Short Answer
Handle complaints through a formal grievance redressal mechanism with investigation, documentation, and timely response.
You must handle the complaint through a formal grievance redressal mechanism, investigate the issue, and provide a clear response within a reasonable timeframe.
This process should be structured, documented, and auditable. Handling complaints effectively is critical for both compliance and customer trust.
Law Reference
Section 13 – Right to Grievance Redressal
Structured complaint handling prevents regulatory escalation and builds customer trust. Unresolved complaints can trigger Board investigations.
A customer complains that their data was shared with a vendor without consent. The company must log the complaint, investigate the data flow, and respond with findings within 15 days.
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