MECHANISM FOR GRIEVANCE REDRESSAL

M/S Nature Wellness Private Limited (hereinafter addressed as NWPL) has made the best grievance redressal mechanism process for the Consumers/ Nature Wellness Associate and takes all precautions to offer the best grievance redressal to them, however in case of unavoidable circumstances, NWPL has devised a unique process to solve the problems that Consumers / Nature Wellness Associates may face.

Objective of Grievance Redressal Mechanism

  • Compliance with Direct Selling Applicable Rules issued by Ministry of Industry, commerce and supplies, Govt. of Nepal
  • One Platform for All grievances/complaints
  • To acknowledge grievances/complaints and resolve systematically
  • All customers/Direct Sellers are treated fairly and without biasness
  • All queries raised by Consumers/Direct Sellers are handled with courtesy and timely redressal

NWPL complies with the Direct Selling (Business) Management Directive, 2078 and Direct Sales of Goods (Management and Regulation) Rules, 2076 Issued by: Ministry of Industry, Commerce and Supplies, Government of Nepal and has also instructed its Dr. Nature Associate to do so.

NWPL maintains a register to keep the track of Grievances received from Consumer / Dr. Nature Associate etc. Each Grievance is numbered, (To facilitate easy tracking) acknowledged within 48 hours of its receipt at the Customer Care Centre. Also, Consumers/Direct Sellers can register their grievances in either of the mentioned modes –

Mode of Grievances/Complaints Registration Timings Details of mode of contact
E-mail 24*7 naturewellnessnepal@gmail.com
Calls 10 AM to 6 PM (Business Days) +9779709103795
Website Grievance Cell 24*7 www.naturewellnessnepal.com
Written Application (By Courier) 24*7 Registered address: Kathmandu Metropolitan City-32, Jadibuti, Kathmandu, Nepal
Walk-in 10 AM to 6 PM (Business Days) Registered address: Kathmandu Metropolitan City-32, Jadibuti, Kathmandu, Nepal

Grievances received are maintained electronically. Each grievance is assigned a unique receipt number which is intimated to the Customers / Nature Wellness Associate on their registered E-mail ID and Mobile Number within 48 hours of its receipt at the NWPL’s end.

Consumers/ Nature Wellness Associates need to keep the unique receipt ID secure with them in order to track and follow-up the outcome.

NWPL has appointed xxxxxx, as the Grievance Redressal Officer. Contact details of the Grievance Redressal Officer are as mentioned below:

Name Mail ID Contact
xxxxxxx naturewellnessnepal@gmail.com +9779709103795

Grievance Redressal Officer will redress the grievance within 30 days from the date of receipt of Grievance.

In case there is a delay of more than 30 days in resolving the issue, he / she will inform the Consumer/ Nature Wellness Associate with reason of delay on their registered E-mail ID/ WhatsApp or SMS on their registered Mob Number.