1. Objective
KSAN Industries LLP (“Company”) is committed to providing excellent customer service. This Grievance Redressal Policy outlines the framework for addressing and resolving customer grievances in a timely and efficient manner.
2. Grievance Redressal Mechanism
We have a multi-level grievance redressal mechanism to ensure that your concerns are addressed effectively.
Level 1: Customer Support
For any queries, concerns, or complaints, please contact our Customer Support team through any of the following channels:
- Email: contact@preciousgoldsmith.com
- In-App Chat: Available within the Digital Gold Savings App
- Phone: +91 9933661149
Our Customer Support team is available from [Your Support Hours] and will strive to resolve your issue within 24-48 hours.
Level 2: Grievance Officer
If you are not satisfied with the resolution provided by our Customer Support team, you can escalate your complaint to our Grievance Officer.
Name: Mr.Prakash
Email: resolve@preciousgoldsmith.com
When escalating your complaint, please provide the ticket number generated at Level 1. The Grievance Officer will review your case and provide a resolution within 7 business days.
3. Timelines
Acknowledgement: We will acknowledge your complaint within 24 hours of receiving it.
Resolution: We will strive to resolve your complaint within the timelines mentioned above. If we need more time, we will keep you informed of the progress.
4. Escalation Matrix
| Level | Contact | Resolution Time |
|---|---|---|
| 1 | Customer Support | 24-48 hours |
| 2 | Grievance Officer | 7 business days |