Grievance Redressal Policy
MOONGLANCE CAREER (OPC) PVT LTD
Website: moonglancecareer.com
At MOONGLANCE CAREER (OPC) PVT LTD, we are committed to fulfilling every promise made to our valued customers. However, in the rare event that we fall short of your expectations, we take your grievances seriously and prioritize their resolution.
This document outlines the structured mechanism adopted by moonglancecareer.com to address customer complaints, collect feedback, and continually improve our services.
Core Principles of Our Grievance Policy:
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Every customer will be treated fairly and with empathy.
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All concerns and complaints will be handled courteously, transparently, and in a timely manner.
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We are accountable for our service levels and customers have the right to raise issues if expectations are not met.
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We shall inform customers of the appropriate channels for escalating grievances and their legal rights.
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Our team is committed to working in good faith and in the best interest of our customers.
Acknowledging Human Error
While we aim for perfection, we acknowledge that service gaps may occasionally arise. These can result from system limitations or communication gaps. We encourage customers to provide feedback or file complaints via written communication or email.
Customer Awareness
We ensure that all customers are made aware of their right to raise grievances through the appropriate channels. This policy may be updated periodically, and customers are encouraged to review it regularly on moonglancecareer.com.
Staff Training & Sensitization
All team members, without exception, undergo periodic training to handle queries and grievances effectively. We analyze recurring complaint trends to address root causes and build long-term trust with our users.
Response Timelines
We have defined expected timelines for addressing different types of concerns:
| Concern Type | Estimated Response Time |
|---|---|
| First Response | Within 24 working hours |
| Follow-up Query | Within 48 working hours |
| Escalated Complaint | Within 7 working days |
| Formal Grievance Redressal | Within 15 working days |
| NEFT Refund to Bank Account | Within 7 working days |
Customers are requested to escalate their concern to the next level only if the resolution is not provided within the defined time.
Escalation Process
In the event of unsatisfactory resolution or delay beyond the stated timeline, customers may escalate their grievance through our tiered redressal system or pursue other legal remedies as applicable under Indian law.
For all complaints, queries, or escalations, please contact:
📧 support@moonglancecareer.com
MOONGLANCE CAREER (OPC) PVT LTD
Delhi, India
https://moonglancecareer.com