Types of complaint:
- Leg Pulling
- Termination
- Sponsor change/corrections
- Leg change/ Shifting
- Resignation
- Profile Change
- On-line Selling
- Complaint(billing issue, Bv selling, BV stolen, payment issues, product not received, up-line not supporting, misguiding, abusing, misbehave with down-line, Fake offers, Extra amount charge from associates)
Process of above Complaints:-
Leg Pulling
- Firstly we received a complaint through mail or by hand from associates
- Secondly we reply them that and the tat time for this is 5-10 days
- Maintain record in excel and start the calling process in this
- Calling:-we call to applicant 2nd id no., 2nd id active sponsor and 2nd id chairman
Note:-Complaint of Leg Pulling should be considered from 25th to 25th of every month only
Min. time duration is:-5-10 days
Max. Time duration is 25-30 days(in exceptional cases only)
Termination
- Complaint received through Mail or sometimes by whatsapp
- Maintain record in excel
- After receiving the mail we make an notice to concern person and done the courier process
- Total time for this is for 45 days if we receives a complaint that the person is involved in other company then we will send a notice to him first and after 15 days after the notice received by that person we block his id and after blocking of id if he / she is not responding to company then we make a final call to him/her and terminate his id permanently
Min. time duration is:-30-35 days
Max. time duration is 40-45 days
Online Selling
- We received this compliant through whatsapp and sometimes we search by our self only
- Order placed from different shopping sites
- Order receives within 5-6 days
- We find person identity through bill attached with it from Pan No. we find the store or associates id
- Then call to the associates and they give us the clarifications in return
- Then if they repeat the same mistake we block his store or associates id
Complaint (billing issue, Bv selling, BV stolen, payment issues, product not received, up-line not supporting, misguiding, abusing, misbehave with down-line, Fake offers, Extra amount charge from associates)
- Complaint is received through Mail
- Revert on mail within 48 hours
- Call to Complainer
- Call to Complainant
- If required then conference with both parties, after solution revert on mail
Min time for matter resolved: 1 week
Max time for matter resolved: 15-20 days or 1-2 months
Resignation (id delete or id activation)
- Resignations are received through imc app (IMC member portal), sometimes the associates by mistake withdrawn there resignation and cannot re- resign through there app in that case we guide them to send resign through mail and they mention the reason for giving resign through mail (it is compulsory)
- Reply for this is given within 48 hours and and information given to chairman and above within one week
- Regarding activation of id:-if associates withdrawn there resign than they will send mail to us , after that on their registered no. verification call is done and as per there feedback we do the same max time for id activation is 2-3 days
Note: - it will take 6 months to delete an associate id (Fix time)
Sponsor Change/correction:-
- Matter is received through mail or sometimes hand written application
- Verification from up-line via call
- Take action accordingly
Max. Time duration is 2-3 days
Leg Change/Shift
- Matter is received through Mail or by hand
- Verification is done
Max. Time duration is 3-4 days
Profile Change
- Matter receives through Mail
- Check all proofs for changes
Max. Time duration is 3-4 days
Note:-After solution, send reply on mail and also note down in excel
Grievance Redressal Officer
Mr. Sandeep Verma
grievancecell@imcbusiness.com
List of Terminated Direct Sellers
