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Statutory Grievance Redressal Policy
Jyoti Diamond is dedicated to maintaining the highest level of trust, customer satisfaction, and ethical standards across all certified diamond sales and concierge services. Should you experience any grievance regarding order fulfillment, certification authentication, billing, or quality standards, we offer a structured three-tier redressal framework.
Designated Grievance Officer
Pursuant to Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the details of our appointed Grievance Officer are set forth below:
Appointed Grievance Officer:
Three-Tier Grievance Redressal Process
Client Concierge Support
For everyday questions regarding shipments, resizing, or payment processing, reach our 24/7 client desk via support@jyotidiamond.com or phone +91-1800-000-111. Most inquiries are resolved within 24 hours.
Escalation to Grievance Officer
If Level 1 concierge fails to resolve your concern satisfactorily within 48 hours, escalate directly to the Grievance Officer with your Order Reference Number and case history at grievance.officer@jyotidiamond.com.
Executive Committee Review
Complex gemological re-certification or insurance dispute escalations are reviewed by the Board Audit & Quality Committee headed by an independent director. A formal written findings report is issued.
Timelines for Acknowledgment and Redressal
- Formal Ticket Acknowledgment: Within 48 business hours of receipt of grievance, containing a unique Grievance Tracking Token.
- Investigation & Verification: Gemological stone inspection or logistics audit completed within 5 business days.
- Final Redressal & Resolution: Within a maximum of 15 business days from ticket initiation.
