Grievance Redressal Policy

SOP- Grievance Redressal Policy

1. Purpose

The purpose of this Grievance Redressal Policy is to ensure a transparent, fair, and efficient process for addressing complaints and grievances raised by customers. The goal is to promote trust, improve products, and maintain ethical standards in line with legal and industry regulations.

2. Scope

This policy applies to all ultimate customers of the Finished Product.

3. Definition of Grievance

A grievance is defined as any dissatisfaction or concern raised by an employee, customer, supplier, or any other stakeholder related to the quality of products, services, policies, safety concerns, unethical practices, non-compliance with regulations, or any other issue affecting the cosmetic manufacturing business.

4. Types of Grievances

Customer Complaints:

- Product quality issues (e.g., expired products, allergic reactions, packaging defects, etc.)
- Service-related issues (e.g., delivery delays, poor customer service, etc.)
- Non-compliance with product labelling and regulatory requirements

5. Grievance Redressal Process

5.1 Step 1: Receiving the Grievance

Grievances can be raised through various channels, such as:
- Customer Support Helpline/Email: For customer-related complaints : Id – baaagcandles@gmail.com
All grievances must be logged and acknowledged by the relevant department within 48 hours.

5.2 Step 2: Acknowledgment and Initial Review

Once a grievance is received, the grievance will then be reviewed to assess its severity and identify which department or personnel is responsible for handling the issue.

5.3 Step 3: Investigation

An investigation will be initiated by the responsible team or department. This may involve:
- Reviewing product records, quality control reports, or manufacturing processes
- Interviewing relevant parties.
- Examining any regulatory compliance records
The investigation should be completed within 7 to 10 working days for routine grievances. If the investigation requires more time due to its complexity, the complainant will be informed accordingly.

5.4 Step 4: Resolution and Action

Based on the findings of the investigation, a decision will be made regarding the grievance. This may include:
- Product replacement, refund, or compensation in the case of customer complaints
A resolution or response must be communicated to the complainant once resolved.

5.5 Step 5: Follow-Up and Feedback

After resolving the grievance, the concerned party to be asked to provide feedback on the grievance redressal process.
A follow-up will be conducted to ensure that the resolution has been effective and the grievance has been resolved to the complainant’s satisfaction.

6. Escalation Mechanism

If a grievance is not resolved satisfactorily at the departmental level, the complainant may escalate the issue to the Nodal Officer.
The team will review the case and offer a final resolution within 10 working days of escalation.

7. Confidentiality and Non-Retaliation

All grievances will be handled with the utmost confidentiality. The identity of the complainant will not be disclosed to anyone other than those involved in the grievance resolution process, unless required by law.
No retaliation will be tolerated against any stakeholder for raising a grievance in good faith.

8. Monitoring and Reporting

A quarterly report of all grievances and their resolution status will be prepared by the grievance management team.
This report will be reviewed by senior management to identify recurring issues, assess the effectiveness of the grievance redressal mechanism, and take preventive actions.

9. Legal Compliance

The grievance redressal process will comply with all applicable laws, including but not limited to:
- Consumer Protection Act
- Labour Laws
- Good Manufacturing Practices (GMP)
- Environmental Regulations
If a grievance pertains to a legal or regulatory matter, the appropriate authorities will be notified.

10. Review of Policy

This policy will be reviewed annually or when necessary to ensure its relevance and effectiveness. Any changes or updates will be communicated to all stakeholders.

Approved by:

Rini De

Founder