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.
"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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
Herboking Wellness Pvt Ltd has appointed Mr. Munish Vaidya as Grievance Redressal Members. Complaints can be made via email to grievance@herbokingwellness.com by calling +91-7986514249
The Board of Directors of the Company has formed a Grievance Committee responsible for monitoring grievances received.
A Grievance Redressal Officer (GRO) has been appointed through resolution by the Board of Directors. The GRO is responsible for reviewing complaints, providing complaint numbers, verifying the accuracy of complaints, coordinating with the concerned department, resolving complaints within 10 days, informing complainants of any action taken, and obtaining feedback from complainants.
The Grievance Redressal Committee will review all complaints, provide a complaint number, verify the accuracy of the complaint, coordinate with the concerned department, resolve the complaint within 10 days, inform the complainant of any action taken, and obtain feedback from the complainant.
The Grievance Committee is an important entity within the Company, responsible for monitoring all grievances received. The committee comprises members appointed by the Board of Directors, who are responsible for appointing the Grievance Redressal Officer (GRO). The GRO is responsible for reviewing complaints from consumers, direct sellers, members of the general public, and employees. The GRO verifies the accuracy of the complaint and coordinates with the relevant department to solve the complaint within ten days. The GRO also provides complainants with feedback on any actions taken. The process of disposing of grievances is outlined in the working process of the Grievance Redressal Committee (GRO). It is essential to note that all material in this policy is the property of Herboking Wellness Private Limited, and any reproduction or publication without prior written permission will invite civil and criminal action
The Management Department of Herboking wellness private limited is responsible for overseeing the company's overall operations and ensuring that all departments are functioning efficiently. As part of their role in grievance redressal, they form the Grievance Committee and appoint the Grievance Redressal Officer (GRO) who will be responsible for monitoring and resolving complaints received from various sources.
The Production Department is responsible for ensuring that the company's products are manufactured efficiently and meet the desired quality standards. In the grievance redressal process, they receive reports from concerned departments within 12 days of receiving a complaint and mix them with their own reports within 15 days. They also create a reply to the complaint within one day of receiving the report.
The HR Department is responsible for managing the company's human resources, including employee recruitment, training, and development. In the grievance redressal process, they receive the status of complaints on their own level within 7 days and are responsible for informing the complainant regarding the resolution of their complaint within 2 days of sending the reply.
The Finance and Accounts Department is responsible for managing the company's financial transactions and ensuring compliance with accounting standards. They may be involved in the grievance redressal process in case of financial grievances.
The Sales and Marketing Department is responsible for promoting the company's products and services and ensuring customer satisfaction. In the grievance redressal process, they may receive complaints related to product quality, delivery, or any other sales-related grievances. They may also be responsible for obtaining feedback from the complainant and requiring them to rate their experience on a scale of 1 to 10.
The types of grievances that may be raised include those related to customers such as product quality, delivery, or any other sales-related grievances. Other types of grievances may include those related to employees, direct sellers, or members of the general public. It is the responsibility of the Grievance Redressal Officer to take reasonable steps for resolving the complaints in an early manner and provide an acknowledgment letter to the complainant within 48 hours of receiving the grievance.
The Grievance Redressal Committee shall keep a record of all the grievances received and resolved by them. This record shall be presented to the Board of Directors periodically. The Committee shall also take necessary steps to prevent the recurrence of similar grievances in the future. The Committee shall maintain confidentiality regarding the grievances and the details of the complainant.
In conclusion, a proper grievance redressal system is crucial for any organization to maintain a healthy work environment and address the grievances of its stakeholders. The Grievance Redressal Committee should ensure that all complaints are dealt with in a fair and transparent manner and resolved within a reasonable time frame. The Committee should also take proactive steps to prevent similar grievances from arising in the future.
complaints can be submitted through various channels, including phone, email, or website. Once received, the complaint will be logged into our Online Complaint Register by the Customer Care Unit.
The complaint will then be forwarded to the appropriate person in the concerned branch/department for resolution.
Our Customer Service Cell will monitor the resolution of complaints and do necessary follow-up with concerned officials within 7 working days. If required, the complaint will be escalated to a higher level.
If there is any delay in resolving the complaint due to technical or other reasons, we will inform you through email or phone along with the reason. We will also keep you informed about the expected time required for completion of the same.
We aim to resolve all complaints within 30 days of receiving it. If there is any delay in resolution beyond this time, we will notify you about the same.
We maintain a database of all complaints received and closed, and investigate repeat complaints from customers within a quarter.
Our Grievance Policy is under regular review to ensure it is up to date and accurate. Any changes made to the policy in the future will be posted on our website, and we recommend that you check for updates regularly.
If you have any questions or need further support, please reach out to our Grievance Cell at grievance@herbookingwellness.com.