Frequently Asked Questions
What is Voxya? What service does Voxya provide?
Voxya is a unique platform for resolving consumer complaints against brands quickly. We help consumers in fighting against injustice, fraud and lousy customer service. We use social media, business network and legal framework to resolve consumer disputes. We take every consumer complaint personally and ensure that we do everything that we can to get the consumer complaints resolved.
How can I file a consumer complaint?
You can file a consumer complaint by filling up this form [https://voxya.com/file-consumer-complaint] at our website.
Do I need to pay for filing a complaint?
No, you need not to pay anything for filing a free complaint at our website. Infact we will go one step ahead and start a social media campaign & send email to company without any cost to you! However, if you think that your complaint will remain unresolved then you should pay for sending notice to company through registered post and getting documents in prescribed format for approaching consumer forum.
What is the guarantee that my complaint will be resolved?
There is no 100% guarantee that your complaint will be resolved but rest assured that we will try our best to solve your complaint. However, we can not guarantee any results to you. We have seen that most of the companies will resolve complaints genuinely, if you bring them to their notice. They do not want to loose customers. If the company does not resolve your complaint, we will prepare consumer complaint and give it to you. You can approach your nearest consumer forum for filing consumer complaint.
What are the charges for drafting & sending notice to company via registered post?
We charge Rs.849/- only for drafting and sending professional notice to company via registered post.
What are the charges for getting documents to file complaint in consumer forum?
We charge Rs.650/- only for preparing documents in prescribed format for filing complaint in consumer forum. We will draft the consumer complaint along with affidavit as per the prescribed format. You just need to sign the documents and submit them in the consumer court (it takes 2-3 hours).
How can I make a payment?
You can pay online using a debit card, credit card, netbanking options.
What will happen once the payment is made?
If you have paid for sending registered notice to the company:
We will draft and send notice via registered post to the company within 7-9 working days time. You will also get a copy of the notice and will receive reply from company, if they directly reply.
If you have paid for preparing documents for approaching consumer forum:
We may call you to understand your complaint. Once all the details are collected, we will draft the consumer complaint along with affidavit as per the prescribed format and will send it to you via registered post. Please note that the consumer forum should be approached after 30 days of sending Legal Notice.
Do I need to do anything after posting a paid complaint?
Yes, you need to provide your KYC document and valid evidences in support of your complaint, after posting a paid complaint. It is mandatory to provide your KYC documents to us, so that we can take action on your complaint. Without KYC documents, your complaint will not be entertained.
How much time you will take to resolve my complaint?
It is the company who actually has to resolve your complaint. Hence, we can not estimate how much time it is going to take to resolve your complaint. We have seen that most of the companies will resolve your complaints quickly but there is no definite timeline.
Which KYC documents are required to post a paid complaint?
You need to provide atleast one Proof of identity and one Proof of current address as your KYC document. A complaint without any valid KYC document, can not be entertained and will be marked resolved/closed after 20 days. It does not matter if you have made payment for posting complaint or it was posted free. We require KYC documents in both the cases. Following documents are accepted:
ii) Voter ID Card
iii) PAN Card
iv) Driving License
v) Aadhaar card
Do I need any evidences in support of my complaint?
Yes, you need to provide evidences in support of your complaint. A complaint without any valid evidences in support, can not be entertained and will be marked resolved/closed after 20 days. It does not matter if you have made payment for posting complaint or it was posted free. We require evidences in both the cases. Also, the evidence submitted need to be read-able and must be in either Hindi or English.
What is your refund policy?
Please note that once we start working on your complaint, we are unable to offer any refund to you. We charge money for
covering our expenses for contacting, drafting, preparing and sending documents & notices to you and the company. Sometimes
inspite of our best efforts - the company may still refuse to resolve the problem. In such cases, we deem that we have provided
our services satisfactorily and have done everything possible to resolve the matter.
As we offer basic services free and only charge money to cover expenses of providing paid services, so we are unable to offer any refund on your purchase. We do not under any circumstances issue refunds for paid services. This is non-refundable since it is not returnable. Please check the description of the service properly, before buying it and paying for it. We have no obligation to provide you a refund in following situations like:
You do not want it after you have purchased & paid;
The service did not meet your expectations;
You simply change your mind;
You purchased any service by mistake; or
You do not have sufficient time & knowledge to use the service or the help provided.
But we offer money back guarantee within 7 days time of making payment, if:
i) We have not yet started working on your complaint
ii) We have failed to take any action on your complaint e.g. sending email, posting at Facebook etc.
iii) You have not received any email or phone call from us
In order to claim money back, please contact us and provide these below details to receive refund:
- Your voxya.com complaint URL
- Your email id or mobile number used while making payment
- Your transaction number
Please note it may take upto 30 days in getting refund from us.
Which address of the company will be used for sending legal notice?
We will be sending legal notice to the known registered address of the company or to the head office address of the company, whichever is available and known to us. If the company address is not known then we will send the Legal notice in two copies to your address and you can send it directly to the company.
What happens if the address of the company is not reachable through the Indian postal service?
If the address of the company is not reachable and the registered post has returned undelivered, we can not take any further action on your complaint for obvious reasons. You should seek help of lawyer or police in that case.
Can you send me a soft copy of the legal notice or case documents?
We generally do not provide any soft copy of the legal notice or the case documents. We only provide hard copies of the same. But if you want to pursue the case yourself then we can prepare and send the soft copies to you. But in that case, we will not be pursuing the case on your behalf and you only will be responsible for everything.
I have received response from the company after you sent Legal Notice to them. Can you reply / communicate with them on my behalf?
Yes, if you want we can keep communicating and fighting for your case but we charge one-time fee of Rs.3000/- for doing unlimited rounds of communication with your company after Legal Notice.
Can you send the Legal Notice / Case Documents again to my new address?
Yes, we can send Legal Notice / Case Documents again to you but we charge Rs.500/- extra per registered letter.
What happens if the company is ready to resolve a free complaint & settle the dispute?
In this case, you have three options:
1. Resolve the complaint and settle the dispute mutually with company.
2. Close this complaint at voxya.com as you no longer wants to fight.
3. Continue your fight and send legal notice and get help for approaching consumer forum.
You need to let us know how you want to proceed within three days of receiving the intent of settlement. Please note that we charge a mediation fees of Rs.9000/- for finalizing the settlement agreement with your company. This charge is for covering our expenses to contact both the parties, provide consulting, agreement drafting services etc.
A friend of mine posted a complaint, then the company resolved it but you didn't remove his complaint. Why?
I posted a complaint and company resolved the issue. What should I do now?
Login into your Voxya account and then go to "My Complaints". Click the title of your complaint, and click 'Mark Resolved' to mark this complaint as resolved and post a new public comment.
We are a Company and want to resolve the complaint. How to resolve?
Create your free Company account and start resolving complaints at our platform. You can also post comments / responses which are displayed publicly to all the consumers.