1. Grievance Redressal Management Policy: -
AIWO Limited has adopted the following policy, in respect of handling customer grievances/complaints.
2. Objectives of Grievance Redressal Policy: -
a. Meet guidelines of direct selling framework
b. Capture all details of grievances/complaints
c. To address grievances/complaints and resolve systematically
d. To resolve the grievances/complaints on time
3. Definitions: -
a. Grievance/Complaint: A “Grievance /Complaint” is defined as any communication that expresses dissatisfaction about products of AIWO Limited.
b. Acknowledgement of Grievance/Complaint: When formal email is sent to concern Independent Distributor against the complaint about receipt of Grievance /Complaint then it is called as acknowledgement of grievance/complaint.
c. Rejected Complaint: When complaint is formally rejected based on telephonic discussion or during authenticity check then it is called as rejected complaint.
d. 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.
e. Resolution: The permanent repair of the problem and/or elimination of its cause.
f. Complaint Closure: When proper redressal is given based on the RCA and communication then it is called Complaint Closure is completed.
g. 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 Registration of Greivance/Complaint Details of Modes
5. Grievance Redressal Committee: -
Grievance Redressal Committee consists of
6. Timelines: -
a. Grievance/Complaint – Within 30 days of dissatisfaction.
b. Acknowledgement – Within 2 working days of receipt of grievance/complaint
c. RCA – Within 14 working days after acknowledgement of grievance/complaint
d. Redressal based on RCA – within 7 working days after submitting RCA
e. Closed grievance/complaint – 3 days after redressal in case of no reply