1. GRIEVANCE REDRESSAL MECHANISM At VAP FIRE SAFETY EQUIPMENTS, we are committed to transparency. This policy ensures that every client concern regarding our products (Extinguishers, Alarms, PPE) or services (Installation, AMC) is addressed systematically.
2. GRIEVANCE TIERS
- Level 1 (Initial Support): Contact our customer service team via phone (+91 99944 10023). Most issues regarding service delays or minor technical queries are resolved here within 24 hours.
- Level 2 (Formal Complaint): If Level 1 is unsatisfactory, email vapfs22@gmail.com with the subject “FORMAL GRIEVANCE”. You will receive a Unique Grievance Tracking Number.
- Level 3 (Management Review): If the issue remains unresolved for over 7 working days, it is escalated to our Operations Manager for a final decision and settlement.
3. GROUNDS FOR GRIEVANCE
- Delay in emergency refilling or AMC visits.
- Defective safety equipment or PPE.
- Non-compliance with the agreed-upon technical project plan.
- Misconduct by any on-site technician.
4. RESOLUTION PROTOCOL Upon receiving a formal grievance, we will:
- Conduct an internal audit of the service log.
- Perform a site re-inspection if the complaint is technical.
- Provide a written resolution report to the client.
5. GRIEVANCE OFFICER DETAILS
- Name: Grievance Redressal Officer
- Address: 26/32, Thiyagi Natesan Street No.1, Ammapet, Salem – 636 003.
- Contact: vapfs22@gmail.com
