MEMORANDUM FOR APPROVAL OF BOARD COMPLAINT REDRESSAL MECHANISM

INFOMERICS is engaged in the service industry. In the present scenario of competitive scenario, excellence in client service is the most important tool for sustained business growth. In customer service industry even with the best of efforts, there could still be clients who may not be satisfied and may have grievances.

The complaints received could broadly be classified in the following 3 categories:-

  1. Complaint against the staff for not doing the rating properly.
  2. Complaint against the staff for misbehaviour or misdemeanour
  3. Complaint against the staff for demanding or indulging in graft.

For complaints at S No 1 above we have a redressal mechanism which is in line with regulatory directives and approved by the Board. The customers who are not satisfied with our rating assigned, can submit representation to the company and we have a process to deal with such representations.

Besides unsatisfied with the rating, Client’s complaints against the company/staff can be for other than rating also which is also part of the business life of any corporate entity. Therefore, we intend to have in place a redressal mechanism to address complaints received from clients.  This proposed policy document aims at laying down the process for addressing such complaints so as to minimizing recurrence of customer complaints and grievances by prompt redressal.

Dealing with Written Complaint

The complaint received by the company can be received through a letter/email/telephonic call etc. As and when a complaint is received through letter/email at our Corporate address/email shall be forwarded to H.R Department. HR department shall record the complaint in a register and place the same before the Chief Executive Officer (CEO)/Whole Time Director (WTD) as per the sensitivity of the case. The CEO/WTD shall go through the complaint and initiate investigation on the source of the complaint and the severity of the contents.

Based on the primary observations and if the complaint is found tenable and has concrete reasons to be addressed, he shall seek reply from the concerned department/official. After receiving reply from the concerned official/department, if the same is found to be adequately addressed, the complainant shall be suitably replied at the given address mentioned in the complaint letter/email. In case any complainant contacts telephonically, he/she shall be advised to send the complaint in writing so that the redressal is addressed to suitably. In case of complaint of malpractices received against the staff is found tenable and has concrete evidence in place, suitable action shall be taken as per disciplinary policy of the company.

Review of the Redressal of Complaint

There may be occasions when the complainant does not feel satisfied with the initial reply and seek review of the redressal outcome advised. In such cases, the matter shall be put up to the Chairman of the company and his opinion/decision shall be sought. The decision of the Chairman as Review Authority shall be communicated to the complainant.

Anonymous Complaint against Staff

Many a times, there may be occasions when we may receive anonymous complaint against staff alleging unfair mal-practices being made by any of our official. In such cases, the complainant does not give his credentials and it may be whimsical in nature. The action to be taken in such cases shall be as under:-

  1. No action is required to be taken on anonymous complaints, irrespective of the nature of allegations and such complaints need to be simply filed.
  2. Complaints containing vague allegations could also be filed without verification of identity of the complainant
  3. If a complaint contains verifiable allegations, the CEO/WTD may take cognizance of such complaint. In such cases, the complaint will be first sent to the complainant for owning/disowning, as the case may be. If no response is received from the complainant within 15 days of sending the complaint, a reminder will be sent. After waiting for 15 days after sending the reminder, if still nothing is heard, the said complaint may be filed as pseudonymous and no further action shall be required to be taken.
  4. If the complainant responds/acknowledge a verifiable allegation, the same mechanism shall be followed as in case of a proper written complaint received.

The CEO shall submit the statement on the complaints received and addressed, to the Board on half yearly basis.