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Last Updated: [14/03/2024]
Objective:
The Company places high priority on customer satisfaction and aims to provide a satisfactory resolution to complaints of its customers. The policy aims to provide a platform to its customers to raise any issues/ concerns faced by them while getting their dream spaces designed and provide a proper, prompt, corrective and effective redressal mechanism for the same.
Types of complaint:
1. Raising a complaint on My Account
In case of any grievance, the same may be raised on My Account by clicking on “Have an Issue” on Livspace Hub. A unique reference number shall be immediately allocated against the same. The concerned Company representative shall respond within 48 hours of receipt of the complaint and collate complete details and documents related to the complaint. Accordingly, the Company representative shall clearly intimate the next steps and appropriate turnaround time (TAT) to the customer. The customer may track status of the complaint on Livspace Hub under the heading “Existing Issues”. The customer may also keep a track of the conversations, updates and raise other queries on clicking on the concerned issue (s).
The Company shall provide necessary clarifications/justifications with respect to the Complaint within 7 business days of receipt of the complaint. On successfully resolving the issues in compliance with the policies of the Company, the concerned Company representative shall close the ticket. If the customer is not satisfied with the resolution provided, the customer may re-open the same on the conversation tracker itself. If any further/ other issues come up, the customer may again raise the same.
2. Raising a complaint via mail
If the customer is not satisfied with the resolution provided above, the customer may reach out to customer care service via mail (care@livspace.com) and provide details and documents related to the complaint. A unique reference number shall be immediately allocated against the same and the concerned Company representative shall connect with the customer within 48 hours of receipt of the complaint to collate all the details and documents related to the complaint and forward the same to the internal team.
On receipt of complete details and documents from the customer, the Company representative shall also intimate appropriate turnaround time (TAT) for resolution of the complaint. The internal team shall analyse the situation and communicate the further steps of resolution within 72 hours of receipt of the complete details and documents related to the complaint. The customer may track status of the complaint on Livspace Hub under the heading “Existing Issues”. The customer may also keep a track of the conversations, updates and raise other queries on clicking on the concerned issue.
The Company shall provide necessary clarifications/justifications with respect to the Complaint within 7 business days of receipt of the complaint. On successfully resolving the issues in compliance with the policies of the Company, the concerned representative shall close the ticket. If the customer is not satisfied with the same, the customer may request to re-open the same or if any further/ other issues come up, the customer may again raise the same by sending a mail to care@livspace.com.
3. Raising a complaint via call
If the customer wants to raise a complaint pertaining to any of the services provided by the Company, the customer may contact the Company via call (1800-309-0930) and provide complete details of the complaint. The Company representative shall promptly raise a ticket allocate a unique reference number, intimate further steps to the customer and also provide a tentative timeline/ TAT for providing an appropriate resolution.
The Company shall provide necessary clarifications/justifications with respect to the Complaint within 7 business days of receipt of the complaint. On successfully resolving the issues in compliance with the policies of the Company, the concerned representative shall close the ticket. If the customer is not satisfied with the same, the customer may request to re-open the same or if any further/ other issues come up, the customer may again raise the same by raising another complaint on call.
Maintaining repository:
As per the policy of the Company, the Company shall maintain a complete repository of all the escalations/ complaints received from its customers and the responses/ resolutions along with its turnaround time (TAT).
Internal review and process improvement:
All the complaints raised in a particular financial year (April- March) shall be reviewed on a quarterly basis to provide a root cause analysis and to minimise customer dissatisfaction and use feedback of the customers to improve the overall quality of the services provided by the Company. The review shall aim to monitor the nature of complaints, TAT and customer feedback and entail to provide expeditious and effective resolution of complaints.
*Important Note:
The average time stated above is subject to the complexity of the issues faced by the customer and the time taken by the customer to provide complete details and documents related to the complaint.