All Countries
Compliance
Customer Complaint Handling Policy

Customer Complaint Handling Policy Template for India

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Customer Complaint Handling Policy

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Customer Complaint Handling Policy

"I need a Customer Complaint Handling Policy for my retail chain with 15 stores across India, focusing on in-store complaint handling and including procedures for our newly launched loyalty program starting January 2025."

Celebrated by
Collaborations with
Investors
Document background
The Customer Complaint Handling Policy serves as a fundamental document for organizations operating in India, designed to ensure compliance with the Consumer Protection Act 2019 and related regulations while maintaining effective customer service standards. This policy becomes essential when organizations need to establish or update their complaint handling procedures, particularly in response to regulatory changes or business growth. It provides comprehensive guidelines for handling customer grievances, including receipt, investigation, resolution, and documentation of complaints. The policy is structured to accommodate both traditional and digital complaint handling methods, making it relevant for modern business operations while ensuring compliance with Indian legal requirements. It should be regularly reviewed and updated to reflect changes in consumer protection laws and evolving business practices.
Suggested Sections

1. Purpose and Scope: States the objective of the policy and its application scope, including which types of complaints are covered

2. Definitions: Defines key terms used throughout the policy, including what constitutes a complaint, complainant, resolution, etc.

3. Policy Statement: Overview of the organization's commitment to effective complaint handling and customer satisfaction

4. Guiding Principles: Core principles of complaint handling including fairness, objectivity, confidentiality, and accessibility

5. Complaint Handling Process: Step-by-step process for receiving, recording, and handling complaints

6. Response Timeframes: Specified timeframes for acknowledging and responding to complaints at various stages

7. Escalation Procedure: Clear pathway for escalating unresolved complaints to higher authorities

8. Rights and Responsibilities: Outlines rights and responsibilities of both complainants and the organization

9. Record Keeping: Requirements for documenting and maintaining complaint records

10. Review and Improvement: Process for regular review and improvement of the complaint handling system

Optional Sections

1. Industry-Specific Requirements: Additional requirements specific to regulated industries (e.g., financial services, healthcare)

2. Digital Complaint Handling: Procedures specific to online complaint submission and handling, relevant for organizations with significant digital presence

3. International Complaint Handling: Additional procedures for handling international customer complaints, relevant for organizations with global operations

4. Special Categories of Complaints: Procedures for handling sensitive complaints or those from vulnerable customers

5. Staff Training: Details of staff training requirements for complaint handling, particularly relevant for larger organizations

6. Quality Assurance: Procedures for monitoring and ensuring quality in complaint handling, suitable for larger organizations

Suggested Schedules

1. Complaint Form Template: Standard template for recording customer complaints

2. Complaint Register Format: Template for maintaining the complaint register as required by law

3. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation

4. Response Templates: Standard templates for acknowledging and responding to complaints

5. Process Flowchart: Visual representation of the complaint handling process

6. Regulatory References: List of relevant sections from Consumer Protection Act 2019 and other applicable regulations

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Complainant
Consumer
Resolution
Grievance
Escalation
Service Level Agreement (SLA)
Root Cause Analysis
Complaint Register
First Response Time
Resolution Time
Critical Complaint
Routine Complaint
Grievance Officer
Consumer Dispute
Mediation
Customer Satisfaction
Appeals Process
Electronic Complaint
Written Complaint
Verbal Complaint
Complaint Reference Number
Service Deficiency
Product Defect
Compensation
Redressal
Investigation
Response Time
Acknowledgment
Customer Care Representative
Quality Assurance
Corrective Action
Preventive Action
Complaint Category
Resolution Status
Clauses
Scope and Purpose
Definitions
Policy Statement
Legal Compliance
Confidentiality
Data Protection
Accessibility
Complaint Lodging
Acknowledgment
Assessment and Investigation
Response Times
Resolution Process
Escalation Procedures
Documentation Requirements
Record Keeping
Staff Training
Quality Assurance
Customer Communication
Special Circumstances
Appeals Process
External Reporting
Performance Monitoring
Policy Review
Roles and Responsibilities
Customer Rights
Remedial Actions
Service Recovery
Regulatory Reporting
Digital Complaints Handling
Alternative Dispute Resolution
Relevant Industries

