1. Purpose

This Grievance Redressal Policy establishes a transparent and accessible mechanism for customers, suppliers, and other stakeholders to raise complaints and seek resolution of disputes with Panchtatvam Global Solutions Private Limited.

This policy is framed in accordance with the Consumer Protection Act, 2019, the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023.

2. What Constitutes a Grievance?

A grievance is any complaint, concern, or dissatisfaction relating to:

• Quality, quantity, or specification of goods or services delivered
• Delays in delivery or service fulfilment
• Billing errors, overcharging, or payment disputes
• Refund or cancellation requests not processed
• Misleading information or misrepresentation
• Breach of contract or purchase order terms
• Privacy or data protection concerns
• Conduct of our employees or representatives
• Any other matter relating to our products or services

3. How to Submit a Grievance

Step 1 — Contact Customer Support (First Level)

For most issues, contact our Customer Support team first:

Step 2 — Escalate to Grievance Officer (Second Level)

If your issue is not resolved satisfactorily within 7 business days, escalate to our Grievance Officer:

Step 3 — External Redressal (Third Level)

If you are not satisfied with our resolution, you may approach:

• Consumer Forum: District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
• Data Protection Board: For data protection complaints, once the Data Protection Board of India is constituted under the DPDP Act, 2023
• Arbitration: As per the dispute resolution clause in your contract
• Courts: Courts at Noida / Gautam Buddha Nagar, Uttar Pradesh, India

4. Information Required When Submitting a Grievance

To help us resolve your grievance efficiently, please provide:

• Your full name and contact details
• Company name (if applicable)
• Order reference number or transaction ID
• Date of transaction or incident
• Clear description of the issue
• Supporting documents (invoices, photographs, correspondence)
• Your preferred resolution

5. Our Resolution Process

6. Timelines

• Acknowledgement: Within 2 business days
• Initial response: Within 7 business days
• Final resolution: Within 30 days (complex cases may take longer; we will keep you informed)
• Refund processing (if applicable): As per our Refund Policy

7. Confidentiality

All grievances are handled confidentially. Information shared in connection with a grievance is used only for the purpose of resolving the complaint and is not shared with third parties except where required by law or necessary for resolution.

8. Non-Retaliation

We do not retaliate against any person for raising a genuine grievance in good faith. Any employee found to have retaliated against a complainant will be subject to disciplinary action.

9. Annual Grievance Report

We maintain records of all grievances received and their resolution status. Summary statistics are reviewed by management annually to identify systemic issues and improve our services.

10. Contact