Grievance Policy

Customer Grievance Redressal Policy

In the present scenario excellence in customer service is the most important tool for sustained business growth. At Asquare service we truly believe in providing best in class services to our customers. We aim to understand both our strengths and dissatisfies from our customer's point of view and work across our business units to meet their needs.

This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances and refund in cases not fit for redressal.

Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.

Asquare Services India’s policy on grievance redressal and refund follows the under noted principles:

  • Customers must always be treated fairly
  • Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy.
  • In cases where redressal is not possible, refund of the amount paid by the customer at the earliest

 

Asquare Services takes pride to address all complaints/concerns brought to our attention by our customers and also understand the importance to understand, classify & differentiate complaints from queries. The policy clearly defines the two.

Complaint

A complaint may be defined as "An expression of dissatisfaction made to an organization, related to its products and services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected” A complaint may be expressed in person, over the telephone or in writing

Query

A query can be defined as a question, often expressing doubt about something or looking for an answer from an authority. A query is:

  • A form of questioning, in a line of enquiry
  • In nature of a request for information or guidance
  • Where there is an expectation from the customer – for data / clarification.

 

At Asquare Services we would like to assure you of the best of our services at all times.