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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 “Frugana Business Owner (FBO)”.
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).
The consumers / FBO can register their complaints through the website at the following e-mail IDs:-
Grievance Redressal Manager (GRM)firstname.lastname@example.org
Relationship Manager (RM)email@example.com
Contact Number:96446 26847
The Consumer FIRST: Service, Quality, Discipline, and Teamwork
The major objective of the GRC is to provide smooth services to all our FBOs 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.
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.
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.
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.
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
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.
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.
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.
Recording and tracking of interactions
An auto acknowledgement by ‘SMS’ will be sent to the customer’s registered mobile number after the 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).
The distributors can track the status of their grievance on the company’s website.
The company shall send the customer a written response which offers redressal of the grievance or rejects the complaint justifying the same.
The complaint will be considered as closed if any of the below mentioned scenarios are met:
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
The Grievance redressal procedure is published on the website in accordance with the authority’s guidelines.
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.
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