Complaints: Resolution workflow

For common infrastructure issues (mechanical, electrical, plumbing) viz. water supply, DG backup, elevators etc - CALL and inform security on intercom extension 91 or 92 

1. When you call security make sure you give enough details of the issue

2. Leave your name and flat number with the security so you can be informed back

3. The security will inform the onsite FMS/MEP supervisor for action - the systems will be checked and if the issue concerns all flats, an update on WhatsApp group for the same shall be broadcasted

4. If the issue concerns one flat only or is limited to a certain floors or group of flats, the FMS/MEPsupervisor will visit your flat to inspect the problem

5. If the issue and its resolution lies within the scope of work of FMS/MEP, it will be attended to immediately, else you will be advised to contact the  Gera/GDPL warranty team

6. For emergency situations (only) - dial numbers mentioned in mygate emergency contacts

For flat specific issues concerning the 5 years waranty - you must raise a complaint ticket on GERA WORLD APP 

1. Both owners and tenants must have a login to this which can be procured from GERA CAM TEAM (details below)

2. If your service request is not attended to you can call MARUTI KAMBLE - WARRANTY team supervisor - 88-88-88-0863 or SOMNATH - 77749-12663

3. WAP team has a defined process that you must adhere to, escalation matrix from MARUTI - is directed towards NAMRATA GHULE (GDPL) and CRM towards SHRIKRISHNA PRABHU

For others issues, member relations, please seek intervention from management committee members in written complaint on email.

Username and password to Gera app can be procured from Gera CRM team