Alliance Network Private Limited (herein after referred as "our" or "we" or “us”), strongly believes in a sincere and transparent approach to its users. You trust and love us, and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review, and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery.
Alliance Network is setting up a Pan-India presence and there are various teams categorized according to different work locations and hierarchies. The various team including the Sales, Stock, Central Deployment, ME Setup, Customer Support & Operations are jointly responsible for handling the customer service requests registered at the first instance and ensuring the customer services are delivered within the desired SLA and timelines. The customer services and operations relate to various service requests including but not limited to the New POS / Soundboxes Installations, DE installations, Re-Installation, and Upgrade or handling Post Deployment Support issues like Paper Roll Dispatch, PRS/Network Connection Issue, and Hardware Damage etc.
A Customer Complaint is an expression of dissatisfaction from a customer, requiring a response, about business activities performed by us. A Customer is the focus of the organization’s products, services and people and an organization’s growth is largely dependent on the satisfaction of the Customer.
This policy outlines a structured grievance redressal mechanism to inform customers about the various channels available to them to escalate their complaints with respect to any grievances arising from availing the services of Alliance Network.
There are various channels, where a customer can lodge his/her grievance - in person, by telephone, through website & email. If a complaint received by any of the above channel are not resolved within the prescribed time frame or he/she is not satisfied with the resolution offered, he/she can approach our Service Head through email/ call and if still not satisfied by the response he/she can approach Grievance Nodal officer appointed by us.
In case, the Customer is not satisfied with our response/ resolution, he/she can reach to Ombudsman with his/her complaint or resort to other legal avenues for grievance redressal.
Alliance Network policy on grievance redressal is governed by the following principles:
• Customer shall be always treated fairly.
• Complaints or concerns raised by customers shall be attended with an open mind, with courtesy and in timely manner.
• Customers are provided with effective and satisfactory resolution within an acceptable time.
• Customers are fully informed of avenues to escalate their complaints / grievances within the organisation and their rights to alternative remedy if they are not fully satisfied with the response to their complaints.
• We will take care of all complaints efficiently and fairly as they value each user.
• All employees at Alliance Network must work in good faith and without prejudice to the interests of the users.
We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels offered. Since we are dealing with humans, a lot of grievances can arise due to the actual errors across the system.
Users have complete authority to file complaint/ share feedback if they are disappointed by services rendered by Alliance Network. They can give their complaint/ feedback in writing, email, or on website. If user’s dilemma is not resolved within the given time or if they are not satisfied with the solution provided by us, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal.
In order to make our redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.
The user acknowledges that the Grievance Redressal Policy contained herein has been explained well to the user and the user has understood the contents thereof.
At Alliance Network, the users’ experience is what we deliberate and focus on. This is why we listen and take the time to know our users and take their concerns seriously. If a user has found our experience simple and incredible, we know we are doing something worthy.
However, when a user is concerned or has genuine complaints, we do everything we can to fix it and make it right.
There are regular trainings for the staff to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the consumer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.
a. Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint through any of the modes. However, in case of any trouble faced by the customer in lodging an appropriate complaint, the Company shall endeavour to provide guidance to the customer in this regard.
b. Customers can write to us at E-MAIL ID: support@alliancenetworkcompany.com or can call us at: +911203584948.
c. They can also go to our website or merchant portal and click Contact Us to submit their query along with the Merchant ID.
d. Upon raising a complaint in the manner provided above, the customer shall receive acknowledgement and customer reference number of having received the complaint, within 24 hours of receipt of complaint via email.
e. Company shall send its first response / acknowledgement towards resolution of the complaint within 2 working days of the receipt of complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint. Maximum time to resolve the complaint would be 10 business days from the date of lodging the complaint.
f. In case the complaint is not resolved, or customer is not satisfied with the resolution he may escalate the complaint as under –
A. In the event that the customer does not receive a proper response, within 10 business days of lodging the complaint, it may approach the Customer Service Head @ cs.head@alliancenetworkcompany.com.
B. The Customer Service Head shall send his/her final response to the customer within 15 business days lodging the complaint. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
With this multi-layered and robust grievance redressal mechanism, Alliance Network Company not only focuses on redressal but also ensures that the gaps in process are identified and are rectified at grass root level.
1. Review the grievances received and resolve in co-ordination with departmental heads.
2. Liaise with respective functions for speedy closure of complaint.
3. Regularly review and suggest revisions (if needed) in the grievance handling procedures for Alliance Network Company
4. CS Head would share findings and relevant gaps in the existing processes and work with process owners to put in place corrective actions.
5. To ensure that the Grievance Redressal Team is promptly handling all grievances received.
6. Simultaneously, Grievance Cell logs an interaction in CRM.
a. In the event that the customer does not receive a proper response, within 15 business days of lodging the complaint, it may approach the ‘Assistant Nodal Officer’ of the Company, at the following contact details: Assistant Nodal Officer E-Mail ID : grievances@alliancenetworkcompany.com b. The Assistant Nodal Officer shall send his/her final response to the customer within 20 business days of lodging the complaint. Such responses may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension.
a. In the event that the customer does not receive a proper response, within 20 business days of lodging the complaint, it may approach the Nodal Officer of the Company, at the following contact details: Nodal Officer E-Mail ID: nodalofficer@alliancenetworkcompany.com b. The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extensions.
Guidelines for handling grievances / complaints of Customer has been put in place as below to ensure adequacy of response, response time, prompt closure, entry into a tracking system and analysis of recurring issues and trends.
• While handling the complaints record keeping requirements and local laws and regulations must also be adhered to. All Customer interaction related to the complaints/ request should be preserved for future reference as per the System of Alliance Network. All complaints/grievance are recorded in our Customer Relationship Management (CRM) system.
• Timelines are defined for the resolution.
• Close looping is done by communication of resolution to the Customer.
• CRM is updated with every communication – i.e. email/Call to the Customer
• Periodic reporting and review by senior management
• Analysis of recurring issues and trends
Note: The customers can raise a complaint along with the TID/MID/VPA or the Device Serial number so that our team can track the transaction and provide the possible resolution from our end as early as possible within the given TAT.
| Level 1 | Customer Support Team | 10 business days of receipt of complaint |
| Level 2 | Customer Service (CS) Head | 15 business days of receipt of complaint |
| Level 3 | Assistant Nodal Officer | 20 business days of receipt of complaint |
| Level 4 | Nodal Officer | 30 business days of receipt of complaint |
* The aforesaid TAT shall be complied by Alliance Network to the extent applicable and may get affected due to dependencies on external factors or third parties which are beyond control of Alliance Network.
This document will be reviewed annually by the Regulatory-Compliance team of Alliance Network. In case, any changes are approved, the same will be made available to staff / concerned personnel / contractors
