SOPs FOR COMPLAINT REDRESSAL SYSTEM

1. All complaints are to be registered through helpline 1334.

2. Operator at helpline 1334 will deliver registered complaint to the
helpline at zonal office within fifteen minutes of the registration.
3. Helpline at zonal office will deliver complaint to the concerned
MI/Supervisor within fifteen minutes of the registration at zonal office.
4. The MI/supervisor will resolve the issue in One working day.
5. If the complaint is resolved MI/Supervisor will report back to the zonal
office helpline and the zonal office to the helpline 1334. Helpline 1334
will communicate complaint for feedback.
6. If the complaint is not resolved, the MI/Supervisor/complaint clerk will
report the complaint to the concerned AM. AM will have three working
days to redress the complaint. In case of not resolution, AM will report
to the concerned Manager. The Manager will have three working days
to resolve the issue or report to the Zonal Manager. The Zonal Manager
will have five working days to resolve the issue or to report to GM
operation, the GM operation have fifteen working days to resolve the
issue or to report to CEO, the CEO will have one month to resolve the
issue.