At M/s Ekvedicherbs, we are committed to maintaining a fair and responsive relationship with our Consumers and Direct Sellers. We strive to provide the best possible service, but in case of any concerns or issues, we have established a structured and efficient grievance redressal system to ensure timely resolution.
Ekvedicherbs fully adheres to the Consumer Protection (Direct Selling) Rules, 2021 and the Consumer Protection Act, 2019, and expects all our Direct Sellers to comply with these laws as well.
We maintain a detailed grievance register to record all complaints received via call, written application, email, walk-in, online grievance cell, or any other mode. Each grievance is assigned a unique reference number for easy tracking, and an acknowledgment is sent within 48 hours of receiving the grievance at our Grievance Redressal Cell. We also record the time taken for resolution.
All grievances are entered into our internal grievance management system, where a unique tracking ID is generated. This ID is shared with the Consumer or Direct Seller via their registered email and mobile number within 48 hours of receiving the grievance.
Consumers and Direct Sellers are advised to retain this tracking ID carefully to monitor the status and progress of their grievance.
We have appointed the following Grievance Redressal Officer:
The Grievance Redressal Officer will make every effort to resolve complaints within 30 days from the date the grievance is received.
If, for any reason, the resolution takes longer than 30 days, the Consumer or Direct Seller will be informed of the delay along with the reason, through their registered email.
If the Consumer or Direct Seller is dissatisfied with the resolution provided, they may approach the National Consumer Helpline, State Consumer Helpline, or seek redress through the appropriate Consumer Forum/Court of jurisdiction.
Ekvedicherbs ensures that all grievance data is reviewed periodically to identify patterns or recurring issues so that proactive improvements can be made in our processes and services.
Any grievance related to unethical behavior or breach of code of conduct by a Direct Seller will be investigated with utmost seriousness, and appropriate disciplinary action will be initiated if required, in line with company policies.
