Complaints Policy

1. Introduction

At VMG BPO (VMG), we are committed to delivering high-quality outsourcing services to our clients worldwide while fostering a positive, professional work environment for our team members. We acknowledge that concerns and complaints may arise, and we are dedicated to addressing them fairly, promptly, and transparently.

2. Scope

This policy applies to:

• Clients who have concerns regarding the services provided by VMG.
• Team members who wish to raise workplace-related complaints, including grievances about management, colleagues, or working conditions.

3. How to Lodge a Complaint

3.1 Clients

Clients may submit their complaints through the following channels:

• Email: [email protected]
• Online Form: Available on our website under the Contact section.
• Phone: +91-9620 320 320 (Business hours: Monday to Friday, 9 AM – 6 PM IST)

3.2 Team Members

Team members can report complaints via:

• Email: [email protected]
• Direct Communication: Speak with their immediate supervisor

4. Complaints Handling Procedure

4.1 Acknowledgment

• VMG will acknowledge receipt of the complaint within 48 hours.

4.2 Investigation

• A complaints officer or designated team will review the matter.
• Investigations will be conducted fairly and confidentially.
• The process may involve gathering statements from relevant parties and reviewing documentation.

4.3 Resolution

• Clients: A resolution or response will be provided within 10 business days.
• Team Members: Workplace grievances will be addressed within 15 business days, with possible mediation if necessary.
• If further investigation is required, the complainant will be notified with an estimated timeline.

5. Escalation Process

If a complaint is not resolved satisfactorily:

• Clients may escalate the issue to the Senior Management Team at [email protected]
• Team Members may escalate their concerns to HR Leadership at [email protected]

6. Confidentiality & Non-Retaliation

• All complaints will be handled with strict confidentiality.
• Team members raising complaints in good faith will not face retaliation.

7. Review & Continuous Improvement

• This policy will be reviewed annually to ensure effectiveness.
• Feedback from clients and team members is encouraged to enhance our complaint-handling process.

For further assistance, please contact our Complaints Department at [email protected]

As on: March 25, 2025