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| CUSTOMER QUERY/COMPLAINT HANDLING PROCESS |
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| At metaljunction we always try our level best to meet your needs and we'd like our relationship to be pleasant and rewarding. In this pursuit for better service we have restructured the 'Customer Query' and 'Complaint Handling Process'. |
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| Customers can now make an initial Contact with the process owners. The process owners will make their best attempt to resolve your queries within 12 hours of their receipt. |
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| You can contact metaljunction for the following kind of queries: |
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| 1) Live auction related queries which need immediate resolution. |
| 2) Pre auction related queries which need immediate resolution. |
| 3) Pre Auction related information/issues which are process owner specific. |
| 4) Post Auction related information/issues which are process owner specific. |
| 5) Client's operation related queries. |
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| Category |
Query Category |
Query Types |
Contact details |
| 1 |
Live Auction related |
1. Auction start time/reason for delay in auction start |
Auction Room 03322883150 03322883151 03322888247 03322883206 03365501139 03365501142 |
| 2. Unable to see auction although logged in |
| 3. Unable to bid |
| 4. Query related to on going H1 price |
| 5. Bidding request |
| 6. Lowering the SBP |
| 7. Clarification on bidding norms in the running auction, |
| 2 |
Pre Auction query related to live auction |
1. User id/Password related query during or before start of auction |
Tania 03366106135/6178 09231026953/27304 |
| 2. Query on unable to bid- as name missed out during bidder attachment |
Obhishek 03366106166 09231025876 |
| 3. Query on why debarred from auction |
Paromita 03366106205 09231026072 |
| 3 |
Pre Auction related generic queries |
1. Query /Problem related to Inspection schedule |
(1-7)-As per plant wise preauction list in attachment - Click Here |
| 2. Query related to material to be auctioned-clarification related to them |
| 3. Request for delay in auction schedule |
| 4. Query on auction schedule |
| 5. Query related to participation norms |
| 6. SOI/LOI/SD/EMD submission related query |
| 7. Query on receipt of relevant documents |
| 8. Delayed refund problem/couriered refund not received |
3366106150 |
| 9. Request for change of bidder profile details |
Tania 03366106135 09231026953 |
| 10. Training request/clarification |
Sourav 03366106286 09231026025 |
| 4 |
Post Auction related generic queries |
1. Delay in results-problems faced as a result |
Arup/ Sourav 03366106121/211 |
| 2. Delay in bank realization for payment already made |
Nirmalya/ Sudipta 03366106395/220 |
| 3. Delay in DO release |
DO Section 03366106192/214/296/190 |
| 4. Request to release DO without relevant documents |
Arunava/ Anup 03366106294/215 |
| 5. Exemption of interest charges for delayed payment |
Arunava 03366106294 |
| 6. Lot closure related query |
Arindom/ Anup 03366106158/215 |
| 7. Refund related clarification/query |
| 8. Delayed refund problem/couriered refund not received |
| 9. Problem in lifting, |
Anup 03366106215 03366106215 |
| 10. Problem in material |
| 11. Auction results |
Arup/Sourav 03366106121/211 |
| 12. H1 price received in lots of an auction just conducted, Confirmation letters not received/unable to download, Clarifications related to payments/calculations, mode of payment, payment depositing places |
Arup/Sourav 03366106121/211 |
| 5 |
Client Related complaints |
Queries related to activities which Client performs. |
As per plant wise KAM list in attachment - Click Here |
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| Escalation: In case satisfactory resolution is not received by the bidder from the Initial Contact within specified lead, please log the complaint into this CCHP (Customer Complaint Handling Portal). |
| Link for Customer Support System Login |
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