CUSTOMER QUERY/COMPLAINT HANDLING PROCESS
At coaljunction 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'.
Customers can now make an initial Contact with the process owners. The process owners will make their best attempt to resolve your queries within 8 hours of their receipt.
You can contact coaljunction for the following kind of queries:
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 (Seller) operation related queries which are Client-KAM specific.
Category	Query Category	Query Types	Contact details
1	Live Auction related	1. Auction start time/reason for delay in auction start.	Auction Room 03322883150 / 03366106152
		2. Unable to see auction although logged in
		3. Unable to bid
		4. 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	Abhishek Kar 03366106174 / 09231023985
		2. Status of registration and account activation.	Prateek Bose 03366106396 / 09231000427
		3. EMD related queries.	Archi Choudhury 03366106397 / 09231001070 Kanika Gupta 03366106152 / 09231024331
3	Pre Auction related generic queries	1. Query related to new registration & renewal processes and documents,	(New registration) Prateek Bose/ Bhanu P.Tiwari 03366106396/217 9231000427/ 25131 (Renewal) Abhishek Kar / Joji George 033-66106174/277 9231023985
		2. Query on receipt of relevant documents,
		3. Query on Bidder ID Card.
		4. Query /Problem related to Auction schedule
		5. EMD submission related query	(EMD / SMS/ Auction) Kaushik Mitra / Archi Choudhury / Kanika Gupta / 03366106194 / 397 / 152 9231086653 / 9231001070 / 09231024331
		6. SMS not received,
		7. Request for change of bidder profile details.
4	Post Auction related generic queries	1. Lot confirmation e-mail related query,	Kaushik Mitra / Archi Choudhury/ Souvik Ghosh / Kanika Gupta /033-66106194 / 397 / 130 / 152 – 9231086653 / 9231001070 / 9231024331
		2. Winners SMS related query
		3. Refund related clarification/query,
		4. Delayed refund problem/couriered refund not received.
		5. Auction results.
5	Seller queries	Queries related to activities which Client performs.	BCCL/CCL/SECL -9231050073 SCCL/NEC -9231000401 ECL/SAIL-ISP-9231023984 MCL/NCL/WCL-9231001071
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