Customer communication with regard to HR and Compliance matters falls in the following categories:

• General communication to existing or potential customers – such as advertisements or marketing information,
• Specific information relating to a customer enquiry or requirement
• Information pertaining to the status of various legal submissions/ payroll processing and management for clients
• Communication in response on customer feedback and complaints

The company's website and printed handouts provide information of the first type.

• Daily worksheet is filled in by the client with remarks on significant developments and errors/deviations. This daily worksheet signed by each client conveys to KMCPL management the information relevant to operational aspects and also complaints, if any.
• The COO makes quarterly visits to each client, exchanging information at higher level.
• Respective manager makes monthly visit to client's premises and exchanges information at his level.
• Senior management of KMCPL stays in touch with clients through email and telephone and relevant information is exchanged.
• The proposed Customer Service Cell, planned to be operational for 12 hours a day will serve as a significant interface/ medium for customer communication. All complaints received herein will be logged and turn-around time of complaint resolution will be monitored by KMCPL management. A customer service manager will head the Customer Service Cell.
• In addition, the company has already installed an e-compliance web-based module which can be accessed by the client. This module gives instant information on the updated audit and compliance reports to the concerned client/(s).
• KMCPL has established an interactive web site to provide customers with quick access to information and points of contact with the company.

Customer feedback and complaints are promptly handled mostly through personal contact. Checks are in place to verify if all customer queries are resolved. Queries which cannot be resolved at the manager level are escalated to the Director and follow up for the same is done.

Thus KMCPL has defined and established mutually acceptable processes for communicating effectively and efficiently with its customers and other interested parties.