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Grievance Redressal Policy

1. Grievance/Complaint Redressal Management Policy: - Atomy Enterprises India Pvt. Ltd has adopted the following guidelines/process, in respect of handling customer grievances/complaints.

2. Objectives of Grievance Redressal Policy/Process: -

  1. a. Meet guidelines of direct selling framework
  2. b. Capture all details of grievances/complaints
  3. c. To address grievances/complaints and resolve systematically
  4. d. All customers are treated fairly and without bias at all time
  5. e. All issues raised by customers are dealt with courtesy and resolved on time

3. Definitions: -

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

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

  2. b. Grievance/Complaint: A “Grievance /Complaint” is defined as any communication that expresses dissatisfaction about product and/or service of company.
  3. c. Acknowledgement of Grievance/Complaint: When formal email is sent to concern Direct Seller against the complaint about receipt of Grievance /Complaint then it is called as acknowledgement of complaint.
  4. d. Open Complaint: When complaint is formally accepted then complaint is called as open complaint.
  5. e. Rejected Complaint: When complaint is formally rejected based on telephonic discussion or during authenticity check then it is called as rejected complaint.
  6. f. RCA: Proper action identified against Grievance or Complaint which was raised formally is called as Root Cause Analysis (RCA). Root Cause Analysis (RCA) also defined as a collective term that describes a wide range of approaches, tools, and techniques used to uncover causes of problems.
  7. g. Resolution: The permanent repair of the problem and/or elimination of its cause.
  8. h. Complaint Closure: When proper redressal is given based on the RCA and communication then it is called Complaint Closure is completed
  9. i. Closed Complaint: When no reply/response received within 2 weeks after complaint closure then complaint will be treated as closed complaint.

4. Details for registering Grievances/Complaints: -

Mode of Grievances/Complaints Registration Timings Details of modes
Website 24*7 www.atomy.com/in
Email 24*7 atomy_in@atomypark.com
Written through post/courier 24*7 Atomy Corporate Office: Atomy Enterprises India Pvt. Ltd,
801 and 802, 8th Floor, Magnum Tower 2, Sector 58,
Golf Course Ext. Road,
Gurugram 122011, State - Haryana, India
Customer Support Centre Between 9am to 5pm from Monday to Saturday (Except National Holidays) 0124-695-9000
Walk In Between 9am to 5pm from Monday to Saturday (Except National Holidays) In Grievances/Complaints drop box which is placed in Atomy Corporate Office

5. Grievance Redressal Committee: - Grievance Redressal Committee consists of three Atomy India employees

a. Mr. Naveen Sourabh Pal - Manager Customer Service (Mobile No: +918700995915, Email: atomy_in@atomypark.com, Telephone No. +91-124-695-9000, Fax: +91-124-695-2851)
b. Jacob Boban Abraham – Assistant Manager Marketing (Mobile No: +919560093409, Email: jacob01@atomypark.com, Telephone No. +91-124-695-9000, Fax: +91-124-695-2851)
c. Rajeev Kumar Rattawa - Manager Finance and Accounts (Mobile No: +919953404946, Email:atomyin_finance@atomypark.com, Telephone No. +91-124-695-9000, Fax: +91-124-695-2851)

6. Escalations: - a. Level 1 – Customer Smile Officers (CSO)
b. Level 2 – Customer Service Head
c. Level 3 – Senior Management

7. Timelines: - a. Acknowledgement – Within 2 working days of receipt of grievance/complaint
b. RCA – Within 14 days after acknowledgement of grievance/complaint
c. Redressal based on RCA – within 6 days after submitting RCA
d. Closed grievance/complaint – 5 days after redressal in case of no reply

8. Severity Matrix: -

Grievance/ Complaint Type Severity Definition Level 1 Level 2
Quality related Product quality & damage related complaints Yes No
Delivery related Product not delivered as per timelines mentioned Yes No
Error in processing Errors in processing order/commission Yes No
Escalated complaints Complaints which are not solved at level 1 are called as escalated complaints No Yes
Breach of TAT
(Turn Around Time)
Delay/non receipt of notification, communication, policy documents Yes No
Legal/Consumer Court Legal/consumer court complaints against Grievance No Yes
Complaint to Direct Selling Organization Complaint to direct selling origination about company No Yes
Refund of Amount Complaints related to refund of amount caused during order processing and order not generated Yes No
Others Complaints which doesn’t fall under above categories are called as others Yes No