EFFECTIVE DATE OF THE POLICY

This policy shall come into effect from October 1, 2019

PURPOSE

The purpose of this policy is to outline the processes the Company uses to manage and respond to
Customer grievances. Further, the purpose of this Customer Grievance policy is to provide a
mechanism by which Customers can appeal on issues faced with either the product or the service
rendered by the Company.

Under this procedure, Vendors can request an independent review of the process by Company
personnel outside of the contracting group.

SCOPE

This applies to all employees and to those customers to whom the Company has provided a
quotation or who has placed an order with the company or who has purchased a product or availed
any service from the Company.

BACKGROUND

The Company believes in being fair and unbiased to any customer dealing with the Company. The
Company’s aim is to ensure that customers associated with it have the right to respectful and
responsive services and in case there happens to be any incident by which the Customer is aggrieved
then in such cases the same needs to be addressed in a fair manner and corrective steps taken when
necessitated. It is in this connection that Company intends in laying down a policy and in providing a
clear process to bring the grievances forward and have them resolved in a timely manner

RESPONSIBILITY

Sales Executives, Regional head, National Sales Head, Finance Head and Chief Executive Officer
(CEO).

GUIDELINES

  1. This policy is applicable to those instances: –
    1. where the products are within the warranty period.
    2. where the products are outside the warranty period
    3. where an order has not been delivered.
    4. where a service request has not been attended to
  2. This policy covers instances where the Company has sold a product and the performance is
    not as per the prescribed standards and the product is within the warranty period and the
    Customer feels aggrieved about the same.
  3. This policy covers instances where the Company has sold a product and the performance is
    not as per the prescribed standards and the product is outside the warranty period and the
    Customer feels aggrieved about the same.
  4. This policy covers instances where the customer has placed an order for a product and the
    same has not been delivered by the Company in spite of the Customer having fulfilled all
    formalities/requirements as mandated by the Company.
  5. This policy covers instances where the customer has placed a request for service and the
    same has not been attended to for more than 48 hours.
  6. This policy also covers all other grievances outside the regular contracting process/cycle
    however will not include instances where the Customer has not followed the protocol as
    specified by the Company.
  7. The preferred method for submitting a Customer grievance is through an email or a letter
    being addressed to the

      • Customer Support
      • Rupa Solitaire
      • 1205, Building A-1, Sector 1,
      • Millennium Business Park
      • Mahape, Navi Mumbai 400 710.
      Email – support@atomberg.com
  8. In case an aggrieved party contacts an employee in respect of any grievance, the employee
    shall consult his/her supervisor and/or a member of the Grievance Response Committee for
    further instructions
  9. Any exceptions other than what has been detailed in this policy will be addressed on a case
    to case basis. However, all exceptions need to be approved by the National Sales Head
    before the same can be considered.
  10. The aggrieved party on having become aware of the grievance must log-in/submit the same
    within 14 days of the facts being known which has given rise to the said grievance.
  11. Pursuant to receiving the complaint the Customer Support Team shall forward the same to
    the Grievance Response Committee which shall be led by the National Sales Head and will
    be assisted by the Head Design and the Executive Despatch and other individuals deemed
    necessary or appropriate.
    The National Sales Head shall be the “Team Leader” of the Company’s Grievance Response
    Committee and shall be responsible for managing the process related to the grievance
    investigation.
  12. The Team Leader will contact the aggrieved person in writing (including via e-mail) within
    seven business days after receipt of the grievance with the following

    1. an overview of the grievance process
    2. a request for additional information (if applicable)
    3. an initial timeline for review and resolution of the grievance
  13. The Company’s Grievance Response Committee will be responsible for reviewing all
    appropriate records related to the grievance, such as order placed, issues raised in the
    earlier stages if any and any other applicable documentation related to the grievance. In
    addition to reviewing the data, the Company’s Grievance Response Committee will be
    responsible for interviewing internal personnel as appropriate.
  14. Notwithstanding anything contained in the above the following will not be a valid grievance:
    1. In case the aggrieved party fails to submit the grievance by the deadline specified in
      the policy and/or other minimum requirements essential to investigate a grievance
      such cases shall be ignored and shall not be subject to review.
    2. As a policy the Team Leader shall send 3 written reminders to the aggrieved party for
      submission of data/information essential for conducting the said investigation and if
      in spite of the above the aggrieved party does not cooperate and the said relevant
      data/information has not been received within 10 days from the last written reminder
      sent to them.
    3. Any other matter which in the decision of the Team Leader does not qualify the
      grievance to be admitted
  15. The Company shall provide a written response to the aggrieved party within 60 days of
    receipt of the original grievance indicating disposition of the matter, unless such time period
    has been extended in order to obtain feedback not readily available. However, in any case
    the Company shall dispose of the matter within 90 days of the receipt of the original
    grievance.
  16. In case the aggrieved party is not satisfied with the decision of the Company’s Grievance
    Response Committee the said party can escalate the matter to the Chief Executive Officer
    (CEO) of the Company.
  17. In case the matter is raised to the CEO, the CEO shall call for all papers/documents based on
    which the Grievance Response Committee had arrived at its decision. The CEO shall review
    the entire process along with the said documents and arrive at his decision. In case the CEO
    differs from the decision taken by the Grievance Response Committee s/he shall furnish
    his/her decision to the Grievance Response Committee and the same shall be communicated
    by the Team Leader to the aggrieved party. The decision taken by the CEO shall be final.
  18. Pursuant to the grievance being heard the decisions which shall be taken by the Company
    could be one of the following: –

    1. Uphold the decision of the Grievance Response Committee
    2. Replace the product under grievance
    3. Repair the product free of cost within or without the guarantee period

DEFINITIONS

“Company” means ATOMBERG Technologies Pvt Ltd. (ATOMBERG).

“Employees” means all officers and employees of the Company, including, without limitation, all fulltime, part-time and temporary employees.

“Customer” (aggrieved party) means any organisation or third party that the Company has provided
its products or services in the normal course of business.

0