Grievance Redressal Policy
In the present scenario, excellence in customer service and customer satisfaction is the most important tool for sustainable growth of business. At https://msmecertificates.com we truly believe to provide best services to our customers. We aim to understand both our strengths and weaknesses from our customer’s point of view and work across our business strategies to meet their needs.
This policy document is aimed at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to provide speedy redressal of customer complaints and grievances and refund in cases if it is not fit for redressal.
1. Purpose & Scope
This Grievance Redressal Policy ensures transparency and a structured approach to handling customer concerns regarding our services. Customers can report issues related to:
- Service quality
- Application processing delays
- Documentation support
Refund requests will not be entertained as per our Refund & Warranty Policy.
2. Process to Raise a Grievance
To register a grievance, follow these steps:
- Submit a complaint via email at [email protected] with details of your issue.
- You will receive an acknowledgment within 48 hours.
- Our team will investigate and respond within 7 working days with a resolution.
3. Resolution & Escalation
If your concern is valid and falls within our service warranty, we will take corrective action. If the grievance is related to refunds, we will refer to our Refund & Warranty Policy, and no exceptions will be made beyond the stated terms. If a resolution is not satisfactory, customers may escalate the matter as per the applicable laws and consumer protection guidelines.
Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.
This policy document is available on the website https://msmecertificates.com.
