Grievance Redressal

1. Purpose

Balaji Agro Chemicals & Fertilizers (“BACF®”) is committed to addressing complaints from farmers, customers, dealers, distributors, website users and Data Principals fairly and promptly. This policy sets out how to raise a grievance and how we handle it, including under the Consumer Protection Act, 2019, the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023.

2. What you can raise

• Product quality, suspected counterfeit or mislabelled products
• Dealer conduct, overcharging above MRP, or refusal of a bill
• Returns and refunds
• Content on the Website, including errors or infringing material
• How we collect, use or protect your personal data, or a request to exercise your data rights

3. Grievance Officer

4. How to raise a grievance

Please include:

• your name and contact details;
• the product name, batch number, date and place of purchase, and a copy of the bill, where relevant;
• a clear description of the issue, with photographs of the product, pack and crop where relevant;
• what you would like us to do.

For data-protection requests, write from the email or phone number you used with us, so we can verify your identity.

5. What happens next

• Acknowledgement: within forty-eight (48) hours of receiving your grievance, with a reference number.
• Review: we may ask for more information, samples, photographs or a field visit. For product complaints, the outcome depends on the investigation of the batch and how the product was stored and used.
• Resolution: we aim to resolve grievances within thirty (30) days of receipt. If more time is needed, we will tell you why and when to expect a response.

6. If you are not satisfied

You may ask for your grievance to be reviewed by the proprietor by replying to our response.

For complaints about personal data, you may file a complaint with the Data Protection Board of India after exhausting this process. Consumers may also approach the appropriate Consumer Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline (1915). For complaints about fertilizers or pesticides sold in the market, you may also inform your district agriculture officer.

This policy does not limit any right you have under law.