Retail

Financial Services

Healthcare

E-commerce

Telecommunications

Hospitality

Manufacturing

Technology Services

Education

Professional Services

Transportation

Real Estate

Insurance

Banking

Relevant Teams

Customer Service

Legal & Compliance

Operations

Quality Assurance

Risk Management

Training & Development

Customer Experience

Customer Relations

Regulatory Affairs

Corporate Communications

Internal Audit

Process Improvement

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Operations Director

Customer Experience Director

Risk Manager

Legal Counsel

Chief Customer Officer

Customer Support Representative

Branch Manager

Consumer Relations Manager

Customer Service Team Leader

Grievance Redressal Officer

Operations Manager

Training Manager

Industries
Consumer Protection Act, 2019: The primary legislation governing consumer rights in India, which includes provisions for complaint handling, consumer dispute resolution, and establishment of Consumer Dispute Redressal Commissions at district, state, and national levels.
Consumer Protection (E-Commerce) Rules, 2020: Specific rules governing e-commerce businesses, including requirements for grievance redressal mechanisms and appointment of grievance officers.
Information Technology Act, 2000: Relevant for digital complaint handling systems and electronic records of complaints, including provisions for data protection and cybersecurity.
Right to Information Act, 2005: May be applicable for transparency in complaint handling processes, especially when dealing with complaints related to public sector enterprises.
Consumer Protection (Consumer Dispute Redressal Commissions) Rules, 2020: Detailed rules regarding the procedure for filing complaints and their handling by Consumer Dispute Redressal Commissions.
The Consumer Protection (Mediation) Rules, 2020: Rules governing the mediation process in consumer disputes, which may need to be referenced in the complaint handling policy.
Reserve Bank of India (RBI) Guidelines on Customer Service: If the business involves financial services, RBI's guidelines on customer service and grievance redressal must be incorporated.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

Appeals And Complaints Policy

An India-compliant policy document establishing procedures for handling complaints, grievances, and appeals within organizations, aligned with local legislation and regulatory requirements.

find out more

Customer Complaint Handling Policy

A policy document outlining customer complaint handling procedures in accordance with Indian consumer protection laws and regulations.

find out more

Vexatious Complaints Policy

An India-specific policy framework for identifying and managing vexatious complaints while ensuring compliance with local laws and protecting legitimate complainant rights.

find out more

Company Complaints Policy

An internal policy document outlining complaint handling procedures and compliance requirements for organizations operating in India.

find out more

Complaints Handling Policy

A comprehensive policy document outlining complaint handling procedures and responsibilities in compliance with Indian consumer protection laws and regulations.

find out more

Complaint Process Policy

A standardized policy document for managing customer complaints in compliance with Indian consumer protection laws and regulations.

find out more

Student Complaints And Grievances Policy

An Indian jurisdiction policy document outlining procedures for handling student complaints and grievances in educational institutions, compliant with UGC and AICTE regulations.

find out more

Student Grievance Resolution Policy

An Indian education sector policy document establishing procedures for addressing and resolving student grievances in compliance with UGC guidelines and state regulations.

find out more

Complaints Policy For Schools

A policy document outlining procedures for handling complaints in Indian educational institutions, compliant with national education laws and regulations.

find out more

Student Complaint Policy

A comprehensive policy for handling student complaints in Indian educational institutions, compliant with national education regulations and UGC guidelines.

find out more

Consumer Complaint Policy

A comprehensive policy document outlining consumer complaint handling procedures and mechanisms in compliance with Indian consumer protection laws.

find out more

Complaint Resolution Policy

An Indian law-compliant policy document establishing standardized procedures for handling and resolving customer complaints.

find out more

Complaints Management Policy

An internal policy document outlining complaint handling procedures and responsibilities in compliance with Indian consumer protection laws and regulations.

find out more

Anonymous Complaint Policy

An India-compliant policy framework for handling anonymous complaints and protecting whistleblowers within organizations.

find out more

Customer Complaint Policy

A policy document establishing customer complaint handling procedures in compliance with Indian consumer protection laws.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: https://www.genieai.co/our-research
Oops! Something went wrong while submitting the form.

Genie’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; Genie’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our Trust Centre for more details and real-time security updates.

Read our Privacy Policy.