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Complaint Handling Policy

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  2. Complaint Handling Policy

BusinessBadhega.com Complaint Handling Policy

  1. Purpose

This policy outlines the procedure for efficiently and promptly handling complaints from clients, sellers, and other stakeholders. It ensures that all complaints are addressed fairly, transparently, and within a reasonable time frame.

  1. Scope

This policy applies to all complaints received by BusinessBadhega.com from clients, sellers, and any other stakeholders.

  1. Complaint Handling Steps

3.1 Complaint Submission

  1. Email Submission: All complaints should be sent to escalate  at the rate businessbadhega dot com.
  2. Information Required: Complainants should provide their name, contact details, a detailed description of the issue, and any relevant supporting documents.

3.2 Acknowledgment

  1. Acknowledgment Timeline: Within 24 hours of receiving the complaint.
  2. Method: An acknowledgment email will be sent to the complainant, confirming receipt and providing an expected timeline for resolution.

3.3 Complaint Logging

  1. Record Keeping: All complaints will be logged in the Complaint Management System (CMS) with a unique reference number for tracking.
  2. Details Recorded: Complainant’s information, date of receipt, nature of the complaint, and any supporting documents.

3.4 Initial Assessment

  1. Assessment Timeline: Within 48 hours of acknowledging the complaint.
  2. Assessment Criteria: Determine the severity, complexity, and necessary resources for resolution.

3.5 Investigation

  1. Investigation Timeline: The investigation should commence within 72 hours of the initial assessment.
  2. Responsible Parties: Assign relevant team members to investigate the complaint.

Process:

  1. Collect additional information if needed.
  2. Review all relevant documents and communications.
  • Interview involved parties if necessary.

3.6 Resolution Plan

  1. Plan Development: Develop a resolution plan based on the findings of the investigation.
  2. Approval: The plan should be approved by a senior manager or the relevant department head.
  • Communication: Inform the complainant of the proposed resolution plan and expected timeline for implementation.

3.7 Implementation

  1. Action Timeline: Implement the resolution plan within the agreed timeframe.
  2. Monitoring: Monitor the implementation process to ensure compliance with the resolution plan.

3.8 Feedback

  1. Feedback Request: After resolution, request feedback from the complainant regarding their satisfaction with the resolution process and outcome.
  2. Continuous Improvement: Use feedback to improve future complaint handling processes.

3.9 Closure

  1. Closure Criteria: A complaint is considered closed once the resolution has been implemented and feedback has been received.
  2. Documentation: Update the CMS with the resolution details and closure confirmation.
  • Final Communication: Send a closure email to the complainant, summarizing the resolution and thanking them for their feedback.

3.10 Escalation

  1. Escalation Criteria: If a complaint cannot be resolved within the specified timeframe or if the complainant is unsatisfied with the resolution, the complaint will be escalated to senior management.

Escalation Process:

  1. Notify the complainant of the escalation.
  2. Senior management reviews the complaint and resolution efforts.
  • Develop and implement an alternative resolution plan.
  1. Monitoring and Review
  2. Regular Reviews: The Complaint Handling Policy will be reviewed annually to ensure its effectiveness.
  3. Performance Metrics: Track and report on complaint handling metrics, including resolution times and satisfaction rates.
  • Continuous Improvement: Regularly update processes based on feedback and performance metrics to enhance complaint handling efficiency.
  1. Contact Information

For any complaints or inquiries regarding this policy, please contact us at escalate@businessbadhega.com.

  1. Conclusion

BusinessBadhega.com is committed to addressing complaints promptly and effectively, ensuring a positive experience for all stakeholders. This policy aims to foster trust and maintain high standards of service quality.