Grievance Policy

CUSTOMER GRIEVANCE REDRESSAL POLICY
 

We at Klinikals Information Systems Private Limited place our customers at the heart of our Organization and we believe in providing the best experience to our customers.  We strive to deliver our services with maximum precision and commitment and always go an extra mile to ensure that our services are delivered hassle-free and meet the requirements of our customers. We welcome your suggestions and comments and, if you feel we can improve our services, you may contact us through the below referred touch points and we will be more than glad to assist you.

Provided here-in-after is our Grievance Redressal Policy detailing the person to contact and the hierarchy in the event of any issues/ concerns with respect our services. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal.

  • Step 1: Call Centre

You may contact our customer service team at 1800 1212 172 between 7 am and 9 pm from Monday through Sunday, which provides resolution to your queries/complaints via e-mail and Phone. You can also request for a call back to address your query and we would be happy to reach out. We shall resolve your concern within a maximum period of 2 Working days from the date of initiation of complaint.

  • Step 2: Escalation to Customer Relationship Manager*

If your complaints / concerns still remain unresolved, you may contact our Customer Relationship Manager via e-mail by sending your complaint to care@klinikals.com. Our CRM will contact you within 4 working hours from the time of escalating the complaint.

  • Step 3: Grievance Officer*

In the unlikely event that your complaint still did not find a solution, please contact our Grievance Officer at grievances@klinikals.com with details of your interaction with the call center and our Customer Relationship Manager. We will strive to ensure that your complaint gets resolved within 2 working days.

Our Grievance Redressal Policy focuses to improve customer satisfaction by employing certain best practices as outlined below:

  • Sensitizing staff on handling complaints: Our staff undergoes regular training to ensure that

Consumer’s queries and grievances are handled properly. They are encouraged to work in a manner which helps building the consumer trust and confidence. This reflects in both the operations as well as the customer communications.

  • Our customers are treated fairly, at all times.
  • We communicate and inform our customers about the various channels available to them to escalate their complaints, concerns and grievances, in the event they are unsatisfied about the resolution of their complaints.
  • Complaints raised by customers will be dealt with courtesy and on time

*Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.