BVSPL Complaints and Appeals Policy

Introduction

BVSPL is dedicated to providing high-quality inspection services and values feedback from clients and stakeholders. This policy outlines the procedures for handling complaints and appeals to ensure transparency, fairness, and continuous improvement in our services.

Complaints Handling Procedure

1. Submission of Complaints:
   • – Complaints can be submitted in writing via email, postal mail, or through our website’s contact form.
   • – All complaints should include the complainant’s name, contact information, and a detailed description of the issue.
2. Acknowledgment of Complaints:
   • – Upon receipt of a complaint, BVSPL will acknowledge the complaint within [specified time frame, e.g., 5 working days].
   • – The acknowledgment will include an outline of the complaint handling process and an estimated timeline for resolution.
3. Investigation of Complaints:
   • – An impartial and thorough investigation will be conducted by a designated BVSPL officer.
   • – The investigation will involve gathering relevant information, interviewing involved parties, and reviewing documentation.
4. Resolution of Complaints:
   • – Based on the investigation findings, appropriate corrective actions will be taken to resolve the complaint.
   • – The complainant will be informed of the resolution and any actions taken within [specified time frame, e.g., 30 working days] of the complaint acknowledgment.
5. Confidentiality:
   • – All complaints will be handled confidentially, and information will only be shared with individuals directly involved in the investigation and resolution process.

Appeals Handling Procedure

1. Submission of Appeals:
   • – Appeals against decisions made by BVSPL can be submitted in writing via email, postal mail, or through our website’s contact form.
   • – All appeals should include the appellant’s name, contact information, and a detailed description of the decision being appealed.
2. Acknowledgment of Appeals:
   • – Upon receipt of an appeal, BVSPL will acknowledge the appeal within [specified time frame, e.g., 5 working days].
   • – The acknowledgment will include an outline of the appeal handling process and an estimated timeline for resolution.
3. Review of Appeals:
   • – An independent review panel, not involved in the original decision, will be appointed to review the appeal.
   • – The review panel will assess the appeal based on relevant information, documentation, and applicable standards.
4. Resolution of Appeals:
   • – The review panel will make a decision on the appeal and recommend any necessary corrective actions.
   • – The appellant will be informed of the decision and any actions taken within [specified time frame, e.g., 30 working days] of the appeal acknowledgment.
5. Impartiality:
   • – BVSPL ensures that all appeals are handled impartially, without any bias or influence from external parties.

Continuous Improvement

• – BVSPL is committed to using feedback from complaints and appeals to improve our services and processes.
• – Regular reviews of complaints and appeals are conducted to identify trends and implement preventive measures.

Contact Information

For any inquiries or to submit a complaint or appeal, please contact us at:

• Email: [email protected]
• Phone: +91 9229265444 / +91 9229275444
• Address: B-1, 1ST FLOOR, OMAXE CITY -1ST , JHALARIYA, INDORE, M.P. PIN-452016