Grievances Policy

SUMMARY
This policy will be applicable on Saatvika Marketing Services (SMS Bharat) (Herein after referred to as “Company”). Under this, Company offers a possibility for all the individualsto get their grievances registered on the portal and how it can be resolved in the time bound manner.

Preview
This policy covers all such persons connected with company directly or indirectly connected with company this policy also covers general public. This policy provides confidence to all persons that the company is performing its operations keeping in mind the interests of all the person.

Complaint Filling Ways
The regulatory guidelines provide that every Direct Selling entity shall have a structured grievance redressal mechanism.
Accordingly, the grievance mechanism in Saatvika Marketing Services (SMS Bharat)
You may file your grievance through the following modes-

• Customer Care
• Grievance redressal Officer.
• All other branch offices/warehouses – Warehouse in charge shall be responsible to take a complaint.
• Direct Seller

Mechanism followed by the Company for grievances registered

• Regarding all customer related query/ Complaint Company establish grievance redressal mechanism to search in company functions and find out and prevent from restrictive trade practices.
• Grievance redressal mechanism shall acknowledge all consumer complaints within 48 hours of receipt and redress consumer complaints within such period as described above.

Customer grievances can be resolved after follow steps as framed by company
Complaint resolves process supported by following steps:-

• Receipt of Grievance
• Acknowledgement of Complaint
• Notification
• Assessment and addressing the complaint within the time limit
• Reason for delay will be communicated to the complainant.
• Closing the complaint, record keeping, redress and review We will keep comprehensive records about

We will keep comprehensive records about This process
elaborated in detail as under:-

• Contact on Customer service
• Customer service elaboration
• Appointment of Grievance Officer
• Handling of queries

**if any person lodged complaint through company direct selleror company branches than it will be acknowledge by company within 48 hours within from the date of receipt of that complaint by company.

Nodal Officer – Appointment
Nodal officer appointed by board of directors of company. Nodal officer have duty to hear all grievances received from the Grievance Committee and grievance officer of company, which has been unsolved and solved them accordingly.

Grievance committee for handling queries
Company board of directors establish a grievance committee who shall appoint a grievance officer. Grievance committee monitor complete process of complaint resolution and if there are any unnecessary delay than it will take appropriate action to perform this function timely.

Detail of company Grievance officer
Name – Mr. Santosh Kumar Email id – santosh@omail.ai Contact no. – 9534150609

Detail of company Nodal officer
Name – Mr. Santosh Kumar Email id – santosh@omail.ai Contact no. – 9534150609

TYPE OF GRIEVANCES

• For Remove the defective goods
• For Replacement of the defective goods
• For Return of price in case of discrepancy.
• For Discontinue any form of restrictive trade practices.
• For Quality related issue
• For Customer services
• For Discriminating between consumers of the same class Any other grievance related issues.

CHANNELS THROUGH WHICH DIRECT SELLER CAN LODGE THE COMPLAINT
Direct Seller can Lodge his complaint through various Channels. The details of Grievance channels are as under:-

• Direct Seller can Lodge his/her complaint via E-mail (Which is registered in company records at the time of Registration for Direct Seller).
• Direct Seller can Lodge his/her complaint via Phone call on Company`s Customer care numbers.
• Direct Seller can Lodge his/her complaint via Letter/Application by hand.
• Direct Seller can Lodge his/her complaint via another Direct Seller giving him/her Registration ID number.
• Direct Seller can Lodge his/her complaint via Complaint Portal (Which is available in Direct Seller`s Portal).
• Direct Seller will receive a Complaint id after Lodge Complaint.
• Complaint matter will solve within 30 days.
• All complaint matters will solve through company channels (E-mail, Phone Calls, Letters, Solution on Direct Seller` Portal or Direct Seller`s Company visit)
• If Direct Seller has any issues he/she can visit Company`s Office.

DETAILS REQUIRED FOR FILING COMPLAINT

S.NO.	MEANS	DETAIL
1	Phone No.	91-7360074421
2	Email address	smsbharat@omail.ai
3	Website address	www.smsbharat.com
4	Company registered address	B-24, Bandhu Nagar, Birsa Chowk, P.O.- Hinoo, Ranchi-834002, Jharkhand, Bharat

Modifications to this Policy
Company reserves the right to change this policy Notice at any time. If we change this policy Notice we will update the effective date and such changes will be effective upon posting. We encourage you to review the policy regularly.