Merchants Grievance Policy for Certificate of Origin Services

1. Purpose and Scope

This policy outlines the procedure for addressing grievances related to Certificate of Origin (COFO) services provided by Mahratta Chamber of Commerce, Industries and Agriculture (MCCIA). The policy ensures fair and transparent resolution of customer complaints.

2. Types of Grievances Covered

  • Delays in processing applications
  • Incorrect information provided
  • Poor service quality
  • Billing discrepancies
  • Documentation errors
  • Staff behavior issues
  • Technical problems with online services

3. Grievance Submission Process

Step 1: Initial Contact

Contact the concerned COFO officer directly to resolve the issue informally. Most grievances can be resolved at this level.

Step 2: Formal Complaint

If the issue is not resolved, submit a formal written complaint to the COFO department head with all relevant details.

Step 3: Escalation

If still unresolved, escalate to the Director of Services or the CEO of MCCIA for final resolution.

4. Response Timeline

  • Initial Response: Within 24 hours of receiving the grievance
  • Interim Update: Within 3 working days
  • Final Resolution: Within 7 working days
  • Complex Cases: May take up to 15 working days with regular updates

5. Contact Information for Grievances

COFO Department Head

Email: cofo@mcciapune.com

Phone: +91-20-25702215

Director of Services

Email: director@mcciapune.com

Phone: +91-20-25702200

CEO Office

Email: ceo@mcciapune.com

Phone: +91-20-25702200

6. Required Information for Grievance

  • Name and contact details of the complainant
  • Application/Reference number (if applicable)
  • Detailed description of the grievance
  • Date and time of the incident
  • Names of staff members involved (if known)
  • Supporting documents or evidence
  • Desired resolution

7. Resolution and Follow-up

Upon resolution of the grievance, MCCIA will:

  • Provide a written response explaining the resolution
  • Take corrective actions to prevent similar issues
  • Follow up to ensure customer satisfaction
  • Maintain records of all grievances and resolutions

8. Appeals Process

If a customer is not satisfied with the resolution provided, they may appeal to the next level of authority within 15 days of receiving the resolution.

9. Confidentiality

All grievances and related information will be treated with strict confidentiality. Personal information will not be disclosed to unauthorized parties.

10. Continuous Improvement

MCCIA regularly reviews grievance patterns to identify areas for improvement in service delivery and customer satisfaction.