Grievance Redressal Policy

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Grievance Redressal Policy – Kanha Herbs Pvt. Ltd.

Overview

The Grievance Redressal Policy provides a structured process for addressing and resolving complaints from Direct Sellers, Customers, Authorized C&F Partners, and Employees of Kanha Herbs Pvt. Ltd. The purpose of this policy is to ensure that all concerns and grievances are handled in a fair, transparent, and timely manner, safeguarding the interests of everyone associated with the Company.

Definitions

  • Company: Refers to Kanha Herbs Pvt. Ltd.
  • Concerned Person: Includes Direct Sellers, Customers, Authorized C&F Partners, Employees, or any individual associated with the Company.
  • Chairman: Refers to the Managing Director of Kanha Herbs Pvt. Ltd.
  • Grievance: A concern, problem, or complaint related to products, services, work environment, reporting relationships, or direct selling activities raised by a concerned person.
  • Grievance Redressal Officer (GRO): The officer appointed by the Board of Directors to handle and resolve grievances.
  • Grievance Redressal Committee (GRC): The authority responsible for reviewing grievances, monitoring actions, and making final decisions under this policy.

Scope

This policy applies to all Direct Sellers, Customers, Authorized C&F Partners, Employees, and the General Public connected with Kanha Herbs.

  • All grievances will be handled with utmost confidentiality and sensitivity.
  • Whenever possible, grievances should be resolved through open communication and mutual understanding without external intervention.
  • The intent of this policy is to promote healthy relationships, fair practices, and trust between the Company and its stakeholders.

Applicable Laws

  • Consumer Protection (Direct Selling) Rules, 2021
  • Consumer Protection Act, 2019
  • Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
  • Any other law or regulation applicable in India from time to time

Objective

Kanha Herbs Pvt. Ltd. is committed to creating a healthy, productive, and supportive environment where all grievances are resolved fairly, promptly, and without bias. The key objectives of this policy are to:

  • Promote a grievance-free culture that supports trust and transparency.
  • Ensure all complaints are handled with courtesy, respect, and efficiency.
  • Provide a clear mechanism for receiving, addressing, and resolving grievances in a timely manner.
  • Encourage open communication to improve performance and productivity of Direct Sellers, Customers, C&F Partners, and Employees.
  • Build confidence among customers and stakeholders that their concerns will always be taken seriously and resolved fairly.

The System

  • A Grievance Redressal Officer (GRO) shall be appointed by the Board of Directors of Kanha Herbs Pvt. Ltd.
  • The GRO will be responsible for:
    • Hearing grievances raised by concerned persons.
    • Counseling and guiding them to an appropriate resolution.
    • Ensuring grievances are handled with sensitivity, confidentiality, and fairness.

Escalation Process

  • If the concerned individual is not satisfied with the decision of the Grievance Redressal Officer (GRO) within 20 days, they may escalate the matter to the Nodal Officer within 5 days.
  • If the Nodal Officer is unable to resolve the issue, the matter will be referred to the Board of Directors, who will review it within the next 5 days.

Reporting

  • Grievance Redressal Members will first report to the Grievance Committee.
  • The Grievance Committee will then report to the Nodal Officer.
  • A quarterly written report of all grievances and their resolutions will be submitted to the Board of Directors of Kanha Herbs Pvt. Ltd.

Improper Complaints

  • This policy must not be misused for frivolous or malicious complaints.
  • Any individual found knowingly making a false complaint will be subject to disciplinary or corrective action.
  • However, if a concern is raised in good faith, and an investigation finds the concern unfounded, no action will be taken against the complainant.

Appointment of the Nodal Officer

  • A Nodal Officer will be appointed by the Director of Kanha Herbs Pvt. Ltd.
  • The Nodal Officer will:
    • Review grievances that remain pending or unresolved with the Grievance Committee.
    • Counsel the concerned individuals to ensure fair resolution.

Mode of Complaint Filing

As per regulatory guidelines, every Direct Selling entity must have a structured grievance redressal mechanism. Kanha Herbs Pvt. Ltd. allows grievances to be raised through multiple channels, depending on who is filing the complaint.

