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Grievance Redressal Policy

Grievance Redressal Policy

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

Website https://aiwo.com/

Email info@Aiwo.com

 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