Overview

This grievance redressal policy is established to provide a resolution process for direct sellers, customers, C&F, and employees of Herboking Wellness Private Limited for their complaints. The policy aims to address and resolve complaints within stipulated timelines.

Definitions

"Company" refers to Herboking Wellness Private Limited

"Concerned Person" includes direct sellers, customers, C&F, employees of the company, and common individuals

"Chairman" refers to the Managing Director of the Company

"Grievance" means a concern, problem, or complaint related to work, products, services, direct selling working environment, reporting relationships, etc., received from a concerned person

"Grievance Redressal Officer" means the officer appointed by the Board of Directors of the Company for resolving the grievances of concerned persons

"Grievance Redressal Committee" refers to the authority empowered to make decisions under the policy and shall monitor the actions taken in this regard.

Scope

This policy applies to all direct sellers, customers, C&F, employees, and the general public of Herboking Wellness Private Limited. Grievances will be treated with utmost confidentiality and sensitivity. Efforts should be made to resolve the matter without any external intervention to promote healthy working relationships and supervisory practices.

Applicable Laws

The policy complies with the Consumer Protection (Direct Selling) Rules, 2021, Consumer Protection Act, 2019, Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and other applicable laws.

Objectives

Herboking Wellness Private Limited is committed to providing a productive and conducive work environment where grievances are dealt with in a fair and prompt manner. The policy's objective is to facilitate a work culture where no grievances exist and assist in improving the concerned persons' performance and productivity in the company. This policy formalizes an effective and suitable mechanism for receiving and addressing complaints from concerned persons with specific emphasis on resolving such complaints fairly and expeditiously regardless of the source of the complaint.

System

A Grievance Officer will be appointed by the Board of the Company as a Grievance Redressal Officer who shall hear out the grievances of concerned persons and counsel them.

Reporting

The Grievances Redressal Members will report to the Grievance Committee, which shall report to the Nodal Officer of the Company. A quarterly written report of the grievances shall be submitted to the Board of the Company.

Improper Complaints

This policy shall not be used to bring frivolous or malicious complaints. Making a knowingly false complaint subjects the complainant to disciplinary or corrective action. However, if a legitimate concern has been raised in good faith and an investigation finds the concern to be unfounded, no action will be taken.

The System

As part of the Grievance Redressal Policy, a Grievance Officer will be appointed by the Board of the Company to handle and counsel individuals who have raised grievances. This officer will be responsible for ensuring that the complaint resolution process is followed and that the concerns of the concerned person are addressed in a timely manner. This mechanism is an effective way to ensure that individuals have an avenue to raise their concerns and get them resolved.

Reporting

To ensure that the Grievance Redressal Policy is being followed effectively, Grievance Redressal Members will report to the Grievance Committee. The Committee will then report to the Nodal Officer of the Company, who will review the quarterly written reports of grievances submitted by the Committee. This process ensures that grievances are being handled and resolved as per the policy and in a timely manner.

Improper Complaints

This policy is not intended for individuals to make frivolous or malicious complaints. If a knowingly false complaint is made, it may result in disciplinary or corrective action. However, if a legitimate concern has been raised in good faith, and an investigation finds the concern to be unfounded, no action will be taken. This clause is necessary to ensure that the policy is not abused, and individuals do not raise grievances with malicious intent.

Appointment of the Nodal Officer: A Nodal Officer will be appointed by the Director of the Company to hear unresolved grievances received from the Grievance Committee and counsel complainants accordingly.

Mode of Complaint Filing: Herboking Wellness Pvt Ltd has a structured grievance redressal mechanism. Complaints can be made by the following parties:

Consumer : Through customer care, grievance redressal officer, at the registered office/corporate office, or directly to the company via letter, email, phone calls, customer care numbers, website, or direct seller.

Direct Seller : Through customer care, grievance redressal officer, at the registered office/corporate office, or directly to the company via letter, email, phone calls, customer care numbers, website, or direct approach to the company.

Employee : Through customer care, grievance redressal officer, at the registered office/corporate office, or directly to the company via letter, email, phone calls, customer care numbers, website, or direct approach to the company.

General Public: Through customer care, grievance redressal officer, at the registered office/corporate office, or directly to the company via letter, email, phone calls, customer care numbers, website, or direct approach to the company.

C&F : Through customer care, grievance redressal officer, at the registered office/corporate office, or directly to the company via letter, email, phone calls, customer care numbers, website, or direct approach to the company.