(For Customers and Direct Sellers)
This Grievance Redressal Policy (“Policy”) is adopted and implemented by Falcon Marketing Pvt. Ltd., operating under the brand name VCN (Vcare Network) (“Company”), to provide a transparent, accountable, and time-bound mechanism for addressing grievances raised by Customers, Direct Sellers, and other stakeholders. This Policy is framed in accordance with the Consumer Protection Act, 2019, the Consumer Protection (Direct Selling) Rules, 2021, and other applicable laws governing lawful product marketing and consumer protection in India.
The Company conducts a product-centric business and recognises that an accessible grievance mechanism is an essential element of lawful operations. Accordingly, this Policy provides a structured procedure for receipt, review, investigation, and resolution of complaints, while ensuring fairness to all parties and maintaining compliance with statutory requirements.
This Policy applies to complaints arising out of the Company’s products, services, transactions, platform usage, delivery, refunds, billing, or conduct of Direct Sellers. It includes grievances relating to product quality, damage, expiry concerns, delivery issues, refund or replacement disputes, alleged misrepresentation, account suspension, compensation plan misunderstanding, data concerns, or any alleged deficiency in service.
The mechanism applies equally to Customers and Direct Sellers and operates alongside the Customer Agreement, Direct Seller Agreement, Code of Conduct, and Refund Policy.
A grievance may be submitted through the official grievance communication channels notified by the Company, including the designated email address, website form, or written submission at the registered office. Complaints raised through social media platforms, messaging applications, or informal channels shall not be treated as formally registered unless recorded through the official mechanism.
The complainant must provide sufficient identifying details and supporting information to enable investigation. The Company may request additional clarification where necessary.
Upon receipt of a complaint through official channels, the Company shall register the grievance and acknowledge receipt within forty-eight (48) hours, along with a reference number for tracking. Such acknowledgement shall only confirm receipt of the complaint and shall not be construed as acceptance of allegations or admission of liability.
Upon registration, the Company shall undertake an independent review of the matter based on available records, system data, transaction details, and communications. Where the complaint concerns product quality, the Company may require return of the product for inspection or testing. Where the complaint concerns the conduct of a Direct Seller, the Company shall obtain an explanation from the concerned Direct Seller and evaluate compliance with the Direct Seller Agreement and Code of Conduct.
The Company shall assess each complaint objectively and conclusions shall be based on documented evidence and applicable policies.
A complaint against a Direct Seller shall not, by itself, constitute admission of fault or liability on the part of the Company. The Company operates through independent Direct Sellers governed by contractual obligations, and any allegation shall be evaluated after verification of facts. Liability, if any, shall be determined only after completion of investigation in accordance with law and Company policies.
The Company shall endeavour to provide a substantive response within seven (7) working days and a final decision within thirty (30) days from receipt of the complaint. Where circumstances require extended verification, the complainant shall be informed of the delay and expected timeline.
Upon completion of investigation, the Company may provide refund, replacement, corrective action, or reject the complaint with reasons. Where misconduct by a Direct Seller is established, the Company may issue warning, suspension, termination, or take legal action as appropriate.
If the complainant is dissatisfied with the response, the matter may be escalated to the Grievance Officer within fifteen (15) days of the response. The Grievance Officer shall independently review the matter and issue a reasoned decision. This shall constitute the Company’s final internal resolution, without prejudice to statutory remedies.
The Company shall cooperate with lawful directions of regulatory authorities and may share complaint records, investigation findings, and supporting documents with competent authorities where required under law. Such cooperation shall not be treated as admission of liability but as compliance with statutory obligations.
All records maintained by the Company including digital logs, transaction data, communications, and grievance documentation shall constitute valid business records and may be relied upon as evidence in any legal or regulatory proceedings.
Complaints found to be false, fabricated, abusive, or filed with intent to harass may be rejected, and the Company reserves the right to take appropriate legal action.
This Policy provides an internal resolution mechanism and does not restrict the right of any person to approach statutory authorities or legal forums in accordance with law.
The Company shall maintain records of complaints and resolutions for the period prescribed under applicable law for audit, compliance, and regulatory purposes.
In compliance with applicable consumer protection and direct selling regulations, the Company appoints a Grievance Officer responsible for supervision of grievance handling and regulatory coordination.
Grievance Officer Details
Name: Harminder Singh Sodhi
Designation: Grievance Officer
Email: grievance@vcarenetwork.com
Contact Number:09876453626 ]
Registered Office Address:VCN Tower,37/2 cool road,jalandhar,Punjab
The Grievance Officer shall ensure acknowledgement of complaints, adherence to timelines, fair investigation, and maintenance of records, and shall act as the nodal contact for regulatory authorities.
The Company remains committed to fair, transparent, and lawful resolution of grievances and encourages stakeholders to utilise this mechanism for prompt resolution prior to pursuing external remedies.
