Upon receipt of a grievance by the Company through any of the prescribed modes of communication,
the complaint is recorded in the Company’s internal grievance management software
(In-House Query System – IHQS). A unique token number is generated for each grievance and
communicated to the complainant for future reference.
The grievance is initially handled by the executive who receives the call, email, written
communication, or walk-in complaint. The concerned executive is required to resolve the
grievance within a period of seven (7) working days. All grievance details, including the
nature of the complaint and relevant information, are recorded in the IHQS at the first instance.
This ensures transparency and enables any authorized executive to access and review the case
without requiring the complainant to repeat the issue.
If the grievance is not resolved within the stipulated time, the system automatically escalates
the matter to the next level of the Grievance Redressal Committee.
The Grievance Redressal Committee comprises three designated officers and a Chairman who
supervises and oversees the functioning of the committee.
Grievances are automatically escalated by the system at intervals of five (5) days, sequentially
to Officer 1, Officer 2, and Officer 3. If the grievance remains unresolved, it is finally escalated
to the Chairman, who is required to dispose of the matter within three (3) days.
The Grievance Redressal Committee convenes meetings twice every month, on the 15th and 30th
calendar day. All pending grievances are reviewed and resolved during these meetings.
In the event that the grievance is not resolved by the committee, the matter shall be escalated
to the Company’s legal counsel, who shall act as an arbitrator. The arbitrator shall endeavor to
resolve the issue within fifteen (15) days from the date of escalation, in consultation with the
aggrieved party.
