External Grievance Policy
To provide a transparent, accessible, and fair mechanism for external stakeholders— namely customers, suppliers, potential employees, and government authorities—to voice grievances arising from their interactions with the company and to ensure timely and effective resolution.
This policy applies to any external party not employed by the company but affected by or interacting with its operations, products, services, or staff, including but not limited to the four categories listed above
Grievance Handling Process
1. Customer
- Customers can submit complaints regarding products, services, or conduct through the following channels: email (complaints@vecmocon.com).
- Every grievance will be acknowledged within 24 business hours of receipt, ensuring timely communication with the customer.
- The External Grievance Committee will evaluate each complaint to determine its validity and relevance to company policies.
- If the committee finds the complaint valid, the process will progress further; otherwise, the complaint will be closed with appropriate communication to the customer, including reasons for rejection.
- A responsible officer from the committee will be assigned to coordinate with the relevant internal team for resolution and will regularly update the customer about the status and progress of their complaint.
- Upon successful resolution, the committee will officially close the grievance trail and notify the complainant of the outcome.
- All records of complaints and actions taken will be appropriately documented as per compliance guidelines.
- For further escalation, reach out to us at – support@vecmocon.com
2. Suppliers
- Suppliers may raise issues related to transactions, payments, contractual obligations, or ethical conduct via email (complaints@vecmocon.com).
- Every grievance will be acknowledged within 72 business hours of receipt.
- The External Grievance Committee will evaluate each complaint to determine its validity and relevance to company policies.
- If the committee finds the complaint valid, the process will progress further; otherwise, the complaint will be closed with appropriate communication to the customer, including reasons for rejection.
- A responsible officer from the committee will be assigned to coordinate with the relevant internal team for resolution and will regularly update the supplier about the status and progress of their complaint.
- Upon successful resolution, the committee will officially close the grievance trail and notify the complainant of the outcome.
- All records of complaints and actions taken will be appropriately documented as per compliance guidelines.
- For further escalation, reach out to us at – support@vecmocon.com
3. Potential Employees
- Potential employees may raise grievances related to recruitment processes, interview experiences, offer clarifications, or ethical concerns via email at complaints@vecmocon.com.
- Every grievance will be acknowledged within 72 business hours of receipt to ensure timely communication.
- The External Grievance Committee will review each complaint to assess its validity and alignment with company policies.
- If the grievance is found valid, the procedure will advance towards resolution; otherwise, the complaint will be closed with clear communication to the complainant, including reasons for rejection.
- A designated officer from the committee will coordinate with relevant internal teams involved in recruitment or HR to resolve the issue and will keep the complainant regularly informed of the progress.
- Upon satisfactory resolution, the committee will formally close the grievance case and notify the complainant of the outcome.
- All grievances and actions taken will be securely documented in accordance with compliance and data privacy guidelines.
- For further escalation, reach out to us at – support@vecmocon.com
4. Government Authorities
- Government authorities may raise grievances related to regulatory compliance, service delivery, legal obligations, or administrative conduct via email at complaints@vecmocon.com or through the official government liaison channels.
- Every grievance will be acknowledged within 72 business hours of receipt, with the complainant provided a unique grievance reference number for tracking and monitoring.
- The External Grievance Committee will evaluate each grievance to assess its validity, regulatory implications, and relevance to company policies and statutory requirements.
- If the grievance is determined to be valid, the committee will initiate the resolution process; if not, the grievance will be closed with formal communication to the authority explaining the reasons.
- A designated officer from the committee will coordinate with relevant internal departments, including compliance, legal, and operations teams, to facilitate timely and effective resolution.
- The authority will be regularly updated on the progress and any interim measures being implemented.
- Upon satisfactory resolution, the grievance trail will be officially closed, and a closure report will be sent to the authority.
- All grievances, communications, and actions taken will be documented and retained for compliance audits and reporting purposes in accordance with applicable laws and internal governance standards.
- For further escalation, reach out to us at – support@vecmocon.com