Ninjacart
2nd floor Tower E, Helios Business Park,
New Horizon College Bus stop, Service road, Chandana, Kadubeesanahalli, Bengaluru, 560103
8th August 2024
Ninjacart is committed to delivering superior service and ensuring that every customer interaction is positive and fulfilling. Recognizing that there may be instances where our services do not fully meet customer expectations, we have established a comprehensive Grievance Redressal Policy, as required by the applicable regulatory guidelines.
This policy is meticulously designed to guide our Customer Experience team in addressing and resolving customer grievances with transparency and efficiency. The primary objective is to ensure that any issues are resolved promptly and fairly, minimizing the likelihood of recurrence and maintaining customer trust.
The Grievance Redressal Policy is aligned with the guidelines outlined ensuring full compliance with regulatory standards. The Company is fully committed to upholding the rights of our customers, regardless of their tenure, size, or volume of engagement, by providing a well-structured framework for addressing grievances at all levels.
Ninjacart acknowledges that certain issues may require escalation beyond the initial level. Therefore, this policy includes a comprehensive redressal mechanism to handle concerns at every stage, reaffirming our commitment to providing a seamless and satisfactory experience for all our customers.
This policy outlines the procedures for the identification, documentation, escalation, and resolution of grievances raised by customers. It covers all aspects of grievance management, including the roles and responsibilities of team members involved in the redressal process. The policy is applicable to all employees of the Customer Experience team, and it extends to any grievances related to product quality, service delivery, and other customer interactions.
The objective of the policy is to spell out the framework for Grievance Redressal in Ninjacart.
By adhering to this policy, the Customer Experience team will uphold the organization’s commitment to delivering exceptional service and maintaining high standards of customer satisfaction.
A grievance is defined as any complaint, dispute, or dissatisfaction expressed by a user regarding the services provided by Ninja App. This may include, but is not limited to:
Query:
A Query is:
a) Any doubt/ enquiry
b) Customer seeking/ cross-checking clarification/more information
d) Customer checking status/ progress
Complaint:
A Complaint is:
a) Service deficiency or error on the part of Ninjacart in offering any service and /or
b) A dispute/grievance/objection
Ninjacart is dedicated to addressing any grievances raised by our customers with the highest level of care and support. We are committed to thoroughly exploring effective solutions through multiple communication channels, including written, or verbal methods. To ensure a faster and fair resolution process, customers are requested to include their application number in all correspondence related to their complaints or requests, along with their registered mobile number.
Please note that anonymous complaints will not be considered under this Grievance Redressal Mechanism. Only complaints received from a registered mobile number, or a written letter with proof that the individual is a customer will be considered for review.
Ninjacart is committed to delivering consistent, high-quality service to our valued customers and actively works to minimize the occurrence of grievances. However, we recognize the importance of providing a clear process for customers to raise and document any concerns related to our platform and services.
Our grievance mechanism is designed to allow customers to seamlessly submit their complaints through multiple channels. Additionally, we have implemented a 3-step escalation matrix to ensure that customers have adequate avenues for appeal. Prescribed timelines are set at various stages of the mechanism to guarantee timely resolution of complaints.
To register a complaint or grievance, customers can use any of the following options:
Customers can call our dedicated helpline:
Mandi (Reseller): 080-35018270 between 09:00 AM and 6:00 PM., Monday to Saturday.
Kirana (Retailer): 080-35234739 between 09:00 AM and 6:00 PM., Monday to Saturday.
Customers can chat with us on our WhatsApp support number:
Mandi (Reseller): 9886661491 between 09:00 AM and 6:00 PM., Monday to Saturday.
Kirana (Retailer): 7625044200 between 09:00 AM and 6:00 PM., Monday to Saturday.
Customers can email Ninjacart at queries@ninjacart.com with the subject line “Complaint & Grievance Register with registered mobile number.”
Customers can send a written letter to:
Prateek Gaurav
Grievance Redressal Officer
Ninjacart
2nd floor Tower E, Helios Business Park,
New Horizon College Bus stop, Service road, Chandana, Kadubeesanahalli, Bengaluru, 560103
Call and chat channels are accessible to customers directly through the app.
Level -1:
To formally submit a grievance, customers must email us at queries@ninjacart.com with the subject line “Complaint and Grievance Registration with [Registered Mobile Number],” chat with us on our WhatsApp support number or call our helpline.
When filing a grievance, the customer needs to provide the following registered account information: Name, and Registered Mobile Number. Grievances should be submitted from the registered, or through a written letter with proof of identity, or from the registered mobile number.
Upon receiving the grievance, Our customer support team will carefully review the issue and try to resolve the issue on call or chat. If the issue is not resolved on call or chat, the grievance will be escalated to the Complaints Management Team through JIRA.
Level -2:
Upon receipt of the grievance, the Complaints Management Team will then endeavor to resolve the grievance by coordinating with relevant stakeholders.
Depending on the nature of the grievance, specific timelines have been
set for the resolution. Grievances shall be resolved in a proper and time-bound manner with
detailed advice to the customer. The customer is kept informed in case of any delay envisaged by the Complaints Management Team in the resolution of the grievance beyond the stated timelines.
The Complaints management team shall call the customer to share the status of the grievance or provide an update.
If the call is unanswered, an SMS will be triggered to the customer.
Issue | TAT |
App related | 48 hours |
Onboarding related | 48 hours |
Ninjacart has a three-tier escalation mechanism for customer grievances, as given below:
L1 | L2 | L3 | |
Name | Customer Support | Durgesh R | Prateek Gaurav |
Email ID | queries@ninjacart.com | rdurgesh@ninjacart.com | prateekgaurav@ninjacart.com |
Reseller Contact Number | 080 – 35018270 & 9886661491 | 080-68175656 | +91 9513221827 |
Retailer Contact Number | 080-35234739 & 7625044200 | 080-68175656 | +91 9513221827 |
Designation | – | Manager | Grievance Redressal Officer |
The primary responsibility of reviewing and monitoring customer grievances would be with the Complaints Management Team’s supervisor.
The supervisor needs to monitor the customer grievances logged in regularly. As part of the monitoring, they shall perform the following activities: