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🔰 Customer Grievance Redressal System – 3-Level Escalation Matrix

  • 🧩 Level 1: Grievance Officer

    Role:
    First point of contact for all customer issues.
    Aims to resolve complaints within a predefined turnaround time (e.g., 48 hours).


    Contact Details:

    📧 Email: dweepindia5@gmail.com

    ☎️ WhatsApp: +91-9545707952. (No Call)

    Resolution Timeframe: 2–3 business days

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  • 🧩 Level 2: Senior Manager – Customer Experience

    When to escalate: If the complaint is not resolved at Level 1 within the specified time or if the customer is not satisfied with the response.


    Role:
    Reviews unresolved or escalated complaints.

    Coordinates with departments for deeper resolution.

    Contact Details:

    📧 Email: info@dweepindia.com

    Resolution Timeframe: 3–5 business days

  • 🧩 Level 3: Chief Operations Officer (COO)

    When to escalate: If the complaint remains unresolved after Level 2 or is of a serious/critical nature (e.g., legal risk, high-value dispute, or regulatory concern).

    Role:

    Final level of escalation.

    Ensures policy compliance and customer satisfaction at the strategic level.

    Contact Details:

    📧 Email: info@dweepindia.com

    Resolution Timeframe: 5–7 business days