External Grievance Mechanism Policy

1. Purpose

This policy outlines the procedure for receiving, investigating, and resolving grievances raised by external stakeholders, including customers, suppliers, community members, and other individuals or organizations that interact with Enchante Brands Pvt Ltd (also referred as “EBPL” hereinafter). The objective is to ensure timely, fair, and effective resolution of concerns that may arise due to our business operations, products, or services.

2. Scope

This policy applies to all (a) non-employees, (b) persons/ entities who have placed orders with EBPL (c) persons/ entities who have purchased a product from EBPL, and who wish to raise concern or grievance regarding the conduct, operations, or impacts of EBPL.

3. Guiding Principles

- Accessibility: The grievance mechanism is publicly available and easy to access.
- Transparency: The process is clearly defined, and progress is communicated to the complainant.
- Confidentiality: Grievances are handled in a confidential manner to protect all parties involved.
- Impartiality: Grievances are handled objectively, without bias or retaliation.
- Responsiveness: Timely acknowledgment, investigation, and resolution of concerns.

4. Protection Against Retaliation

The company strictly prohibits retaliation against any employee or stakeholder who reports a concern in good faith. Anyone found engaging in retaliatory behavior will face disciplinary action, up to and including termination. Legal protections under applicable whistleblower laws will be upheld.

5. What Can Be Reported?

External stakeholders may raise grievances regarding, but not limited to:

- Product or service quality
- Ethical or legal violations
- Human rights concerns
- Environmental impacts
- Health and safety issues
- Corruption or fraud

6. Reporting Channels

Grievances can be submitted through the following channels:
Email: grievance@enchantebrands.com
Mail: EBPL, Attention: External Grievance Officer, 6th Floor, Sakti Statement, Outer Ring Road, Green Glen Layout, Bellandur, Bengaluru - 560103
Phone: 9740508909.

7. Grievance Handling Procedure

a. Acknowledgement: EBPL will endeavor to acknowledge grievances within 10 business days of receipt.

b. Assessment: The grievance will be reviewed to determine whether it falls within the scope of this policy and if additional information is needed.

c. Investigation: A thorough and impartial investigation will be conducted, involving relevant parties.

d. Resolution & Response: EBPL will endeavor to issue (a) a formal response within 30 business days, or (b) an update if more time is required.

e. Appeal Process: If the complainant is not satisfied, they may request an appeal or escalation, which will be reviewed by senior management.

8. Record Keeping 

All grievances and resolutions will be documented and retained securely in accordance with applicable law.

9. Non-Retaliation

No individual or organization will face retaliation for submitting grievance in good faith.

10. Continuous Improvement

Enchante Brands/Worldwide Pvt. Ltd. will periodically review grievance trends to identify systemic issues and improve operations accordingly.