GRIEVANCE REDRESSAL

It’s good to see that Grapcy International has established a grievance redressal process to address customer concerns and ensure their satisfaction with your products and services. This approach demonstrates your commitment to customer service. Here’s a breakdown of your grievance redressal process:

  1. Contact Information: Customers can reach out to you with their complaints or grievances through two channels: email at grapcy0@gmail.com or by calling +91 9654572600.
  2. Acknowledgment: Upon receiving a complaint through either email or phone, your Grievance Officer will acknowledge the grievance within 24 hours. This acknowledgment is essential as it assures customers that their concerns are being taken seriously.
  3. Unique Ticket ID: Each customer who files a complaint will receive a unique ticket ID. This ID allows them to track the status of their complaint and adds transparency to the process.
  4. Resolution Timeframe: Your company commits to making best efforts to redress and close customer grievances expeditiously within 14 days from the receipt of the complaint.
  5. Closure Criteria: You specify three instances in which a grievance will be considered as disposed-of and closed:
  6. When the customer accepts the response from the Grievance Officer or any other company representative.
  7. When there is no response from the customer within 30 days from the date of the reply from the Grievance Officer or any Company official.
  8. When the resolution provided by Grapcy International is agreed to by the customer or hasn’t been disagreed with within 14 days.
  • Escalation: In cases where a customer’s issue remains unresolved despite going through the Grievance Officer’s process and the stipulated time frame, customers have the option to escalate the matter further.

This grievance redressal process is comprehensive and customer-focused. It ensures that customers have a clear path to communicate their concerns, receive timely responses, and provides benchmarks for resolution. It also highlights your commitment to addressing customer grievances promptly and efficiently.

However, it’s important to periodically review and update your grievance redressal process to adapt to changing customer needs and emerging issues. Additionally, consider incorporating feedback mechanisms to further improve your services based on customer input.

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