Customer Redressal Policy

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Objective

The purpose of this Policy is to set forth the policies and procedures to be followed in receiving, handling and responding to any grievance against INITIATOR PACIFIC PRIVATE LIMITED in respect of the products offered by it. The following are broad objectives for handling the customer grievances:

How to raise the grievance

The customers can raise grievances through the following modes:

Acknowledgements

An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. Acknowledgement shall contain Date of receipt of complaint/grievance, Grievance Number and expected date for resolution of grievance.

Redressal of Grievance

Resolution of Grievance

The customer/complainant shall be intimated on resolution of grievance/complaint. The intimation of resolution shall contain the Date of receipt of complaint/grievance, Unique Grievance Number, Name, Designation and Contact details of Officer signing the communication.

Closure of grievance:

Every grievance shall be disposed off within a period of thirty days of its receipt and a final reply shall be sent to the complainant, containing details of resolution or rejection of the complaint, with reasons thereof recorded in writing. A grievance shall be considered as disposed off and closed in any of the following instances, namely:

  1. when the Authority has acceded to the request of the complainant fully;
  2. where the complainant has indicated in writing, its acceptance of the response of the intermediary or entity regulated by the Authority;
  3. where the complainant has not responded within forty-five days of the receipt of the written response of the intermediary or entity regulated by the Authority;
  4. where it has certified under intimation to the subscriber that company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.