B 78 Sector 60 Noida 201301 UP India
(+91) 9711678000
[email protected]

1. Purpose of the Grievance Redressal Policy

The purpose of this Grievance Redressal Policy ("Policy") is to provide a structured and fair process for addressing grievances raised by customers ("Users") regarding the products and services provided by Entercap, either directly or through our registered service providers. The Policy aims to resolve complaints promptly, efficiently, and in a manner that complies with applicable laws and regulations.

2. Objectives

  • Treatment: Ensure fair and equal treatment to all Users without bias.
  • Courtesy & Timeliness: Address all grievances with courtesy and resolve them within stipulated timelines.
  • Organizational Framework: Create an effective organizational structure for grievance handling, ensuring swift resolution and improved user satisfaction.
  • Accessibility: Ensure ease of access for Users to raise grievances and seek redressal.
  • Monitoring Mechanism: Implement a monitoring system to review and improve the grievance handling process.li>
  • Compliance: Comply with applicable laws and regulations relating to User grievances.

3. How to Raise a Grievance

Users can raise grievances through the following modes:

  • Phone Call: Call us at (+91) 9711678000 to register your complaint.
  • Email: Send an email to [email protected] to report your grievance

4. Registration of Grievances

  • Phone Call: Grievances received by phone will be logged into the system. If the issue can be resolved immediately, it will be addressed during the call. If additional details are required or the issue needs escalation, it will be forwarded for further processing.
  • Written Communication (Email/Letter): All written grievances will be recorded in the system and assigned a unique grievance number. The complaint will be forwarded to the appropriate Grievance Redressal Officer (GRO) for resolution.

5. Acknowledgement of Grievance

  • An acknowledgment will be sent to the complainant within 4 (four) working days of receiving the grievance, confirming the receipt of the complaint, the unique grievance number, and the expected date for resolution.
  • If the grievance does not pertain to Entercap, the complainant will be informed within 10 working days.

6. Resolution of Grievance and Timeline

  • The grievance should contain the complainant's full details, booking or service details, and any supporting documents.
  • All complaints will be assigned a unique reference number and should be addressed within 30 working days from the receipt of the grievance.
  • The Grievance Redressal Officer (GRO) will monitor the progress of grievance resolutions and report the same to Entercap’s Senior Management.
  • This Policy is accessible to all Users and can be found on Entercap's website.

7. Confidentiality

  • The details of the grievance will be kept confidential. Information will only be shared with government authorities or other entities if required by law to resolve the grievance.

8. Grievance Resolution

  • Once a grievance has been resolved, the complainant will be informed of the outcome, including the resolution date and reference number. If the resolution is unsatisfactory, the complainant can request further escalation.

9. Grievance Redressal Officer (GRO)

  • The Grievance Redressal Officer (GRO) will be responsible for handling grievances.

10. Escalation of Grievances

  • If the grievance is not resolved within 30 working days, or if the complainant is not satisfied with the resolution, they may escalate the matter to Entercap’s Senior Management.
  • If the complainant is still unsatisfied after escalation to Senior Management, they may pursue dispute resolution through applicable legal channels.

11. Maintenance of Records

  • The GRO will maintain records of all grievances received and their resolution. These records will be reviewed regularly to ensure adherence to this Policy and to help improve the grievance resolution process.

12. Closure of Grievance

A grievance will be considered closed in the following instances:

  • When Entercap fully resolves the issue as per the complainant’s request.
  • If the complainant accepts the response from the GRO in writing.
  • When the complainant does not respond within 15 days of receiving the final response from the GRO./li>
  • When the GRO confirms that Entercap has fulfilled its contractual, statutory, and regulatory obligations, and the complaint is closed.
  • If no further appeal or escalation is made within 15 days of the complainant's final decision.

13. Policy Availability

  • This Grievance Redressal Policy is made available to all Users and can be accessed on Entercap’s official website or platform.

14. Amendment

  • Entercap reserves the right to amend or update this Grievance Redressal Policy at any time, in line with regulatory changes or internal process improvements. The updated version will be available on our website.

This policy ensures a transparent, fair, and efficient process for addressing grievances, aiming to foster trust and improve the overall user experience with Entercap’s services.