Grievance Redressal Mechanism

The company has established a Grievance Redressal Mechanism to comply with Consumer Protection (Direct Selling) Rules, 2021. This policy is to redress the grievances received from the customers & Direct Sellers of the company in a time-bound manner, thus improving customer service. The Grievances received in person, online or by post are processed and forwarded to the Grievance Redressal Team for resolution/disposal and are monitored and periodically reviewed.

Mechanism of Filing a Complaint

• The complaint in Person: A customer/ Direct Seller can submit a complaint during working hours at the Customer Care Department (CCD) of the company, established in its corporate office, by submitting a written letter and giving full details to the department obtaining an acknowledgement for the same.
• Complaints through post/email: Customers/ Direct Sellers can also submit their grievances by post at the following address or email at grievance@darjuv9.com/grievance1@darjuv9.com by giving complete disclosures and details of the complainant and giving specific instances of the cause of complaint.
  

• The Customer Care Department:

  Company Address: - Darjuv9 Tower 41/35, West Punjabi Bagh, New Delhi-110026, India
  Grievance Redressal Team

  Name: Mr. Parshant
  Mobile Number : +91 85270 80040
  Email ID : grievance@darjuv9.com

  Name: Mr. Vaibhav Singh
  Mobile Number : +91 93118 47258
  Email ID : grievance1@darjuv9.com

• The telephone numbers, complete address and email address etc. are prominently displayed on the www.darjuv9.com website for ease of customer contact.
• Grievances lodged through the web site of the company. Company has introduced a web based mechanism, for lodging Complaints / Grievances by customers. This called Grievance portal ( www.darjuv9.com ) Customers may make use of the said Portal to communicate their grievances.

Grievance Redressal Process

• Any complaint through e-mail/letters/in-person shall be acknowledged promptly after receipt at the company corporate office.
• The Complaints will get registered in the Customer Grievance Register (GCR) maintained electronically and physically and shall include full details of the complainant (name, address and contact details), date of receipt, the fact of the complaint, category of complaint etc.
• After receiving a grievance request, our grievance department will reply within 48 working hours (Counted eight working hours in one working day) by using a support ticket system to follow up case related elements.
• The grievance redressal officer referred to in sub-rule (6) acknowledges the receipt of any consumer complaint within forty-eight working hours and redresses the complaint generally within one month from the date of receipt of the complaint.
• If the complainant is not satisfied with the reply/action/resolution given by Grievance Redressal Committee (GRC), they may directly approach the Nodal Officer of the Company for further action on the same.
• Nodal officer who shall be responsible for ensuring compliance with the provisions of the Act and the Rules made thereunder.

Details of Nodal Officer are mentioned below:

Name: Mr Gladwin David
Mobile Number : +91 93118 47260
Email ID : nodal@darjuv9.com