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GRIEVANCE REDRESSAL PROCESS

  1. Purpose: This SOP outlines the standardized process for receiving, recording, investigating, resolving, and responding to customer complaints at KMA Global.
  2. Scope: This SOP applies to all complaints received by KMA Global from customers regarding services offered, including training, consultancy, certifications, inspections, or any other related activities.
  3. Responsibility: The PublicGrievance Officer (PGO) will be responsible for redressal of all types of complaints/grievance.
  4. Procedure:
      4.1. Receipt of Complaints
    • The complaints/grievancemaybe submittedon the prescribed Complaint Submission Form (KMAG/F/01)on KMA Global Portal.
    • The PGO will record the submitted complaint in the prescribed Complaint Record Form (KMAG/F/02).
      4.2. Acknowledgment
    • The complaint will be acknowledged within 24 hours of receipt via email
    • Provide the Unique Identification No. to the Complaint, estimated redressal time, and contact details of theresponsible employee.
      4.3. Categorization of Complaints

      Complaints are classified based on their nature and seriousness:

    • Critical:Complaints that can significantly impact client operations or KMA’s reputation.
    • Moderate:Complaints requiring detailed investigation but with minimal immediate risk.
    • Minor:Complaints that can be resolved quickly with minimal resources.
      4.4 Investigation
    • The PGO begins investigation within 48 hours of complaint receipt
    • Investigation of relevant circumstances and information relating to the complaint.
    • The level of investigation shall be commensurate with the seriousness and severity of the complaint. If the complaint cannot be immediately resolved, it shall be dealt in a manner which would lead to its effective redress as soon as possible and the complainant be intimate.
    • Investigation steps include:
      1. Reviewing related records, reports, and communication.
      2. Contacting the complainant for additional details, if required
      4.5 Communication with the Customer
    • The CRT communicates the resolution to the complainant within 7 working days of complaint receipt
    • Communication of the decision to the complainant regarding his complaint immediately after the decision is taken and getting his feedback.
      4.6 Closure of Complaint
    • The complaint will be closed only after the customer confirms satisfaction or if no further action is possible and the final status is updated in the Complaint Register/Sheet.

NOTE:

To maintain the integrity and effectiveness of our complaint resolution process, it is hereby stated that anonymous and pseudonymous complaints will not be entertained. All complaints must include the complainant's full name, contact details, and any necessary supporting information to enable proper investigation and resolution.

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