Frugana Grievance Redressal Cell (GRC)

Frugana Grievance Redressal Cell (GRC) is a consumer solution centre established by Frugana Health Care Private Limited under the guidelines of Ministry of Consumer Affairs, Food and Distribution, Department of Consumer Affairs vide F.No. 21/18/2014-IT (Vol-II) dated 9th Sept., 2016. This cell registers grievances / requests / queries of consumers which may be related to the business, management, staff, sponsor, franchise, products, seminars and events or anything which are directly or indirectly related to Direct Sellers whom we recognize as the “Mission Herbal Distributor (MHD)”.

Grievance Redressal Cell& Its Members

It is a team of experienced professionals having very good experience of soft skills, good communication skills, software knowledge, MLM business, products, training, operation, business development, legal, and various other fields related to the consumers. It is a team of heads of the various departments headed by the President & CEO Mr. Hemant Kumar Siddhanttam as the Grievance Redressal Officer (GRO).

Members of the GRC Team

1. Grievance Redressal Manager (GRM)
2. Relationship Manager (RM)

The consumers / MHD can register their complaints through the website at the following e-mail IDs/ MHD Dashboard:

Our TOP Priority

The Consumer FIRST: Service, Quality, Discipline, and Teamwork

Objective

The major objective of the GRC is to provide smooth services to all our MHDs and associates by facilitating them to register their complaint, feedback, suggestions, or any kind attention for better functioning of the company as well as their network business.

Grievance Redressal Procedure

Service delivery standards

Company has defined its ‘service delivery standards’ for its core service delivery processes in line. This would provide as a base to categories a customer interaction as query, request, critical request or grievance. The details on service parameters and the turnaround time are available on the website of the Company.

Categorization on Customer interaction

1. Query

   Direct Seller/Applicant/Prospect contacts the Company primarily for information about the products and/or its services and/or follows up on a status of a particular request within the stipulated regulatory time frame

2. Requests

   The Communication received from a Direct Seller/Applicant/Prospect soliciting a service such as a change or modification in the Distributor portal/requests for statement

3. Grievances

   A Grievance is defined as any communication from customer that expresses dissatisfaction about an action or lack of action, about the standard of service /deficiency of service of a Direct Selling Company and/or any intermediary or asks for remedial action

Consideration for the Grievance

1. Any lapse in the service. Service as defined in the Company’s ‘Service delivery standards’ document which are in line with regulatory guidelines.

2. Complaints received from grievance Redressal on website

3. Complaint arising due to the lack of action from previous request / critical request.

While offering a resolution on the ‘grievance’ to the Customer, the Company shall inform the complainant about the Grievance Redressal Mechanism on how he/she may pursue the complaint, if dissatisfied.

1. Critical Request A critical request is defined as a transaction expected from the Company which has been fulfilled as per regulatory guidelines and in line with the Company’s ‘Service delivery standards’, however the Customer does not acknowledge the same. These cases would be categorized as “Critical Request” for re-execution of the transaction/request. This segment would be tracked for continuous improvement of processes.

Classification of Customer Interaction

All Complaints/Grievances will be classified in accordance with the guidelines provided by the Authority. A user friendly classification scheme is introduced covering all the categories prescribed by the guidelines. The FIFO for each classification is also formalized as per the guidelines provided by the Authority.

Procedure

Recording and Tracking of Interactions

1. All interactions are captured in a centralized Customer Relationship Management (CRM) system.

2. A unique reference number/ Ticket No. Shall be generated for every interaction.

3. The system will generate the solution time on the basis of categorization and classification of problems /queries.

Acknowledgment

An auto acknowledgement by ‘SMS’ will be sent to the Customer’s registered mobile number afterthe registration of grievance. It will contain Ticket number which is the reference number for further communication. The method of solving the grievance / complaint / query /request is based on FIFO Method (First In First Out).

Time frame for response

1. The FIFO for resolving grievance would be as defined in the guidelines for Grievance Redressal by the Regulator.

2. FIFO : Within 30 days of registering grievance

3. In the event of failure to comply with aforesaid timelines, the Customer shall be informed of the reasons and the revised timeline for resolution.

4. Internally, the FIFO laid down by the Authority are adopted and mechanisms are put in place to ensure adherence to the FIFO time assigned to each Category

Tracking of Complaints Status

The Distributors can track the status of their grievance on the Company’s website.

Complaint Resolution

The Company shall send the Customer a written response which offers Redressal of the grievance or rejects the complaint justifying the same.

1. Where the Company has resolved the complaint within 3 business days, the acknowledgement will be sent as part of the resolution communication which shall contain the name and designation of the officer who has dealt with the grievance.

2. Customer shall be informed on how to pursue the complaint by making available the Grievance Redressal Procedure in case he/she is dissatisfied with the resolution along with timeframe (4 weeks) to respond in case of disagreement.

3. Closures have been clearly defined and documented for all processes internally.

Complaint Re-opening

1. If the Customer approaches the Company within 30 days or before grievance disposal after the grievance disposal, the original ‘grievance’ interaction will be reopened.

2. The grievance representation will be reviewed thoroughly. The officer will assess Customer’s feedback along with the basis of the stand taken by the Company while resolving the grievance.

3. The suitable resolution will be provided to the customer within 15 days after reviewing the facts.

Closure/Disposal of Complaint

The Complaint will be considered as closed if any of the below mentioned scenarios are met:

1. The Company has acceded to the request of the complainant fully.

2. If no reply is received from the Customer within 30 days of response then the complaint will be auto disposed as per the Company policy

3. GRO has certified that the Company has discharged its contractual, statutory and regulatory obligations

System Requirements

The customer has the facility to log a grievance online and track the status of his grievance.The Company’s CRM systems are compliant with Direct Selling Guidelines of 2016 MCA

Publicizing Grievance Redressal Procedure

The Grievance Redressal Procedure is published on the Website in accordance with the Authority’s guidelines.

Enabling front line teams (Training)

The company has defined regular training interventions to develop soft skills, process knowledge and understanding of regulatory requirements for the front line customer service executives.

A segmented approach is followed for devising a training plan on the basis of vintage and seniority of the employee. The company ensures that the team attends the grievance module once in a year or as per requirements.

Training programs to enhance knowledge on regulatory and process related to Policyholders’ protection are provided by the Company through e-learning modules.

Process Improvements

The complaints would essentially provide valuable insight into areas of improvement within the Company’s internal processes and procedures (including automated processes) that impact the Company’s ability to conduct its business efficiently and successfully.

The grievances/complaints received shall be analyzed to

1. Identify and extract issues that concern the Customer.

2. Map processes of handling the issue, determine if the current process is followed optimally.

3. Identify root cause of complaints and erring units, if any.

4. Initiate process changes, if required.

5. Track the impact of process changes.