Complaints and Grievances Policy

Last Updated: Nov.02/2024

At eRhine LLC, we are dedicated to providing high-quality services and maintaining positive client relationships. We recognize that concerns may arise and aim to address them fairly, respectfully, and efficiently. This Complaints and Grievances Policy outlines the procedure for clients to submit complaints and our commitment to resolving them promptly.

1. Purpose

This policy provides a transparent process for clients to voice complaints or grievances related to eRhine LLC’s services, staff conduct, or other operational matters. We take all concerns seriously and strive to achieve satisfactory outcomes for our clients.

2. Submitting a Complaint

Clients are encouraged to submit their complaints as soon as possible after an issue arises. Complaints may be submitted through any of the following channels:

Email: complaints@eRhine.com
Phone: +1 (602) 456-1133
WhatsApp: +1 (602) 715-3701
Mail: eRhine LLC, 3218 E Bell Rd, Ste #1298, Phoenix, AZ 85032, USA

To help us address your complaint efficiently, please include the following information:

Full Name and Contact Information
Description of the Issue: Include relevant dates, service details, and any supporting documentation.
Desired Outcome: State what resolution you are seeking, if applicable.

3. Complaint Handling Process

Upon receipt of your complaint, we will follow these steps to ensure a fair and thorough response:

Acknowledgment: We will acknowledge receipt of your complaint within two business days, confirming that we have received your concerns and are beginning our review.
Investigation: A designated team member will investigate the matter by reviewing relevant records, consulting with involved staff members, and assessing any supporting documentation.
Response Timeline: We aim to provide a full response within ten business days. If additional time is needed, we will inform you of the delay and provide an updated timeline.

4. Resolution Process

Our team will review your complaint carefully, and where appropriate, we will take corrective action to address the issue. Possible resolutions include:

Clarification or Additional Information: Providing further details on the service or issue.
Service Adjustments or Corrective Actions: Making necessary adjustments or improvements based on the nature of the complaint.
Refunds or Credits: Offering a partial or full refund or a service credit, if applicable and within our policies.

Once we have reached a decision, we will communicate the resolution to you promptly.

5. Appeals Process

If you are not satisfied with the outcome, you may request a further review. Appeals should be submitted within five business days of receiving our initial response.

Appeal Submission: Send your appeal to complaints@eRhine.com with any additional information that may help us in re-evaluating your case.
Appeal Review: A senior team member will review your appeal and any new information provided. We will aim to resolve the appeal within ten business days.
Final Decision: After a thorough review, we will provide a final decision. This decision will conclude our internal review process.

6. Confidentiality

All complaints and related information will be treated with strict confidentiality. Only staff directly involved in the investigation and resolution process will have access to the details of the complaint.

7. Commitment to Continuous Improvement

eRhine LLC values client feedback as an opportunity to improve our services. We regularly review complaints and grievances to identify patterns or areas for improvement. This commitment to quality ensures that we continue to provide the best possible service to all clients.

8. Contact Information

If you have any questions about this policy or need assistance with submitting a complaint, please contact us at:

Email: contact@eRhine.com
Phone: +1 (602) 456-1133

9. Policy Changes

eRhine LLC reserves the right to modify or update this Complaints and Grievances Policy at any time. Updates will be posted on this page, and clients are encouraged to review the policy periodically.