1. Objective
The objective is to provide customers with an accessible, transparent and documented mechanism for submitting, tracking and resolving complaints.
2. Channels
Customers may contact the organisation through customer@parvatimicro.com, support@parvatimicro.com or the official customer-support contact details published by the organisation.
3. Complaint Process
- Complaint received and recorded with date and available customer details.
- Complaint acknowledged and assigned to the responsible function.
- Relevant records and facts reviewed.
- Resolution or response communicated to the customer.
- Unresolved matters escalated under the approved internal escalation process.
4. Escalation
Where a customer is dissatisfied with the initial response, the complaint may be escalated to the designated grievance officer/management authority identified by the organisation. The organisation should publish the current escalation contact on its website and customer documents.
5. Records
Complaint records, correspondence, investigation notes and resolutions shall be retained for the period required under applicable law, regulatory requirements and the organisation's record-retention schedule.
6. Non-Retaliation
No employee or representative shall retaliate against a customer for making a genuine complaint or requesting clarification.