GUIDELINES
1. This policy is applicable to those instances:-
- Where the products are within the warranty period.
- Where the products are outside the warranty period.
- Where an order has not been delivered.
- Where a service request has not been attended to.
2. This policy covers instances where the Company has sold a product and the performance is not as per the prescribed standards and the product is within the warranty period and the Customer feels aggrieved about the same.
3. This policy covers instances where the Company has sold a product and the performance is not as per the prescribed standards and the product is outside the warranty period and the Customer feels aggrieved about the same.
4. This policy covers instances where the customer has placed an order for a product and the same has not been delivered by the Company in spite of the Customer having fulfilled all formalities/requirements as mandated by the Company.
5. This policy covers instances where the customer has placed a request for service and the same has not been attended to for more than 48 hours.
6. This policy also covers all other grievances outside the regular contracting process/cycle however will not include instances where the Customer has not followed the protocol as specified by the Company.
7. The preferred method for submitting a Customer grievance is through an email or a letter being addressed to the
Customer Support
1st Floor, C-146/147
Sector-3, Bawana
DSIIDC Industrial Area
New Delhi - 110039
Email - support@unifan.in
8. In case an aggrieved party contacts an employee in respect of any grievance, the employee shall consult his/her supervisor and/or a member of the Grievance Response Committee for further instructions
9. Any exceptions other than what has been detailed in this policy will be addressed on a case to case basis. However, all exceptions need to be approved by the National Sales Head before the same can be considered.
10. The aggrieved party on having become aware of the grievance must log-in/submit the same within 14 days of the facts being known which has given rise to the said grievance.
11. Pursuant to receiving the complaint the Customer Support Team shall forward the same to the Grievance Response Committee which shall be led by the National Sales Head and will be assisted by the Head Design and the Executive Despatch and other individuals deemed necessary or appropriate.
The National Sales Head shall be the “Team Leader” of the Company's Grievance Response Committee and shall be responsible for managing the process related to the grievance investigation.
12. The Team Leader will contact the aggrieved person in writing (including via e-mail) within seven business days after receipt of the grievance with the following
- an overview of the grievance process
- a request for additional information (if applicable)
- an initial timeline for review and resolution of the grievance
13. The Company's Grievance Response Committee will be responsible for reviewing all appropriate records related to the grievance, such as order placed, issues raised in the earlier stages if any and any other applicable documentation related to the grievance. In addition to reviewing the data, the Company's Grievance Response Committee will be responsible for interviewing internal personnel as appropriate.
14. Notwithstanding anything contained in the above the following will not be a valid grievance:
- In case the aggrieved party fails to submit the grievance by the deadline specified in the policy and/or other minimum requirements essential to investigate a grievance such cases shall be ignored and shall not be subject to review
- As a policy the Team Leader shall send 3 written reminders to the aggrieved party for submission of data/information essential for conducting the said investigation and if in spite of the above the aggrieved party does not cooperate and the said relevant information has not been received within 10 days from the last written reminder sent to them.
15. Any other matter which in the decision of the Team Leader does not qualify the grievance to be admitted
16. The Company shall provide a written response to the aggrieved party within 60 days of receipt of the original grievance indicating disposition of the matter, unless such time period has been extended in order to obtain feedback not readily available. However, in any case the Company shall dispose of the matter within 90 days of the receipt of the original grievance.
17. In case the aggrieved party is not satisfied with the decision of the Company's Grievance Response Committee the said party can escalate the matter to the Chief Executive Officer (CEO) of the Company.
18. In case the matter is raised to the CEO, the CEO shall call for all papers/documents based on which the Grievance Response Committee had arrived at its decision. The CEO shall review the entire process along with the said documents and arrive at his decision. In case the CEO differs from the decision taken by the Grievance Response Committee s/he shall furnish his/her decision to the Grievance Response Committee and the same shall be communicated by the Team Leader to the aggrieved party. The decision taken by the CEO shall be final.
Pursuant to the grievance being heard the decisions which shall be taken by the Company could be one of the following:-
- Uphold the decision of the Grievance Response Committee
- Replace the product under grievance
- Repair the product free of cost within or without the guarantee period
