Customer Grievance Redressal Policy

In the present scenario, excellence in customer service and customer satisfaction is the most important tool for sustainable growth of business. At udyamregistrations.com, we truly believe in providing the best services to our customers. We aim to understand both our strengths and weaknesses from our customer's point of view and work across our business strategies to meet their needs.

This policy document is aimed at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to provide speedy redressal of customer complaints and grievances and refund in cases if it is not fit for redressal.

The grievance redressal and refund policy of udyamregistrations.com follows the following principles:

• Customers must be treated fairly.
• Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy.
• In cases where redressal is not possible, refund of the amount paid by the customer shall be initiated at the earliest.

A complaint may be defined as "An expression of dissatisfaction made to an organization, related to its services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected."

A complaint may be expressed in person, over the telephone or in writing.

A query can be defined as a question, often expressing doubt about something or looking for an answer from an authority. A query is:

• A form of questioning, in a line of enquiry.
• In the nature of a request for information or guidance.
• Where there is an expectation from the customer — for data / clarification.

The subscribers can raise grievances through the following modes:

• Email: The subscriber may write to us at _____________________

An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. The acknowledgement shall contain:

• Date of receipt of complaint/grievance
• Unique Grievance Number
• Expected date for resolution of grievance
• Name, Designation and Contact details of the Officer
• Manner and mode of tracking resolution with the Unique Grievance Number

A complaint shall be considered as disposed of and closed when:

• (a) The company has acceded to the request of the complainant fully.
• (b) Where the complainant has indicated in writing, acceptance of the response of the Company.
• (c) Where the complainant has not responded to the Company within 8 weeks of the company's written response.
• (d) Where the Grievance Redressal Officer has certified that the Company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.

The Company shall publish its grievance redressal procedure on its website and through other mediums for public awareness on the Grievance Redressal Procedure.

The record of complaints is maintained for a minimum period of 1 year from the date of resolution.

These reviews shall consider the following:

• 1. Internal factors such as changes in organisational structure or products and services offered.
• 2. External factors such as changes in legislation or technological innovation.
• 3. The results of audit, if any conducted during the year by internal/external auditors.