At indiapassportonline, we thrive to provide the best services to our clients.
Our Grievance Policy aims at reducing customer complaints and offer a smooth ride.
Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.
indiapassportonline follows the following guidelines:
Customers must always be treated fairly
Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to the alternative remedy.
In cases where redressal is not possible, we issue a refund of the amount paid by the customer as per our refund policy at the earliest.
The policy clearly defines the two.
A complaint may be defined as “An expression of dissatisfaction made to an organization, related to its products and services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected” A complaint may be expressed in person, over the telephone or in writing
A query can be defined as a question, often expressing doubt about something or looking for an answer from an authority. A query is:
How To Raise The Grievance
The subscribers can raise grievances through Email: The subscriber may write to us at firstname.lastname@example.org
An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. The acknowledgement shall contain Date of receipt of complaint/grievance, the expected date for resolution of the grievance, and Contact details of Office.
The resolution time shall not exceed 30 days from the date of the receipt of the complaint from the complainant.
Closure Of Grievance:
A complaint shall be considered as disposed of and closed when
(a) the company has acceded to the request of the complainant fully.
(b) where the complainant has indicated in writing, acceptance of the response of the Company
(c) where the complainant has not responded to the Company within 8 weeks of the company’s written response.
(d) Where the Grievance Redressal Officer has certified that the Company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.
Public Awareness On Grievance Redressal Procedure:
Company shall publicize its grievance redressal procedure on its website and through other mediums.
The record of complaints is maintained for a minimum period of 1 year from the date of resolution.
Review Of Policy:
These reviews shall consider the following:
- Internal factors of our organizational structure or products and services offered.
- External factors like any updates in legislation or technology advancement.
- Any audit-related results within that year.