CUSTOMER
GRIEVANCE POLICY

We at Bira 91 (“B9 Beverages Private Limited”) value our customers, the network partners and assure them of a sincere and transparent service at all times. We understand the need and responsibility for technology driven businesses like Bira 91 Make Play Application to constantly evolve and improve the business practices to meet customer expectations. We take pride in keeping our customers at the centre of all our activities. Despite our best intentions there is a possibility that there could be an inadvertent slippage in service quality due to the ‘human’ element involved in the delivery of service.

As a service organization, we promote ""Excellence in Delivery"" and therefore customer feedback forms an integral part of our improvement as an organization. The feedback provided by our customers is taken seriously, evaluated, and adopted to improve our internal processes and training.

This policy document aims at communicating the various redressal mechanisms available to our customers, our service guarantee and redressal timelines.

Customer Service Principles

Bira 91 Make Play Application’s policy on grievance redressal follows the below principles.

• Customers are the centre of all initiatives and strategies developed at Bira 91.
• Bira 91 will take care of all complaints in a fair and efficient manner.
• "Delighted" customers are a necessity for business growth and survival.
• Bira 91 promises to resolve any or all issues faced by our customers effectively and within the communicated time frame.
• Bira 91 has a dedicated Customer Engagement Centre under the Customer Service Department (CSD) to manage customer queries and to resolve grievances.

The Customers can send in their Queries, Requests or Complaints in the following ways:

Online chat: Customers can go to the Hamburger Menu -> Click on Customer Support -> Post a query, we will respond instantly.

Email: You can write us at care@bira91com and submit your queries.

Toll Free Number: You can also call on 1800-300-23010 to raise a query

We may need error screenshots from you in order to resolve your issue.

These mechanisms are dedicated to redressing customer complaints, providing instant online resolution wherever possible, and capturing customer feedback.

On receiving customer feedback, our executives will reach out to the concerned customers and ensure that all grievances are addressed as per the pre-defined Service Level Agreement communicated below.

The SLAs are subject to change without prior notice.

Acknowledgement of Grievances:

The Customer Engagement Centre will acknowledge the grievance immediately upon receipt of the complaint in the form of an auto response in case of Emails or Online chat queries.

The customer will also be kept informed on the progress towards the final resolution, or of any delays in redressing the concern.

All complaints will be closed based solely on customer feedback and acceptance of closure.

If the complaint is not resolved within the SLA specified timelines or if the response provided is unsatisfactory, the customer can choose to escalate the concern to our Level 2 Escalation officer, citing the Complaint Reference Number.

Note - In all scenarios, a reference number will be provided for all future communications.

Note – Escalations without a complaint reference number will not be treated as complaints.

Customer Grievance Redress Escalation Matrix

As a discontent customer, we provide the benefit of escalation as below.

Escalation: Level 2

In case the customer is not satisfied with any of the following, he/she may escalate the issue by writing us at smriti.chaudhary@bira91.com

Resolution provided by Level 1 executives.

Behaviour of any representative at Bira 91.

Breach in Service Level Agreements or timelines.

All escalations received with the required details such as reference number, will be addressed within forty-eight (48) working hours to seven (7) days, taking into consideration special cases involving a third party.

Escalation: Level 3

If the customer is still not satisfied with the resolution provided after a level 2 escalation, he/she can further escalate the concern by writing us at shikhir.magan@bira91.com

All grievances will be addressed and resolved within a maximum period of 15 working days.

Escalation: Level 4

If the customer is still not satisfied with the redressal provided even after 3 levels of escalations, he/she has the option of escalating to the highest level.

Note: Applicable only when the level wise escalation is followed.

Name: Vaibhav Verma

Email: vaibhav.verma@bira91.com

Phone: +91-11-49206615

Note: All grievances will be addressed and resolved within a maximum period of 15 working days.

Grievance Officer/Nodal Officer

In accordance with (1) Information Technology Act, 2000 and rules made thereunder, and (2) Consumer Protection (E-Commerce) Rules 2020, the name and contact details of the Grievance Officer/ Nodal Officer is provided below:

Name of the person: Vaibhav Verma

Company Name: B9 Beverages Pvt Ltd

Address: H-106, Second Floor, Connaught Place, New Delhi -110001

Phone: +91-11-49206615

Email: vaibhav.verma@bira91.com

Time: 9:30 AM – 6:00 PM

Nodal Authority Functions & Powers

The functions & powers of the Nodal Authority are as follows.

• The Committee will address the grievance if the customer is not satisfied with the decision of the Customer Support team.
• The Committee will be responsible for ensuring timely and effective implementation of all regulatory requirements concerning customer service.
• The Committee shall have right to ask for all records from the Customer Support team and the customer.
• The Committee will look into the simplification of procedures and practices prevailing in the Company with a view to safeguarding the interests of customers of the Company.
• The Committee will endeavour to proactively advise the Customer Support team on pending complaints.

Note: Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above.