Kohler India Grievance Redressal Policy

INTRODUCTION
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.
This policy is to be read along with the Terms & Conditions and the Privacy Policy, with the terms in this policy having the meanings to terms as attributed in the aforementioned policies.

OBJECTIVE
The objective of this policy is to provide an efficient & effective grievance redressal mechanism to users taking into account the following:

1. Complaints raised by customers/users are dealt with courtesy and on time.
2. Customers are treated fairly at all times.
3. Complete transparency is maintained with the customers.
4. All complaints are dealt with efficiently and fairly.
5. Customers are fully informed of avenues to escalate their complaints/grievances within the organization.
6. Customers are informed of their rights to alternative remedies if they are not fully satisfied with the response of the Company to their complaints.
7. 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.

SCOPE

The policy shall cover all the complaints/grievances received from the users of our website https://www.kohler.co.in/. 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.
Grievances received from consumer forums, the ombudsman office or court will be dealt with separately by Kohler’s Legal Department.
Inquiry or Requests are not covered under this policy.

DEFINITIONS
“Complainant” means a written grievance filed by a user or customer.
“Complaints” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts), if dissatisfaction by a complainant.
Explanation – An inquiry or request would not fall within the definition of the complaint or grievance.
An Inquiry and Request would mean the following:
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.
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 https://www.kohler.co.in/.

COMPLAINT REDRESSAL PROCESS
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:

Step 1: Channel for communication

• Name: Bharat Bhushan
• Designation: Grievance Officer
• Email: grievance.officer@kohler.com or
• Letter: Grievance Officer, (6th Floor Office Tower, Ambience Mall NH-8, Ambience Island, DLF Phase 3, Sector 24, Gurugram, Delhi 122001). or
• Contact Centre: Customer can Call us on 0124 431 9601 from 10.00 am to 6.00 pm Monday to Saturday excluding public holidays or National Holidays.
  

Step 2: Process for addressing the queries

• All grievances will be given acknowledgement receipt within 24 working hours of receipt of the complaint.
  
• All couriers will be answered within 15 days from the date of receipt.
• All grievances from walk-in customers will be acknowledged immediately and a log shall be maintained in this regard.
  
• 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.
• Once the complaint is resolved a closure mail shall be sent to the customer with the request of rating the same.
  

Step 3: Escalation Matrix

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

• 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, nodal.officer@kohler.com