Grievance Redressal Policy

The Grievance Resolution and Refund Policy established by Foodlicenseportal.org is dedicated to providing exceptional customer support and ensuring our customers connect to the right experts, which is paramount for the sustainable growth of our business. We firmly believe in offering the best services to our clients, but we also understand that sometimes things may not go as planned, leading to grievances or complaints.

To address such situations promptly and efficiently, we have put in place a robust grievance redressal mechanism. This mechanism is designed to offer our customers a hassle-free way to register their complaints and seek resolutions as quickly as possible.

Our Principles

Our Grievance Resolution and Refund Policy align with Rule 5 (9) of the IT Rules, 2011, and are based on the following principles:

• Fair Treatment: We believe in treating our customers fairly and with utmost respect throughout the complaint resolution process.
• Informed Options: Customers are fully informed about the avenues available to escalate their complaints or grievances within our organization and their rights to seek alternative remedies.
• Refund Policy: In cases where a resolution is not possible, we ensure that refunds of amounts paid by the customer are processed at the earliest.

Complaints vs. Queries

We have clearly defined the distinction between complaints and queries in our policy document:

• Complaints: These are expressions of dissatisfaction related to our services or the complaints-handling process itself, where customers expect a response or resolution.
• Queries: These are requests for information or guidance, often expressing doubts or seeking clarifications. Customers expect data or explanations in response to their queries.

Resolution Process

Upon submitting a grievance, you will receive an acknowledgement or ticket within three working days, containing important details such as the date of receipt, a unique grievance number, the expected resolution date, and contact information for tracking purposes. We endeavor to resolve complaints within 30 days from the date of receipt.

When a Complaint is Considered Closed

• We have fully addressed the complainant's request.
• The complainant has accepted our response in writing.
• The complainant has not responded to us within 8 weeks of our written response.
• The Grievance Redressal Officer certifies that we have fulfilled our contractual, statutory, and regulatory obligations, closing the complaint.

Transparency and Review

To promote public awareness, we publish our grievance redressal procedure on our website. To ensure transparency, we maintain records of complaints for a minimum period of 1 year from the date of resolution.

Periodic reviews of this policy are conducted to consider internal factors, such as changes in organizational structure or offered products and services, as well as external factors, including legislative changes or technological innovations.