1. Objective:

Proactive Customer service delivery and customer delight is a key differentiator of the Company. Customer complaints constitute an important voice of customer, and this Policy aims at laying down the framework for minimizing and resolving instances of customer grievances through proper redressal mechanism.

As per Fair Practices Code followed by Vio Shoppy Forum needs to have a Grievance Redressal Policy/Mechanism which should be approved by the management.

The Company’s Grievance Redressal Policy fulfils the following principles:

1. To provide the best customer service support by adhering to laid down procedure;
2. Fair treatment to all the customers.
3. Resolve the customer issues with in the specified TAT.
4. To comply with the regulatory guidelines as required for this function.

2. Definitions:

Grievance/Complaint:A “Grievance/Complaint” is an expression of dissatisfaction with a productor service, either orally or in writing, from a customer. A customer may have a genuine cause for complaint, although some complaints may be made as a result of a misunderstanding or an unreasonable expectation of a product or service.

3. Grievance Redressal Process:

In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication. These modes will be adequately displayed on the notice board of the branch and also on the Company’s website. These channels are:

• Customers can raise a support ticket after logging into their account on our website - www.vioshoppy.com. Our customer support team will respond as soon as possible to resolve your issue.
• Customers can also email us their grievances/request at care@vioshoppy.com

4. Internal Review and Monitoring:

At Vio Shoppy, We have invested in the best-in-class Customer Redressal Mechanism (CRM) system to ensure timely resolution of the grievances. The system captures the complaints; tracks Turn Around Time (TAT) on the basis of the nature of the query/grievance.

Once captured in the CRM system the Customer Service team is responsible for resolution of complaint/ grievance of the customer. Every attempt is made to offer the customer suitable and appropriate alternate solutions wherever possible.