1. Consumer

Through:

  • Customer Care
  • Grievance Redressal Officer (GRO)
  • Registered Office / Corporate Office
  • Direct Seller

By:

  • Letter
  • Email
  • Phone calls
  • Customer Care Numbers
  • Official Website
  • Direct approach to the Company

2. Direct Seller

Through:

  • Customer Care
  • Grievance Redressal Officer (GRO)
  • Registered Office / Corporate Office

By:

  • Letter
  • Email
  • Phone calls
  • Customer Care Numbers
  • Official Website
  • Direct approach to the Company

3. Employee

Through:

  • Customer Care
  • Grievance Redressal Officer (GRO)
  • Registered Office / Corporate Office

By:

  • Letter
  • Email
  • Phone calls
  • Customer Care Numbers
  • Official Website
  • Direct approach to the Company

4. General Public

Through:

  • Customer Care
  • Grievance Redressal Officer (GRO)
  • Registered Office / Corporate Office

By:

  • Letter
  • Email
  • Phone calls
  • Customer Care Numbers
  • Official Website
  • Direct approach to the Company

5. C&F (Carrying & Forwarding Agent)

Through:

  • Customer Care
  • Grievance Redressal Officer (GRO)
  • Registered Office / Corporate Office

By:

  • Letter
  • Email
  • Phone calls
  • Customer Care Numbers
  • Official Website
  • Through Direct Seller
  • Direct approach to the Company

How to Submit a Grievance

  • Contact Number: +91 92669-80733
  • Email: contact@kanhaherbs.in
  • Letter / Registered Address:
    Kanha Herbs Pvt. Ltd.
    (KANHA HERBS PRIVATE LIMITED UNIT NO 349-352, Easy Workspace, 3rd floor JMD MEGAPOLIS SOHNA ROAD SECTOR-48 GURUGRAM HARYANA PINCODE - 122018)
  • Website: www.kanhaherbs.in

Grievance Redressal Members – Kanha Herbs Pvt. Ltd.

Process for Disposing of Grievances

  1. Initial Reporting: Any grievance received from a complainant will be reported to the concerned department of Kanha Herbs within 2 hours of receipt.
  2. Acknowledgement:
    • A written acknowledgement will be sent to the complainant within 48 hours of receiving the grievance.
    • If the grievance is resolved within 20 days, a resolution letter will also be shared.
  3. Tracking System: Each grievance will be assigned a tracking number so the complainant can monitor the status of their complaint through the Company’s website.
  4. Action by Grievance Redressal Officer (GRO):
    • The GRO will take all reasonable steps to ensure that the grievance is resolved promptly and fairly.
    • The acknowledgement letter will include details of the resolution process and estimated time for closure.
  5. Escalation to Nodal Officer:
    • If unresolved, the grievance will be forwarded to the Nodal Officer, who must resolve it within 5 days.
    • If still unresolved by the 26th day, the grievance will be referred to the Board of Directors for immediate action.
  6. Unresolved Beyond 30 Days: If a grievance is not resolved within 30 days, the Company will inform the complainant of the cause of delay and reasons.
  7. Closure of Grievance: If no further escalation is received from the complainant within 10 days of receiving the Company’s response, the grievance will be considered resolved and closed.

In Case of Delay

  • We aim to resolve every complaint within 30 days of receiving it.
  • If a delay happens due to technical or other reasons, we will inform you by email or phone explaining the reason for the delay.
  • We will also tell you how many more days we expect to need to finish resolving your complaint.

Appeal

  • If you are not satisfied with the decision given by the Grievance Redressal Officer (GRO), you may appeal to the Nodal Officer.
  • The Nodal Officer will review the appeal and respond according to the escalation timelines described in this policy.

Responsibilities of the Customer Service Cell

  1. Log complaints: All complaints received through any channel will be recorded in the Company’s Online Complaint Register by the Customer Care team.
  2. Forwarding: Complaints will be sent to the appropriate person or department for action.
  3. Monitor & follow up: The Customer Service Cell will monitor complaint resolution and follow up with responsible teams to resolve issues, targeting resolution within 7 working days whenever possible. Complaints will be escalated if needed.
  4. Investigate repeats: The team will investigate repeat complaints from the same customer within a quarter and take corrective steps.
  5. Maintain records: The Customer Service Cell will keep a database of complaints received and closed for tracking and reporting.

Notification of Changes

Kanha Herbs keeps this Grievance Redressal Policy under regular review to keep it accurate and current. Any updates will be published on this page. Please check back periodically to see the latest version.

For questions, appeals, or support, contact: contact@kanhaherbs.in