Grievance Redressal Mechanism (GRM)

Section – 1 – Introduction

The Grievance Redressal Mechanism (GRM) aims to provide an efficient, effective, and transparent process for addressing customer grievances and ensuring customer satisfaction. This document outlines the procedure, timelines, and responsibilities related to grievance redressal.

Section – 2 – Definitions

Grievance: Any complaint or dissatisfaction expressed by a customer regarding products, services, or the conduct of the service provider.

Grievance Officer: An appointed official responsible for the resolution of grievances.

Section – 3 – Filing a Grievance

1. Channels for Filing Grievances

Customers can file grievances through the following channels:

• Email: Send an email to grievance@aaksha.in.
• Online Form: Fill out the grievance form available at the end of this page.
• Phone: Call the customer service helpline at +91 63699 32690.
• Postal Mail: Send a written complaint to:

Grievance Officer,

Aaksha.in,

Urban-Age Solutions Private Limited,

15/10, Ground Floor, Karuvampalayam, Extension 4^th Street,

Puliyamarathottam, Tiruppur, Tamilnadu – 641 604

• Required Information

The grievance must include:

• Customer’s name and contact details.
• Order ID or transaction ID.
• Detailed description of the grievance.
• Any supporting documents or evidence.

Section – 4 – Grievance Redressal Process

A) Acknowledgment

Timeline: The grievance will be acknowledged within 48 hours of receipt.

Mode: Acknowledgment will be sent via email or SMS to the customer.

B) Initial Review

The Grievance Officer will review the grievance within 5 business days of acknowledgment to determine its validity and complexity.

C) Resolution Process

Simple Grievances: Resolved within 7 business days of the initial review.

Complex Grievances: Resolved within 15 business days of the initial review. Complex grievances may involve coordination with vendors, third-party service providers, or internal departments.

D) Customer Communication

Customers will be kept informed about the status of their grievance through regular updates via email or SMS.

In cases requiring additional information or documentation from the customer, the resolution timeline will be paused until the necessary information is provided.

Section – 5 – Responsibilities of the Grievance Officer

• Ensure fair and impartial handling of grievances.
• Maintain records of all grievances and their resolution.
• Escalate unresolved grievances to higher authorities if necessary.
• Analyze grievance trends to identify areas for improvement in service delivery.

Section – 6 – Confidentiality

All customer grievances and related information will be treated with the highest level of confidentiality and will only be shared with authorized personnel involved in the resolution process.

Section – 7 – Review and Monitoring

The grievance redressal mechanism will be reviewed periodically to ensure its effectiveness and efficiency. Feedback from customers will be used to make necessary improvements.

Section – 8 – Terms and Conditions

• The customer agrees to provide accurate and complete information when filing a grievance.
• The company reserves the right to reject frivolous or malicious grievances.
• The company’s decision on the resolution of grievances will be final and binding.