The document discusses complaint classification and resolution processes at ISA Global. It defines complaints, grievances, requests, escalated requests, and queries. Customers can register complaints via email, website, or mail. All complaints are acknowledged within 3 days and forwarded to the Operations Manager for resolution. Unresolved complaints are escalated after 1 week. A complaint is closed when the request is fulfilled or the customer accepts or does not respond to ISA's response within 4 weeks. The document encourages customers to provide feedback and states that ISA consultants are driven by ethics and aim to satisfy customers. It provides contact details for consultation.

1. Do You Have Any
Complaints?

2. Classification of Complaint/ Grievance, Request,
Escalated Request and Query
Complaint / Grievance: A Complaint/ Grievance is defined as any
communication that expresses dissatisfaction about an action or lack
of action, about the standard of service/deficiency of service of the
Company or asks for remedial action.
Request: Any communication from a customer soliciting a service
such as a change or modification and or any communication seeking
clarity on the outcome of a process/ change in service.

3. Escalated Request: At times customer may require
exceptional handling. These transactions expected
from the Company would have however been
fulfilled in the normal course in accordance with the
Company’s internal processes. These would be
categorized as “Escalated Requests”.
Query: Any communication from a customer for the
primary purpose of requesting information about the
company and/or its services.

4.
How to register a complaint:
The Company’s service strategy is to enable the customer to
register their complaints through multiple avenues.
E­mail:The customer can send an email at complaints at
isaglobal dot in
Website: The customer can fill the complaint form on the
website
Mail: The customer can send the complaint by post or
courier to the following address:
A­40, Sector­4,
Noida ­ 201301
Uttar Pradesh

5. Complaint Resolution Process

6. Complaint Resolution
A written acknowledgement is sent to the complainant
within 3 working days of the receipt of the
complaint/grievance.
All complaints are forwarded to the Operations Manager who
is responsible for the resolution of complaints / grievances in
respect of customer’s service. She is responsible for ensuring
closure of all complaints received by the delivery team.
If the Operations manager feels that it is not possible at her level
to solve the problem the matter is escalated to appropriate
higher authority as laid down in the internal guidelines.

7.
The company strives to resolve the complaint at the
earliest, in most cases within maximum one week. If
the complaint is not resolved within this period, it is
automatically escalated to the senior management.
A complaint is considered as disposed off and
closed when

The company has acceded to the request of the
complainant fully.

Where the complainant has indicated in writing,
acceptance of the response of th Company

Where the complainant has not responded to the
Company within 4 weeks of the company’s written
response.

8. The consultants at ISA are driven by
a strong sense of ethics. There are
negligible chances of you having any
complaints or grievances with our
services.
We assure that our clients are
satisfied with what we have to offer
them. This is why your feedback and
complaints are very important to us
and we work on them with full force.

9. For consultation and appointments, feel
free to contact our consultants on these
details:
Noida/Gurugram Office: 011­39588139
Bengaluru Office: 080­39591616
Mumbai Office: 022­33836036
Hyderabad Office: 040­39594262
Chennai Office: 044­33185286
Kolkata Office: 033­66513201
Pune Office: 020­40111103
Chandigarh Office: 099534­15385
Ahmedabad Office: 099534­15385
Jaipur Office: 099534­15385
Lucknow Office: 099534­15385
Indore Office: 099534­15385
E­mail: info@isaglobal.in

10. For consultation and appointments, feel
free to contact our consultants on these
details:
Noida/Gurugram Office: 011­39588139
Bengaluru Office: 080­39591616
Mumbai Office: 022­33836036
Hyderabad Office: 040­39594262
Chennai Office: 044­33185286
Kolkata Office: 033­66513201
Pune Office: 020­40111103
Chandigarh Office: 099534­15385
Ahmedabad Office: 099534­15385
Jaipur Office: 099534­15385
Lucknow Office: 099534­15385
Indore Office: 099534­15385
E­mail: info@isaglobal.in