Mechanism

This policy on Grievance Redressal is set out as a mechanism available within the organization to enable the customers & Business Associates of the company to lodge their complaints / grievances to company in relation to their dealings with company, if any, being considered for them and for addressing the same in a time bound manner, by following the provisions as provided herein (the Grievance Redressal Mechanism).

This policy document aims at minimizing instances of customer / Independent Distributor complaints and grievances through proper service delivery and review mechanism and also to ensure prompt redressal of complaints and grievances, if there are any.

MECHANISM OF COMPLAINTS

Customers / Independent Distributors can lodge their grievance through any of the following channels:

• Complaint in Person: A customer can lodge a complaint in person during working hours at Customer Service Department (CSD) of company, established in its Corporate office, by submitting a written letter and giving full details, to CSD and obtain an acknowledgement for the same.
• Complaints through post / email: Customers can also submit their grievances by post at the following address or through email at [email protected] by giving full disclosures and details of the complainant and giving specific instances of the cause of complaint.
• The Customer Service Department: 8 / 286, Ground Floor, Kaikhali, VIP Road, Block – K - 10, Kolkata - 700052 (West Bengal), India. Contact No. 033 - 25737372.
• The telephone numbers, complete address and email address etc. will be prominently displayed on the Saarvasri website for ease of contact by the customers.
• Grievances lodged through the web site of the company. Company has introduced a web based mechanism, for lodging Complaints / Grievances by customers. This is known as Customer Grievance portal (www.saarvasri.co.in). Customers may make use of the said Portal to communicate their grievances.

RESOLUTION OF COMPLAINTS / GRIEVANCES

Any complaint through e-mail / letters / in - person shall be acknowledged promptly after receipt, at the company corporate office. The Complaints will be registered in the Customer Grievance Register (CGR) maintained electronically and / or physically, and shall include full details of the complainant (name, address and contact details), date of receipt, fact of the complaint, category of complaint etc.

The Grievance Redressal Committee (GRC) of company will take steps to redress the grievances with care and diligence, normally within the period of 30 working days from the date of receipt of the complaints.

Members of Grievance Redressal Committee are:

1. Suman Kundu,
Mobile No.: 8910257132
Email id: [email protected]

2. Soumendra Nath De
Moblie No.: 9831262209
Email id: [email protected]

3. Sailen Kundu
Mobile No.: 9681391997
Email id: [email protected]

• If the complainant is not satisfied with the reply / action / resolution given by Grievance Redressal Committee (GRC), he / she may directly approach the Nodal Officer of the Company for further action on the same.
• The Nodal Officer has a time of 15 days to resolve the Grievance from the date of receiving of Grievance. Details of Nodal Officer are mentioned below:

Name: Mr. Gopal Kundu

Mobile Number: +91. 8910623018

Email ID: [email protected]