At Om Riders, we are committed to providing the best service to our customers. However, we understand that there may be instances where you are dissatisfied with our services or have grievances that need to be addressed. This Grievance Redressal Policy outlines the process for raising and resolving grievances in a timely and fair manner.
The purpose of this policy is to ensure that customers' concerns and grievances are handled effectively, transparently, and promptly. We aim to ensure customer satisfaction and maintain the highest service standards by addressing all complaints with fairness and diligence.
If you have any grievances related to our services, bookings, payments, or any other matter, you can raise them through the following channels:
When submitting a grievance, please include the following information for efficient resolution:
Once a grievance is submitted, we will acknowledge receipt within 48 hours. This acknowledgment will include a grievance reference number for future correspondence.
Our team will investigate the grievance by reviewing the details provided and conducting any necessary checks with relevant departments. We may contact you for further clarification or additional information to help expedite the process.
We aim to resolve grievances within 7 business days from the date of acknowledgment. If a grievance requires additional time for resolution due to complexity or further investigation, we will inform you of the extended timeline and keep you updated on the status.
Once the grievance has been resolved, we will notify you of the outcome via email or phone. If you are satisfied with the resolution, we will close the grievance. If you are not satisfied, you may escalate the issue (see Section 5).
If you are not satisfied with the resolution provided, you may escalate your grievance to a higher authority within the organization. Please send an escalation email to [Insert Escalation Email Address] or contact our Grievance Officer directly:
We aim to resolve escalated grievances within 10 business days of escalation.
As a customer, you have the right to:
All grievances raised by customers will be treated with confidentiality. Personal information provided as part of the grievance process will only be used for investigating and resolving the issue.
Om Riders reserves the right to update or modify this Grievance Redressal Policy at any time. Any changes will be communicated through our website or via direct communication with customers, as applicable.
If you have any questions or concerns about these Terms, you can contact us at: