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. Clients (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. Abhishek Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011709 (Ext 711 / 712)
Mobile +91 9163348072 /+91 9163348134/+91 9163348247
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 Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011709 (Ext 711 / 712)
2. Status of registration and account activation.

Asiya Zaki / Imtiaz Ahmed / Arijit Paul / Sayantan Duttachowdhury / Avik Das
Tel +91 33 44091819, 66011707 (Ext 706 / 703 / 708)
3. EMD related queries. Abhishek Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011709 (Ext 711 / 712)
3 Pre Auction related generic queries 1. Query related to new registration & renewal processes and documents,

Asiya Zaki /Imtiaz Ahmed / Arijit Paul / Sayantan Duttachowdhury / Avik Das
Tel +91 33 44091819, 66011707 (Ext 706 / 703 / 708)
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 Abhishek Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011(Ext 709/711/712)
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, Abhishek Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011(Ext 709/711/712)
Mobile +91 9163348072 / +91 9163348134/+91 9163348247
2. Winners SMS related query
3. Refund related clarification/query, Mr.Souvik Ghosh
Mobile :+ 91 9163348134
Tel + 91 033 - 66011711
4. Delayed refund problem/couriered refund not received.
5. Auction results. Abhishek Sen ,Souvik Ghosh, Tathagata Patra
Tel +91 33-66011(Ext 709/711/712)
Mobile +91 9163348072 / +91 9163348134/+91 9163348247
5. Seller queries Queries related to activities which Client performs

BCCL/ SCCL/ NCL -9163348123

SECL/CCL/SAILISP-9163348142 MCL/ WCL/NEC/ECL-9163348125

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