Complaints & Grievances

At the first instance the grievance is received by the company by either of the below mentioned means. It is fed into the internal software (In house query system= IHQS). A unique ticket number is generated related to the same and it is intimated to the customer or the person who has intimated the same to us.

The grievance is then handled by the executive who has taken the call / email / walk in customer/ post received. This executive has a period of 7 working days to solve the problem. It is interesting to note that the software is available to all executives and the nature of problem and details are fed into the system at the first instance. The entire problem / query is available to view of any authorized person who has logged into the system. Every time a person logs in he can take on the problem independently for further resolution without having the person to repeat his concern / problem.

In case this executive cannot handle the problem / grievance in this time period the software then escalates automatically to the next level of Grievance redressal committee.
The committee consists of three members and a chairman who oversees the entire working of the committee.

Grievances are escalated on a 5-day period AUTOMATICALLY BY THE SOFTWARE to each officer (First to Officer 1, then to officer 2 and then to officer 3) and then finally to the Chairman who has 3 days to dispose of the problem.

The committee will meet on a 15-day period, i.e. On the 15th and 30th Calendar Day of every month. All pending redressal will be disposed of by the committee on these meetings. In case no resolution is arrived at the problem will be escalated to our legal consul who will then work as an arbitrator to resolve the same with 15 days of receiving the escalated issue in consultation with the aggrieved.

Customer Care Number: Tel: +91 0120-3201130 / +91 9667955513
Customer Care Email Address – contact@zoewellness.in

MECHANISM FOR GRIEVANCE REDRESSAL

M/s Vitaflow Healthcare Private Limited has a diplomatic approach towards the Consumers/ Independent Distributorsand takes all precautions to offer the best services to them. However, in case of unavoidable circumstances Direct selling entity have devised a perfect system to solve the problems that Consumers/ Independent Distributorsmay face.

Direct Selling Entitycomplies with the Consumer Protection (Direct Selling) Rules, 2021 and Consumer Protection Act, 2019 and have also instructed our Independent Distributorsto do so.
Direct Selling Entitymaintains a register to keep the track of Grievances received from Consumer/Independent Distributor in either of the mentioned modes – Calls / Written Application / E-mail / Walk-in / Online Grievance Cell, etc. Each Grievance is numbered, (To facilitate easy tracking) acknowledgedwithin 48 hours of its receipt at the Grievance Redressal Celland Direct Selling Entityrecords the time taken to resolveit.
Grievances received arefeeded into the internal Grievance software. A unique track IDis generated against all the Grievances and is intimated to the Consumers / IndependentDistributors on their registered E-mail ID and Mobile Number within 48 hour of its receipt at the entity’s end.
Consumers/ Independent Distributorsneed to keep the unique track ID secure with them in order to track and follow-up theoutcome.
Direct selling entity has appointed Mr. Gopal Kumar, as the Grievance Redressal Officer. Contact details of the GrievanceRedressal Officer are as mentioned below:

Name: Mr.Gopal Kumar
E Mail: g.kumar@zoewellness.in
Contact No:9911019604

Grievance Redressal Officer will redress the grievance within 30 days from the date of receipt of Grievance.
Incase there is a delay of more than 30 days in resolving the issue, he / she will inform the Consumers / Independent Distributors with reason of delay on their registered E-mail ID.
In case the Consumer/ Independent Distributor is still not satisfied with the resolution offered, he/she can approach the National Consumer Helpline or the State Consumer Helpline for effective mediation/resolution and thereafter a Consumer Forum/Court of appropriate jurisdiction

Note: This Grievance Redressal Mechanism to be read as part and parcel of the Contract Agreement entered by anIndependent Distributor as the same is not reproduced in the agreement for the sake of brevity.