My DawaiWala Grievance Redressal Policy

3.1 Submission of Grievance

Customers who have not received their medicine deliveries within 20 minutes of the order time may submit a grievance through one of the following channels:

• Call our customer support hotline at [Customer Support Number].
• Send an email to infodawaiwala@gmail.com.
• Use the "Grievance Redressal" feature on our website to submit a written complaint.

3.2 Investigation and Resolution

• Upon receiving a grievance, our customer support team will initiate an investigation into the matter.
• We will prioritize resolving grievances related to delayed deliveries within the shortest possible time frame.
• Our team will communicate with relevant stakeholders, including delivery personnel and logistics partners, to determine the cause of the delay.
• Once the cause of the delay is identified, we will take appropriate corrective actions to resolve the issue and ensure timely delivery of the medicines.
• We will keep the customer informed about the status of their grievance and the steps being taken to address it.

3.3 Escalation

• If a customer is dissatisfied with the resolution provided by our customer support team, they may escalate the grievance to the Grievance Redressal Officer.
• The Grievance Redressal Officer will conduct a thorough review of the grievance and the actions taken to resolve it.
• The Grievance Redressal Officer will communicate the final decision to the customer and take any additional steps necessary to address the grievance.