• Have any question?
  • Phone +91 - 0674 – 2548545/2548644, +91- 8018564193
  • info@healthius.in
  • www.healthius.in

GRIEVANCE REDRESSAL MECHANISM

NATIONAL GRIEVANCE REDRESSAL BODY
Customer Care No. +91 - 0674 – 2548545 / 2548644
Email id: info@healthius.in, customercare@healthius.in, support@healthius.in
Website: www.healthius.in

1. Customer / Direct Seller can make Grievances in either of the mentioned modes Calls / Written Application / Email / Walk-in / Online Grievance Cell, etc.

2. Grievances received will be feeded into the internal Grievance software. A unique track Id will be generated against the all the Grievances and is intimated to the customer / direct seller on his / her registered Email Id and Mobile Number.

3. Customers / direct sellers need to keep the unique track Id secure with them in order to take follow-up against the Grievance.

4. At first instance Grievance is handled by the executive of the customer care team. The executive has a period of 15 working days to resolve the issue. In case executive is unable to handle the problem / grievance up to full satisfaction, the software escalates the issue to the next level of Grievance redressal committee.

5. The committee will meet on a 15 day period (On 15th and 30th Calendar day of every month). All pending grievances will be disposed offby the committee in these meetings. If the grievance is not resolved within these 15 days, the grievance will be forwarded to next 15 day period and same will be intimated to the customer / direct seller.

The Company reserves the right to change the officers so appointed at any time. Please check the website on a regular basis to know the current officers in your area.

FOR DIRECT SELLERS/ INDEPENDENT REPRESENTATIVES AND MEMBERS OF GENERAL PUBLIC

Any person aggrieved by the action of any Direct Seller of the Company or for any issue relating to the Products of the Company can approach the State Grievance Redressal Officer or the National Grievance Redressal body. The concerned Grievance Redressal Officer shall attempt to solve the issue to the satisfaction of the Person within 15 days from the receipt of such Grievance. In case the matter is not resolved to the at the level of the State Grievance Redressal Officer within 15 days of filing the grievance before the appointed authority, the same shall be escalated by the State Grievance Redressal Officer or by the person who has so filed the grievance, to the National Grievance Redressal Body.

The National Grievance Redressal Body shall upon receiving the grievance either directly or through the State Officer, shall strive to solve the matter as expeditiously as possible as but not later than 45 days from the date of the receipt of the Grievance by the State Officer or the National Body.

PROCEDURE TO BE FOLLOWED BY STATE GRIEVANCE REDRESSAL OFFICER

The State Grievance Redressal Officer shall follow the said procedure to resolve the grievance received from the Direct Seller, Consumers or the Members of the general public:

  • The State Grievance Redressal Officer shall keep a register of grievances received.
  • The said register shall contain the complete details including address, mobile number etc. of the person raising the grievance and also the complete details of the Grievance raised.
  • The Officer shall also note complete details of the person/company/officer against whom the grievance is raised. The Officer shall note the email ID of Complainant and shall use the same to communicate the status of the Complaint to the Complainant.
  • The Officer shall generate a unique Complaint ID and communicate the same to the Complainant at the time of receiving the Complaint. The Officer shall use the said Complaint ID to communicate the updates of the Complaint to the Complainant. The format of the Complaint ID shall be +
  • That the Officer shall call for information and do all things necessary to solve the grievance of the Complainant. In case of a dispute between Direct Sellers/Independent Representatives, the Officer shall call the concerned people to a neutral place and attempt to mediate to solve the issue to the satisfaction of both the parties.
  • That in case the Officer is unable to solve the Complaint raised within 15 days from the date of receipt of such Complaint, the Officer shall communicate the details of the Complaint to the National Grievance Redressal Body for further action.
  • That the Officer shall send an excel report on a monthly basis to the National Grievance Redressal Body to apprise them on the Complaints received and actions taken in each complaint.

PROCEDURE TO BE FOLLOWED BY NATIONAL GRIEVANCE REDRESSAL BODY

  • The National Grievance Redressal Body can receive complaints from the Complainant i.e. Direct Seller/ Customer/ Persons of general public, directly or through the State Grievance Redressal Officer.
  • The National Body shall keep separate registers for direct complaints and complaints received through the State Officers. That the National Body shall issue a Complaint number to the Complainant in case of complaints received directly. The format of the Complaint number shall be +”/”+
  • That the National Body shall in the register, note the complete details including address, mobile number etc. of the person raising the grievance and also the complete details of the Grievance raised. The National Body shall also note complete details of the person/company/officer against whom the grievance is raised. The Officer shall note the email ID of Complainant and shall use the same to communicate the status of the Complaint to the Complainant.
  • That the National Body shall call for information and do all things necessary to solve the issue raised in the Complaint.
  • The National Body may if necessary call all parties to the grievance for personal hearing after asking them to submit their stand in writing.
  • The National Body shall do all things necessary to solve the grievance of the complainant within 45 days from the date of receipt of such Complaint.