Last Updated: October 3, 2024
ElectroTech Rewa (https://electrotechrewa.com) is committed to providing a seamless and satisfactory experience to all users, including customers, partners, and stakeholders. We value your feedback and are dedicated to resolving any concerns you may have regarding our products and services in a timely and efficient manner. This Grievance Policy outlines the procedures for addressing and resolving grievances related to our products, services, and the overall user experience on our platform.
If you have any general or business-related queries, please visit our Contact Us page for the appropriate contact options. For specific grievances, complaints, or feedback, please follow the multi-level escalation procedure outlined below.
Level 1: Initial Complaint Submission
If you have any concerns, queries, feedback, or complaints regarding ElectroTech Rewa’s products, services, content, or breach of our terms of service, please contact our designated Grievance Officer/Support Team. Complaints can be lodged via email, signed with an electronic signature, to the contact details provided below:
Grievance Officer/Support Team
ElectroTech Rewa
Email: support@electrotechrewa.com
Phone: 07662-19163119
Response Timeframe:
Once we receive your complaint, we will acknowledge your grievance and respond within 24 to 72 working hours. Please ensure that your communication includes relevant details such as your contact information, order number (if applicable), a description of the issue, and any supporting documents.
Level 2: Escalation of Grievances
If you are not satisfied with the response received at Level 1, or if your complaint involves serious matters such as refunds, disputes over purchases, or premium services, you may escalate your grievance by registering a formal complaint through our Online Complaint Management System. This portal allows you to submit disputes that require more in-depth investigation.
To raise a complaint or dispute, please visit the following link:
Upon successful registration of your complaint, a unique complaint number will be automatically generated and displayed on your screen. Please note this number for future correspondence regarding your grievance.
Timeframe for Resolution:
Complaints raised at Level 2 will be addressed and resolved within 5 to 7 working days.
Level 3: Higher-Level Appeal
If you are still dissatisfied with the resolution provided at Level 2, or if you have not received any response within a month of filing your complaint, you may escalate the matter to the Higher Level Appellate Authority. This channel should only be used if you have already followed the procedures at Level 1 and Level 2.
Please note that the Higher-Level Appeal will only be processed if the following conditions are met:
(A). You have previously filed a valid complaint with ElectroTech Rewa through the initial stages (Level 1 and Level 2), and:
- Your complaint was rejected, or
- You did not receive a response within one month, or
- You are not satisfied with the resolution provided.
(B). You provide full and accurate information regarding the dispute, including but not limited to:
- Name of the complainant
- Billing Address (if applicable)
- Contact Phone Number/Mobile Number
- Email ID
- Date of incident
- Previous Complaint Number
- Order Number (if applicable)
- Amount involved (if any)
- Clear description of the complaint or grievance
- Relief sought
- Any other relevant details or supporting documentation
To escalate the complaint to Level 3, please send your grievance to the following email address, clearly referencing your previously assigned Complaint Number:
Higher-Level Appellate Authority: Email: cgo@electrotechrewa.com
Please ensure that all fields are filled in correctly, as incomplete information may delay the processing of your grievance. The grievance will be reviewed, and a response will be provided within 7 to 14 working days.