Grievances Redressal Policy

Welcome to SAMMADHN WEB SOLUTION PRIVATE LIMITED!!! Thanks for using our services (“Services”). The Services are provided by SAMMADHAN, located Basirhat, Westbengal – 743411 India, which is also known as Sammadhan Web Solution Private Limited.

• Sammadhan Web Solution Private Limited has developed a procedure to attend Customer/franchisee grievances promptly with respect to various issues related to services. This is done by setting up an internal three-tier system in the form of "Customer/Franchisee Support" and a grievance redressal mechanism in the form of "Customer/franchisee Grievance Redressal Committee". This Policy is called the "Customer/franchisee Grievance Redressal Policy" and is available on the website of the Company.

Definitions

• 'Company' shall mean Sammadhan Web Solution Private Limited, which is carrying out the business of …………………………………. to Customer/franchisee for buying goods and services through a digital/electronic medium.
• 'Complainant' shall mean the Customer/franchisee who has a Grievance.
• 'Grievance' shall mean communication in any form by a Customer/franchisee that expresses dissatisfaction about an action or lack of action by, or about the standard of service of the Company and/or its representative, in relation to use of Sammadhan Web Solution Private Limited services.
• 'Wallet' shall mean the activated and valid closed wallet and all variants of the same issued by the Company or by a third party.
• 'Redressal' shall mean the final disposal of the Grievance of the Complainant by the Company.
• 'Third Party' shall mean Bank or any other person/company with the help of which Sammadhan Web Solution Private Limited is providing products/services to its customers/franchisee.
• 'Working Day' shall mean any day (other than Sunday & Public Holiday or Holiday decided by the company) on which the Company's Corporate Office is open for business.

In today’s competitive era and constantly evolving business practices, we at Sammadhan Web Solution Private Limited take pride in keeping our customers/franchisee at the center of all our strategies and initiatives, and are committed to delivering the best in class customers/franchisee services to all our existing and new customers/franchisee at all times.

As a service organization, we promote "Excellence in Delivery"; hence feedback from our valued customers/franchisee forms an integral part of all decisions taken by the organization. The feedback provided by our customers/franchisee is treated as an asset to the organization, evaluated, and customized to improve our products and services.

In line with the efforts to deliver the best, Sammadhan Web Solution Private Limited certified itself with an ISO certification ISO 9001:2008, applicable for the service industry, and utilizes the standards to govern our day-to-day activities for a smooth and hassle-free service experience to all our customers/franchisee.

This policy document aims at communicating the various mechanisms available to our customers/franchisee to reach us. Our service guarantee and timelines by which we try to ensure solutions to our customers/franchisee concerns.

Our Principles

• Customers/franchisee remain the Key to all initiatives and strategies developed by Sammadhan Web Solution Private Limited.
• A "Satisfied (Delighted)" customers/franchisee is a necessity for business growth and survival.
• Our customers/franchisee and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.
• We endeavor to simplify our customers/franchisee life through our unique services, innovative ideas, and product offerings.
• We constantly evolve and invest in our grievance redress system for seamless service delivery.

Our Promise

• All grievances will be dealt with promptly and courteously.
• We promise to resolve any or all issues faced by our customers/franchisee effectively and within the communicated time frame with our full resources.
• All Service Level Agreements and turnaround time for each third party transaction would be communicated by the time with our full resources.

The company has a dedicated customers/franchisee center under the customers/franchisee Service Department to manage queries and ease out grievances, if any.

We Value Your Feedback

All customers/franchisee have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.

The customers/franchisee can send in their Queries, Requests or Complaints in the following ways:

• Over Phone: Customers/franchisee Support Centre: Customers/franchisee may call us on +91 9883287714. All Particular Service-wise Contact no. is available on www.samadhanweb.in, or on www.swscsp.co.in (Call Charges may apply), between 09:30 AM to 7:30 PM, 6 Days working (Emergency Holidays declared by Management, Sunday & National Holidays excluded).
• Over Email: Send us an email on help@samadhanweb.in
• For Customers: Contact us section: Customers can choose the contact us section on our website www.samadhanweb.in and click on Complaint & Suggestions.
• For Franchisee: Ticket Support section: Franchisee can choose the ticket support section on their franchisee login panel www.swscsp.co.in or using the Help Support option in the APP (Android phones).

These mechanisms are dedicated to redressing customers/franchisee complaints, providing online solutions wherever possible, and capturing valuable feedback regarding our services. On receiving customers/franchisee feedback, our executives would contact customers/franchisee and ensure that all grievances are redressed as per the predefined Service Level Agreement as communicated below.

If the complaint is not resolved within the given timelines or the response is unsatisfactory, the customers/franchisee can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.

Note: Escalations without a complaint reference number will not be treated as complaints.

Customers/franchisee Resolution Timelines

Acknowledgement of Grievances

Customers/franchisee support team will acknowledge the grievance immediately on the receipt of complaint in the form of:

• Auto response in case of Emails or Contact us section, or by raising a ticket Or Answering telephonically by concerning the staff.

In all the scenarios a reference number would be provided for all future communications around the particular complaint.

• The customers/franchisee will also be kept informed on the progress towards the final resolution, or would be communicated if any delay occurs.
• All complaints would be resolved based on the customer/franchisee ticket issue resolution.

Customers/franchisee Grievance Redress Escalation

As "customers/franchisee’s Satisfaction” is our priority, we are committed to provide Best Service Solution Experience to all our customers/franchisee. We extend a level 2 escalation matrix to all our customers/franchisee.

Escalation: Level 2

If following problem persists then Level 2 committee comes into work, i.e.

• Resolution provided by Level 1 executives does not resolve the ticket issue.
• Behavior of any representative or staff member found harsh towards any customer/franchisee by Sammadhan Web Solution Private Limited harassment committee at Sammadhan Web Solution Private Limited.
• Breach in the above mentioned Service Level Agreements or timelines.

The customers/franchisee may choose to escalate the concern using the below mentioned methods:

Write to us at:

Grievance Redressal Committee Or Head-Public Relations
Sammadhan Web Solution Private Limited,
Basirhat
Westbengal, 743411

or

Email ID: help@samadhanweb.in

The functions of the Committee are as under:

• The Committee will address the grievance of the customers/franchisee if issue of ticket has not been resolved by customers/franchisee Support.
• The Committee will be responsible for ensuring timely and effective implementation of all regulatory requirements regarding customers/franchisee service.
• The Committee shall have right to ask for all records from the customers/franchisee Support and from customers/franchisee.
• The Committee will look into the simplification of procedures and practices prevailing in the Company with a view to safeguarding the interests of customers/franchisee of the Company.
• The Committee will endeavor to proactively advise the customers/franchisee Support on pending complaints.

All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty-eight (48) working hours up to a max of seven (7) days. In cases pertaining to third party transactions the timeline can be extended.

Escalation: Level 3

In case the issue of ticket still not resolved by the resolution provided or delay in response beyond the timelines communicated even after following the escalation steps at Levels 1 & 2 respectively, the customers/franchisee can escalate the concern to the highest level by:

Write to us at:

or

Email ID: help@samadhanweb.in

Our all communications will be only telephonic/emails/WhatsApp/electronic media, no letter etc post/courier will be entertained by the company.