*1. Introduction*

Ezykart Retail OPC Pvt Ltd is committed to providing exceptional customer service and ensuring the satisfaction of its direct sellers. This Grievance Redressal Policy outlines the procedures for handling complaints and grievances raised by direct sellers.

*2. Scope*

This policy applies to all complaints and grievances raised by direct sellers of Ezykart Retail OPC Pvt Ltd, including those related to products, services, compensation, training, or any other aspect of their relationship with the company.

*3. Grievance Definition*

A grievance is any concern, complaint, or dissatisfaction expressed by a direct seller regarding their relationship with Ezykart Retail.

*4. Grievance Submission*

Direct sellers may submit grievances through the following channels:

♦ Written Complaint:* Submitting a written complaint to the company’s customer service department.
♦ Email:* Sending an email to the designated grievance redressal email address.
♦ Phone Call:* Contacting the company’s customer service hotline.

*5. Acknowledgement and Investigation*

Upon receipt of a grievance, Ezykart Retail will acknowledge the complaint within [Timeframe]. The company will then initiate an investigation to gather information and understand the nature of the grievance.

*6. Grievance Resolution*

Ezykart Retail will strive to resolve grievances promptly and fairly. The following steps will be followed:

♦ Internal Review:* The grievance will be reviewed by the designated department or individual responsible for handling the matter.
♦ Communication:* The direct seller will be kept informed about the progress of the investigation and any actions taken to address the grievance.
♦ Resolution:* If the grievance is found to be valid, Ezykart Retail will take appropriate corrective action, which may include:
♦ Apologizing for any inconvenience or dissatisfaction caused.
♦ Providing a refund, replacement, or other suitable remedy.
* Making changes to policies, procedures, or practices to prevent similar issues in the future.

*7. Escalation Procedure*

If a direct seller is dissatisfied with the resolution provided, they may escalate the grievance to a higher level within the company. The escalation procedure will be clearly communicated to the direct seller.

*8. Timelines*

Ezykart Retail will endeavor to resolve grievances within [Timeframe]. However, complex or sensitive matters may require additional time. The company will keep the direct seller informed of any delays and the reasons for them.

*9. Confidentiality*

Ezykart Retail will treat all grievances with confidentiality. The company will not disclose any personal information of the direct seller without their consent, except as required by law.

*10. Review and Updates*

Ezykart Retail will periodically review this Grievance Redressal Policy to ensure its effectiveness and compliance with applicable laws and regulations. The company may update the policy from time to time to reflect changes in business practices or legal requirements.

*11. Feedback*

Ezykart Retail welcomes feedback from direct sellers regarding their experience with the grievance redressal process. This feedback will be used to improve the policy and ensure that it continues to meet the needs of direct sellers.