Complaints Handling Guide
Purpose
This guide establishes a structured framework to ensure that all complaints from candidates, employers, and users are handled in a fair, transparent, and timely manner.
Scope
Applicable to:
- Job seekers (candidates)
- Employers / recruiters
- Vendors / partners
- Platform users
Definition of Complaint
A complaint is any expression of dissatisfaction relating to:
- Job postings (fake, misleading, expired)
- Recruitment practices(fraud, misrepresentation)
- Service Payments or subscriptions
- Data privacy concerns
- Platform misuse or misconduct
Regulatory Framework
This policy aligns with:
Complaint Channels
Users can raise complaints via:
- Email: complaints@visaliv.com
- Website: “Contact Us” / “Report Issue” form
- Customer support helpline
Complaint Categories
- Fraud & Scam
- Fake job offers
- Unauthorized payment demands
- Service Issues
- Login/access problems
- Subscription/payment disputes
- Content Issues
- Misleading or duplicate job postings
- Behavioral Issues
- Harassment or discrimination
- Data Privacy
- Unauthorized use or breach of data
Complaint Handling Process
Complaint acknowledged within 24–48 hours
Unique Ticket ID generated
Categorization of complaint
Priority assignment:
High: Fraud, data breach
Medium: Payments, disputes
Low: General queries
Review internal logs and communications
Engage concerned parties if required
Escalate critical mattersto compliance/legal
Resolution to be provided within 45 daysfrom receipt of complaint
Interim updates shared for long-pending cases
Finalresponse communicated to complainant
Case formally closed after confirmation
Feedback recorded
Escalation Matrix
- Level 1: Customer Support - Up to 3 days
- Level 2: Compliance Officer - Up to 15 days
- Level 3: Senior Management - Within 45 days
Grievance Officer (Mandatory Requirement – India)
As per IT regulations:
Name: Monisha Bhatia
Phone: +91 85271 56979
Email: monisha.bhatia@visaliv.com
Acknowledgement: Within 24 hours
Final Resolution: Within 45 days
Fraud Prevention Measures
- Recruiter KYC verification
- Monitoring suspicious activity
- Blocking fraudulent accounts
- Awareness alerts for users
Data Protection & Confidentiality
Maintain strict confidentiality of complaint data
Comply with Digital Personal Data Protection Act, 2023
Secure storage of records
Record Keeping
Maintain records including:
- Complaint ID
- Date of receipt
- Nature of issue
- Actions taken
- Resolution details
- Retention Period: Minimum 3 years
Reporting & Monitoring
- Monthly complaint trend analysis
- Fraud detection reporting
- Continuous process improvement
Policy Review
- Annual review (every 12 months) or upon regulatory updates