinglicense Consultancy Services’ servers and the servers of companies we hire to provide services to us. We have servers established in India; however, your personal information may be moved across national borders as the companies we hire to help us perform our business may be located in different countries around the world. Unfortunately, the transmission of information through the internet is not completely secure. Although we’ll do our fittest to preserve your personal information, we can’t guarantee the security of your information sent to our site; any transmission is at your own risk. Once we have collected your information, we’ll use strict procedures and security features to prevent unauthorized access.
8. Public Awareness On Grievance Redressal Procedure
The company shall announce its grievance redressal procedure on its website and through other mediums
9. Record Keeping
The record of complaints is sustained for a minimum time of 1 year from the resolution date.
10. Review Of Policy
These reviews shall consider the following:
1. Internal factors such as changes in organizational structure or products and services offered
2. External factors such as changes in legislation or technological innovation
3. An audit results, if any, conducted during the year by internal/external auditors.