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Policy on Customer Complaints and grievance handling mechanism

Policy on Customer Complaint and Grievance handling mechanism

Introduction:

CSQM is a Joint Venture of Coromandel International Limited and Soquimich European Holdings B.V., engaged in manufacturing and marketing of Specialty Plant Nutrition Solutions. It intends to stand for its core values - Ethics, Respect, Openness and Trust, Customer Satisfaction, Environmental Health and Safety Responsibility and Operational Excellence.

Purpose of the Policy:

In the present scenario of thick Competition, excellence in customer service is the most important tool for sustained business growth. Customer complaints being a major part of the business life of any organisation, are ought to be handled very diligently. Our Organisation believes that providing prompt and efficient service is essential not only, to attract new customers, but also for retention. In order to achieve the highest level of customer satisfaction, we are aimed to put in place an effective policy on Customer Complaint and Grievance handling mechanism. (Hereinafter referred to as “Policy”).

A complaint is an expression of dissatisfaction with a product or 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. How a complaint is handled will affect the overall level of customer satisfaction. Complaints can also be used as feedback mechanism for bringing about improvement in services. Customer Complaint Handling Policy has been formulated in line with the best practices in the industry.

A written complaint handling policy is a good way to ensure that complaints are taken seriously, and dealt with appropriately and consistently. It also helps to support internal management strength of the organisation, so be sure they understand the policy.

This policy document aims at minimizing instances of customer complaints through proper products / service delivery and review mechanism and to ensure prompt redressal of customer complaints.

The policy document would be made available to all its customers.

The policy broadly strives to ensure that:

  • 1. To provide customer an opportunity to communicate their complaints and grievances.
  • 2. Assimilation of Complains and Grievance for improving on service quality.
  • 3. Allow customers to share their experience with us.
  • 4. Aim to make better client servicing mechanism.
  • 5. Customers to be treated fairly at all times.
  • 6. Complaints raised by customers are dealt with courtesy and on time.
  • 7. The policy on Customer Complaint Handling aims to reiterate the Organisation’s core value.

2) Applicability

This policy is applicable to all Factories, Departments operated from Registered and Corporate Office and its personnel involved in functioning of operations of the organisation.

3) Salient features of the policy:

  • 1. All complaints will be registered through email / any other written form.
  • 2. All complaints shall be monitored and marked as closed only after giving reply/resolution to the customer grievance.
  • 3. The Customer Complaint Handling Policy is accessible to all on our website and also available at registered office & at our factories.
  • 4. The Customer Complaint Handling policy will be made available free of charge upon request.
  • 5. Improve processes and systems towards better customer experience by taking cognizance of customer feedback and Complaints.

4) Types of Complaints and Grievances and its priority level:

The customer complaint arises due to:

  • a. Quality issue in product or packing material, which is not as per agreed parameters.
  • b. Issues related to information on pre/ post sales (Accounts / Other admin related transactions).

CSQM as defined above areas of business and related activities, where client complain and grievances can be registered. The purpose of providing the tool to register their complain and grievance to improve on service, but also to minimize its impact on the reputation of the Organisation.

SI. No.

Complains and Grievances related to

Priority level (H/M/L)

1

Product / packing Material

H

2

Transactions (Accounts/ Admin/ Other)

M

3

Employee behaviours

M

4

Pre and Post related information’s

M

5

Collection practice

L

5) Complain and Grievance handling procedure

Escalation Matrix

Complain and Grievance related to

Priority Level (H/M/L)

Escalation level

Escalation

Description

Timeline to resolve

Product/ packing Material

H

1

Customer care no. /Email/FAX/Letter

Call or Write to customer care no. if your grievances are not addressed by the staff/employee.

The complainant will receive an acknowledgement within 2 working days and the complaint will be redressed within 10 working days*, from the date of receipt of the complaint.

Transactions (Accounts/ Admin/ Other)

M

Employee Behaviour

M

Pre and Post related Information’s

M

Collection practice

L

 

 

2

Business Head

Call or Write to the business Head, If response is not satisfactory and grievances persists/remains same.

Business Head will respond within the period of 7 working days* of receiving your communication.

*In case issue is not address within 10 days / 7 days due to technical reasons, the same would be intimated to the party and try to identify the root cause at the earliest.

If the customer complaints are redressed within next working day, organisation need not include the same in the statement of complaints. All employees will be made aware about the complaint handling process.

6) Customer care or Helpline No

  • 6.1 CSQM has dedicated phone number 040 27842034 (210) as a customer care no or Helpline no. to receive feedback and respond to client concerns during the working hour 10 AM to 4.30 PM.
  • 6.2 Email to dedicated email id: info@coromandelsqm.murugappa.com

To facilitate faster and complete resolution of complaints, the complaint letter / email should contain:

  • a) Complainant’s name, address and contact details (e-mail id, phone / mobile numbers etc.).
  • b) Details and nature of the complaint.
  • c) If any, prior to lodgement of the complaint.
  • Copies of supporting documents like RFCL reports, photographs, Batch No’s, Month of manufacture etc

6) Record Keeping

The record of complaints would be maintained for a minimum period of three years from the date of their resolution in a format as attached herewith as “Annexure 1”.

Customer’s feedback sheet will also be preserved for internal assessment. The format of feedback sheet is attached herewith as “Annexure 2”.

The above mentioned records will be maintained by a notified person as may be identified the Business Head from time to time.

7) Review of Policy

This policy will be reviewed at annual intervals.

The policy would be available on Company’s website, at registered office and at factories. All employees of the organisation have been made aware of this policy.