<h1>Kohler India Grievance Redressal Policy</h1> <p>INTRODUCTION<br> Kohler India Corporation Private Limited (hereinafter referred to as “The Company”) believes that excellence in customer service is the priority. Therefore, the company follows a philosophy of providing resolution of the customers’ complaints/grievances in a manner that effectively resolves the complaint to the customer’s satisfaction and in compliance with the laws in force in India.<br> This policy is to be read along with the Terms &amp; Conditions and the Privacy Policy, with the terms in this policy having the meanings to terms as attributed in the aforementioned policies.</p> <p>OBJECTIVE<br> The objective of this policy is to provide an efficient &amp; effective grievance redressal mechanism to users taking into account the following:</p> <ol> <li>Complaints raised by customers/users are dealt with courtesy and on time.</li> <li>Customers are treated fairly at all times.</li> <li>Complete transparency is maintained with the customers.</li> <li>All complaints are dealt with efficiently and fairly.</li> <li>Customers are fully informed of avenues to escalate their complaints/grievances within the organization.</li> <li>Customers are informed of their rights to alternative remedies if they are not fully satisfied with the response of the Company to their complaints.</li> <li>Recognize that our quality and business goals go hand in hand and have a Continuous improvement of the customer complaint handling process through the use of various tools and information technology available for business process improvement.</li> </ol> <p>SCOPE<br> </p> <p>The policy shall cover all the complaints/grievances received from the users of our website <a href="/content/kohler-india/in/en.html" target="_self">https://www.kohler.co.in/</a>. The company will not accept any complaint from third-party, agencies on behalf of the customer/user unless we have written consent from the user/customer.<br> Grievances received from consumer forums, the ombudsman office or court will be dealt with separately by Kohler’s Legal Department.<br> Inquiry or Requests are not covered under this policy.</p> <p>DEFINITIONS<br> “Complainant” means a written grievance filed by a user or customer.<br> “Complaints” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts), if dissatisfaction by a complainant.<br> Explanation – An inquiry or request would not fall within the definition of the complaint or grievance.<br> An Inquiry and Request would mean the following:<br> An “Inquiry” is defined as any communication from a customer for the primary purpose of requesting information about a company and/or its product/services.<br> A “Request” is defined as any communication from a customer soliciting a service such as a change or modification in the policy or services offered by the Company from our website <a href="/content/kohler-india/in/en.html" target="_self">https://www.kohler.co.in/</a>.</p> <p>COMPLAINT REDRESSAL PROCESS<br> If you have a grievance that you wish to redress, you may contact us with the details of your grievance through any of the following channels:</p> <p>Step 1: Channel for communication</p> <ul> <li>Name: Bharat Bhushan</li> <li>Designation: Grievance Officer</li> <li>Email: <a href="mailto:grievance.officer@kohler.com" target="_blank" rel="noopener noreferrer">grievance.officer@kohler.com</a> or</li> <li>Letter: Grievance Officer, (6th Floor Office Tower, Ambience Mall NH-8, Ambience Island, DLF Phase 3, Sector 24, Gurugram, Delhi 122001). or</li> <li>Contact Centre: Customer can Call us on <a href="tel:01244319601" target="_blank" rel="noopener noreferrer">0124 431 9601</a> from 10.00 am to 6.00 pm Monday to Saturday excluding public holidays or National Holidays.<br> </li> </ul> <p>Step 2: Process for addressing the queries</p> <ul> <li>All grievances will be given acknowledgement receipt within 24 working hours of receipt of the complaint.<br> </li> <li>All couriers will be answered within 15 days from the date of receipt.</li> <li>All grievances from walk-in customers will be acknowledged immediately and a log shall be maintained in this regard.<br> </li> <li>Based on the type of grievance the Company shall exercise all efforts to resolve the same within 15 working days from the date of receipt of the complaint.</li> <li>Once the complaint is resolved a closure mail shall be sent to the customer with the request of rating the same.<br> </li> </ul> <p>Step 3: Escalation Matrix</p> <p>If a customer is not satisfied with the resolution provided through various channels, the customer has the option to escalate the issues to a higher level, as per the escalation matrix given underneath</p> <ul> <li>In case the customer is not satisfied with the decision or does not receive any response within 15 working days, he/she may escalate the matter to Nodal Officer, <a href="mailto:nodal.officer@kohler.com" target="_blank" rel="noopener noreferrer">nodal.officer@kohler.com</a></li> </ul>