Grievance
GRIEVANCE POLICY-
1. INTRODUCTION:
Auralyf Direct Selling Pvt. Ltd. is committed to maintaining transparency, fairness, and ethical practices in all business operations. This Grievance Redressal Mechanism Policy is established to address and resolve complaints, concerns, or disputes raised by consumers, distributors, or other stakeholders efficiently and effectively.
This policy complies with the provisions of the Consumer Protection (Direct Selling) Rules, 2021 and the Consumer Protection Act, 2019.
2. OBJECTIVES:
2.1. To ensure that all grievances are handled promptly, fairly, and transparently.
2.2. To provide a structured system for reporting and resolving complaints.
2.3. To maintain trust and satisfaction among consumers and distributors.
2.4. To comply with the regulatory framework governing the direct selling industry in India.
3. SCOPE:
This policy applies to:
3.1. All registered distributors / direct sellers of Auralyf.
3.2. All consumers / customers of Auralyf products.
3.3. Any other individual or entity associated with Auralyf Direct Selling Pvt. Ltd.
4. Definition of Grievance
A “grievance” means any issue, complaint, or concern raised by a distributor or customer regarding:
4.1. Product quality or delivery
4.2. Commission, bonus, or incentive disputes
4.3.Misrepresentation or unethical business conduct
4.4. Breach of the Distributor Agreement
4.5. Violation of company policies or the Direct Selling Rules, 2021
5. GRIEVANCE REDRESSAL OFFICER (GRO)
Auralyf has appointed a Grievance Redressal Officer (GRO) to oversee and manage all grievances.
Grievance Redressal Officer:
Name: Dr. Manoj Kumar Saini
Email: auralyfdirectselling@gmail.com
Contact No.: 8123271671
Working Hours: Monday to Friday, 10:00 AM – 7:00 PM
Saturday, 10:00 AM – 2:00 PM
The GRO is responsible for receiving, acknowledging, investigating, and resolving complaints within the prescribed timelines.
6. NODAL OFFICER
In compliance with the Consumer Protection (Direct Selling) Rules, 2021, Auralyf has appointed a Nodal Officer to ensure overall compliance and supervision of the grievance redressal process.
Contact Details:
Name: Mr. Rizwan Mohammed Khan
Designation: Founder & Director
Email: auralyfdirectselling@gmail.com
Phone: 7727075475
Role: The Nodal Officer is responsible for ensuring company-wide compliance with the Direct Selling Rules, monitoring the functioning of the Grievance Redressal Officer, and coordinating with regulatory authorities for effective redressal and transparency.
7. PROCEDURE FOR LODGING A COMPLAINT SUBMISSION:
Complaints can be submitted through:
7.1. Email: help@auralyf.net
7.2. Website: www.auralyf.net
7.3. Postal mail addressed to the Grievance Redressal Officer.
Process:
· Acknowledgment: Every complaint received will be acknowledged within 48 working hours with a unique reference number.
· Investigation: The complaint will be reviewed by the GRO, and necessary information or documents may be requested from the complainant.
· Resolution: A final response will be provided within 30 working days from the date of acknowledgment.
If additional time is required, the complainant will be informed in writing.
8. ESCALATION MATRIX
If a complainant is not satisfied with the resolution provided by the GRO, the issue may be escalated to: Management Committee of Auralyf Direct Selling Pvt. Ltd.
Grievance Management Committee:
S.No | Position | Name | Remarks / Notes |
1. | Nodal Officer | Mr. Rizwan Mohammed Khan (Director) | All records shall be maintained. |
2. | Member | Ms. Nikita Chaudhary (Co-Founder) |
The final decision of the Committee will be binding within the scope of company policy and the Direct Selling Rules, 2021.
9. RECORD MAINTENANCE
All grievances, along with their investigation details and resolutions, will be documented and maintained by the Company for a minimum of three (3) years for audit and compliance purposes.
10. CONFIDENTIALITY
All grievances and related information will be kept confidential and used solely for the purpose of resolving the issue.
11. REVIEW OF POLICY
This policy will be reviewed periodically to ensure compliance with government regulations and to improve the grievance redressal process.
12. CONTACT INFORMATION
For any grievance or clarification, please contact:
Grievance Redressal Officer
Auralyf Direct Selling Pvt. Ltd.
*Email: auralyfdirectselling@gmail.com
) Phone: 8123271671
Address: Plot No. 27, Durgavihar-D, Nagal Jaisha Bohra, Jhotwara, Jaipur – 302012