In the present scenario, excellence in customer service and customer satisfaction is the most important tool for sustainable growth of business. At https://www.fssaicertificate.org we truly believe to provide best services to our customers.

However, we understand that sometimes things may not go as planned, and our clients may have grievances or complaints. To ensure that we address any grievances or complaints promptly and efficiently, we have established a robust grievance redressal mechanism. This mechanism is designed to provide our clients with a hassle-free way of registering their complaints and getting a resolution as quickly as possible.

This policy document is aimed for 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 not fit for redressal.

Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.

https://www.fssaicertificate.org grievance redressal and refund policy follow 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,if redressal is not possible, refund of the amount paid by the customer at the earliest

This policy document is available on the website https://www.fssaicertificate.org

https://www.fssaicertificate.org address all complaints/concerns brought to our attention by our customers and also understand the importance to understand, classify & differentiate complaints from queries. The policy clearly defines the two.

Complaint
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
Query
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 inquiry

• In nature of a request for information or guidance

• Where there is an expectation from the customer – for data / clarification.

At https://www.fssaicertificate.org we would like to assure you of the best of our services at all times.

How to Raise the Grievance?

We strive to provide a resolution within a reasonable timeframe, and our support team will keep the client informed about the status of their complaint throughout the process. We believe in transparency and honesty in our dealings, and we ensure that the client’s interests are always given the utmost priority.

Grievance Support-  Create your ticket

In case a resolution is not provided within the specified time frame, the client can escalate the matter to our senior management team, who will review the complaint and take appropriate action to address the issue.

Acknowledgements
An acknowledgement/ticket shall be sent to the complainant in email id within one working days of the submission of the grievance. Acknowledgement/Ticket shall contain Date of receipt of complaint/grievance, Unique Grievance Number, expected date for resolution of grievance, Name, Designation and Contact details of Office, manner and mode of tracking resolution of grievance/complaint with the Unique Grievance Number.

The resolution time shall not exceed 30 days from the date of the receipt of the complaint from the complainant.

Closure of Grievance:
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.

Public Awareness on Grievance Redressal Procedure:

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

Record Keeping:
The record of complaints is maintained for a minimum period of 1 years from the date of resolution.

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. The results of audit, if any conducted during the year by internal/external auditors.