MECHANISM FOR GRIEVANCE REDRESSAL
M/S Niraag India Ayurveda Private Limited has a diplomatic approach towards the Consumers/ Independent Direct Sellers and takes all precautions to offer the best services to them. However, in case of unavoidable circumstances, the Direct Selling entity has devised a perfect system to solve the problems that Consumers / Independent Direct Sellers may face.
1. Compliance with Consumer Protection Laws
Direct Selling entity complies with the Consumer Protection (Direct Selling) Rules, 2021 and Consumer Protection Act, 2019 and has also instructed its Independent Direct Sellers to do so.
2. Grievance Tracking
Direct Selling entity maintains a register to track grievances received from Consumers / Independent Direct Sellers through various modes: Calls, Written Application, E-mail, Walk-ins, Online Grievance Cell, etc. Each Grievance is numbered (to facilitate easy tracking), acknowledged within 48 hours of its receipt at the Customer Care centre, and the time taken to resolve it is recorded.
3. Grievance Software and Tracking
Grievances are entered into the internal Grievance software, and a unique track ID is generated for each grievance. This ID is sent to the Customers / Independent Direct Sellers via email and mobile number within 48 hours of receipt.
4. Security of Track ID
Consumers / Independent Direct Sellers should keep their unique track ID secure for easy tracking and follow-up on the outcome of their grievance.
5. Grievance Redressal Officer Contact
The entity has appointed Mr. Rahul Gautam as the Grievance Redressal Officer. Below are the contact details:
6. Resolution Timeline
The Grievance Redressal Officer will resolve the grievance within 30 days from the date of receipt of the grievance.
7. Delay in Resolution
If the issue is not resolved within 30 days, the Consumer / Independent Direct Seller will be informed about the reason for the delay via email, WhatsApp, or SMS on their registered contact details.
8. Further Recourse
If the Consumer / Independent Direct Seller is not satisfied with the resolution, they can approach the National Consumer Helpline or the State Consumer Helpline, of which the entity is a Convergence partner, for mediation/resolution. After that, they can approach the Consumer Forum or Court of appropriate jurisdiction for further action.
Note: This Grievance Redressal Mechanism is part of the Contract Agreement entered into by a Direct Seller, as it is not reproduced in the agreement for the sake of brevity.
